Lelo Hugo 2 App

Shipping Information & Policy

Australian Orders

Please ensure you enter the correct delivery address when you place your order as once an order is dispatched delivery address details cannot be changed.

We ship with Australia post. Standard shipping is $12.95. We offer free standard shipping Australia wide for orders above $200.

Parcels which are returned to us as undeliverable will incur a re-dispatch/delivery fee if you have entered incorrect or insufficient delivery address details. Freight charges paid for the original dispatch are not refundable. We offer free delivery for purchases over $200 for Australian customers only.

International Orders

For international orders we shop products up to 2kg.

Rates will be calculated at checkout.

Items seized by customs will not be replaced or refunded. Please check you local laws to ensure the product you are purchasing can legally be imported into your Country.

All international orders are checked prior to shipping that the battery will charge and the item is fully functional. This is done in a hygienic environment. Your items box will be opened and then be resealed using our 'Quality Assurance Guarantee' sticker so you can rest assured that your item will not be faulty or arrive DOA.

Returns Policy

Australian Orders

Returns for faulty products only, not change of mind. Faulty or damaged goods please read or returns policy.

Your satisfaction is important to us. However, please choose carefully before you buy as we are unable to accept product returns due to incorrect choice, change of mind or not what was expected; We will only replace items which are found to be faulty, not as described or damaged.

This is a steadfast rule as due to the nature of product as once they leave our warehouse the products may come into contact with bodily fluids including semen, saliva, urine and vaginal fluids and due to health department reasons once an item is sold and the package opened, it may not be re-sold.

You may return a product that has a manufacturing defect, was not as described or was damaged in transit for replacement, or if the product cannot be replaced a choice of store credit or refund will be offered. Please follow these easy instructions.

To return a faulty, damaged or not as described product, you must contact us of the exact problem within 30 days of purchase, fill out the online returns form you will be issued with a RMA Number. Item/s where possible should be in the original packaging and are sent at the customer's cost - this cost will be refunded once the item is returned and the problem verified.

When returning the products include return paperwork detailing the RMA number, nature of the defect, the invoice number for your order, whom you contacted relating to the items return and the invoice where possible.

On an items return the product will be independently Quality Control Checked to verify the problem. Once the fault or problem has been confirmed we will contact you to replace the faulty/damaged goods or issue a refund/credit.

International Orders

In order to ensure that all our international customers receive quality products we test all products from international orders that leave our warehouse prior to dispatch. Products that are battery or power operated are checked prior to shipping that the battery will charge and the item is fully functional.

This is done in a hygienic environment and if the battery is pre-charged we additionally charge for 3-5 minutes and if there is no charge we charge for 2-3 hours so your purchase will arrive with some charge, ready to use.

Each function of the product is tested to ensure it works correctly. In order to do this the product display box will be opened and then be resealed using our 'Quality Assurance Guarantee' sticker so you can rest assured that your item will not be faulty or arrive DOA.

In the unlikely event that your item is damaged in transit or not as described please contact our customer service representative at the contact us page or live chat options and they will instruct you with the international returns process.