Hello Lover. The pleasure is yours.

How can we help?

Orders

Will my order be shipped discreetly?

100% yes! Our discreet packaging enables you to shop with Hello Lover in complete confidence. Your order will be delivered in a plain unbranded bag or box. 

All your no-need-to-be-guilty pleasures are our little secret.

How long does shipping take?

We aim to dispatch all orders from our NZ distribution centre within 1-2 business days, Monday through Friday. Orders placed on Saturday, Sunday or public holidays will be fulfilled the following business day. 

Depending on your location within New Zealand, please allow 2-7 business days for your order to arrive. Like many other retailers, we’ve been experiencing delays due to the effects of the COVID-19 pandemic. As always, please reach out to us at support@hellolover.com if you have any concerns or questions about your order.

How do I track my Hello Lover order?

Once your order has been dispatched, you will receive a shipping confirmation email that includes a tracking number from our courier carrier.

Will all products be shipped together or separately?

All products in your order will be shipped together. Depending on the size of your order, split shipping may be required. Please note; if you have ordered multiple items and an item is on pre-order, then your preorder item will be shipped separately once it is in stock. Although we try our best to give an exact arrival estimate on the product page, shipping dates are not guaranteed and delays may occur.

Do I need to pay a delivery fee?

In some cases, you will be required to pay for delivery. Your delivery fee will be calculated at checkout.

Can you guarantee delivery on a certain date?

Whilst we always aim to deliver by the date shown to you at checkout, we’re unable to 100% guarantee that you will receive the order on the date and time selected. Rest assured, we will keep you updated via email on any changes to your ETA.

How does my order show up on my bank statement?

We keep your purchase between us by using ‘Hello Health’ on your bank statement.

Do you ship internationally?

Currently, we only accept orders within New Zealand, but we do have our eyes on the rest of the world! If you would like Hello Lover to ship to your country then drop a us booty call at hello@hellolover.com

My package was never delivered, I think it’s lost!

Get in touch with us and we will lodge an investigation with the courier for you. This will take approx. 1-2 business days to be completed from the time you contact us. Don’t forget to take a look around your property thoroughly!

Hello Lover is not responsible for lost or stolen shipments. Please always ensure your destination has a secure point of delivery.

Can I change my shipping address?

Once an order has been placed, you cannot change the address under your Hello Lover account. However, there is a small window from the time you place the order to the point it is ready to be shipped that we can try and update the address for you. Please chat with us via the website Live Chat function or email our team at orders@hellolover.com with ‘URGENT: change incorrect address’ in the subject line.Due to the fast turnaround time for our orders, we cannot guarantee that we can update the address on an order already placed but we will certainly try our best.

Can I send a gift to someone?

That’s a great idea, Lover. If you're surprising a special someone with a Hello Lover gift at their door, just add the item/s to cart, proceed to checkout and ensure the recipient's delivery address is entered at checkout (not yours). You will however, be required to enter your billing address or the billing address that matches the payment method used. There's also an option to add a gift message so you can share the love and let them know who their secret admirer is.

Corporate orders

For any corporate order or multiple item order enquiries please contact our Customer Care team at support@hellolover.com

Pre-orders

What is your pre-order policy?

We offer pre-orders on items that are currently out of stock. Please check product pages for information on product timelines. All pre-orders require payment to be made at checkout. Although we will try to give an exact estimate on the product page, shipping dates are not guaranteed and delays may occur. Please note; if you have ordered multiple items and an item is on pre-order, then your preorder item will be shipped separately once it is in stock. Delivery fees may apply.

When will out of stock items be restocked?

Please review the product page for estimated timelines. If you’ve ordered an out of stock item, please make sure the following emails are in your contact list in order to receive updates: support@hellolover.com and orders@hellolover.com

Returns & Exchanges

What is your returns policy?

Due to the nature of these products an exchange/return service is not available. We are unable to replace products due to change of mind or which do not meet your expectations, so please choose carefully before you purchase. We meet all our obligations under the New Zealand Consumer Guarantees Act or Fair Trade Act. Feel free to reach out to our Customer Care team at support@hellolover.com if you have any questions.

What happens if I receive a faulty product?

If you believe your product is faulty or damaged, you may be eligible for a refund in the form of a store credit or exchange. To arrange this, please contact support@hellolover.com with the details of your fault and order number within 7 days of purchase. An image or video of the product is always helpful to receive. Refunds will be processed in the form of a gift card for store credit. Credits are for the price of the product, and do not include the cost of shipping.

Due to the nature of these products an exchange/return service is not available. We are unable to replace products due to change of mind or which do not meet your expectations.

Verification and privacy details

Hello Lover is committed to protecting your privacy. You may be asked to provide valid photo identification when returning a product so that we can record your name, address and other identification details. The Personal Information (as defined in the Privacy Act 1988 (Cth)) collected will be stored and used in accordance with the Hello Lover Privacy Policy.

Warranty

What is your product warranty?

Our warranty policy covers products for one year from the date of purchase. It covers faults and defects that occur due to manufacturing failure. 

