Do you have questions? Our FAQ may have the answer!
Would you like further clarification? Help us improve our service — share your feedback and suggestions, or help expand our FAQ by writing to us via our contact page.
Products
We have put together 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 at: 04 86 26 06 40, Monday to Friday, 9:00 am to 1:00 pm and 2:00 pm to 5:00 pm. You can also send us a message via our contact page.
If your sex toy is remote-controlled, such as one of our vibrating Strap-ons, you must remove the plastic pull tab from the remote control before first use. This is designed to protect the motors of your vibrating Strap-On during transit.
Orders and delivery
You will receive an email confirming that your parcel has left our warehouse.
A tracking number will be provided so you can follow the progress of your delivery.
The average delivery time within mainland 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 course of action is to notify us as quickly as possible by phone or email.
If your order has already been processed and dispatched, simply follow the returns procedure.
Unfortunately, we do not offer exchanges. If an item is not right for you, you will need to return it in order to receive a refund for your order. Once the refund has been processed, you will be able to place a new order on our website. Please note, however, that we cannot guarantee the desired product will still be in stock when you place your new order.
No, and again in the interest of protecting your privacy and confidentiality, there is nothing on the parcel to identify who the sender is. You can therefore have it received by a neighbour without any concern.
Payment
No, we respect your privacy and your order is placed in complete confidentiality: your bank statement will show the reference "LOVELY PLANET".
Your security is our priority. Your data is encrypted and therefore fully protected against hacking: this is guaranteed by the SSL certificate, as well as the https prefix in the page address (the "s" after http stands for "secure"). In addition, a padlock icon appears on your page, at the top or bottom depending on the browser you are using, indicating that you are browsing a secure website.
Loyalty Programme
Visit the dedicated Private Club page, enter your name, email address and password. Registration is free, and you will automatically be signed up to receive emails relating to the exclusive benefits of the Private Club.
If you are subscribed to the newsletter and currently have a customer account created before 3 November 2022, you have been automatically enrolled in the Private Club loyalty programme.
The strap-on-me® customer account and the Private Club account are two separate accounts. You may have a customer account without being enrolled in the loyalty programme. However, to simplify the management of points allocation, the email address must be the same on both accounts.
All customers subscribed to the newsletter and with an active account before 3 November 2022 were automatically enrolled in our loyalty programme. If you have had multiple customer accounts on strap-on-me, please note that only one loyalty account was created per person. If you have several accounts and are unsure which one was used for enrolment, you can contact us by email at contact@strap-on-me.com or via the contact form.
Customers who created a customer account after 3 November 2022 and before the launch of the loyalty programme will need to sign up for the Private Club loyalty programme.
You will find all the information relating to your account on the Private Club loyalty programme page once you are logged in.
Orders placed before the launch of the loyalty programme cannot be taken into account in the points balance.
You will only receive points for purchases made after you have joined the Private Club. Please make sure you are enrolled before placing an order so that you can earn points.
Please contact our customer service team by emailing contact@strap-on-me.com.com or via the contact form and our team will provide you with a personalised response based on your situation.
Is the loyalty programme free?
Log in to the Private Club page to view the available rewards and click the "Redeem" button to exchange your points for the promotional code of your choice.
Yes. If you return the entire order, we will refund the total amount paid 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 by redeeming 150 points = €90 paid + 90 points earned.
If you request a refund, you will receive €90 back to the card used for the purchase and 60 points credited back 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 that purchase will be removed from your points balance.
If you are experiencing an issue with your loyalty account, please contact our customer service team at contact@strap-on-me.com or via the contact form.
There may be two reasons:
01. The points balance has not been updated:
Points are automatically added once the order status changes to "paid".
The first thing to note is that there may be a delay in communication between our systems, and points can take anywhere from a few minutes to several hours to appear on your account.
However, if you believe you should have earned points but they are not showing on your account, you can also resolve the issue using 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 whether points have been added without your noticing. Your "Rewards History" will show you the number of points earned, how and when they were earned, as well as any point redemptions made on your account.
If, despite these tips, your points balance is still incorrect, you can contact our team at contact@strap-on-me.com or via the contact form and we will look into the issue for you.
02. You did not earn points on your purchase.
Please check that you were logged into the Private Club and that you did not accidentally switch to guest mode. You must be logged in when making purchases in order to earn points.
If you did so by mistake, please contact us at contact@strap-on-me.com or via the contact form and we will 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 that you later return will be deducted from your points balance.
Your points expire 1 year after your enrolment date in the loyalty programme if they have not been used, if no activity has taken place in the Private Club, or if no order has been placed before the anniversary date of your Private Club registration.
You will receive an email to notify you as your points' expiry date approaches.
Promotional codes are valid for 1 year following a reward redemption. In the event of inactivity before the Private Club registration anniversary date, points and promotional codes will 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 separate multiple email addresses with commas.
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 the same time.
If you did not make an error in your referral's email address and the referral link is not being sent automatically by email from the Private Club page, we recommend copying your unique referral link and sharing it either via your own email address or through Facebook, Twitter or Messenger using the links at the bottom of the referral tab. Please do not hesitate to contact our team at contact@strap-on-me.com or via the contact form if you need further assistance.
First of all, thank you for trusting us and for recommending strap-on-me® to your friends.
You earn one promotional code per referral.
If you have not received any referral promotional 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 website.
As soon as a referral places their first order using your unique referral link, you will automatically receive an email containing your personalised promotional code.
You can also check your "Rewards History" to see a list of the promotional codes you have received for each successful referral. Please do not hesitate to contact our team at contact@strap-on-me.com or via the contact form if you need further assistance.
