Cancel Lovehoney: Step-by-Step Guide

How to cancel your Lovehoney account, orders and subscriptions in singapore

What Lovehoney is and why you might need to cancel

Lovehoney is an online wellness retailer that ships intimate and personal care products to customers across Asia Pacific, including Singapore. The company operates through a website store, an iOS app available on the Apple App Store, and an Android app on Google Play. You can browse and purchase directly, or subscribe for regular deliveries of selected items.

You may decide to cancel for several reasons: you placed an order by mistake, you want to return an item within the refund window, you are unhappy with a purchase, or you simply want to stop future transactions. At Tocancel, we understand that cancellation decisions involving sensitive products deserve clear guidance and respect. You have consumer rights that protect you in every scenario, and this guide walks you through them.

Why timing matters when you cancel

The moment you request a cancellation changes what Lovehoney can do. If you act before your order moves to the warehouse, customer service may halt it entirely. Once Lovehoney ships your items, you move into the returns process instead. If you subscribed through Apple or Google, you cancel through those platforms, not directly with Lovehoney. Acting fast gives you the most control over your money and your order.

Your cancellation options at a glance

Lovehoney offers three main paths to stop a purchase or retrieve your money: contacting customer service before warehouse processing, using the standard returns window after delivery, or invoking the 100 Day Pleasure Guarantee for eligible items. Understanding which route applies to your situation saves you time and removes confusion.

Your consumer rights when cancelling with Lovehoney

Singapore's Consumer Protection (Fair Trading) Act protects you when you buy goods or services, including from online retailers like Lovehoney. This law gives you specific rights that the company must honour.

What the law guarantees you

Under the Consumer Protection (Fair Trading) Act, goods sold to you must be of merchantable quality, fit for their purpose, and match any description given to you. If they do not, you have the right to reject them, ask for a repair, request a replacement, or claim a refund. The company cannot legally force you to accept faulty or misdescribed items. This applies to all purchases made in Singapore, whether online or in-store.

You also have the right to cancel orders placed online within a cooling-off period. For purchases made at a distance (like online shopping), you generally have 14 days from delivery to cancel without giving a reason, provided the goods remain unused and in original packaging. Lovehoney must inform you of this right at the point of sale. Your legal position is this: the company must make cancellation straightforward and must refund you within 14 days of receiving returned goods.

What happens if Lovehoney refuses to help

If Lovehoney ignores your cancellation request, refuses a valid refund, or fails to process a return within the legal timeframe, you can escalate the complaint to the Consumers Association of Singapore (CASE). CASE investigates disputes between consumers and businesses and can pressure companies to comply with the law. You do not need a lawyer; CASE handles this for free. This is your safety net if the company does not act fairly.

How to cancel Lovehoney orders placed directly on the website

Website orders cannot be cancelled through an online portal after you submit them. Instead, you contact customer service directly and ask them to stop processing before your order ships.

1. Locate your order confirmation and order number
   • Check your email for the order confirmation from Lovehoney
   • Log into your Lovehoney account and navigate to "Order History" to find the order number
   • Note the exact date you placed the order and the items included
2. Contact Lovehoney customer service within 24 hours
   • Visit the Lovehoney website and locate their customer support contact page
   • Use the live chat feature if available, or send an email to their support address
   • State your order number and explain that you wish to cancel before the warehouse processes your shipment
3. Ask whether your order has been processed to the warehouse
   • Customer service will check the status of your order in their system
   • If it has not yet been packed or shipped, they may stop it or change your delivery address
   • This is not a formal online cancellation but a service request that the company can choose to honour
4. If the company agrees, request written confirmation
   • Ask customer service to email you confirmation that your order has been cancelled
   • Keep this email in case a charge appears on your statement later
5. If Lovehoney cannot cancel before processing, proceed to the returns process
   • Once your order ships, you will receive tracking information
   • You can then request a return within 30 days of delivery

The faster you act, the better your chances of stopping the order entirely. Contact Lovehoney within 24 hours of placing your order for the highest success rate.

How to cancel or refund purchases through apple app store

If you bought items or a subscription through the Apple App Store, you manage cancellation directly on Apple's platform, not through Lovehoney customer service.

