|Internet orders are usually shipped within 2 working days of receiving an order. Most orders will be delivered within 5 working days of shipment, but be aware that this can vary depending on country. You can always check the status of your order by logging in to your LELO account and checking your order history.|
|Whether LELO is shipping to your home, to your office or to a gift recipient, delivery is utterly discreet. Depending on the customs regulations of your country, a general description may be included in small print on the outside of the plain white packaging. For EU packaging there will be no description; for US packaging the initials “H.M” will appear on the outside, while for all other countries the description will be "Sample toys". Beyond that, our packaging makes no mention of the nature of the contents inside. |
Of course, within the mundane shipping box you will find the distinctive, elegant packaging that befits its luxurious contents. Whether buying for your self or for another, opening a package from LELO is always a delight. Do not hesitate to contact us if you have any questions about our Valentine’s Day and Christmas delivery schedule, or if you need assistance picking out an unforgettable gift.
|LELO uses DHL/UPS for most deliveries, but we are open to using another supplier if there are special reasons making this faster or more convenient for you, especially during holidays.|
Please note that we cannot ship to certain countries due to legal restrictions. If delivery problems arise, we will contact you by email or phone. You may be held responsible for customs or other fees upon your shipment's arrival to your country, except in the USA, European Union and China.
We regret that we cannot deliver to P.O. boxes.
|Shipping price is a set fee per order, independent of country of delivery, the number of products or their weight. This set fee is currently EUR 9.8 or USD 14.9, depending on the customer's location.|
|Returns & Exchanges|
|If you purchased your product from the LELO web shop:|
If you are dissatisfied with any item, it may be returned unopened and unused within 14 days of receipt for credit, refund or exchange.
All defective items may be returned within 1 year of receipt for credit, exchange, refund or replacement. In addition, if any problems appear after that initial 12-month period, our 10-Year Quality Guarantee promises 50% off your next online order of pleasure objects from our FEMME or HOMME lines purchased in our web shop (numbers not limited).
• We cannot accept non-defective exchanges on items that have been opened.
• Pleasure objects may not be returned unless they are defective.
• Shipping charges will only be refunded in cases where our error caused the return.
• Pre-authorisation is required for all returns and exchanges.
If on receipt of your delivery you find that the box has been damaged or opened, or its contents are missing, please ensure that you take a photograph of the damaged packaging which should be emailed to us and if you are at home during the delivery write “Damaged/opened/missing content when delivered by DHL/UPS”. If you are not at home when the product is delivered this is not a problem, you only need to send us the photograph of the damaged packaging via email and we will take up the issue directly with DHL/UPS and pursue compensation.
If you purchased your product from a LELO retailer:
All defective items may be returned within 1 year of purchase for replacement only.
Pre-authorisation is required for all returns and exchanges.
Please note that you will need to send the original receipt together with the product back to one of our LELO offices. If you are for any reason not able to send the original receipt, please send your defective product to one of our LELO offices to receive a 50% discount coupon valid for your next online order through lelo.com. Please note that this coupon is NOT valid for LELO LUXE products.
To return or exchange a pleasure object, you must be registered at www.lelo.com. Then simply follow the steps below:
1. Click on ‘My Account’ and go to ‘Register Product/ Warranty’.
2. Register the product by specifying the pleasure object in question, the correct charger type and the date of purchase in the spaces provided.
3. After registering, confirm you are making either a 1-Year or 10-Year warranty claim, and then click on the claim icon next to your listed pleasure object.
4. Add your delivery address and reason for claim, and then simply click on ‘Claim your warranty’.
We then issue you with a Claim number for reference, and provide the last necessary details to make sure your claim runs as smoothly as possible.