Contact
How to reach the service desk
Email and telephone are the two routes in, and both reach the same desk. Telephone is best for a claim that needs a conversation; email is best for anything with photographs attached.
Hours
The desk is staffed Monday to Friday, 9:00 to 17:00 Eastern, excluding public holidays. Messages that arrive outside those hours are read on the next working morning.
What to include in a message
- Your order number.
- The batch code from the card in the box, for anything to do with a fault.
- A one-line description of the question or fault, and the date it started.
- Whether the inner packaging is still sealed, for anything to do with a return.
Warranty claims
A claim is opened with the order number and the batch code. The first reply offers a diagnostic step to try, a part, or a return instruction. The Warranty guide describes what a cover includes and the Repair guide describes the checks worth running first.
Returns
An unopened intimate item may be returned within thirty days; an opened or used item may not, for hygiene reasons. Ask for a return authorization before posting anything, and keep the parcel plain on the outside.
Response times
Questions are answered within one business day. A claim that needs a bench test takes longer, and you will be told the sequence and the expected timing rather than left waiting without an answer.
Press and partnership enquiries
These arrive at the same address. This store does not run affiliate or influencer programs, so those messages are answered with a plain no rather than a rate card.
Seller details
The seller’s legal entity, registered address, registration numbers and telephone line must be supplied by the operator before this store accepts live orders.
Contact
This is the one place to bring an order, a claim, a return or a question about a specification. Email [email protected] or call +1 212 555 0142. One desk reads everything in the order it arrives, so nothing is forwarded into a queue that nobody owns.