Manage Lovehoney

How to cancel your lovehoney account or orders in singapore

What lovehoney is and why you might cancel

Lovehoney is an online retailer specialising in sexual wellness products, from toys and lingerie to accessories and essentials. The company ships to customers across Asia Pacific, including Singapore, operating both a direct e-commerce store and app-based purchasing options through Apple App Store and Google Play.

You might decide to cancel for several reasons: you placed an order by mistake, you want to return an item within the refund window, you're unhappy with a purchase, or you simply want to stop future transactions. At Stopee, we understand that cancellation decisions often involve sensitive products, and we're here to guide you through every step with clarity and respect.

When cancellation matters most

Cancelling early-before your order is processed to the warehouse-gives you the most control. Once Lovehoney ships your items, you'll need to use the returns process instead. If you've subscribed through an app store, you'll cancel through Apple or Google, not directly through Lovehoney.

Your options at a glance

Lovehoney offers three main paths to stop a purchase or return items: contacting customer service before warehouse processing, using the standard 30-day returns window, or invoking the 100 Day Pleasure Guarantee for eligible items. Understanding which applies to you saves time and frustration.

How to cancel lovehoney orders and subscriptions

The method you use depends on where you bought your item and how far along the order is in processing.

Cancel orders placed directly on the lovehoney website

Website orders cannot be cancelled online after placement. Instead, you have two options: contact Lovehoney before the order reaches the warehouse, or return the items after delivery.

1. Log into your Lovehoney account or locate your order confirmation email
   • Find your order number (it appears in the confirmation email and in your account under "Order History")
   • Note the order date and delivery address
2. Contact Lovehoney customer service immediately
   • Email them at their official support address or use the live chat on their website (if available)
   • Mention your order number and ask whether the order has already been processed to the warehouse
   • Explain that you wish to cancel before shipping
3. Request a delivery address change or cancellation
   • If the order has not yet been processed, customer service may accept a request to change your delivery address or halt the shipment
   • This is not a formal online cancellation but a service adjustment
   • Pro tip: Contact Lovehoney within 24 hours of placing your order for the best chance of success
4. If Lovehoney cannot cancel before processing, proceed to the returns section below

Cancel or refund purchases through apple app store

If you bought items or a subscription through the Apple App Store, you manage cancellation directly on Apple's platform, not through Lovehoney.

1. Open your Apple ID settings
   • On your iPhone or iPad, go to Settings > [Your Name] > Subscriptions
   • On a Mac, open App Store > Account > Subscriptions
   • On a web browser, visit appleid.apple.com and sign in
2. Find your Lovehoney subscription or purchase
   • Look for any active subscriptions or recent purchases related to Lovehoney
   • If you see a subscription, tap or click it to open details
3. Cancel the subscription
   • Tap "Cancel Subscription" or "Edit" and then "Cancel"
   • Confirm your cancellation choice
   • Cancellation takes effect at the end of your current billing cycle
4. Request a refund if eligible
   • Go to reportaproblem.apple.com or use the "Report a Problem" link in your App Store purchase history
   • Select your Lovehoney purchase and choose a reason (e.g., "I didn't authorise this charge" or "This app doesn't match its description")
   • Apple reviews your request and typically responds within 48 hours
   • Warning: You have a limited window to request refunds; act within 90 days of purchase for the best outcome

Cancel or refund purchases through google play

Google Play subscriptions and in-app purchases are managed through your Google Account, separate from Lovehoney.

1. Open the Google Play Store app or visit play.google.com in a web browser
   • On Android, tap your profile icon and select "Manage your Google Play account"
   • On the web, sign in and navigate to your account settings
2. Navigate to "Subscriptions" or "Payments and subscriptions"
   • Look for any active Lovehoney subscriptions
   • Tap or click the subscription name
3. Cancel your subscription
   • Select "Cancel subscription" and confirm
   • You'll retain access until the end of your billing period
4. Request a refund for recent charges
   • In the Google Play app, go to "Account" > "Order history"
   • Find the Lovehoney charge and tap "Report a problem"
   • Select a reason and submit your request
   • Pro tip: Google typically allows refunds up to 48 hours after purchase; after that, you'll need strong justification

Returning items and understanding refund windows

If you cannot cancel before Lovehoney ships your order, you have two refund paths: the standard 30-day returns window and the 100 Day Pleasure Guarantee for certain products.

