Update, I did receive a message from support after leaving this review. Actually received a voucher for the full value of the problem product, great solution. Have used Lovehoney for years, Custom... See more
Company replied
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Review summary
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Reviews shaping this summary
Good delivery time and discrete packaging, but I keep receiving emails from them that I don’t want. I would have purchased a more expensive product as the one I ordered is a bit blah
Bought as an alternative to Lovehoney regular waterbased gel lubricants, use both for regular PV and experimental A intimacy. With some interesting Warming Sensation surprise, While I quite liked it m... See more
Experience from lovehoney side was great. Discrete packaging and item was in perfect condition. I feel pet down by Parcel force. Was given a guideline date but the package arrived 5 days after - no... See more
Company details
About Lovehoney
Written by the company
👋 Welcome to Lovehoney, the UK's favourite online sex shop and adult store. We're all about creating a welcoming and inclusive space for you to discover your sexual happiness!
At Lovehoney, we provide a curated selection of sex toys, sexy lingerie, condoms, lubricants, and tantalizing gifts that cater to your every desire. With thousands of products in stock, we offer a diverse range to ensure your exploration of pleasure is both exciting and fulfilling.
Your privacy is our priority, so that's why all orders are dispatched directly from our warehouse in Bath in plain brown boxes, ensuring your intimate journey remains your little secret.
We want to make your pleasure journey smooth and enjoyable, ensuring you find the perfect match for your desires at low prices, with free delivery available, and hassle-free returns.
At Lovehoney, we blend the smart and educational with a touch of fun. If you are seeking advice or guidance, immerse yourself in our vibrant community through buyers' guides, forums, and product videos, or explore the genuine insights from our 300,000+ sex toy reviews.
For additional assistance, our award-winning customer service team is here for you, providing expert advice and personalized support through chat and email. We'll make sure that your pleasure journey is as smooth as possible.
Elevate your intimate moments with us, where sexual wellness, education, and a hint of fun come together seamlessly. Discover your sexual happiness with Lovehoney. 😍
Satisfaction guaranteed!
Free 30 Day Returns + 1 year product guarantee
When you create a Lovehoney account, you qualify for our awesome 1-year product guarantee. If anything goes wrong with your product, we'll replace it for up to a year after purchase
You can return any unopened, unused or unworn product with its packaging or tags intact to us within 30 days of receiving it for a full refund or exchange.
Lovehoney account holders also qualify for our Sex Toy Happiness Guarantee. If you're not completely happy with a sex toy you have bought from Lovehoney, let us know why within 30 days of receiving it and we'll replace it with one that we think will work for you.
Contact info
100 Locksbrook Road, BA1 3EN, Bath, United Kingdom
- customercare@lovehoney.co.uk
- www.lovehoney.co.uk
4.3
Excellent
253K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
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Great product and customer service!
January 7, 2026
App is easy and clear to use
App is easy and clear to use, products are excellent and products are sent in discreet packaging
April 15, 2026
May use AI-assist with repliesRead more
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
Item does not charge properly
Item does not charge properly. Item loses charge quickly. Box was impossible to open and got ripped.
However, speed of delivery for the faulty item was fast but I very much doubt I would buy again.
June 2, 2026
Reply from Lovehoney
Hi there,
We're so sorry to hear that you've received a faulty product and can understand the frustration that would cause.
Please rest assured that our items are covered by a 1 year faulty warranty.
Our Customer Care team has reached out to you directly to see if we can get this resolved to your satisfaction.
Kind regards,
Lovehoney Customer Care
A bad product and poor customer service
I have used love honey for many years and I have been very satisfied with there products and service up until the last 2 purchases I have ordered a latex sex doll the first one lasted quite a while so I decided to replace it. it arrived but shortly it developed a fault where the latex was coming away developing a pocket like effect to which love honey replaced the item I have recently purchased another which seems to have developed the same defect this time LH have been less than helpful using their AI CHAT I did at start manage to get through where they responded to say they were sorry and would I like a replacement or a refund as at this point I wasn't happy with the product any more asked for a refund and this is where it went BAD since then I got several emails saying I need to make a decision with in 2 days or my case will be closed I sent reply to every email requesting a refund please but the same email kept coming in I went back to the ai on the site and every time it says online and it will get a agent I goes to email assistant which takes up to 7 days to get a reply I have also rang LH direct to get a dead line on option 2 or no answer on option 1 which is the sale's line?? So now I am left no choice but to leave a bad review everywhere I can to let people know or until my issue is resolved professionally
August 3, 2026
Unprompted review
Reply from Lovehoney
Hi there,
We're very sorry to hear that you've had trouble getting in touch with us and do apologise for the frustration that would be caused.
