Frequently Asked Questions

Your question concerns:


Are all of the products for sale on your site in stock?

All of the products that appear on our site are currently stocked in our warehouse. Products tagged “out of stock” cannot be ordered as they are being restocked. Since we store our products in our own warehouse, you can rest assured that your order will be prepared quickly.

Can I come and buy something in person?

LOVE AND VIBES is an online retailer only. We do not have a physical retail location. Our products can only be ordered online.


I’d like to know the exact dimensions of a product.

You can find the dimensions of an item in the description at the bottom of the product page. If you still cannot find the information you’re looking for, don’t hesitate to contact us.

My customer account

What can I use my customer account for?

Your customer space allows us to have access to your information in order to process your order. You can also use your space to track your order, and manage your contacts.

I forgot my password.

Click on the “My Account” sidebar and click on the “Forgot Password?” link. Simply enter the e-mail address associated with your account and click on “Send”. We will then send you a link to reset your password.

What is the difference between a billing address and a delivery address?

Your billing address is the address that we use to create a bill for your order. You can choose to send your parcel to a different delivery address – for example, your work address or a friend’s address if you are offering them a gift.

I have placed an order and would like to change the delivery address.

While placing an order, please double-check the delivery address that you’ve entered. Once you’ve given us your delivery address, the order is prepared and sent to that address. If the parcel has already left our warehouse, the delivery address cannot be changed. However, if your order is still being prepared, please contact us as soon as possible.

Order confirmation and tracking

I haven’t received my order confirmation e-mail.

You may have given us the incorrect e-mail address in your information form. Please contact us so that we can change your address. If you’re using a Hotmail-type e-mail service, check your spam filter.

I’d like to track my order.

Once your order has been prepared and handed over to the carrier, we will send you an e-mail with the tracking information for your parcel.

I don’t understand why my order has been blocked.

An order can be blocked for a number of reasons. These reasons include, but are not limited to:

  • Our partner bank suspects a case of identity fraud and would like to check the payment method,

  • You have placed several similar orders and we suspect that you may have done so in error; we’d rather block your order rather than send it to you twice,

  • You have chosen to pay by bank transfer and we are waiting to receive payment before dispatching your order.

Delivery of my order

My order did not arrive on the estimated date of delivery.

All orders are shipped (not delivered) on the same day that the order is placed, all year long (except for Saturdays, Sundays, and bank holidays), provided that the order has been placed before 4.30 p.m. (CET) for DPD shipping (4:15 p.m. for DHL shipping). After that time, your order will be prepared and shipped by our team the next working day.
You can track your parcel using the tracking number that you received in the e-mail notifying you of the shipment of your order. If the tracking website informs you that your parcel has been delivered but you haven’t received it, please contact our Customer Service team for more information.

I wasn’t home when my parcel was delivered.

Please contact our Customer Service team for more information about your options.

May I have my order delivered to a pick-up point?

We do not currently offer pick-up point delivery to our customers in the UK and Ireland.

I received a damaged parcel.

While preparing your order, we take great care to ensure that the parcel is well-protected for transport. If your parcel is damaged when it arrives, report the incident to the carrier and fill out the pertinent information on the delivery slip.

I received the wrong item.

We are very sorry that this has happened. It is probably due to an error during the order preparation. Please contact us so that we can proceed to the exchange of the product.

I've chosen the 24-hour express delivery option, but DHL has given me a different delivery date than LOVE AND VIBES. Why is this?

Since the COVID crisis, our express delivery partner DHL has been announcing longer estimated delivery times to our customers through emails, text messages and tracking information on their website. Nonetheless, we have observed that our parcels are still being delivered within 24 hours. Have no fear, your parcel is on its way!

My product is battery-operated

Have I inserted the batteries correctly?

Make sure to insert the batteries by paying careful attention to polarity. Most of the time, + and – signs appear on the product to guide the user.

Have I inserted the batteries in the plastic tube inside my product?

Some of our products contain a plastic tube inside the battery compartment. It is important to save this tube, as it is necessary for the proper insertion of the batteries.

Have I kept the plastic film inside the battery compartment of my product?

Some of products contain a piece of plastic film inside the battery compartment, which indicates the polarity of the product. It is important to save this plastic film, as it is necessary for the proper insertion of the batteries.

Have I removed the protective cap (the thin paper disc) from the battery compartment of product?

Some of our products are sold with batteries already inside the toy: the thin paper disc prevents the item from functioning while it is in transit. When you receive the product, you must remove this disc in order for the battery to power the product.

Have I inserted the proper amount of batteries?

Certain products feature removable battery compartments. Often, this gives the appearance that the product takes just two batteries, when in fact, after removing the compartment, there are actually four battery slots. Try to remove the battery compartment to check that you’ve inserted the proper amount of batteries.

Have I closed the battery cover properly?

Once the batteries have been inserted, you may have difficulty closing the battery cover properly. This can prevent the batteries from working properly. Make sure that the battery cover is fully closed.

I’ve bought the product with the batteries included. Have I tested the product with another set of batteries?

