How To Return Your Order

Returning a product is easy!
Just send us an email and we will take care of you!

Just click below to email us

Returns Policy

Returning a product is easy. Just email us and we’ll take of it.

Contact us here: customercare@carnalcloset.com

Return and Refund Policy

Carnal Closet  presents high-quality and original products from leading brands of the sex industry, which has passed all the necessary checks and are certified. We cooperate directly with reliable manufacturers of intimate qualitative products. We only stock the best, proven and approved product. However, we understand that in any technically complex product, there is always a small percentage of defects. We also know that a customer may place an order by mistake or change his mind about his choice.

We want all our customers to be entirely happy with our service and the purchases, and we offer a free 180-day refund or exchange policy for all unopened and unused items. Plus, if your used item breaks or becomes faulty within 90 days of your purchase, you may return it to us completely free for a full refund or exchange.

Contact our Client Service Team, and we will sort out everything for you, you will have to pack all your items safely and send it to us.

We highly recommend obtaining a free proof of postage when you send your return just in case the parcel is lost in transit. Don’t forget to hold onto the proof of postage until we’ve processed your refund or sent you a replacement.

Please note we are unable to refund the cost of postage. If you need anything to be clarified, please contact our Client Service Team before attempting to return the item.

Returning An Order:

Unused Items: Please make sure that your item is unopened, unused and undamaged (unless it is faulty), plus all shrink wrapping, packaging or leaflets and instructions must be intact. Remember to detail whether you would like a refund or an exchange. Your request will be handled and processed as soon as possible, and we will notify you when we receive the returned parcel at our warehouse.

Faulty Items: If your item is defective, please make sure that you detail the issues you are having. Unless the fault is obvious, you may wish to call our Client Service team beforehand as some items may have remotes or battery compartments that have a trick to them!

You must return all leaflets, cards, instruction manuals and packaging with your order (even if it is faulty) as we may not be able to process your replacement without this information.

If you have used the item, please make sure that you give it a thorough clean as photographs will be taken of all faulty items when we receive them to help with processing. If we find that the product is not in a defective condition, we will return the item to you at your expense.

When ordering lingerie, you are of course able to try this on for size, but please wear your underwear underneath as we will not be able to accept soiled or damaged items of this type for a refund or exchange. Don’t forget to retain the original packaging; otherwise, we will not be able to accept your return.

We aim to process all returns as soon as possible. It will be within 30 days, but it usually is much faster. If you would like to check on the status of your returned parcel, please contact service customercare@carnalcloset.com with your order number. Once submitted, refunds will take up to 5 working days to appear in your account depending on your bank.

If you have any further questions or would like assistance, please contact us via customercare@carnalcloset.com and we will be happy to help you further.

The returns policy does not affect your statutory rights.

Returning a faulty item:

In case of a fault, you should first email us customercare@carnalcloset.com describing all the details. In the subject specify the number of your order. If necessary, also attach photos of the packaging, the product itself or a short video of the fault.

One of our customer service representatives will respond within 1-2 working days, providing full information on further actions:

  • The necessary steps to check the product (the most common mistake is that the client incorrectly turns the toys on);
  • The process of returning goods to us.