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Orders & Returns


Track your order

Orders and Returns

If you’d like to track your order, simply complete the information above or follow the steps below:

  1. Log in to your account
  2. Click My Orders on the left hand side of the page
  3. Find the desired order and click ‘View Order’ (complete orders can be tracked)
  4. Click ‘Track Your Order’ (a new window will open providing the tracking information)

Please note: We update the tracking information at the end of each day, so you may not be able to track your order for up to 24 hours.


Changing or cancelling your order

Here at Sinnovator, everything is bespoke and handmade to order. As such, we would request that you let us know immediately should cancellation be required. Please do so within the first 15 minutes of placing an order. Unfortunately, we are unable to make changes to existing orders. In cases where this is requested, we would need to cancel the order and raise a new one. Please also instruct us to do so within the first 15 minutes if this is necessary.

To advise us of any cancellations please email our customer services team or complete our contact form. Our customer services team are available between 8:00am and 6:00pm (GMT) Monday to Friday or 9.00am and 3.30pm (GMT) on Saturday. alternatively,


Missing or incomplete orders

In the unlikely event that something was missing from your order, or 7 days have passed and you’re still waiting for it to arrive, we apologise. Here at Sinnovator, we pride ourselves on being extremely reliable and this certainly isn’t the norm. Please advise of any issues by contacting our customer services team on email or complete our contact form. We will do everything we can to rectify the situation.


Faulty or damaged products

Every Sinnovator item is hand sculpted, hand-poured and subject to strict quality assurance procedures. As such, it is extremely unlikely that your chosen product will reach you in anything other than an exemplary condition. In fact, we’re so confident in the superior standard of your Sinnovator sex toy that it comes complete with a 1-year guarantee.

However, if, due to unforeseen circumstances, your item is damaged upon receipt please accept our sincere apologies and follow our Returns Procedure below:


Returning your order

  1. Click here to complete our online return process. Once submitted, you’ll receive a pre-paid Royal Mail returns label
  2. Securely package your return & enclose a cover letter that details reason for return, name, address, e-mail address/contact number and order number
  3. Post your products back to us within 30 days of receipt & retain proof of postage

Note: Don’t panic if you’re unable to print your returns label. After a few moments, you’ll receive an e-mail that includes the returns label in a downloadable format, as well as a QR code. It is simply a matter of taking your e-mail, along with your pre-packaged return, to the Post Office, where they will scan and print the label for you.


Refunds and replacements

Because Sinnovator sex toys are customised and made to order, we are only able to offer a refund if the item is damaged, incorrect or faulty. In rare cases such as these, we will replace or refund the order within 14 days of receiving your returned item.

You are entitled to a refund for damaged goods, on the condition they are returned within 30 working days after receiving your order. Complete with a 1-year warranty, any items that are returned after this time will be replaced.

In cases where a change-of-heart has occurred, we are unable to offer a refund due to the bespoke nature of the product. However, we can provide partial credit on future orders.

Any basic paid postage cost is refundable, unless, upon inspection, the item is deemed not to be faulty or damaged. In this case, it will be returned to you.


Refunds

If your Sinnovator sex toy is damaged when it arrives, please return to us within 30 days of initial receipt. Refunds will be issued within 14 working days (from date received), using the same method that was used for payment. This will subsequently show in your account within 3 to 5 working days; however, it could take longer depending on your bank.


Replacements

We are extremely passionate about our products and want you to be 100% satisfied. You are entitled to a replacement for your product, whether it is damaged when it arrives or becomes damaged within a year, under the included warranty.

Once we receive your returned item and it has been inspected, we will arrange for a replacement to be sent out to you as soon as possible. It will be dispatched via Royal Mail standard delivery, which typically takes 3-5 working days to arrive. If you wish to receive your replacement order faster than this, you can contact our customer services team on 01482 496937 between 8:00am and 6:00pm (GMT) Monday to Friday or 9:00am and 3:30pm (GMT) Saturday to arrange next day delivery. alternatively, you can send an email or complete our contact form


International returns

Because Sinnovator sex toys are customised and made to order, we are only able to offer a refund if the item is damaged, incorrect or faulty.

If you are based outside the UK and require a refund, please return your damaged item to us within 30 days. Please note: as long as the package is posted within this time frame, receipt is not required until a later date. Please retain proof of postage/a receipt and we will reimburse you for this once the item has been inspected.

After we have received your return and inspected it, your refund will processed within 14 days and will subsequently show on your account within 3 to 5 working days (this may be longer depending on your bank). We will, however, endeavour to ensure you are credited as quickly as possible.


Payment options

Pay online:

Simple and secure, you can pay online using your Visa, Visa Electron, Visa Debit, MasterCard, Maestro, Solo, Paypal, JCB or American Express card.

Payment privacy

When it comes to privacy, we are extremely meticulous. Detailed on your receipt and bank statement will be our limited company name, NES Mail Order.