FAQs & Help
What are the accepted payment methods?
We process all payments securely using PayPal’s Express Checkout technology. You can pay using Visa Credit, Visa Debit, MasterCard, Maestro, Solo, Switch, Electron, Delta, Discover and American Express cards, and/or any PayPal account balance you may have. You don’t need to have a PayPal account in order to shop with us! Your chosen payment method will be charged upon completion of the online checkout process.
If you have a gift voucher or points balance with us; you can also use these towards payment for your order, any remaining balance (if any) can then be made via one of the above methods.
In the unlikely event that you’ve paid for any item(s) which we then cannot supply, we’ll issue you with a refund for any item(s) affected within your order. Take a look at our returns policy for full 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 to arrange this.
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 complete confidence. All pages on our website are served securely using SSL encryption technology, this means that all pages on our website will display a small (usually green-coloured) padlock symbol and HTTPS:// at the start of our website address at the top of your internet browser. Our security status is verified daily by McAfee Secure to ensure peace of mind whilst shopping with us, McAfee is one of the world’s leading independent cyber security companies. The technology we use is among the most advanced security available for online shopping and transaction processing at this time. Additionally, your payment details are securely handled in their entirety using PayPal's Express Checkout. We never have access to, see or store any of your payment details.
Why has my payment method been declined?
If you are having any payment issues relating to PayPal or any other payment method related issue, please 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 rare occasions some items sell out quickly. Should this occur, it can mean that 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 any item(s) within it.
Can I order from my country?
Quite probably! We are based in and dispatch from the United Kingdom, however we also deliver to more than 25 countries across Europe and selected destinations around the world. All of our current delivery locations 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?
Yes! Please contact us if you have any questions about your order and we'll gladly check the status of this for you.
I've received my order but something is incorrect or missing?
We offer our sincere apologies for this as we always strive to ensure that you receive your items right first time, every time. However on rare occasions and despite our best efforts human errors could be made, should such an error affect your one of your items or orders please contact us as soon as possible. Also, please ensure that you include your email address, order number and full name within your message to us.
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 as soon as possible. Please ensure that you include your email address, order number and full name within your message to us.
I've placed an order which has now been refunded. Why?
All items we sell 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 shown at the very top of the website.
Do you offer student discount?
We do not offer such a discount at this time, sorry.
Do you offer Armed Forces, Emergency Services or NHS discount?
Yes! LuvNaughty is proud to support the United Kingdom Armed Forces, Emergency Services and NHS staff by offering discounts to these lifesaving employees and teams, both current and veteran. We do this in partnership with the official Blue Light Card scheme. This special discount is exclusively avaiable to current and veteran members of the below UK-based organisations:
• Highways Traffic Officers
• HM Coast Guard
• HM Prison Service
• MOD Police
• Royal Marines
• Royal Navy
• St John Ambulance
• Territorial Army (Army Reserves)
We offer these discounts in partnership with the Blue Light Card scheme, please visit their website at www.bluelightcard.co.uk for full details and to claim.
We also work closely with Health Staff Discounts; if you are already signed-up to their service please check their website for full details and to claim.
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 order. If you have more than one please select whichever provides the best deal for you and save any other(s) for your next shop with us.
My discount code or voucher work. Why?
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 or voucher and that it hasn't expired. LuvNaughty discount codes and voucher codes are case and space sensitive, they must be entered exactly as they appear in order to work correctly. Some discount codes and vouchers require you to be a registered customer on the website and to be logged in to your account before you can use them; however, you should have been advised if this is the case. You can register a LuvNaughty customer account right now by clicking here. 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.
EXCHANGES & RETURNS
Where can I find out more regarding exchanges and 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. We aim to respond to queries within 3 business days. Please note that we are only able to correspond in English at the moment.