Manage Lovehoney

How to cancel your lovehoney order and understand your new zealand consumer rights

What lovehoney is and why you might want to cancel

Lovehoney is an online retailer that sells individual adult products, lingerie and sexual wellbeing items to New Zealand customers. The service operates as a one-off purchase model rather than a subscription service, which means you buy products directly without recurring charges.

Unlike many other retailers, Lovehoney NZ doesn't offer a direct online cancellation system for orders you've already placed. If you've had second thoughts about a purchase, you'll need to understand your options quickly. At Stopee, we help thousands of New Zealand consumers navigate cancellation and returns processes every year, and Lovehoney is no exception.

When you might need to cancel

You may want to cancel a Lovehoney order if you've changed your mind within minutes of placing it, received a duplicate order by mistake, or realised the product doesn't match your needs. Unfortunately, once an order is processed and shipped, your primary route is through the returns process rather than outright cancellation.

What makes lovehoney different

Lovehoney offers a 100 Day Pleasure Guarantee on selected items, a one-year product warranty, and discreet delivery. However, the company doesn't allow order cancellations through the website after purchase is confirmed, which is a critical distinction from many competitors. Stopee recommends contacting customer support immediately if you need to stop an order before it ships.

Your consumer rights under new zealand law

New Zealand consumer law provides you with protections that go beyond Lovehoney's stated policies, even though the company doesn't offer a statutory 14-day cooling-off period (which applies only to EU and UK consumers).

Consumer guarantees act protections

Under the Consumer Guarantees Act 1993, goods you purchase must be of acceptable quality, fit for their intended purpose, and match the description provided. If Lovehoney has sold you a faulty product, one that doesn't work as promised, or an item that fails prematurely, you have the right to seek a remedy. This is separate from Lovehoney's own returns policy and is your legal safety net.

Stopee advises that you document any defects with photos and keep all original packaging and correspondence. If Lovehoney refuses a claim, you can escalate to the Commerce Commission or dispute resolution services.

Faulty goods and remedies

If you receive a faulty item, you can request repair, replacement or refund. The retailer cannot charge you for remedying a fault that existed at the time of sale. This right exists independently of Lovehoney's one-year warranty and supersedes any restrictive terms in their policy.

How to cancel your lovehoney order

The cancellation process depends on whether your order has shipped and what platform you used to purchase.

Cancelling orders placed on the lovehoney website

Lovehoney NZ does not offer direct order cancellation through their website once you've completed checkout. However, you can still take action to stop your order before it ships.

1. Visit the Lovehoney NZ help page at help.lovehoney.co.nz/cancel-order.html to review the official cancellation procedure.
   • The help page will direct you to contact customer support if you wish to cancel before shipment.
2. Contact Lovehoney customer support by email or phone as soon as possible after placing your order.
   • Email is your documented route; keep a copy of your request and order number.
   • Call during business hours for same-day response.
3. Provide your order number, email address and the reason for cancellation.
   • Pro tip: Be clear that you want to cancel before shipment, not request a return after delivery.
4. Ask for written confirmation that your order has been cancelled.
   • Do not rely on verbal confirmation alone.
5. Check your payment method to verify the charge has been reversed within 3 to 5 business days.
   • If the charge remains, follow up with customer support or your bank.

Handling app store and google play purchases

If you purchased a Lovehoney product through the Apple App Store or Google Play, you must cancel through those platforms, not directly with Lovehoney.

1. For Apple App Store purchases: open Settings, tap your Apple ID, select Subscriptions, find Lovehoney and tap Cancel Subscription (if applicable).
   • Most Lovehoney products sold via the App Store are one-off purchases, not subscriptions, so this step may not apply.
2. For Google Play purchases: open Google Play Store, go to your account, tap Manage Subscriptions or Manage Purchases, find Lovehoney and request a refund.
   • Google typically allows refunds within 48 hours of purchase.
3. Contact Lovehoney support if you need help identifying your purchase or if the app platform refund is rejected.
   • Provide your transaction ID from Apple or Google as proof of purchase.

