FAQ
 

What if my order is late?

If you have allowed for the timescales of 4-5 days after dispatch and still not received your order please contact us with your order number and query.

Can I get next day delivery?

If you require any specialdelivery service please contact us before placing the order. Please note that once a order is placed and dispatched we are unable to change the delivery service.

I have received a damaged parcel

If your goods have been damaged in transit, please contact us.

Can I change my delivery address?

Unfortunately if your order has already been confirmed we will be unable to amend any details.

Does my order need to be signed for?

Standard delivery does not need to be signed for.

My order is missing, incomplete or incorrect

If your order is missing or hasn't arrived within the specified delivery time please contact us.

There is an incorrect item in my parcel

If you have received an incorrect item please contact us immediately.

What is the returns policy?

You can return any item within 28 days of receipt for a refund or to exchange it for a different product. Please note that all items returned must be in their original unopened packaging with all labels and tags still attached. Due to hygiene and security reasons, certain items can't be returned unless faulty. All goods will be inspected on return. The following items are non returnable unless in their original packaging and unused
 

  • DVDs
  • Books
  • Candles
  • Sex Toys
  • Condoms
  • Lubricants
  • Massage oils
  • Goods that by reason of their nature can't be returned - (Items such as underwear, where the 'hygiene patch' has been removed, or cosmetics where the seal has been broken)
     

It's very important that when you return an item, you include the invoice that was sent with your order or state your reference number. Without these details we won't be able to take the action you want us to. Any refund will be issued to the card used to make the original purchase. Please allow 5 -10 working days for the funds to show in your account. In the unlikely event that we are unable to provide a replacement we will automatically refund you and let you know via email.

You can return the parcel to:

Frankow Ltd
Flat 404, Harrison House,
1 Martineau square
E1 1BF London

How do I return a faulty product?

We are sorry your product has proved faulty and would like to resolve the problem quickly for you. Please indicate the reason for return and return the faulty product to the address stated above.

How long will it take to get a refund?

It can take up to 7 days for us to receive your return via standard Royal Mail delivery, however once we receive your items, we will process the return / exchange within 72 hours to ensure you receive what you want as quickly as possible. Any refund will be issued to the card used to make the original purchase. Please allow a further 5 -10 working days for the funds to show in your account.

What are my cancellation rights?

You have the unconditional right to cancel internet orders if requested in writing within 7 days of receipt for a full refund.
The following product types must be unused in original packaging:
 

  • DVDs
  • Books
  • Candles
  • Sex Toys
  • Condoms
  • Lubricants
  • Massage oils
  • Goods that by reason of their nature can't be returned - (Items such as underwear, where the 'hygiene patch' has been removed, or cosmetics where the seal has been broken)


Can I change my address?

We are unable to change your billing address once the order is confirmed. Your card must be registered at your billing address