Returns & Refunds
Shop with confidence — clear, fair and hygienic returns
We want you to feel confident when you shop with RaptureWorks. If something isn’t right, here’s how returns and refunds work. This page covers faulty items, hygiene rules for unopened goods, refund timings and our returns address.
How Returns Work
- Tell us first: For faulty items, contact us within 30 days so we can authorise the return and share the freepost address (UK only).
- Clean & prepare: For hygiene reasons, items must be thoroughly cleaned before sending.
- Post it back: Use our freepost address for faulty UK returns only. For non-faulty returns or international orders, return postage isn’t covered.
- Inspection & update: We inspect all returns quickly and will email you with your refund or replacement status.
Reporting issues: please report any missing/damaged items within 36 hours of delivery so we can help as quickly as possible.
Returns address (UK)
PO BOX 228
Hitchin
Herts
SG4 0WW
Freepost available for faulty items (UK only) — please contact us first for the authorisation and freepost details.
International orders: return postage isn’t covered under any circumstances.
Refund timings
| Refund method | When we issue | Bank/Provider processing |
|---|---|---|
| Card (Visa / Mastercard / Amex) | As soon as your return is approved | Typically 2–5 working days (up to 10 working days max) |
| PayPal | Immediately after approval | Usually instant–48 hrs |
| Apple Pay / Google Pay | Immediately after approval | Follows your card issuer timeline (2–5 working days) |
| Klarna | As soon as we confirm the return | Klarna updates within 2–5 working days |
Note: Shipping costs are excluded unless the product is confirmed faulty.
The times above are guidelines; on rare occasions processing can be quicker or slower depending on your payment provider.
Important Information
- Hygiene: Items returned as faulty must be thoroughly cleaned before inspection. Unclean returns will be refused.
- Return window: We accept faulty returns within 30 days of purchase. Missing/damaged items should be reported within 36 hours of delivery.
- One-year warranty: All products are covered for 12 months. Within the first 3 months you may choose a refund or exchange; after 3 months we provide an exchange.
- Unopened / non-faulty goods: Must be unused, in original condition and packaging. Sealed items opened for hygiene reasons are non-refundable and non-exchangeable. Lingerie & clothing must be unworn with original packaging.
- Incorrect item received: Please do not open the packaging and contact us right away so we can arrange an exchange.
- Non-UK / parcel-forwarding: Return postage isn’t covered for international orders. Parcels sent via forwarding services are at your own risk.
Need the full version? Read our full Returns & Refunds Policy.
Need help starting a return?
Our team can authorise your return and share the right address or freepost details.
Contact Customer Support
Helpful Guides & Answers
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Find answers fast. Browse step-by-step guides and FAQs.
Contact us. If you can’t find what you need, message us and we’ll reply during support hours.
Returns & refunds. Start a return, check eligibility, and see processing times.
Discreet experience. Plain packaging and private billing descriptors for your peace of mind.
Find answers fast. Browse step-by-step guides and FAQs.
Contact us. If you can’t find what you need, message us and we’ll reply during support hours.
Returns & refunds. Start a return, check eligibility, and see processing times.
Discreet experience. Plain packaging and private billing descriptors for your peace of mind.