What to include in your cancellation request

When you contact Lovehoney to cancel, include the following details to speed up the process:

• Your full order number (displayed in your order confirmation email).
• The email address associated with your account.
• The product name and price.
• Your request to cancel before shipment (if applicable).
• Your preferred refund method (original payment method or store credit).

What happens after you cancel

Understanding what changes once you cancel helps you avoid confusion and follow up effectively.

If your order cancels before shipment

Once Lovehoney confirms your cancellation, the order is removed from the warehouse queue. Your account will no longer show an active order, and your payment will be reversed to your original payment method or issued as a refund credit.

Pro tip: Stopee recommends checking your order history on the Lovehoney website to confirm the order status has changed to "Cancelled". If it still shows "Processing" after 24 hours, follow up immediately.

If your order has already shipped

You cannot cancel an order that has already left the Lovehoney warehouse. Your next option is to refuse delivery or initiate a return once the parcel arrives. Lovehoney offers a standard 30-day returns window, so you have time to arrange this.

Your account and data after cancellation

Cancelling one order does not delete your Lovehoney account. Your account data, order history, and warranty claims remain available unless you specifically request account deletion through customer support. If you want to delete your account entirely, contact customer support separately.

Will you get a refund?

Refund eligibility depends on whether you cancel before or after shipment, and whether you're using Lovehoney's returns policy or invoking consumer law.

Refunds for pre-shipment cancellations

If Lovehoney cancels your order before it ships, the full purchase price is refunded. The refund is issued to your original payment method and typically appears within 3 to 5 business days. Some banks may take slightly longer to credit the refund to your account.

Warning: If you don't see the refund after 7 business days, contact your bank and Lovehoney customer support with your cancellation confirmation number.

Returns and the 30-day policy

If your order has shipped and you want to return it, Lovehoney's standard returns policy allows you to return unopened, unused items with all tags and packaging intact within 30 days of purchase. Refunds are issued at Lovehoney's discretion according to their terms.

To return an item, visit help.lovehoney.co.nz/returns-and-refunds/returns-policy-page.html and follow the instructions. Importantly, you'll need to send the item to the Australian returns address provided, even though you're in New Zealand.

The 100 day pleasure guarantee

Lovehoney offers a 100 Day Pleasure Guarantee for selected sex toys and bondage items. You may return one item per order within 100 days for a gift voucher in place of cash refund, subject to Lovehoney's discretion. This guarantee applies only to items that meet the unopened, unused condition, so hygiene-sensitive products must not have been opened.

One-year product warranty

All Lovehoney products are covered by a one-year product warranty from the date of purchase. If your item is faulty within 12 months, Lovehoney will repair or replace it at no charge. This is separate from the returns policy and applies even if the 30-day return window has closed.

Lovehoney pricing and product examples

Lovehoney NZ operates as a one-off purchase retailer, meaning you buy individual products without subscription commitments or recurring charges.

Typical product pricing

The table below shows example products and price points from the Lovehoney NZ website. Prices are displayed in NZD and may vary based on promotions or stock availability.

Common mistakes when cancelling lovehoney orders

We understand the frustration when a cancellation doesn't go smoothly. Stopee has identified the mistakes most customers make so you can avoid them.

Waiting too long to contact support

The longer you wait after placing your order, the higher the chance it will enter the packing or shipping phase. Once your parcel is dispatched, you can no longer cancel; you must refuse delivery or return it. Contact Lovehoney customer support within the first 1 to 2 hours of placing your order if you've changed your mind.

Assuming a payment reversal means cancellation is complete

Just because your bank shows the charge is pending reversal doesn't mean Lovehoney has cancelled the order. A payment reversal and order cancellation are two separate processes. Always request written confirmation from Lovehoney that your order status is "Cancelled" before assuming it's done.

