Refund and Return Policy

You have 30 days from the date of purchase to return items to us.

Products must be unopened, unused or unworn and have packaging or tags intact. Please note that we cannot offer exchanges.

All purchases are covered by our 1-year product guarantee. If anything goes wrong with your product, we’ll replace it for up to a year after purchase.

Information On Returning An Order:

How long will my refund take?: As soon as we receive your return, we will process your refund or a replacement. During busy periods, such as Christmas, this may take up to 30 days.

What do I need to include in my return? The complete product(s) with all accessories that were included, all leaflets, cards, instruction manuals and packaging (even for faulty items), as we may not be able to process your replacement without this information.

I think my item is faulty!: Unless the fault is very apparent, please get in touch with our Customer Care team. Sometimes we can help you solve the issue over the phone or via email, saving you the time having to return it to us! If a fault has been identified, then our team will of course guide you through the returns process.

I’ve used my item!: Please ensure that items have been thoroughly cleaned before returning as we photograph them to help with processing. However, if the item is not faulty, we will need to return it at your expense.

I want to try on my lingerie purchase: When trying on lingerie, we recommend wearing products over underwear or clothing to act as a barrier.

For hygiene and safety reasons, we cannot accept refunds or exchanges for worn, used, or damaged lingerie products. If you are returning unworn lingerie items, please see our section on Unused Items above.

I’m returning latex: Due to the delicate nature of latex, please choose your correct size and exercise caution when handling the garments so as not to tear them.
Please retain the original packaging for faulty and unwanted products so we can accept your return. As with lingerie, we cannot accept worn or soiled items for a refund or exchange.

Parcel forwarding services

If you report missing or damaged items, and we reasonably believe the order to have been delivered to a parcel forwarding company, we will not offer a replacement or a refund. Tucbo is not liable for any damage, defect, or loss that occurs to orders delivered to a parcel forwarding company. Any order addressed to a parcel forwarding company is placed at your own risk.

Wrong delivery address

Please make sure your delivery address is up to date in your Tucbo Account! We are not responsible for failed deliveries caused by customer errors. For example, if you accidentally give us the wrong delivery address, contact number, or recipient name, we will be unable to refund your order. If you realise you’ve made a mistake before the order has been processed, please contact us straight away.