Refund policy

Last updated: 12 January 2026

1. Contact us before returning

Please contact our Customer Support team before returning any item so we can authorise the return and provide the correct return instructions.

Returns sent without prior authorisation may be refused or returned to the sender.

2. Faulty or damaged items

If an item develops a fault within 30 days of delivery (UK orders), please contact us so we can arrange a freepost return label.

Return address:
PO BOX 228
Hitchin
Herts
SG4 0WW
United Kingdom

For international orders, return postage is the customer’s responsibility. Please contact us before returning anything so we can assist.

Any missing items, transit damage, or discrepancies must be reported within 36 hours of delivery.

3. Refunds

Refunds are issued to the original payment method within 10 working days after the returned item has been received and inspected.

Shipping costs are non-refundable, unless an item is confirmed to be faulty.

4. Replacements & warranty

Free replacements are available for confirmed faulty items within 28 days of delivery.

After 28 days, we may still offer a replacement at our discretion.

Products that develop a fault after 3 months but within 1 year are covered by our one-year warranty, which provides an exchange for the same or similar item where possible.

5. Hygiene & safety

For health and hygiene reasons, certain items cannot be returned once opened.

Returned goods must be:

  • Unused

  • Clean

  • In original packaging

  • With all hygiene seals intact

If hygiene seals have been opened or removed, the item is non-returnable unless faulty.

Lingerie and clothing must be unworn, unwashed, and with original tags attached.

Items returned in an unsanitary condition will not be accepted and may be returned to the customer.

6. Incorrect or unwanted items

If you receive the wrong item, please do not open it and contact us so we can arrange an exchange.

Unopened, unused non-faulty items may be returned within 30 days of delivery, provided hygiene seals remain intact.

Return postage for unwanted items is the customer's responsibility.

7. Lost returns

We are not responsible for items lost in transit during return shipping.

Please use a tracked postal service and retain proof of postage until your refund has been confirmed.

8. Contact

For any queries or to initiate a return, please reach our Customer Service team via the Contact Us page.


RaptureWorks, 182-184 High Street North, London E6 2JA, UK.