Damage or faults that occur as a result of misuse, accident, or general wear and tear, are not covered by our warranty policy. If your product cannot be repaired, we will replace it with one that is of the same, or similar model. If a repair or replacement is not possible, we will provide a refund in the form of a store credit.

Account

How do I log into my account?

You can log into your account by clicking on the face icon within the upper right corner of our website, or click the link here. Enter your email address and password, or click register if you would like to make an account.

Do I have an account? I’m not sure if I already have one.

If you’ve previously made a one-time order or multiple orders from hellolover.com — then your account is waiting for you to claim it! Just visit this registration link and sign-up using the exact same email address you used to place your previous order. 

Once you’ve created a password and confirmed your email address, you will see your order history and shipping address details.

How do I update my account details?

Easy! You can edit all of your information under the “Your Details” section of your Hello Lover account.

Will my information be sold to third parties?

No way! Your privacy is important to us and your information will only be passed onto third parties in accordance with our Privacy Policy.

Payments & Security

How does my order show up on my bank statement?

We keep your purchase between us by using ‘Hello Health’ on your statement. 

What payment methods do you take?

We accept all major credit cards, PayPal and Afterpay. If using PayPal eCheck, please allow extra time for us to process your order since PayPal takes an additional 3-5 business days to process the order, before our system is able to continue with fulfilment and shipping.

How secure is my payment and personal information?

At Hello Lover, your security while shopping with us online is a priority and we respect the sensitive nature of any personal information you provide.As such we have taken all reasonable measures to ensure a secure online purchase environment using 128 bit Secure Sockets Layer (SSL) encryption, so that your personal and payment details are kept safe at all times. To verify you are on a secure page look for a padlock icon in your browser address bar, this verifies the authenticity and integrity of our website security.

What is Hello Lover’s Privacy Policy?

From time to time, we will collect your personal details online so you can continue to enjoy the best Hello Lover experience possible. Your precious details are safe with us and will only be used to deliver you the services you have requested. To view our full Privacy Policy click here.

Safety & Sustainability

Are all products sold at Hello Lover bodysafe?

100% Yes. We only sell products from brands that undergo extensive testing and are made with high grade materials. Where possible, we source products that use 100% premium or medical grade silicone. For more information on product details, please view the material + details section on the individual product pages.

What are you doing to make your packages more sustainable?

As a business, we are constantly looking at ways to do better for our planet. ​​Where possible, Hello Lover uses sustainable materials and minimal packaging. Your purchase is wrapped in Hello Lover branded materials that are 100% compostable, recyclable or made from recycled materials. We also use compostable delivery bags with recyclable and compostable paper cushioning to minimise any damage during this process. After the bag has served its purpose, simply recycle or compost at home, or in a commercial facility. Depending on the size of your order, it may be delivered in a plain cardboard box which we encourage you to reuse or recycle.

Where are the products sold at Hello Lover made?

We work with brands from across the world to bring you the best in global sexual wellness. Countries include Australia, UK, USA, Germany, China and more. Please see individual product pages for manufacturing details.

Products & Brands

I have a question about a product or brand at Hello Lover.

Drop us a message at support@hellolover.com or get in touch via live chat. We are happy to help!

I can’t find the brand or product that I’m looking for.

With a goal of offering the brands and styles you want, in the sizes you need, we are constantly on the lookout for new brands. If you know of a brand, product or size that would be a great fit for you and Hello Lover, then we’d love to hear about it.

I would like to stock my brand at Hello Lover

Well Hello Lover! Send us an email at wholesale@hellolover.com and our team will be in touch soon.

Is my toy safe to use on my body?

Yes! We partner with the best brands in the world who make high quality, super safe and fuss-free essentials. Hello Lover approved.

For information on specific ingredients, materials and purposes of a product, please see the individual product page.

Where can I find instructions for my purchase?

Most products include an instruction booklet. Please see individual product pages for more information or feel free to contact us on support@hellolover.com if you have further questions.

Do some toys require batteries?

Most products we sell are designed to be charged via a USB cable. However please read the product descriptions on our website carefully as some do require batteries which are not included in your order.

When a product says it is ‘waterproof’ - does that mean I can put it in a dishwasher or washing machine?

We recommend you don’t place toys in the dishwasher or washing machine to clean them. Instead, wash with a toy cleaner, or warm water with mild soap. In terms of using your toy in the bath or shower, please see the toy's specific instructions.

Can I use a lubricant with my toy?

We recommend using a water-based lubricant with your toy. When using a silicone toy, avoid using silicon or oil-based lubricants as this may degrade your toy.

How do I clean and store my toy?

For optimum hygiene, make sure your sex toy is cleaned before and after use. We recommend using either a good-quality sex toy cleaning spray, or warm water with mild soap. Pat to dry with a clean towel and store in a cool, dry and hygienic place (a bag is ideal). 

It’s important to note that sex toys should be stored separately from each other. Sex toys with different types of materials can damage each other if left in contact.

Careers

Are you hiring?

As champions of pleasure for all, we nurture an inclusive and vibrant workplace culture. If you feel you’re the right fit, then drop us a booty call at careers@hellolover.com We can’t wait to hear from you!