Shopping FAQs

Your discretion is essential to us, so we made sure our packages come in plain cardboard without any big letters and logos. However, due to law and various customs regulations, and international inspections, the waybill label must contain written information about the sender, which comes in tiny letters.

The Taxpayer Identification Number is a personal identifying number generally used for tax purposes. When shipping a parcel to one of the countries listed below, the Customs office must request the receiver to provide his/her TAX ID. If this information is not available, the package will be returned to the shipper. To accelerate the delivery process and assure its success, we ask you to provide this information together with your shipping address when completing your shopping experience. If you do not possess a TAX ID in the Country where you want to receive your parcel, please provide a shipping address in an alternative country or contact customercare@lelo.com for further support. When shipping to the following countries, it is mandatory to provide the TAX ID, which name varies according to the Country of residence, as listed:

Argentina -CUIT
Brazil - CPF
Bolivia - NIT
Chile - RUT
Colombia - RUT/NIT
Costa Rica - PIN/PFN
Ecuador - RUC
El Salvador - NIT
Guatemala - NIT
Honduras - RTN
Mexico - RFC
Nicaragua - RUC
Panama - RUC
Paraguay - RUC
Dominican Republic - RNC
Uruguay - RUT
Venezuela - RIF

There may be additional duties, fees, or taxes raised by the authorities in your country that we have no control over (outside EU & US). You will need to take care of them yourself when receiving the shipment but rest assured your LELO order will soon be heading your way.

Yes, but only in the USA. Orders to PO boxes are sent out via USPS. Take your pick and get ready to give a warm welcome to your new friend.

To safeguard your security, LELO does not store any credit card details. Online purchase transactions will be charged to your credit card at the time you submit your order. However, the transaction will ever only be put through after we have verified your card details, received credit authorization, and confirmed stock availability. We will send you an email if we are unable to complete your order for any reason.

LELO accepts the following forms of payment for online purchases: Visa, Maestro, Mastercard, Google Pay, Apple Pay, DK Paypal, Alipay, Sezzle and Klarna.

Internet orders are usually shipped within two days of approving an order. Most orders are delivered within five days of shipment, but be aware that this can vary depending on the country. You can always check your order's status by logging in to your LELO account and checking the status of your delivery using the tracking information we send via email once the parcel is shipped. 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.

All shipping for LELO products is currently free, but there may be additional duties, fees, or taxes outside EU and US raised by the authorities in your country that we have no control over.

All shipping information will be emailed to you as soon as your purchase is shipped. Please use the link included in the email to track your delivery directly on the delivery company webpage.
If the link is not responsive for any reason, please access the web page of the delivery company and enter the tracking number manually to verify the status of your delivery.

If you changed your mind about your purchase, it might be returned unopened and unused within 14 days of product reception.

Please note:
• We cannot accept returns or exchanges on items that have been opened.
• Opened pleasure objects may only be returned under warranty ONLY if they are malfunctioning.
• Shipping charges will only be refunded in cases where our error caused the return.
• Pre-authorization is required for all returns and exchanges.
If you purchased your product from an alternate LELO retailer, only defective items might be returned under warranty with a valid proof of purchase. We will not accept unopened returns from an alternate LELO retailer.
To return or exchange an unopened pleasure object, please contact us via phone or email: www.lelo.com/support/contact-us
If you find that the box has been damaged, opened, or its contents are missing upon receipt of your delivery, please ensure that you take a photograph of the damaged packaging, which should be emailed to us. If you are at home during the delivery, write "Damaged/Opened/Missing content" and refuse the package delivered by DHL/USPS.
You are having trouble with your LELO pleasure object and need to take advantage of our warranty; please follow this link for more information: https://www.lelo.com/support/lelo-warranty

Returning HEX™

If you are not 100% satisfied with your HEX purchase, you can return your order within 30 days after the original purchase date and get a full refund. In case you would like to return the product, please keep in mind the product must not be used and must be returned in the state you received them and be returned in the original packaging.