We hope you love your purchase, but we understand that sometimes it just doesn’t work out and we are cool with that. So, if you wish to return the item, within 30 days of receiving your order, you can. You can return most purchased items (see list of non-returnable items HERE)
You can send items back to us at your expense to the address below. We would recommend that you use a trackable / insured delivery method as you are responsible for ensuring that the package arrives in its original condition and we are not liable for any goods lost or damaged in transit. Sorry we cannot accept COD returns.
Returns, Jooi, PO Box 228, Hitchin, Herts, SG4 0WW
Pack the item(s) you wish to return in their original condition, with the original packaging and enclose the fully completed Returns Form downloadable here (Returns Form)
Please ensure that the package is fully sealed and the labels are fully secured.
Ensure that you post the parcel within 30 calendar days from the day you receive your order
We recommend you obtain a Proof of Postage receipt containing the tracking number.
Please keep this receipt until you have received your refund.
Please allow 14 working days from the day of postage for your return to arrive back at our warehouse.
We will confirm by email once we have safely received your parcel and a refund has been processed. Please note that we cannot accept liability for goods that are not returned in original condition or are lost in transit.
Please note that our Returns Policy applies to our returns service, which is separate from and an alternative to your right to cancel your order under the Consumer Contract Regulations 2013. This right is dealt with separately in our Cancellations section.
Condition of Returns
Due to nature of the products, we can only accept items which have their security seal intact and not have been used or removed from their packaging. For any refund or exchange the following terms have to be met:
1. All items should be returned new and unused
2. The goods must be returned in original condition with the original packaging
3. Goods that are not heat sealed in the box are non-refundable and non-exchangeable
4. Toys and accessories supplied in sealed packaging that have been opened are non-refundable and non-exchangeable
5. The goods must be received back within 30 days from the day you receive your order.
6. Any discrepancies or damaged items need to be reported with 36 hours of being delivered.
7. Returns that are damaged, soiled, worn or altered may not be accepted and could be sent back to you.
We are unable to refund or exchange the following products (unless they are faulty):
• All sex toys, where the packaging / box has been opened, unless the item(s) are considered damaged or faulty
• Lingerie and items of clothing are non-refundable and non-exchangeable.
All items should be returned along with the completed Returns Note to allow easy identification and prompt processing. If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods to you.
If you have received damaged or faulty items, please click here for faulty goods for information on how to return these to us.
We are happy to offer a refund on unsuitable items that are returned in accordance with our Returns Policy
• We will credit the full amount to the original purchaser’s payment card, excluding any shipping costs.
• Refunds may only be requested by the person who originally placed the order and will be processed via the original payment method.
• Once your parcel has been returned to our warehouse please allow up to 5 working days to receive your refund confirmation email.
• Card refunds can take up to 10 working days to be processed by your bank. This varies greatly between card issuers and unfortunately we are unable to influence this.
If you’ve not received your refund after 15 working days, please contact firstname.lastname@example.org.
To cancel your order in accordance with the Consumer Contract Regulations 2013 please refer to our cancellations section.
We will be happy to offer you an exchange for your purchase(s) subject to stock availability. Please note that there are some products that we cannot cancel, refund or exchange. (see list of non-returnable items HERE).
Please see our Returns Policy for more details.
If you would like to return an unwanted gift purchased online, please note that refunds can only be made to the person who made the purchase, via the original payment method. However, you are welcome to exchange gifts within 30 days of purchase.
Please note that our Returns Policy applies to our free returns service, which is separate from and an alternative to your right to cancel your order under the Consumer Contract Regulations 2013. This right is dealt with separately in our Cancellations section.
Items are classified as faulty if they are received damaged or if a manufacturing fault occurs. We offer a one year warranty on everything. If the item develops a fault within 3 months we can offer a refund or exchange, after three months it is exchange only. Please contact by email at email@example.com or call 0330 321 7001 should you wish to return a faulty item.
All items that are returned as faulty MUST be thoroughly cleaned before returning. For reasons of Hygiene, any item returned in a dirty condition will not be checked and the returned item will be refused. In this instance you will be liable for the postage costs for returning the item to you.
Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
If you live in the EU, you have the right to cancel your order under Consumer Contract Regulations 2013 (CCRs), which govern all internet and mail-order shopping.
When an order has been cancelled under CCRs, we will refund you within 14 calendar days of receiving the goods back or if earlier, from the day we receive evidence of the goods being sent back. If your card issuer has not sent you a refund within 30 days, please contact our Customer Services Team at firstname.lastname@example.org.
It is not always possible to stop the dispatch of your order once it has been placed and we have started to process it.
Learn more about CCRs in our Cancellations under CCRs section.
Returns we receive outside of our 30 days returns policy without prior notification will only be accepted in the case of faulty, missing, incomplete or damaged orders.
Customer Service Contact Details
If you need to contact customer service you can either phone or email on the details below:
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