1. Open your Apple ID settings on your device
   • On an iPhone or iPad, go to Settings, tap your name, then tap "Subscriptions"
   • On a Mac, open the App Store, click your account icon in the top right, then click "Subscriptions"
   • On a web browser, visit appleid.apple.com, sign in, and navigate to "Subscriptions" under "Manage your Apple ID"
2. Find your Lovehoney subscription or purchase
   • Scan the list of active subscriptions for any Lovehoney entries
   • If you see a subscription, tap or click it to open the details page
3. Cancel the subscription immediately
   • Tap or click "Cancel Subscription"
   • Confirm your choice when prompted
   • The subscription will end at the close of your current billing cycle; you will not be charged again
4. Request a refund if your purchase was recent
   • Return to the subscription or purchase details
   • Look for a "Report a Problem" or "Request Refund" option
   • Select the reason (for example, "I received the wrong item" or "I did not authorise this charge")
   • Apple will review your request and decide within a few business days

Apple processes all refunds through its own system; Lovehoney does not handle them. If Apple denies your refund request, you can escalate to CASE with proof of your purchase and your cancellation attempt.

How to cancel or refund purchases through google play store

Android users who bought subscriptions or items through Google Play follow a similar process, managing cancellation directly on Google's platform.

1. Open the Google Play app on your Android device
   • Tap your profile icon in the top right corner
   • Select "Manage your Google Play account"
   • Tap the "Subscriptions" tab at the top
2. Find your Lovehoney subscription
   • Scroll through the list of active subscriptions
   • Tap the Lovehoney subscription to open its details
3. Cancel the subscription
   • Tap "Cancel subscription"
   • Follow the prompts to confirm cancellation
   • Your subscription ends at the end of your current billing period
4. Request a refund for a recent purchase
   • Go back to the Google Play app home screen
   • Tap your profile icon and select "Manage your Google Play account"
   • Tap "Order history"
   • Find the Lovehoney charge you want to refund and tap it
   • Tap "Report a problem" and describe why you want a refund
   • Google will contact you within a few days with a decision

Google, like Apple, processes all app store refunds independently. Lovehoney does not issue these refunds directly, so contact Google if you need to dispute a charge.

How to return items and claim a refund after delivery

If you received your Lovehoney order but want to return it, you have several options depending on the condition of the items and the reason for the return.

The 30-day standard returns window

Lovehoney offers a 30-day returns window from the date of delivery. You can return unused, unopened items in their original packaging for a full refund of the purchase price. To return items, you must contact Lovehoney customer service, request a returns authorisation number, and send the goods back to their warehouse at your own cost. Once Lovehoney receives and inspects your return, they will process your refund within 14 days. Keep your proof of posting and your returns reference number until the refund appears in your account.

The 100 day pleasure guarantee

Lovehoney also offers a 100 Day Pleasure Guarantee on selected wellness items. If you are not completely satisfied with an item for any reason, you can return it within 100 days of delivery, even if you have used it. This is a generous policy that goes beyond the legal minimum. Contact customer service with your order number and explain that you want to invoke the Pleasure Guarantee. Lovehoney will arrange for the return and refund at no cost to you. This guarantee applies only to specific product categories; check the product page at the time of purchase to confirm eligibility.

What to do after your cancellation or refund

Once you have cancelled your order or requested a return, you need to track the process to ensure it completes as promised. This protects you if any dispute arises later.

Keep records of everything

Save all emails from Lovehoney, including order confirmations, cancellation confirmations, returns authorisation numbers, and tracking information for returned items. If you paid by credit card or debit card, monitor your account to confirm the refund appears within the stated timeframe. If the refund does not arrive by the expected date, contact your bank and ask them to investigate. Banks can often speed up the process or trace lost refunds. Screenshot or print your online banking records as proof of the delayed refund.

If your refund does not arrive

If Lovehoney promises a refund but does not deliver it within 14 days of receiving your returned items, contact customer service with your returns reference number and ask for an update. If the company ignores you or claims it never received your return, escalate the complaint to CASE. Provide CASE with proof of posting (from your courier or postal service), your returns authorisation number, and email screenshots from Lovehoney. CASE will investigate on your behalf at no cost to you.

Common mistakes to avoid when cancelling with Lovehoney

Cancellation disputes often arise from misunderstanding which method applies to your purchase or waiting too long to act. These mistakes cost you money and time; here is how to sidestep them.

Mistake 1: assuming you can cancel online after placing an order

Lovehoney's website does not offer an online cancellation button. Many consumers assume they can click "Cancel" in their account, similar to other retailers. When no such button exists, they give up. Instead, you must contact customer service by email or chat within 24 hours and ask them to stop processing manually. This extra step is inconvenient, but it works if you act fast.

