Returns & Refunds
Shop with confidence — clear, fair and hygienic returns
We want you to feel confident when you shop with RaptureWorks. If something isn’t right, we’re here to help.
This page explains how returns work, including faulty items, hygiene rules for intimate products, refund timings and our returns process.
How Returns Work
- Contact us first:
Please contact us before returning any item so we can authorise the return and provide the correct instructions. - Clean & prepare: For hygiene reasons, items returned as faulty must be thoroughly cleaned before sending.
- Post it back:
Use our freepost address for confirmed faulty UK returns only. For non-faulty returns or international orders, return postage is the customer's responsibility. - Inspection & update: We inspect all returns quickly and will email you with your refund or replacement status.
Reporting issues: Missing or damaged items must be reported within 36 hours of delivery so we can investigate quickly.
Returns address (UK)
PO BOX 228
Hitchin
Herts
SG4 0WW
Freepost available for confirmed faulty items (UK only) — please contact us first so we can authorise the return and provide the correct instructions.
Returns sent without prior authorisation may be refused and returned to the sender.
We recommend using a tracked postal service and retaining proof of postage until your return has been processed.
International orders: return postage is not covered and remains the customer's responsibility.
Refund timings
| Refund method | When we issue | Bank/Provider processing |
|---|---|---|
| Card (Visa / Mastercard / Amex) | As soon as your return is approved | Typically 2–5 working days (up to 10 working days max) |
| PayPal | Immediately after approval | Usually instant–48 hrs |
| Apple Pay / Google Pay | Immediately after approval | Follows your card issuer timeline (2–5 working days) |
| Klarna | As soon as we confirm the return | Klarna updates within 2–5 working days |
Note: Shipping costs are non-refundable unless the item is confirmed faulty.
The times above are guidelines; on rare occasions processing can be quicker or slower depending on your payment provider.
Important Information
- Hygiene: Items returned as faulty must be thoroughly cleaned before inspection. Returns received in an unsanitary condition may be refused and returned to the customer.
- Return window: We accept faulty returns within 30 days of delivery. Missing/damaged items should be reported within 36 hours of delivery.
- One-year warranty: All products are covered for 12 months. Within the first 3 months you may choose a refund or exchange; after 3 months we provide an exchange.
- Unopened / non-faulty goods: Must be unused, in original condition and packaging. Sealed items opened for hygiene reasons are non-refundable and non-exchangeable. Lingerie & clothing must be unworn with original packaging.
- Incorrect item received: Please do not open the packaging and contact us right away so we can arrange an exchange.
- Non-UK / parcel-forwarding: Return postage isn’t covered for international orders. Parcels sent via forwarding services are at your own risk.
Returns lost in transit are the responsibility of the sender. We recommend using a tracked service and retaining proof of postage.
Need the full version? Read our full Returns & Refunds Policy.
Need help starting a return?
Our team can authorise your return and share the right address or freepost details.
Contact Customer Support
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Find answers fast. Browse step-by-step guides and FAQs.
Contact us. If you can’t find what you need, message us and we’ll reply during support hours.
Returns & refunds. Start a return, check eligibility, and see processing times.
Discreet experience. Plain packaging and private billing descriptors for your peace of mind.
Find answers fast. Browse step-by-step guides and FAQs.
Contact us. If you can’t find what you need, message us and we’ll reply during support hours.
Returns & refunds. Start a return, check eligibility, and see processing times.
Discreet experience. Plain packaging and private billing descriptors for your peace of mind.