Despite our best efforts, some of the batteries that we sell with our products may not have an optimal lifespan. In this case, we will remove the batch from sale on our site.
Try your product with new, brand-name batteries (such as Energizer, as distributor-brand batteries are often of poor quality) in order to check its performance.

My product is rechargeable

Have I plugged my product in the right way?

Certain charging cables have different end pieces. The way that they are positioned can affect charging. Try to switch the different ends to see if the product works that way.

Have I let my product charge for a long enough time?

Most of the time, products are already slightly charged when they are delivered. However, to fully enjoy the use of your product, we suggest that you charge it as soon as it arrives.

Is my charging cable damaged in any way?

If you are unable to charge your product, have a look at the condition of its charging cable. We pay careful attention to the quality of our accessories, and always try our best to offer our customers high quality products. However, it is possible that the cable could have come from a defective batch, or a batch that was compromised somehow during the manufacturing process. In this event, please contact our customer service reps as soon as possible in order to exchange your product.

Is my USB port working?

While plugging one of our cables into your USB port, have a look at the condition of the port. Your USB port could no longer be working, without any warning message appearing. Try plugging the product into another port.

Return policy

I’ve changed my mind. What is your return policy?

In accordance with our General Terms and Conditions of Sale, you have 14 business days (from the delivery date) to return your product.
Only products that are still in their original packaging may be returned (the packaging must be completely intact).
You must return the product in its original packaging. Please note that return shipping costs are at your expense.

I would like to return only part of my order.

Our return policy for the refund or exchange of part of an order is the same as that for a full order. If an item has been unsealed, it cannot be returned. Remember to respect the deadline for returns: you must request a return within the 14 days following the date you received your order. You are fully responsible for all postage fees paid to return the item.

I sent back my parcel, but it has been returned to me. Why?

Our after-sales team received your parcel, but after close inspection has decided that the packaging of the returned product has been unsealed. As the product is not eligible for a refund or exchange under our return policy, we have sent it back to you.

Promo code

Add a promo code

When you add the items you'd like to buy to your cart, a pop-up window will appear. Click on "Proceed to Checkout". You'll be redirected to a summary of your cart. On the right-hand side of the page, you'll find the "Promo Code" field and the "Apply" button. Enter your promo code into the field and click on "Apply". If the offer is still valid, your cart will be updated with the applicable discount. A notification will appear to confirm that the code has been successfully applied to your order.

Klarna payment methods

What is Klarna?

Founded in Stockholm, Sweden, Klarna is one of Europe's fastest-growing companies and a leading alternative payment provider. Klarna’s vision is to make shopping smooth, adding value for consumers and retailers with unique payment options and superior customer experience.
Klarna has 3,500 employees across 17 countries, and is the pioneer in pay later options, trusted by 90 million shoppers with 250,000 merchants working with us worldwide.

What is ‘Pay in 3 instalments’ and how does it work?

The Pay in 3 instalments option is a type of interest-free credit, which allows you to split purchases into 3 equal payments.
These payments will be automatically withdrawn from the debit/credit card that you have entered during the payment process. The first payment will be withdrawn when your order is confirmed by the LOVE AND VIBES shop; the second and third payments will be withdrawn 30 and 60 days later.
You can also adjust your payment schedule using the Klarna app (available on iOS and Android).
If you have any questions, please contact our partner Klarna’s customer service team.

How does ‘Pay in 30 days’ work?

Klarna’s Pay in 30 days option allows you to receive your order now, with 30 days to pay without any interest and fees. In the Klarna app, you’ll have the option to pay off the balance earlier or extend the due date to a later date for a fee if needed.
If your order is eligible for ‘Pay in 30 days’, the option will be presented at the time of checkout. As soon as LOVE AND VIBES ships your order, you will receive an email from Klarna outlining your payments. Your purchase and payments will then be visible and manageable in the Klarna app (available on iOS and Android).

Can I pay for my order immediately by wire transfer with Klarna?

Unfortunately, this payment method is not currently available for our UK customers.

Can I pay for my order immediately by credit card with Klarna?

Unfortunately, this payment method is not currently available for our UK customers.

Is there a limit on Klarna?

No. There is no set limit for how many purchases you can place using Klarna. However, the approval decision when shopping with Klarna can depend on the following:
- Your credit history with Klarna,
- Your open debt and unpaid orders with Klarna,
- The purchase amount of your cart.

Promotional Offer Terms and Conditions

What are the terms of the 3-for-the-price-of-2 offer, and how can I take advantage of the offer?

From 01 to 31 May 2022, simply choose 3 products from our selection, and the discount will be applied to your cart automatically. The price of the least expensive toy will be subtracted from your cart.

What are the terms of the LOVE AND VIBES anniversary offer, and how do I take advantage of the offer?

To celebrate our anniversary, LOVE AND VIBES is offering an exceptional deal. Just add 5 sex toys from our selection to your cart and your order will automatically total £60! You don't have to do anything – your cart will be updated automatically.