Shopping FAQs

During promotions, no added redeems can be used on already discounted products or sets.

The Taxpayer Identification Number is a personal identifying number normally used for tax purposes.

When shipping a parcel to one of the countries listed below, the receiver is requested by the Customs office 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 are asking 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 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

To safeguard your security, LELO does not store any credit card details. If you are not comfortable providing your credit card details online, please contact and we will provide you with an alternative method of payment. Online purchase transactions will be charged to your credit card at the time you submit your order. The transaction will however only be put through after we have verified your card details, received credit authorization and confirmed stock availability. You will be informed by 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, DK Paypal, Alipay, Sezzle and Klarna.

Internet orders are usually shipped within 2 days of receiving an order. Most orders will be delivered within 5 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. We regret that we cannot deliver to P.O. boxes.

LELO uses reputable express services from DHL/UPS for most deliveries. 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.

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 9.80 or USD 9.90, depending on the customer's location.

A delivery / order confirmation will be emailed to you as soon as your purchase has been verified. With this confirmation you will find an order number.

If you have any questions about the delivery of your purchase or need help tracking it, please contact, quoting your order number.

If you are dissatisfied with any item, it may be returned unopened and unused within 14 days of receipt.
Please note:
•    We cannot accept returns or exchanges on items that have been opened.
•    Opened pleasure objects may only be returned under warranty.
•    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 may 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:
If upon receipt of your delivery you find that the box has been damaged, opened, or its contents are missing, 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 when delivered by DHL/USPS.
You are are having trouble with your LELO pleasure object, and need to take advantage of our warranty, please follow this link for more information:

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.