Returns & Refunds Policy
We’re sure you’ll love your order, but just in case you change your mind or want to cancel, you can contact our team immediately and we’ll do our very best to sort it out for you.
Website Cancellations:
Our warehouse team begins processing orders very quickly to ensure they are dispatched as soon as possible.
If you wish to cancel an order, please contact our Customer Care team as soon as possible via Live Chat or Email. We will always do our best to help, however we cannot guarantee that an order can be cancelled once it has entered our warehouse processing queue.
Please note: Orders may begin processing before Customer Care hours start, so contacting us outside of our opening hours does not guarantee that an order can be cancelled before it is packed.
If your order has not yet been packed
If your order has not yet been packed by our warehouse team, we will cancel it and issue a full refund using your original payment method.
If your order has already been packed or dispatched
Unfortunately, once an order has been packed or dispatched, we may be unable to cancel it.
If this happens, you can refuse delivery of the parcel and it will be returned to us. Alternatively, if you have already received your order, please contact our Customer Care team and we will advise you on the returns process.
Website Returns
Simply Pleasure accepts unwanted items for refund or exchange for up to 30 days. All we ask is that these products (including the box & packaging) are unopened, unused or unworn as appropriate and are in a re-saleable condition. This includes all hygiene seals remain intact. Simply Pleasure reserve the right to retain the cost of postage (at the current rate) from any refund for orders placed in error. This includes orders where postage has been included. We charge a 5% re-stocking fee per item on unwanted returns. Customers are responsible for shipping costs of their return for unwanted orders/items.
Faulty items will be replaced or exchanged up to 30 days after purchase, unless otherwise stated in the product specification. Faulty returns will be provided with a free-post address.
For returns please submit through your account using the "My Returns" option and clicking "Request New Return". Or you can email us at customercare@simplypleasure.com. In all cases, returns must be done via your account or through contacting us. Failure to adhere to the return policy, can jeopardize your return and potential refund. Once requested a return, you will then be issued with a returns form. Once you have these details, can then post the item back to us. Please don’t forget to include the return slip we send you in your parcel. This will ensure your return is processed as efficiently as possible. Without a returns form - your return cannot be processed.
Please ensure you get a a proof of postage receipt from the Post Office upon dispatch and keep this in a safe place. We cannot accept responsibility for any items returned without a certificate of posting.
Should your unwanted item be returned to us in an unsanitary, opened or used condition, we will have no choice but to decline your refund and return the item to you.
Lingerie, hosiery, latex clothing and consumables are exempt from your right to return once they have been opened, used or worn for hygiene reasons. This includes, but is not limited to:
Sex Toys
Bondage
Underwear
Lubricant
Massage Oils
Condoms
Balms
Creams
Hosiery (including bodystockings, stockings and tights)
Latex, lingerie and clothing
Retail Stores
The above returns policy is only valid for purchases made through the Simply Pleasure website and do not necessarily apply to purchases made in our retail stores. Please contact your local Simply Pleasure store if you require more information.
Simply Pleasure is part of the ABS Group, the largest distributor of adult products and sex toys in the UK.