If an agent isn't available at the time that a live chat is opened, the system will create a ticket for you, however if you open multiple chats this also means you will have multiple tickets created.
Due to our system, and to ensure we get your query resolved, if we are awaiting more information and we haven't heard back, you may be sent additional automatic emails to see if you still require assistance and to prevent the ticket being closed without resolving it to your satisfaction however we do apologise for the confusion caused.
Our Customer Care team has reached out to you directly with more information and to get this resolved.
Kind regards,
Lovehoney Customer Care
The goods were in top-notch condition…
The goods were in top-notch condition and delivery was prompt and professional.
July 6, 2026
Good quality item at a competitive…
Good quality item at a competitive price,discretely packaged and swift delivery from a trusted brand in adult products
A very happy customer.
July 16, 2026
An item was missing from my order and I…
An item was missing from my order and I have tried to contact them about this several times, both through the chat bot and to their "customer service email" and have had no response. I will have to contact my card issuer for help which is extremely frustrating.
July 31, 2026
Unprompted review
Reply from Lovehoney
Hi there,
Thank you for contacting Lovehoney.
I'm sorry to hear that you were missing an item and that it has taken longer than we would like to get back to you.
I have taken a look at the order, and I can see that we have now issued a refund for the item that didn't arrive with you.
This will also be fed back to our warehouse team to look into.
Apologies for any inconvenience caused
Kind regards
Lovehoney Customer Care
I ordered a package and it was…
I ordered a package and it was delievered to the wrong address which is clearly seen by the photo.spoke to the ia chat and was informed it wojld be resent and again nothing..woeful reaction.they had the wrong address and admitted that..
May 19, 2026
Reply from Lovehoney
Hi there,
Thank you for contacting Lovehoney.
I'm sorry to hear that you have not received your order.
This has been delivered to the address that you entered on the order, we do not change or apply addresses.
The address you entered on the order can also be seen on your confirmation and dispatch emails.
We have contacted you directly to assist further.
Kind regards,
Lovehoney Customer Care
Exceptional quality lingerie
My order arrived quickly, and in discreet packaging. The items I ordered fit great and are of a great quality and exceptional value for money as I got them in the sale. The lingerie I ordered is beautiful and is as it looked on the website, and equally made me feel beautiful and confident wearing it. I've always had a great experience when ordering from love honey and its my go to! I am very happy with the ease of ordering, delivery, and the overall products I recieved thank you.
July 20, 2026
Package playing hide and seek with courier
Edit: immediately after posting the review on here they reached out and got the issue sorted 🙃 my order was definitely a click and collect to a post office I've ordered 100 times to, but I digress. They've issued a refund which I recieved within a couple of days and reordered the items to my home address with premium delivery and received them. Leaving it at 3 stars as I had to post a review on here for them to provide assistance.
I was going to wait until the situation was resolved, but receiving 10+ promo emails in the span of a week while a package with a dragon dihh shaped dildo with my full legal name on it is lost somewhere in the depths of an Evri depo pissed me off, ngl. I understand this is an issue with the delivery service you use, but how do you not warn people that you use Evri when selecting a collection from a post office? Also, taking up to 7 business days to answer a ticket (let alone action it) is crazy in 2026. So far it's being a very negative first experience.
July 29, 2026
Unprompted review
Reply from Lovehoney
Hi there,
We're sorry to hear you've not yet received your order.
Please be advised we are working hard to address all emails as quickly as possible, and appreciate your patience during this time.
Unfortunately it appears the issue isn't related to the courier, but to the delivery information submitted at checkout.
Our Customer Care team will be in contact shortly to assist further.
Kind regards,
Lovehoney Customer Care
Reply from Lovehoney
Hi there,
We're sorry to hear a part is missing from your order.
Unfortunately, we have been unable to find any correspondence from you, so you may have contacted one of our no-reply email addresses.
Our Customer Care team will be in touch shortly to assist.
Kind regards,
Lovehoney Customer Care
Discreet service and very quick…
Discreet service and very quick delivery and really good prices would recommend
July 19, 2026
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