FAQ

We have prepared a guide to help you choose a sex toy suited to your needs, you can find it here .

We are available to answer any questions you may have at: 04 86 26 06 40, Monday to Friday, 9:00 a.m. to 1:00 p.m. and 2:00 p.m. to 5:00 p.m. You can also send us a message via our contact page .

If your sex toy 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 that your package has left our warehouses.

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

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

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

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

Unfortunately, we do not offer exchanges. If you are not happy with one of your items, you must return it to receive a refund. Once you have received your refund, you can then place another order on our website. However, we cannot guarantee that the desired product will still be in stock when you place your next order.

No, to protect your privacy and confidentiality, there is no distinguishing feature that allows you to identify the sender of your package. You can therefore have it received by a neighbor without fear.

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

Your security is our priority. Your data is encrypted and therefore not at risk of hacking: the SSL certificate guarantees this, as does the https label on the page (the "s" after http meaning "secure"). In addition, a padlock appears on your page, at the top or bottom of your page depending on the browser you are using, indicating that you are browsing a secure site.

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

If you are subscribed to the newsletter and currently have a customer account created before November 3, 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 one customer account and not be enrolled in the loyalty program. However, to facilitate the management of points allocation, the email address must be the same on both accounts.

All customers who signed up for 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 multiple accounts and are unsure which one was used for registration, you can contact us by email at contact@strap-on-me.com or via the contact form .

Customers who created a customer account after November 3, 2022 and before the launch of the loyalty program will need to register for the Private Club loyalty program.

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

Orders placed before the launch of the loyalty program cannot be taken into account in the points balance.

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

Contact customer service by sending an email to contact@strap-on-me.com or via the contact form and our team will provide you with a personalized response based on your situation.

No. The loyalty program is 100% free.

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

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

Example = €100 purchase – €10 obtained by exchanging 150 points = €90 paid + 90 points earned.

If you request a refund, you will receive €90 back on the card 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 your order, the 100 points earned from that purchase will be removed from your points balance.

If you have a problem with your loyalty account, please contact our customer service at contact@strap-on-me.com or via the contact form .

There may be two reasons:

01. The points balance is not updated:

Points are automatically added when the order status changes to “paid”.

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

However, if you feel like you have earned points but they are not appearing in your account, you can also fix the problem with these tips:

1. Try refreshing your browser.

2. Try logging out and then logging back into your account.

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

If, despite these tips, your points balance is not correct, you can contact our team at contact@strap-on-me.com or via the contact form and we will investigate the issue for you.

02. You did not earn any points on your purchase.

Make sure you were logged in to the Private Club and didn't accidentally switch to guest status. You must be logged in when shopping to earn points.

If you did this by mistake, please contact us at contact@strap-on-me.com 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 canceled for any reason. Please note that any points you earn on a purchase you later return will be deducted from your points balance.

Your points expire 1 year after your loyalty program registration date 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 alert you when your points are approaching their expiration date.

Promotional codes are valid for 1 year following reward redemption. If inactivated before the anniversary date of your Private Club registration, points and promotional codes will expire.

We're sorry to hear this. 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 you forgot to put commas between multiple emails to separate them.

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

If you haven't made a mistake in your referral's email address and the referral link isn't automatically sent by email from the Private Club page, we recommend copying your unique referral link and sharing it either via your email address or by sharing it via Facebook, Twitter, or Messenger using the links at the bottom of the referral tab. Please feel free to contact our team at contact@strap-on-me.com or via the contact form if you need further assistance.

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

You earn a promotional code per referral.

If you have not received any referral promo code(s), it may be because your referrals have not yet placed an order or have not used your unique referral link to visit our site.

As soon as a referral places their first order using your unique referral link, you will automatically receive an email containing your personalized promotional code.

You can also view your "Rewards History" to see a list of your promotional codes received for each successful referral. Please feel free to contact our team at contact@strap-on-me.com or via the contact form if you need further assistance.