Mistake 2: cancelling your app subscription but not understanding what gets cancelled

When you cancel a Lovehoney subscription through Apple or Google, you stop future recurring charges. However, you do not automatically get a refund for items already ordered or in transit. You must separately request a return if you want money back for goods you have received. Cancelling the subscription and requesting a refund are two different actions.

Mistake 3: missing the 30-day returns deadline

The standard returns window closes 30 days after delivery. If you contact Lovehoney on day 31, they may refuse your return. The 100 Day Pleasure Guarantee extends this period for eligible items, but only if the product qualifies. Check your order details immediately after delivery and plan your return within the first two weeks to avoid cutting it close.

Mistake 4: returning items without authorisation

Do not send items back to Lovehoney without first requesting a returns authorisation number. If you send an unauthorised return, the company may refuse to accept it or process a refund. Always contact customer service first, get your returns reference number in writing, and send your package with tracking so you can prove it arrived.

Lovehoney cancellation methods comparison table

When Lovehoney refunds and how long it takes

Lovehoney's refund timeline depends on the method you use to request the return and whether the company accepts it without dispute.

Refund timeframe for standard returns

Once you contact Lovehoney and obtain a returns authorisation number, you must send the goods back at your own cost. Lovehoney's warehouse team will inspect the items and, if they accept the return, process your refund within 14 days of receipt. This means the refund does not start counting until the company physically receives your package. In practice, allow 7 to 10 business days for postal delivery, plus 14 days for processing. Total time is typically 3 to 4 weeks from the moment you mail the package. Request a proof of posting receipt from your courier so you can track the package and prove delivery if a dispute arises.

Refund timeframe for app store purchases

Apple and Google process app store refunds independently, usually within 3 to 5 business days if approved. However, the refund goes back to the original payment method, and your bank may take a further 3 to 5 days to post it to your account. Total time is typically 1 to 2 weeks from approval.

What to do if your refund is late

If Lovehoney promises a refund but does not deliver it within the stated timeframe, contact their customer service with your returns reference number and ask for a status update. Request a specific date by which they will process it. If the company does not respond or misses the deadline a second time, escalate to CASE. Provide CASE with all correspondence and proof that you returned the items on time. CASE can compel Lovehoney to refund you immediately.

Key steps to cancel Lovehoney: a quick checklist

Use this checklist to ensure you complete every step correctly and protect your money.

• Note your order number and order date the moment you decide to cancel
• If cancelling before shipment, contact Lovehoney within 24 hours by email or live chat
• If your order has already shipped, request a returns authorisation number from customer service
• For app store cancellations, go directly to Apple or Google settings; do not rely on Lovehoney to cancel for you
• If returning items, request proof of posting from your courier and keep your reference number
• Monitor your bank statement and app to confirm refunds appear within 14 days of Lovehoney receiving the return
• If no refund appears after 14 days, contact customer service with your tracking number
• If Lovehoney ignores you or denies a valid refund, file a complaint with CASE and include all email correspondence and proofs of posting

Contacting Lovehoney: official addresses and support channels

Lovehoney operates as a global retailer without a dedicated Singapore office. For cancellations and returns, you contact their international customer service team through their website or regional support channels. At the time of writing, Lovehoney directs Singapore customers to submit cancellation and return requests through their online contact form or live chat on lovehoney.com. Visit their "Contact Us" page to access the current support email address for your region and preferred communication method.

For complaints that Lovehoney cannot resolve, contact the Consumers Association of Singapore (CASE) at case.org.sg or call 6100 0315. CASE handles disputes at no cost to you and can force companies to comply with Singapore's Consumer Protection (Fair Trading) Act. When you contact CASE, provide your order number, all email correspondence with Lovehoney, proof of posting if you returned items, and a summary of the issue. CASE will investigate and, if Lovehoney is in the wrong, will demand that the company refund you or honour your cancellation request.

How tocancel helps you get cancellations done

Navigating cancellations and refunds can feel overwhelming, especially with companies that do not make the process transparent. Tocancel exists to simplify this: we research retailers like Lovehoney, map out their cancellation policies, and deliver step-by-step guides so you know exactly what to do. Our team at Tocancel has helped thousands of consumers cancel unwanted orders, recover refunds, and understand their rights under Singapore's consumer protection laws. If you are unsure about your next move, Tocancel provides the clarity and confidence you need. Visit Tocancel (tocancel.com) for guides on cancelling hundreds of services and retailers across Asia Pacific. Whether you are returning items to Lovehoney or cancelling any other subscription or order, Tocancel gives you the information to act and the reassurance that your consumer rights are on your side. Take control of your purchases today with Tocancel.