Not documenting your cancellation request

Email is your best tool because it creates a record. If you call customer support, follow up with an email summarizing the conversation, the date, and the support representative's name. Screenshot confirmation emails. If a dispute arises, you'll have proof.

Confusing returns with cancellations

A return happens after delivery; a cancellation stops the order before it ships. These are different processes with different timelines and refund methods. Be explicit in your communication that you want to cancel before shipment, not arrange a return.

Ignoring the australian returns address

Lovehoney NZ uses an Australian postal address for returns despite operating a New Zealand website. If you do need to return an item, use the correct Australian address to avoid delays. Shipping costs from New Zealand to Australia are your responsibility unless the item is faulty or defective under the Consumer Guarantees Act.

Cancellation checklist for lovehoney

Use this checklist to ensure you've covered all essential steps when cancelling your Lovehoney order.

• Order number and confirmation email are on hand.
• You've contacted Lovehoney customer support within 2 hours of placing the order.
• You've requested cancellation in writing (email) with your order number and reason.
• You've received written confirmation that the order status is "Cancelled".
• You've checked your account order history to verify the status change.
• You've waited 3 to 5 business days and confirmed the refund has appeared in your bank account.
• If no refund after 7 days, you've contacted customer support and your bank with your cancellation confirmation number.
• You've kept all correspondence (emails, support ticket numbers) for your records.

Escalation: what to do if lovehoney refuses to cancel

Lovehoney's terms state that online orders cannot be cancelled after placement, but this doesn't override consumer law.

Your rights if lovehoney refuses

If you cancelled within a reasonable timeframe before shipment and Lovehoney refuses to honour your request, you have grounds to escalate. Under the Consumer Guarantees Act, goods must match their description and be fit for purpose. If Lovehoney cannot demonstrate that the order was already in transit before your cancellation request, you have a legitimate consumer claim.

Stopee advises documenting the timeline: date and time of order, date and time of cancellation request, and any communication from Lovehoney about shipment status.

Dispute resolution options

If Lovehoney doesn't respond to your cancellation request or refund claim within 20 business days, you can escalate to:

• The Commerce Commission (NZ Fair Trading Act breaches).
• Disputes Tribunal (if the amount is under $15,000).
• Your bank or credit card provider (chargeback or dispute claim).

Provide the Commerce Commission with copies of your order confirmation, cancellation request emails, and all communication from Lovehoney. The Commission can investigate unfair trading practices and force compliance.

Why stopee helps you cancel smarter

Cancelling online purchases should be straightforward, but retailers often make it deliberately difficult. Lovehoney's policy of blocking online cancellations is common, yet many customers don't know they have legal remedies beyond the retailer's stated terms.

Stopee has helped thousands of New Zealand consumers understand their rights, navigate confusing return processes, and recover refunds when companies push back. Our guides are written by consumer advocates who've seen every excuse retailers use, and we translate complex policy language into actionable steps you can take immediately.

Whether you're cancelling because you've changed your mind, received a faulty item, or simply want to stop a purchase you regret, Stopee provides the clarity and confidence you need to act.

Where to send your lovehoney cancellation or return

Contact details for cancellation requests

For immediate cancellation of an unshipped order, contact Lovehoney customer support via email or phone as listed on their NZ website help page. Email is strongly recommended because it creates a dated record of your request.

Returns address (for post-shipment items)

If your order has already shipped and you need to return it, Lovehoney directs returns to an Australian postal address despite operating in New Zealand. The full address and returns instructions are available on the Lovehoney NZ help page at help.lovehoney.co.nz/returns-and-refunds/returns-policy-page.html. Ensure you use this address to avoid delays, and obtain proof of posting for your records.

Cancelling your Lovehoney order doesn't have to be stressful. By following these steps, contacting support early, and documenting everything in writing, you'll resolve the issue faster and protect yourself. Stopee is here to guide you through every step of the cancellation process, and has helped thousands of New Zealand consumers cancel successfully and recover refunds they were rightfully owed.