Frequently Asked Questions

This Agreement was last modified on 18th february 2016

Shipping Information

Will my personal details be shared?

As per our strict Luvland Privacy Policies and Terms and Conditions, the use of private information on the e-commerce platform (i.e. the user’s personal information, credit card details, physical address and contact details) for the purpose of executing orders, will be kept confidential at all times. The provider will under no circumstance divulge these details to third parties, besides the user’s physical address and contact details to the courier company who will be delivering your package.

I just bought something from the Luvland website. How long will it take to arrive?

All orders are processed within 24 hours during the business week. Please allow 3-5 working days for delivery. Please keep in mind that weekends and holidays are not considered working days by Luvland, nor our shipping partners.

How does your 110% Guarantee work?

Luvland offers you the best service and price for sex toys on the Internet! Our 110% Guarantee gives you 110% of the difference on the same product, if you find a lower price elsewhere. For example, if the price difference was R10.00, we will gladly give you the R10.00 discount, plus another R1.00.

Be sure to send us an email ([email protected]) anytime from Monday to Friday at 9am to 4:30pm with a price comparison.

*PLEASE NOTE: This 110% Guarantee only applies to in-stock products of the same model number from an authorized South African retailer.

What is your return policy?

For the health, safety and peace of mind of our customers – and because of the intimate nature of the products we sell – Luvland cannot return or exchange any purchases unless these are defective. This means that products* designed to come into contact with any body part or body fluid is non-returnable and non-resalable:

 vibrators and dildos

 douche or enema kits

 anal toys, beads and plugs

 cock and ball devices, cock rings and cock sleeves

 gags and ropes

 women’s lingerie and men’s intimate wear

 lubrications, massage oils, condoms and body paints

*PLEASE NOTE: Once these products leave the warehouse, they are considered used and therefore cannot be returned.

Additional FAQ

How can I place an order?

Once you have found the product you want to purchase, click the “add to shopping cart” button. Once you have chosen all your items, click the “proceed to checkout” button to complete a form requiring important information. Choose the shipping and payment option you prefer. Once your order has been placed, you will receive confirmation via email.

Can I place my order over the phone?

All orders need to be placed on our user-friendly Luvland website.

Does Luvland have a store I can visit?

Absolutely, we have 46 stores across South Africa! Click to see our locations: https://luvland.co.za/store-locator

How do I reset my password?

It is possible to reset your password at any time. Simply click on “Login/Register” at the top of the Luvland homepage. Type in the email you used to register your account and click on “reset password” – your new password will be sent to you via email.

How long does it take to process a refund?

In the unlikely instance, and at our discretion, we may deem it possible to refund you in full. The refund will be issued to the card used to make a payment for the initial order. Depending on the bank of the cardholder, it takes 3 to 6 working days to reflect in the account.

How long does it take to process a return?

Depending on the reason for the return and the extent of the problem, we aim to process your queries and inform you of a plan of action within 24 hours of receiving the product(s).

What happens if I have an item missing from my delivered package?

Should your package not be reflective of the order you placed, please contact us immediately via our Live Chat feature on the Luvland website or via e-mail ([email protected]), so we can rectify the situation as soon as possible.

How much does shipping cost?

All orders over R750 are free of charge to any location in South Africa. Orders below R750 are charged a flat rate of R130 to cover the door-to-door courier service.

Who will deliver my order?

Orders are delivered by either Lynx Couriers or Fetch. Keep in mind that both these courier companies do not deliver over weekends. You will be provided with important courier confirmation and waybill numbers via email the same day your order is collected from our warehouse.

How do I unsubscribe from receiving the newsletter?

It is possible to unsubscribe from the Luvland newsletter at any time. Simply click the “unsubscribe” link at the bottom of the monthly newsletter you receive via email.

How can I contact Luvland?

You can reach us via email ([email protected]) or via the Live Chat feature on the Luvland website from Monday to Friday at 9am to 4:30pm EST, excluding holidays.

I have a Luvland Coupon, where do I enter the coupon code?

You have the opportunity to enter your Luvland coupon code on the “checkout” webpage where you will be asked whether you have this coupon. Once entered, you will see the discount automatically applied to the payment total.

Can I cancel my order?

Please take care when you submit an order, as we pride ourselves on quick processing and delivery. This means your order is likely to be received and shipped on the same day – making it impossible to cancel.

What are my refund options for a return?

Luvland will gladly replace your return with the same product. However, stock levels could be low, in which case you will be offered a similar alternative at the same value. Should you prefer otherwise, we offer a voucher to the same value as the returned item.

In the unlikely instance, and at our discretion, we may deem it possible to refund you in full. The refund will be issued to the card used to make a payment for the initial order. Depending on the bank of the cardholder, it takes 3 to 6 working days to reflect in the account.

What if a product is defective?

If any product purchased from Luvland is found to be defective within 6 months (or under the manufacturer’s warranty), we will gladly replace it with the same item. Be sure to contact us, so we can issue you a Return Merchandise Authorization number* via email and provide instructions on getting the product back to us.

Kindly include the following information in your email: 1) your order number found in the middle of the page of your email confirmation in red writing; 2) your name; and 3) the nature of the defect.

Once you have personally arranged for the shipping of the product back to our warehouse, we will promptly ship a new, replacement product to you free of charge. Any return must have ALL its original parts and packaging, as well as batteries, cords, controls, blank warranty cards and instructions (if applicable.)

*PLEASE NOTE: This return authorization number must accompany the return in order for it to be processed – no return can be accepted without it.

Are the prices displayed online inclusive of VAT?

Yes, the price you see under each product is already inclusive of 15% VAT.

Discreet shipping and billing is important to me. How will my order look when it arrives and what will show up on my credit card?

Because discreet shipping is important to many of us, the name Luvland will never appear on your package or credit card statement. All packages are delivered in a plain brown or white box with a shipping label stating K2014126770, which is our registered company number. Your credit card or bank statement account will be charged under K2014126770 as well.