FAQs & Help
What are the accepted payment methods?
We process payments on our site using PayPal’s Express Checkout technology. You can pay using Visa Credit, Visa Debit, MasterCard, Maestro, Discover and American Express cards, and/or any PayPal account balance you have. You will be happy to know that you don’t need to have a PayPal account yourself in order to shop with us or to utilise the payment service. Your chosen payment method will be charged upon completion of the online checkout process. We are unable to accept payment via Solo, Diners Club or JCB cards at present.
If you’ve paid for item(s) which we then cannot deliver for any reason, we’ll issue you with a refund for any item(s) affected. Take a look at our returns policy for details of our refunds process.
Can I place an order over the phone?
In most circumstances as a security precaution, we don’t accept orders over the phone. However if you have no alternative and still wish to place an order over the phone this can technically be arranged for you, please contact us.
Can I make changes to an order, or cancel it once placed?
In most circumstances it is not possible to make changes to your order once it has been placed as we begin processing these very quickly as they are received. If you wish to add more item(s) to your order, the quickest and simplest way to do this is to place a separate order for any additional item(s).
If you would like to change the details of the delivery address specified when placing the order, contact us as soon as possible. It's really important that you let us know of any inaccurately provided delivery address information as quickly as possible so that we can ensure your order is updated and that you receive your items at the desired location! Please ensure that you include your name, your order number, your phone number and your email address in your contact to us. These details will help ensure that your query is handled as quickly as possible.
If your order has been processed, dispatched or delivered already, you will need to follow our returns policy in the event of receiving any unwanted or unsuitable item(s). This does not affect your statutory rights.
Can I add additional items to an order once placed?
Unfortunately not, we are unable to add additional items to an order on your behalf as we are unable to increase the amount you agreed to pay us for the order. If you wish to purchase additional item(s), the quickest and simplest way to do this is to place a new, separate order for these.
How secure is your website?
LuvNaughty.co.uk is as secure as we can possibly make it, utilising only the latest security technology so that you can always shop with confidence. All pages on our website where you provide us with any sensitive information are served securely using SSL encryption technology. We are also verified as secure by McAfee Secure. This technology is among the most advanced security available for online shopping and transaction processing. This means that these pages will display a small, padlock symbol and HTTPS:// at the start of their address in your internet browser. Additionally, your payment details are securely handled in their entirety using PayPal's Express Checkout. We never see or store any of your payment details ourselves.
Why has my payment method been declined?
If you are having any payment issues relating to PayPal or any other payment method related issue, try making the payment again or contact your card issuer or PayPal directly for more information. There may be a limited number of times you can attempt payment before temporarily locking your account.
Why has my order been cancelled?
On occasions some items do sell out quickly. Sometimes when this occurs the number of customers purchasing an item at any one time outweighs the number of units available. If this should happen, we always aim to contact you within 48 hours to advise you of the status of your order, or item(s) within it.
Can I order from my country?
Probably! We are based in, and dispatch from the UK; however we also deliver to more than 30 countries across Europe and around the world. All of our current delivery destinations and postal charges can all be found on our delivery information page.
I'm unsure if my order went through; can you check if it has?
Contact us if you have any questions about your order and we'll gladly check this for you.
I've received my order but something is missing?
We offer our apologies for this; we always strive to ensure that you receive your items right first time, every time. However, occasionally human errors can be made, should such an error affect your order please contact us. Please ensure that you include your order number and name within your message.
I've received a faulty or incorrect item, what happens now?
Please accept our sincerest apologies if you have received a faulty or incorrect item from us. We always strive to ensure that our goods are of the highest quality and reach you in perfect condition. On occasion despite our best efforts, this may not be the case. If this affects you contact us, please ensure that you include your order number and name within your message.
I've placed an order and it has now been refunded. Why?
All items are subject to availability, in the unlikely event that all items within your order are unavailable when the warehouse team attempt to pick them; we will inform you of this and refund the order back to your original payment method as soon as possible. If we find that some of the items are unavailable at the time of picking, we will notify you by email that the items have been refunded, and the rest of your order will be dispatched to you as expected.
How do I set up a LuvNaughty customer account?
To set up a LuvNaughty account takes about 30 seconds, and you can set one up right now by clicking here. Alternatively, simply follow the “register” link at the top of the website.
Do you offer student discount?
Not at this time, our prices are already brilliant :)
Can I use more than one voucher or discount code when placing an order?
No, only one discount code or voucher can be used per online order. If you have more than one please select whichever works out best for you and save the other(s) for your next shop with us.
Why doesn't my discount code or voucher work?
Any discount code or voucher you wish to use needs to be entered into the relevant box during our online checkout. If you find that a code is not being accepted, please ensure that your order meets any criteria specified by the code and that it hasn't expired. Our discount codes and voucher codes are case and space sensitive, they must be entered exactly as they appear in order to work correctly. If you're still experiencing issues and require assistance please contact us.
Where can I find out more about delivery charges and destinations?
Please refer to our delivery information page for full details.
Where can I find out more regarding returns?
Please refer to our returns policy information page for full details.
How can I contact LuvNaughty?
Please refer to our contact us page for full details. However you choose to make contact, we aim to respond to queries within 1-3 business days. Please note that we are only able to correspond in English at the moment.