|Covid 19 update:
It may take up to 10 working days for your return to be received and processed by our Returns team. Find out more here.
If you’re unable to send us your return because you’re self-isolating, as long as the return meets the terms of our Returns Policy, we'll honour your late return.
You can currently return an item within 28 days of receipt for a refund or an exchange. Items returned must be unworn and unused, with original packaging, tags, labels, and hygiene seals in place.
There are a few things we can’t exchange or refund:
- All sex toys, where the packaging/ box has been opened, unless the item(s) are considered damaged or faulty
- Lingerie, which has been used or where the hygiene seal, tags or labels have been removed
- Hosiery which has been used and where the seal is broken
- Face coverings, due to hygiene reasons.
Please note, we only accept like-for-like exchanges. Items can be exchanged for a different colour or size (subject to availability), but we’re sorry that you can’t choose a different item altogether.
If your items are damaged or faulty, click here.
Ambassador returns will only be accepted if the Returns Form is completed correctly and included with your return. If you've lost your returns form, you can download and print off a new one below.
Failure to include or correctly complete the form may result in the return being rejected and sent back to you.
Kit items cannot be returned or exchanged.
Customer returns for a refund or an exchange will only be accepted if the Returns Form is included with the returned product, and completed by the Ambassador.
Any returns from Party Ambassador customers received at Gold Group House requesting a refund will be credited to the PA's account and a notification sent to the PA. You will need to liaise with your customer directly to issue the refund.
You can return your item(s) to any of our stores for an exchange only.
Please remember to bring with you your proof of purchase (like a receipt, delivery note or screenshot of your order confirmation email), and your original payment method. We're sorry, but we can't accept bank statements or online banking screenshots as proof of purchase.
Remember, you can only exchange your item9s) in store. If you'd prefer a refund, you'll need to send your items back to our warehouse by post.