Customer Service

Shipping & Delivery

UK DELIVERY

Any orders placed before 2pm Tuesday to Friday will be despatched on the same day.Orders received after 2pm on Friday will be despatched on the Friday afternoon or Saturday for delivery on Monday where possible.

COLLECTION IN STORE

Our Click & Collect service allows you to order products online, pay online and pick your delivery up at our store in Dagenham. The great thing about this service is that it eliminates the worry of missing your parcel. Simply choose the Click & Collect delivery option when checking out and it will arrive within Standard Delivery time (1-5 working days). A member of staff will notify you when your order has arrived, so please provide a valid and working telephone number.Any orders placed before 2pm Tuesday to Friday will be despatched on the same day.Orders received after 2pm on Friday will be despatched on the Friday afternoon or Saturday for delivery on Monday where possible.

OVERSEAS DELIVERY

Orders received for shipping outside the Mainland UK will be despatched within 3 working days and are subject to shipping charges as appropriate. Prices for shipping outside of the UK will be quoted prior to payment being processed.All delivery times are subject to stock, terms and conditions apply. We aim to deliver your order within 3 working days, sometimes this is not possible, so please allow up to 14 working days for delivery.
Orders are not normally acknowledged, but if you have not received your goods after 28 days, please let us know.Unless otherwise stated, all goods are made for use within the UK. It is your responsibility to check compartibility within your chosen country of export, this includes but not limited to power output, local laws etc. We will not be held liable for incompartibilty issues. If you are in doubt, please contact us before ordering.

Privacy & Security

Hotpassion UK does not disclose buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party. Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools=>Internet=>Options=>Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.Data collected by this site is used to:
  1. Take and fulfill customer orders.
  2. Administer and enhance the site and service.
  3. Only disclose information to third-parties for goods delivery purposes.

Returns & Replacements

We offer an exchange or credit note for all purchases made from our site. An exchange or credit note can only be given if your purchase is returned in its original condition and packaging within 14 days of receipt. Sextoys, Marital Aids and Clothing that comes into contact with the private parts of the human body, may only be exchanged if they are wrapped in their original protective celophane/plastic.
Please check with customer service before returning any items. Telephone customer service on 020 8252 7232 All faults and damages must be marked on the couriers delivery note and you must notify us within 24 hours to qualify for an exchange. In the case where goods have been received as faulty you must contact us within 24 hours giving a full description of the damage and the product. We will issue you with a GRN (Goods Return Number) and give you instructions for making a return. Please note that wears cannot be returned if scuffed/scratched on the soles and/or the straps have been stretched or creased and/or the buckle has damaged the straps. Please remember that we have to sell these to other customers if you are not satisfied and can only do this if the products are as new!
Please also note that we cannot accept any items for return where the case of hygiene arises. Namely clothing in the case of underwear that may come into contact with private parts of the human body. Sextoys and Marital Aids may also not be returned for reasons of hygiene unless in the case where goods have been received as faulty you must contact us within 24 hours giving a full description of the damage and the product. We will issue you with a GRN (Goods Return Number) and give you instructions for making a return.
Deliberate damage for creating a false return will not be tolerated and the item will be returned to you by second class post. Further terms and conditions of sale apply. Your statutory rights are not affected. Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.opsi.gov.uk/si/si2000/20002334.htm

Ordering

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. We accept credit and debit card payments using a secure provider called ePDQ who are specialist providers on behalf of our bank Barclaycard Plc. If you are shopping from outside the UK, all orders are processed in GBP (£). We accept Visa, Mastercard, Maestro and American Express. We also accept Paypal/Google Checkout or you can use our 128bit secure java facility to make a card payment that we will then process through our card terminal within our retail shop. We do not charge for any item until it is ready to ship. Backordered items are not charged until they are shipped.
You may send your credit card information via phone, fax, snail mail or over the Internet. When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason.
In the case of a change of price, we will always contact you first to ensure that the price is acceptable and if not, issue a full refund.

Payment, Pricing & Promotions

We reserve the right to change promotions and pricing from time to time.

Viewing Orders

We provide a fully interactive customer admin panel interface where you can view, save, edit all your orders and get up to date information on each one of them. Simply register for an account during checkout.

Updating Account Information

This can be done in your customer control panel interface.