What is the payment method?
Lelo accepts Visa, Master Card, Discover, Amex, PayPal, JCB, Google Pay, and Apple Pay.
When will I receive my package?
Internet orders are usually shipped within 2 days of receiving an order. Most orders will be delivered within 5 days of shipment, but be aware that this can vary depending on the country. You can always check the status of your order by logging in to your LELO account and checking your order history. They regret that they cannot deliver to P.O. boxes.
LELO uses reputable express services from DHL/UPS for most deliveries. Please note that they cannot ship to certain countries due to legal restrictions. If delivery problems arise, they will contact you by email or phone.
How do I track my order?
A delivery/order confirmation will be emailed to you as soon as your purchase has been verified. With this confirmation you will find an order number. If you have any questions about the delivery of your purchase or need help tracking it, please contact [email protected]
, quoting your order number.
How to return or exchange my product?
If you are dissatisfied with any item, it may be returned unopened and unused within 14 days of receipt.
* They cannot accept returns or exchanges on items that have been opened.
*Opened pleasure objects may only be returned under warranty.
*Shipping charges will only be refunded in cases where their error caused the return.
*Pre-authorization is required for all returns and exchanges.
If you purchased your product from an alternate LELO retailer, only defective items may be returned under warranty with a valid proof of purchase. They will not accept unopened returns from an alternate LELO retailer. To return or exchange an unopened pleasure object, please contact them via phone or email: https://www.lelo.com/support/contact-us
If upon receipt of your delivery you find that the box has been damaged, opened, or its contents are missing, please ensure that you take a photograph of the damaged packaging which should be emailed to us. If you are at home during the delivery write “Damaged/Opened/Missing content” and refuse the package when delivered by DHL/USPS.
You are having trouble with your LELO pleasure object, and need to take advantage of our warranty, please follow this link for more information: https://www.lelo.com/support/lelo-warranty
If you are not 100% satisfied with your HEX purchase, you can return your order within 30 days after the original purchase date and get a full refund. In case you would like to return the product please keep in mind the product must not be used and must be returned in the state you received them and be returned in the original packaging.