FAQs

ORDERS & SHIPPING

What are your shipping options?

Within the UK, we offer Free 72hr Tracked Shipping on all orders over £60, 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 100-day money-back 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.

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 100 days in order to fulfil our returns commitment.

All information we hold about you will be deleted no later than 365 days 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 discrete 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 first login to your account then select the order for the item you wish to review, you can do this by selecting “View”.

Once the order has loaded, simply click the product you’d like to review and then scroll down to the reviews section to rate and review the product.

If you’d like your review to remain anonymous to the public, you can amend your “Display Name” by navigating to the “Account Details” section within your account.

Please remember we fund the planting of a tree for each unique review and thus you will receive a tree planting certificate via email within 14 days of a successful review.

Can I remain anonymous when leaving a review?

If you’d like your review to remain anonymous to the public, you can amend your “Display Name” by navigating to the “Account Details” section within your account.

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.

MATERIALS

Are silicone toys body safe?

Yes, whilst the type, texture and feel of silicone varies across our range, the silicone used is designed for and always completely body safe. For more information about silicone toys, check out all you need to know about Glass vs Silicone.

Will your glass toys break?

A glass toy is NOT going to break inside of you and/or create the horror movie scene you might be picturing in your head. I promise. Glass toys are made of a special kind of glass called Borosilicate Glass. For more information about glass toys, check out all you need to know about Glass vs Silicone.

How do I dispose of your lube bottles?

Since all our bottles are made with wheat plastics they’re easily compostable. You can simply dispose with normal household waste or even compost at a home garden / veg patch. The bottle will then break down in approximately 6 months, often less.

The lid should be removed and either reused with your next bottle of Simply Lube OR you may choose to recycle the plastic lid with other plastics.

We will also soon be launching a re-ordering service where you’ll be able to buy subsequent lube bottles at a discount if you don’t require a new plastic pump.

You can read more about wheat plastics here.