The 30-day standard returns policy

Lovehoney accepts returns on most items within 30 days of your order date, provided items are unopened and in original condition.

• Items must arrive back at Lovehoney in resalable condition (sealed, undamaged packaging)
• Once Lovehoney receives and inspects your return, refunds process to your original payment method
• Some categories-including lingerie, lubricants, and essentials-are excluded from standard returns
• Return shipping costs are typically your responsibility, unless the item arrived damaged or faulty

The 100 day pleasure guarantee for toys and bondage items

Lovehoney's extended guarantee allows you to return one toy or bondage item per order within 100 days in exchange for a gift voucher.

• This applies only to sex toys and bondage products; clothing, lubricants, and advent calendars are excluded
• Instead of a refund, you'll receive a gift voucher for use on future purchases (subject to a maximum voucher amount)
• The item must be returned in a hygienic condition; Lovehoney assesses returns on a case-by-case basis
• Pro tip: Contact Lovehoney before returning under the 100 Day Guarantee to confirm eligibility and receive return shipping instructions

How to initiate a return

1. Log into your Lovehoney account and find your order in your order history
2. Look for a "Return" or "Request a Return" button on the order details page
   • If no button appears, contact Lovehoney customer service directly with your order number
3. Select the item(s) you wish to return and choose a reason (unopened, wrong size, not as described, etc.)
4. Lovehoney will provide a return shipping address and may issue you a return label
   • Pack your item securely with original packaging if possible
   • Use the provided return label or shipping method
5. Once Lovehoney receives your return, they inspect and process your refund or voucher
   • Standard refunds take 5-10 business days to appear in your account after inspection
   • Keep your tracking number until the refund is confirmed

Pricing and billing information

Lovehoney's pricing varies by region and product category. Always verify current prices directly on their official website or app store before making a purchase decision.

Do not rely on third-party price summaries

Prices listed on comparison sites or forums may be outdated. Always check Lovehoney's official product pages for current pricing before purchasing or deciding whether to return an item.

What happens after you cancel or return

Cancellation and returns affect your account and future orders differently depending on how you cancel.

Your account and data after cancellation

Cancelling an order does not delete your Lovehoney account or stored data. Your account remains active, and you can place new orders at any time. If you wish to delete your account entirely, you must contact Lovehoney customer service separately and request account closure. Lovehoney will retain data as required by law but will stop sending marketing emails once you unsubscribe.

App store subscriptions and future charges

When you cancel a subscription through Apple or Google, future charges stop at the end of your current billing cycle. However, cancellation does not automatically refund past charges; you must request refunds separately through the app store platform. Lovehoney has no control over this process.

Order status and delivery

If Lovehoney accepts your pre-processing cancellation request, your order will not ship. If you request a delivery address change, your order may be redirected to the new address. If neither occurs, delivery proceeds as originally placed.

Your consumer rights in singapore

Singapore's Consumer Protection (Fair Trading) Act protects you when purchasing from Lovehoney, even though the company is based overseas.

Key protections you have

Under the Consumer Protection (Fair Trading) Act, Lovehoney must not mislead you about product quality, safety, or availability. If items arrive damaged or do not match the description on the website, you have grounds to request a refund or replacement.

• Lovehoney must honour its published return and refund policies as written
• If items pose a safety risk, you can escalate your complaint to the Consumers Association of Singapore (CASE)
• You have the right to fair treatment and honest communication throughout the cancellation process

Singapore does not have a statutory cooling-off period

Unlike some countries, Singapore does not automatically provide a 14-day cooling-off right for online purchases. Lovehoney's 30-day and 100-day windows are voluntary policies, not legal requirements. However, if Lovehoney's website or emails promised a return window, you can hold them to that promise under consumer law.

