FAQs

If you'd like to learn about sex toys, the different erogenous zones, materials and types of sex toys available, please visit our Sex Toy Q&A page here. For all other questions relating to a new or existing order, please see below to find; Orders and Shipping, Payment Methods, Privacy, Ethics, How To Leave a Review and User Instructions.  

ORDERS & SHIPPING

What are your shipping options?

Within the UK, we offer Free 72hr Tracked Shipping on all orders over £65, as well as offering a Free 48hr Tracked Shipping option for all orders over £120. For all other UK orders, a Royal Mail Economy option is available for as little as £1.95 and a 48hr Tracked Shipping option for just £4.95.

We also offer Free Worldwide Shipping on all orders over $100/€75.

For more information on our country specific delivery options please click here.

All our shipping methods are offset by our tree planting partnership with Tree-Nation.

How fast is shipping?

We usually dispatch orders received before 12-noon on the same day.

UK customers can be expect delivery within 2-3 days or 1-2 days when selecting our 48hr trackable service.

EU customers can expect delivery within 2-10 business days, depending on country and service selected.

US customers can expect delivery by USPS within 3-7 business days.

Other worldwide destinations are typically within 7 days, please visit this link for more shipping information.

Do you ship internationally?

We’re pleased to announce that international shipping is available throughout our entire store and is free for all orders over $100/€75.

More information on our international shipping can be found here.

Please note we cannot ship to Saudia Arabi or the UAE.

What days of the week do you deliver?

Our chosen shipping partners deliver six days a week within the UK (excluding Sunday and Bank Holidays).

Worldwide dates may vary.

Do you accept returns?

Yes! We want you to be 100% satisfied with your purchase. Therefore we offer a no-quibble 365-day satisfaction guarantee. Please visit our returns policy for current details.

Do I need to pay import duty?

Please visit our country specific shipping information page here.

Can I pay in my local currency?

We accept payments in the following currencies:

British Pound (GBP)
US Dollar (USD)
Euro (EUR)
Australian Dollar (AUD)
Canadian Dollar (CAD)

You can select you preferred currency using the selector in our website footer.

What payment methods do you accept?

We accept payments via Stripe or Paypal for all major debit and credit cards worldwide.

We also accept payments via Klarna in selected countries, please see below ‘Play Now, Pay Later’ for more information.

PLAY NOW, PAY LATER (KLARNA)

What is Klarna?

Klarna is a method of payment that allows you to play before you pay. Klarna enables our customers to postpone payment by 30 days, or split any cart total into 3 equal monthly instalments.

There are zero fees.

Surely it costs something?

Klarna does indeed charge us (your favourite sex toy company) a small fee to offer you this service, however this is 100% covered by us and we don’t pass this on to you in anyway. Hoooray!

Who handles the payments?

At checkout, you can select Klarna as a method of payment and follow the simple steps to complete your transaction. Klarna will then handle your payment(s) for the order. Klarna will later pay us directly but you don’t need to worry about that. It’s time to play!

Does Klarna work in my country?

We currently accept Klarna payments in the following countries:

United Kingdom
United States
Austria
Belgium
Denmark
France
Finland
Germany
Ireland
Italy
Netherlands
Norway
Portugal
Poland
Sweden
Spain
Switzerland

We will soon accept Klarna in the following countries countries:

Canada
Australia
New Zealand

Where can I find out more about Klarna?

For our UK customers, please read more about Klarna here.

For our North American customers, please read more about Klarna here.

SHOP

How do I enter a discount code?

Discount codes can be entered within your shopping basket before the checkout. Please look for the discount code box on the left.

Can I buy a gift card?

Yes, we offer instant delivery gift cards which can be purchased here.

PRIVACY

Do you keep my personal information?

We do not hold your information for any longer than is necessary to fulfil your order. We typically keep personal information such as your name, address and postcode for a period of no fewer than 365 days in order to fulfil our returns commitment.

All information we hold about you will be deleted no later than two years from your last order – with the exception of The Natural Love Company Online Account Holders (in which case information is required to keep your account active) and names and email addresses for those on our mailing list.

Under no circumstance will we share your information with a third party, except when required to fulfil your order, i.e your postal address with our courier, your email with our tree planting partner, and your payment information with our card processor.

At any time you can contact us here to remove all information we hold about you.

Please check out our detailed privacy policy for more information.

Is your branding shown on the delivery box?

No, all our outer delivery boxes/envelopes are plain, without branding.

For international deliveries, a reference to the contents may appear in small writing on the outside of the box for customs purposes. Please be assured we’re as discreet as possible about this and do not include wording such as “vibrator” or “sex toy” but instead refer to such items as “health massagers” or “silicone toys”.

How does my purchase appear on a bank statement?

All purchases will appear on bank statements as either ‘DCHLTD’ or ‘TNLC’, depending on your selected method of payment.

MY ACCOUNT + REVIEWS

How do I login to my account?

To login to your account, please select the “Log in” tab shown above, or in the mobile menu. Alternatively, click here. Once you’ve navigated to “Log in” you can log in using your email and th password you created during your purchase. If you did not previously create an account or need to reset your password, please click here to create/reset your password.

I’ve forgotten my password.

If you need to reset your password, please click here to create/reset your password.

How can I leave a review for my purchase?

To leave a review, please keep an eye out for a review request email that will appear in your inbox approximately 10 days after shopping.

As a way to say thank you, we fund the planting of a tree for each unique review. You’ll receive a tree planting certificate via email within 30 days of a successful review.

Can I remain anonymous when leaving a review?

If you’d like your review to remain anonymous that’s absolutely fine, simply check the box when completing your review.

ETHICS

Do you have a Modern Slavery Statement?

Here at The Natural Love Company it is paramount to us that our supply chain adheres to the highest ethical standards with regards to workplace conditions, health and safety and human rights abuses such as forced or child labor.

We have a ZERO tolerance policy against any breaches of this standard, and it’s for this reason we only work with manufacturers who have been audited by Sedex, via their rigorous SMETA (Sedex Members Ethical Trade Audit). Sedex enables us to asses partners we work with and understand working conditions within our supply chain to ensure compliance against our very high expectations.

How exactly are your toys Eco-Friendly?

Please review our detailed Environmental Policy here.

USING MY NEW TOY(S)

How do I charge my toy?

Thank you for shopping with us.

Please scan the QR code within the shipping box, or visit this link for instructions on how to charge, clean and use your toy(s).

If you have any further questions please read the information below as well as more on our Sex Toy Q&A page.

Still have questions? Please don’t hesitate to email us.

Are sex toys waterproof?

Our entire range of sex toys can be used safely in water up to a depth of 20cm, perfect for play time in the shower.

How should I store my toys?

We recommend storing all toys clean, in their cotton ‘The Natural Love Company’ storage bags and in a cool and dry area.

How do I properly clean my sex toys?

We recommend cleaning with Simply Toy Cleaner for a thorough clean.

Simply spray the entire surface of your sex toy liberally, wait 30 seconds for it to work its cleansing antibacterial magic, then rinse with cool water (subject to toy manufactures instructions).

Simply Toy Cleaner is compatible with our full range of sex toys.