Orders & Returns
Shipping & Delivery
We aim to get your product to you as quickly as possible within the UK, the majority of our products are shipped via royal mail with orders valued at over £25 shipped by royal mail recorded delivery. Larger items or high value orders are shipped via courier (TNT, UPS, DPD). in the case of courier shipment you will need to be available on the delivery day to sign for your delivery.
FREE Delivery is available on all UK orders over £55 this delivery is via royal mail as above.
Options are available in the checkout for fast delivery via royal mail, guaranteed by 9am / 12am etc and courier delivery these options carry additional charge. please ensure before requesting fast delivery services that we have stock available to fulfil your order, items marked as backordered in our basket will not be shipped immediately.
Any Items returned to us as undeliverable will be subject to £4.95 shipping and handling charge if you require them to be redelivered
Options are available in the checkout for worldwide insured shipping via UPS and Royal Mail International Tracked and Signed for, charges will vary depending on the country and service you require.
Returns & Replacements
14 Day Money Back Guarantee:
All our products come with a 14 day Money Back guarantee:
- Goods must be returned in their original condition and with all original packaging.
- Goods will only be accepted if returned as new i.e. have not been washed or worn, with tags and labels still intact. (This excludes non-refundable goods, please see point 5 below).
- Goods must be returned at the customer’s expense.
- Customers assume responsibility for goods returned, we strongly recommend that returned items are tracked and proof of postage is retained.
- Bespoke (Made to measure items) items which are made to your colour and size specification cannot be returned or exchanged.
- Goods of an intimate nature are non refundable and non exchangeable, this includes sex toys, hosiery, underwear, wigs, selected bondage items, food supplements, oral capsules, magazines and is in accordance with health and hygiene regulations.
If you would like to exchange you purchase for a different size or an alternative product, please contact our Customer Service team who will be happy to help. Exchange items are subject to the same conditions as returns (above).
Faulty or Incorrect Items
The majority of our products are inspected prior to despatch, in the unlikely event that your goods are faulty then we would welcome you to return them to us for a refund or exchange item (see below).
- Please contact us before returning so that we can advise you.
- Please return items within 28 days, we regret that we are unable to accept any faulty items back after this time.
- Please return the item in a clean condition, in its original packaging, complete with any manuals and accessories.
- If the item is faulty we will cover the cost of your return postage up to a value of £7.50. Parcels costing over £7.50 or posting from overseas please email us to obtain your personal reference number.
- When returning faulty items please state the fault of the item on the dispatch note that was received with your order, this can be a photocopy of the original document.
Making a Return
In order to make a return please email us and request a returns management number at [email protected] with your full name, address, phone number and your original order number. Once you have your RNM you may return the goods to us at:
APW Trading Ltd (LLL Returns) Unit A1, Dawson Lane, Barwell Leicestershire LE9 8BE
Please ensure you include your RNM number with any return so that we can relate the return back to your account. If you require a replacement product then please state this in your original e-mail, a shipping and handling charge will be made on all replacements of £4.95.
- If any of the above conditions are not met we reserve the right to return the goods to you at your expense.
- Customers may cancel their order within 7 days of purchase. A refund will be issued straight away if the goods have not left our premises. If the goods are in transit we will refund you as soon as we receive the goods back.