Escalation through CASE

If Lovehoney refuses to honour its stated return policy or treats you unfairly, you can lodge a complaint with the Consumers Association of Singapore (CASE). CASE can mediate disputes and, if necessary, pursue enforcement action. Visit case.org.sg or call 6100-0315 to file a complaint.

Common mistakes to avoid

Cancelling can be stressful, especially for sensitive purchases, and small missteps can delay refunds or leave you stuck with unwanted items.

Mistake 1: waiting too long to contact customer service

Once your order enters the warehouse for processing, your window to prevent shipment closes. Email Lovehoney within 24 hours of placing your order if you want to stop it before it ships. Waiting days or weeks eliminates this option.

Mistake 2: returning items in the wrong condition

Items must be unopened and in resalable condition to qualify for a refund. If you open packaging or use an item, Lovehoney may refuse the return or reduce your refund. The 100 Day Guarantee has some flexibility here, but standard returns do not.

Mistake 3: forgetting to cancel app store subscriptions

Cancelling through Lovehoney's website does not cancel app store subscriptions. You must cancel directly through Apple or Google, or charges will continue to renew automatically. Pro tip: Check your Apple and Google accounts every month for forgotten subscriptions.

Mistake 4: throwing away the packaging before confirming refund receipt

Keep your original packaging and order details until Lovehoney confirms your refund in writing. If Lovehoney disputes your return, you'll need proof that you had the item in resalable condition.

Mistake 5: not requesting a refund within the platform refund window

Apple and Google refund requests expire. On Apple, you have up to 90 days; on Google, typically 48 hours. Request refunds immediately if you believe a charge was unauthorised or incorrect.

Cancellation checklist

Use this checklist to ensure you complete every step and avoid delays or missed deadlines.

How stopee can help you navigate lovehoney cancellation

Lovehoney's cancellation process involves multiple platforms and time-sensitive windows. At Stopee, we specialise in untangling complex cancellation scenarios across retailers, subscription services, and app stores. Whether you're unsure whether your order qualifies for the 100 Day Pleasure Guarantee, need help drafting a message to customer service, or want to understand your rights under Singapore's Consumer Protection Act, Stopee provides step-by-step guidance tailored to your situation.

Our mission is to empower you with clear, accurate information so you can cancel with confidence. Stopee has helped thousands of consumers navigate refunds and cancellations across sensitive product categories, and we understand the nuances of online retail outside your home country. If Lovehoney's customer service is unresponsive or you encounter resistance, Stopee guides you through escalation with CASE and helps you document your case for mediation.

Contact information for lovehoney and support

If you cannot resolve your cancellation or return through the Lovehoney website, use these official contact channels.

Lovehoney customer service

• Email: Use the "Contact Us" form on the Lovehoney website for your region
• Live chat: Available on lovehoney.com.sg during business hours
• Phone: Check your order confirmation email or the website for the regional support number

If lovehoney does not respond

• File a complaint with the Consumers Association of Singapore (CASE) at case.org.sg or call 6100-0315
• Contact your credit card company or payment provider to dispute the charge if Lovehoney refuses a legitimate refund
• Report the issue to Stopee at stopee.com so we can track patterns and help other consumers

Cancelling or returning items to Lovehoney is straightforward once you understand which option applies to your situation. Act quickly if you want to stop an order before processing, use the 30-day window for standard returns, and leverage the 100 Day Pleasure Guarantee for eligible toys. Keep your order confirmation, tracking numbers, and correspondence until your refund is confirmed. If you hit a wall, escalate through your app store, CASE, or your payment provider. Stopee remains your ally throughout this process: we've built guides, checklists, and escalation templates to help you succeed. Visit stopee.com today and take the first step toward a hassle-free cancellation.