FAQ

We have prepared a guide to help you choose the right sextoy for your needs, you can find it here.

We are at your disposal for any question at: 04 86 26 06 40, from Monday to Friday, from 9am to 1pm and from 2pm to 5pm. You can also send us a message via our contact page.

If your sextoy is Remote Controlled like one of our vibrating Strap-Ons, you must remove the plastic cover from the remote control before first use. This is to protect the Motors of your vibrating Strap-On during travel.

You will receive an email indicating the departure of your package from our warehouses.

A tracking number will be communicated to you and you will be able to follow the evolution of the delivery of your package.

The average delivery time for France is 2 to 3 days, 3 to 5 days for Europe and 5 to 7 days for the rest of the world.

The best is to notify us as soon as possible by phone or email.

If your order has already been processed and shipped, simply follow the return procedure.

Unfortunately, we do not accept exchanges. If you are not happy with an item, you must return it for a refund. Once the refund has been received, you can then place another order on our website. However, we cannot guarantee that the desired product will still be in stock at the time of your new order.

No, again to preserve your privacy and confidentiality, there is no distinctive sign to identify the sender of your package. You can therefore have it received by a neighbour without fear.

No, we respect your privacy and you order in complete confidentiality: your account statement will be marked "LOVELY PLANET".

Your security is our priority. Your data is encrypted and therefore runs no risk of piracy: the SSL certificate is a guarantee of this, as well as the https mention of the page (the "s" appearing after http meaning "secure"). In addition, a padlock appears on your page, at the top or bottom of your last page, depending on the browser you are using, which indicates that you are browsing a secure site.

Go to the dedicated Private Club page, enter your name, email and password. Registration is free, you will be automatically registered to receive emails related to the privileged benefits of the Private Club. 

If you are subscribed to the newsletter and you currently have a customer account created before November 3rd 2022 you have been automatically enrolled in the Private Club loyalty program.  

The Strap-on-Me customer account and the Private Club account are two independent accounts. You can have a customer account and not be registered in the loyalty program. However, to facilitate the management of the allocation of points, the email address must be the same on both accounts. 

All customers who subscribed to the newsletter and had an active account before November 3, 2022 were automatically enrolled in our loyalty program. If you had multiple customer accounts on Strap-on-me, please note that only one loyalty account was created per person. If you have more than one account and we do not know which one was used for registration, you can contact us by e-mail at the following address [email protected] or via the contact form.

Customers who create a customer account after November 3, 2022 and before the launch of the loyalty program will be required to enroll in the Private Club loyalty program. 

You will find all your account information on the Private Club loyalty program page once you have logged in. 

Orders placed prior to the launch of the loyalty program cannot be included in the points balance.

You will only receive points for purchases made after you have registered with the Private Club. Make sure you are registered before placing an order in order to receive points. 

Contact customer service by sending an e-mail to the following address [email protected] or via the contact form and our team will offer you a personalized response to your situation. 

No. The loyalty program is 100% free. 

Log on to the Private Club page to see the benefits available and click on the "Redeem" button to redeem your points with the desired promotional code. 

Yes, if you return the entire order, we will refund the full amount spent after the discount has been applied. The points you used to redeem the discount will also be credited back to your Private Club account. 

Example = 100€ purchase - 10€ obtained thanks to the exchange of 150 points = 90€ paid + 90 points earned.

If you ask for a refund, you will get 90€ back on the carta used for the purchase and 60 points credited to your balance. (150 - 90 = 60 points)

When an order is refunded, the points earned on that purchase are removed from your Private Club points balance.  

Example = 100€ purchase = 10 points. If you request a refund for the order, the 100 points earned from this purchase will be removed from your point balance.

If you encounter a problem with your loyalty account, please contact our customer service department at the following address [email protected] or via the contact form. 

There may be two reasons: 

01. The point balance of is not updated:

Points are automatically added when the order status is changed to "paid".

The first thing to note is that there may be a delay in communication from our systems and points may take a few minutes to several hours to appear on your account. 

 However, if you feel like you've earned points but they don't show up on your account, you can also solve the problem with these tips:

1. Try refreshing your browser.

2. Try logging out and then back in to your account.

3. Check your "Rewards History" in your Private Club account to see if points have been added without your knowledge. Your "Rewards History" will show you how many points were earned, how and when they were earned, and any redemptions made on your account.

If, despite these tips, your points balance is not correct, you can contact our team at the following address [email protected] or via the contact form and we'll look into the problem for you.

02. You have not earned any points on your purchase.

 Make sure you were logged in to the Private Club and did not accidentally switch to guest status. You must be logged in when making purchases to earn points. 

 If you have done so by mistake, please contact us at the following address [email protected] or via the contact form to help you apply your points to your account. 

You will also not receive points if you return your purchase or if your purchase is cancelled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your point balance.

Your points expire 1 year after your registration date in the loyalty program if they have not been used, if no interaction has been made in the Private Club or if no order has been made before the anniversary date of registration in the Private Club. 

You will receive an email to notify you when your points are about to expire. 

Promotional codes are valid for 1 year following redemption. In case of inactivation before the anniversary date of the Private Club registration, the points and the promotional codes expire.  

We are sorry to hear that. There are a few scenarios that could have triggered the error message.  

The first possible scenario is that there was a typo in one of the email addresses you entered or that you forgot to put commas between multiple emails to separate them. 

To eliminate any confusion about what happened, we recommend that you go back and enter each email address one by one, clicking "send" after each one rather than entering them all at once.  

If you have not made a mistake in the e-mail address of your sponsoree and the sponsorship link is not automatically sent by e-mail from the Private Club page, we recommend that you copy your unique sponsorship link and share it either via your e-mail address or by sharing it via Facebook, Twitter or Messenger using the links at the bottom of the sponsorship tab. Don't hesitate to contact our team at the following address [email protected] or via the contact form if you need any further assistance.

First of all, we would like to thank you for the trust you have placed in us by telling your friends about Strap-on-Me. 

You earn one promotional code per referral. 

 If you have not received a referral promotional code(s), it may be that your referrals have not yet placed an order or used your unique referral link to get to our site. 

As soon as a referral places his or her first order with your unique referral link, you will automatically receive an email containing your personalized promotional code.  

You can also consult your "rewards history" to see a list of your promotional codes received for each successful referral. Don't hesitate to contact our team at [email protected] or via the contact form if you need any further assistance.