Refund policy

We understand purchasing intimate items online can be a very personal and sensitive experience and that's why we would like to make sure you are completely satisfied with your purchase. Owing to the personal nature of our products and, in order to maintain the highest standards of hygiene and customer satisfaction, we regret to inform that we do not accept returns for refund or exchange for another item on all of our products but we do offer store credits instead.  This policy is to ensure the health and safety of all our customers as well as preserving the quality and integrity of our products.

We offer store credits for items that you may not be completely satisfied with but “on sale” items are not eligible for this offer.  Only products purchased directly from our store are eligible for store credit offers.  If you receive an item that does not meet your expectations, please contact our customer service team within seven (7) calendar days and we will not process your request after seven (7) calendar days.  We will work with you to provide store credits which you can use towards future orders.  Please note we will charge a processing fee on per item basis on your store credit request and this fee will be deducted from the store credits you receive from us.  The amount of store credit offered, under normal circumstances, should be equivalent to the purchase price of the item you have paid deducting the processing fee charged on per item basis.  The exact amount of store credit offered in each case, however; will be determined solely at the discretion of our store. 

The processing fee will be charged at the following scales:

- For items up to USD34.99, the processing fee is USD11.00 or equivalent per item.

- For items of USD35.00 or above, the processing fee is USD14.00 or equivalent per item.

For countries where import tax/duty are charged, we may share up to 50% of such import tax/duty paid by our customers by incorporating this amount into the store credits provided but this will only be limited to those import tax/duty paid to us at the time of checking out at our online store or in other words, completed sales transactions. Please be rest assured that our goal is to offer a fair and reasonable store credit amount to our customers.  We may also require our customers to show evidence to prove their purchases at the time of requesting for store credits.  The exact amount of store credit offered on import tax/duty in each case, however; will be determined solely at the discretion of our store. 

Please note that each item you have purchased is eligible to request store credit for once only.  Any purchase, whether fully or partially, settled by using store credits are not eligible for requesting further store credits.  If such purchase involves more than one items, none of these items are eligible for requesting further store credits.

Please note that store credits can only be used for shopping at our store, it cannot be redeemed for cash or transferred to another payment method.  Store credits are non-transferrable, it cannot be transferred to another party or customer account.  Store credits will only be provided strictly to the same customer account of the original purchase initially which means you must use the same customer account details such as email/delivery address when using store credits to make purchases.  The eligibility of using store credits in each purchase will be determined solely at the discretion of our store.

If you have received a defective or damaged item, please contact us within two (2) calendar days of receiving the order.  In such case, we usually require photographic/videographic evidence to validate the claim and will normally re-send the exact same item, same size and color unless we have agreed upon an alternative resolution.  We will do our best to accommodate your needs and provide satisfactory solutions.  

We understand choosing the right products can be a personal and intimate decision.  In order to ensure you have a positive shopping experience with us, we are here to help with any concerns or issues you may have.  We do encourage you to ask any questions and seek assistance from our knowledgeable staff before making a purchase. We are here to help you find the perfect products for your needs and preferences.

Please carefully review all product descriptions, sizes, and materials before making a purchase. We strive to provide accurate and detailed information to help you make an informed decision.  Thank you for understanding our policy and for shopping with us.