RETURNS & REFUNDS
Returns & Refunds
We want you to receive the correct product in good condition. Contact support@lustyowl.com before sending anything back.
Return window
Return requests must normally be submitted within 30 days of delivery. To be eligible, an item must be unused, unopened where a hygiene seal is present, and returned with its original packaging and proof of purchase.
Hygiene restrictions
For health and safety reasons, opened or used intimate products cannot normally be returned unless the item is defective, damaged or incorrect. Sale items, gift cards and customised items may also be non-returnable except where applicable law requires otherwise.
Damaged, defective or incorrect items
Inspect your parcel after delivery. If an item is damaged, defective, incomplete or incorrect, email us promptly with your order number and clear photos or video showing the problem. We will review the evidence and provide the appropriate resolution.
How to request a return
- Email support@lustyowl.com with your order number and reason for the request.
- Wait for return approval and the correct return instructions.
- Do not send the product to the address printed on the parcel unless our support team specifically confirms that address.
Because products may ship from different fulfilment partners, the correct return destination is provided case by case. Unauthorised returns may not be accepted or refunded.
Return shipping
Where the return is caused by a verified damaged, defective or incorrect item, we will explain the available resolution. For discretionary returns, return-shipping costs may be the customer's responsibility unless applicable law requires otherwise.
Refunds
After an approved return is received and inspected, we will notify you whether the refund is approved. Approved refunds are sent to the original payment method. Bank or card processing times are outside our control and can take additional business days.
European customers
Customers in the European Economic Area or United Kingdom may have statutory cancellation rights. Those rights can be limited for sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.
Questions
Email support@lustyowl.com and include your order number.