Shopping FAQs

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 and Alipay

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.

LELO warrants this pleasure object for a period of ONE (1) YEAR, after the date of original purchase, against defects due to faulty workmanship or materials. If you discover a defect and notify LELO during the warranty period, LELO will, at its discretion, replace the pleasure object free of charge.

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).

If you are dissatisfied with any item, it may be returned unopened and unused within 14 days of receipt.

Please note:
•    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 Please note that this coupon is NOT valid for LELO LUXE products.

To return or exchange a pleasure object, you must be registered at 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.

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.