return policy
Return & Exchange Policy
At Sophie Joy's Toys we care about our customer's experience. Sometimes we receive gifts that just aren't us. Sometimes we change our mind. We get it.
However, due to the intimate nature of our gorgeous goodies, there are obviously some limitations.
An exchange or return is requested within 2 days of receiving your order.
Items shall be returned in original condition ie: unused in the case of sex toys and unworn, unwashed and with tags still attached in the case of lingerie. All products must be returned in the original packaging.
Return postage is at your expense unless the item is damaged. So please select carefully and consult our size chart page for lingerie items. Sometimes our carriers don't take as much care of our products in transit as we would. If this is the case, please email us a photo of the damaged item immediately upon delivery.
To ensure you will be eligible for a return, any damaged or soiled products will not be eligible for a refund. This includes garments that must be free of perfumes, fake tans etc. If this occurs, we'll return the item to you marked 'Return to Sender'
If you change your mind after ordering, you must notify us immediately. Otherwise, we'll ship your item as scheduled.
For unwanted gifts, please notify us within 2 days and please don't open any packaging before returning the sex toys or garments.
For any other return issues, please feel free to contact us.
Faulty Product Returns:
We aim to provide you with products of the highest standard and quality. If you have received a product with a defect, please contact us as soon as possible so we can guide you through the returns process and help resolve the problem as swiftly as possible (see the ‘Contact Us’ page for our contact information). In order to assist the returns process, you may be required to send us images of the damage, defect or fault for preliminary assessment.
If the product is confirmed to have a defect, we will replace the product or refund you the price of the product to your original payment method at your request. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.
It does not constitute a defect if, in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse, failure to use in accordance with the manufacturers’ instructions, using in an abnormal way or failure to take reasonable care.
Change of Mind Returns
In addition to your rights in relation to faulty products above, full price items can be returned to us for store credit or exchange:
a) within 14 days of purchase;
b) unworn and unused with the original tags still attached; and
c) in the original packaging.
Products sealed for hygiene reasons can only be returned under the change of mind return policy if the seal is intact. Occasionally, some products may be excluded from the change of mind return policy. The exclusion will be noted on the product on our Website.
We are unable to offer refunds on products, including ‘sale’ items, unless faulty or wrongly described.
To ensure the returns are assessed and processed swiftly, please contact us first so we may assist you. You can contact us (see the ‘Contact’ section above for our contact information). We ask that you complete the returns card included in your order. Please include a completed returns card with the product.
When returning products, you are responsible for the associated costs to return the goods to us, however we will ship any exchanged items back out to you for no charge. We recommend that you use registered post as we will not take responsibility for items not received if you attempt to send them to us via non-registered mail.
Please return products to:
The Love Collection
Returns
PO Box 201 Chevron Island,
Queensland, Australia 4217
Once received, we allow up to 5 business days for us to process your return and issue you a refund to your original payment method, a store credit to your account or exchange the product for you, whichever you have chosen. We will then send you a confirmation email when we have applied the refund, store credit or exchange.
NOTE: we will not be able to refund you for any delivery fees that you have paid at purchase to have the product shipped to you.
If in our reasonable opinion the returned product does not comply with this clause, we will ship the product back to you, at your expense, and not issue a store credit or exchange.