Orders are dispatched either the same business day or the next business day. We don't ship on weekends or public holidays.

Standard (orders over $49): Free
4-7 business days from when order is dispatched.

Standard (orders under $49): $4.99
4-7 business days from when order is dispatched.

EXPEDITED SHIPPING RATES

Priority: $6.99
2-4 business days from when order is dispatched

ORDER TRACKING

Please note tracking details are not sent immediately after shipping. You will receive them within 24 hours of shipping

Yes, orders are shipped in discreet bubble mailers or boxes with no logos or mention of the nature of the products inside.  All packing slips are generic.

All orders are shipped from our warehouse in Colorado.

We will email you a link when we receive the tracking details of your order. Tracking details are provided within 24 hours of your order being dispatched.

We’re sorry you're having issues locating your package. May we please ask you to carry out the following checks:

1. In the first instance, please check your tracking details on the carriers website as they will provide more information about where your package was left. If you click on your tracking number, on your order page, this will take you directly there. 

2. Please also check the address on your order page is correct.

3. In the next instance please check your package hasn't been left with neighbours.

4. If you're still unable to locate your package, please contact us with your order number and we will double check the tracking number is correct.

5. We will then ask you to contact your local post office and ask to speak with the post master. Please provide them with your tracking number and ask them to check the final GPS location of your order. This will confirm if your order was delivered to the location specified on your tracking. They may even have your package on hold for you at the post office.

Most of the time, missing packages turn up within a few days so we always advise to wait and see if it turns up before further action is taking.

The next step will be for us to file a loss/theft report with the carrier. 

All electronic toys are covered under a manufacturers' warranty for at least 12 months. Most brands will have warranty instructions on their website. Feel free to send us a message and we will provide you with instructions.

Please choose carefully as due to health & hygiene reasons, all products are non returnable. This is for the safety and well being of our customers and our staff.

Faulty Products

If your product is faulty when it arrives, you can send it to us for testing. If defective, we will replace it with an identical product.  All defects must be reported to us within 7 days of delivery.

Before returning a faulty toy, may we first ask you to follow a few simple testing points here.

If your toy is still not working, please contact us at support@lilyandhim.com

All returns must be authorized. All defects must be reported within 7 days of delivery and we must receive the defective item within 28 days of purchase. 

We accept Visa, MasterCard, Maestro and American Express cards. Alternatively, you can complete your order with PayPal, Apple Pay, Google Pay or ShopPay.

We're sorry you're having issues.  Before returning a faulty toy, may we first ask you to visit our faulty toy page here, and follow a few simple testing points.

If all else fails, please contact us at support@lilyandhim.com so we can assist you.

If your product is faulty on arrival, you can return it to us and we will replace it with an identical product. All defective items must be reported within 14 days of delivery.

Cleaning

Investing in a sex toy cleaner is best. A specialized cleanser or spray not only kills off germs and prevents bacterial growth, but also uses conditioning properties which help to keep the integrity of softer materials like silicone and jelly.

Unscented, anti-bacterial soap and hot water is also sufficient for most sex toys. 

Cleaning tips:

Spray your toy with your toy cleaner or unscented, anti-bacterial soap and let the foam sit there for a few moments to kill bacteria and other germs. Be sure to rinse well. If you're washing battery-operated toys that aren't waterproof, be sure to remove the batteries and avoid submerging them.

Toys made of plastic, jelly, or other porous materials, have to be cleaned more carefully, since germs love to sneak into tiny grooves that can form in these after a little wear and tear. Do the same as above, but with a little extra care to make sure you clean the surface as well as any grooves, which can be extremely small.

Storage

Keep toys stored in a container or pouch (to keep them clean) and in a cool, dry place.

Water based lube is always best. Don't use silicone- or oil-based lubes with silicone toys, because it will stick to the material and break down the surface of your toy.