FAQs

PAYMENTS & GIFT CARDS

• WHY HAS MY PAYMENT DECLINED?

  There are many factors that can cause a payment to decline. To help ensure this doesn’t happen when you retry, please try the following:

  • Check the card details are correct; including the expiry, security code and billing address.
  • If you are using a form of payment such as Apple Pay or Google Pay, ensure your details are up to date.
  • Instead of selecting the billing address ‘same as shipping address’, please untick this option and try typing out the address.
  • Your bank has likely declined the payment. You may wish to call them to find out why.

  Please note: You will NOT be charged unless you receive an order number. There may be times when your bank withholds the amount of your declined payment. If you see any pending transactions on your bank statement, please contact your bank to confirm when these funds will be released.

• WHY HAS MY ORDER BEEN CANCELLED?

  Fraudulent

  An order may be marked as fraudulent if you have entered the wrong shipping and payment details. To help ensure this doesn’t happen when you retry, check that the card details are correct; including the expiry, security code and billing address.

  
  Stock Discrepancy

  You will receive an email if your order has been cancelled due to a stock discrepancy. Please be sure to check your Inbox, Junk and Spam folders so we can find a fast resolution for you.

  If you have not received an email, reach out to our Customer Obsessive team via our 24/7 live chat. Contact us. 

• HOW DO I PURCHASE A GIFT CARD?

  Digital Gift Cards

  To purchase a digital gift card, follow the link here. Once you have filled in the details, press ‘ADD TO BAG’ and complete the payment at checkout.

  Once purchased, the digital gift card is emailed to your recipient within 30 minutes.

  
  Physical Gift Cards

  Physical gift cards can be purchased at any Honey Birdette Boutique. To find a Boutique near you, visit our Store Locator Page.

• CAN I RETURN A GIFT CARD?

  Gift cards are FINAL SALE and cannot be refunded for monetary value. Please read the full Terms & Conditions here.

• HOW DO I USE MY PROMO CODE?

  First step is the fun part; you get to go shopping! Choose the items that you desire and head to the checkout when you’re ready.

  
  Redeeming Your Code On A Mobile

  1. Before submitting any details at the checkout, tap ‘Show order summary’.
  2. Underneath your pictured items, enter the code in the box that says ‘Gift card or discount code’.
  3. You may need to press ‘Go’ or ‘Enter’ on your mobile keypad. Once applied, you will see the discount code confirmed and your total will be recalculated.

  
  Redeeming Your Code On A Desktop Computer
  

  1. Before submitting any details at the checkout, look to the right hand side of your screen.
  2. Underneath your order summary, you will see a box that says ‘Gift card or discount code’.
  3. Enter your unique code and click ‘APPLY’. You will then see the discount code confirmed and your total will be recalculated.
• HOW DO I USE YOUPAY?

  Share your deepest wants and needs with your lover or make spoiling someone special effortless with YouPay. Simply create your wishlist, share with your midnight rendezvous and wait for your fantasies to be fulfilled with the click of a button. Welcome to the multiplayer soiree that is YouPay.

  Is YouPay Free?

  Yes, YouPay is a charge free service for both the shopper receiving the products and the Payer who makes the purchase.

   

  Is YouPay Private?

  Yes. Receive selected gifts from your admirers whilst keeping both parties personal information confidential. YouPay does not require much information to create or pay for your cart, but any information that is required is stored privately and discreetly- giving both shoppers and payers complete peace of mind.

   

  How does the payer pay for a YouPay cart?

  The payer will follow the checkout instructions in the link provided by the shopper. YouPay offers the same payment methods available through Honey Birdette with the most popular being PayPal and credit card. YouPay also supports other payment methods including Visa and mastercard. No card details or payment information is stored by YouPay.

   

  Can I purchase a gift card with YouPay?

  No. Honey Birdette does not currently offer the option to purchase online gift cards using YouPay.

   

  Can I refund or exchange my order if purchased through YouPay?

  If you choose to exchange your purchase and all items meet return criteria, you can follow the usual exchange process that can be found below. If the Shopper decides to send their items back for a refund, the Payer will receive the returned funds to the payment method originally used. For more information see our returns & exchanges policy here.

   

SHIPPING & DELIVERY

• WILL MY ORDER BE PACKAGED DISCREETLY?

  All online Honey Birdette orders are wrapped and placed in a luxurious black satin bag. Your order is then placed in an unmarked shipping satchel with no logo or brand name for discreet and private delivery.

• CAN I COMBINE SEPARATE ORDERS?

  Due to the fast turn-around of our dispatch and deliveries, we are unable to combine orders placed separately. 

• HOW MUCH IS DELIVERY?

  To view delivery information and pricing, please visit our Shipping Page here.

• WHEN WILL MY ITEMS BE SHIPPED?

  Delivery time frames will depend on your location, as well as the date and time of your order. To view delivery information and pricing, please visit our Shipping Page here.

• WHERE IS MY ORDER?

  Once your order has shipped, you will receive an email notification with a tracking number. Be sure to keep an eye on your tracking number. If you wish to view the status and tracking of multiple orders, you can do this from your account login.

  Please note:

  • Some orders may be shipped from multiple locations, and your items may be delivered on different days.
  • When an item is travelling overseas or across state borders, it may take a few days to update on your tracking.

  If your expected delivery date has passed, please allow 1-3 business days for tracking updates to occur.

  If your order is more than 3 days overdue, please contact the parcel carrier or our Customer Obsessive Team will be happy to investigate for you. Contact Us.

• ITEMS MISSING FROM MY ORDER

  To ensure a speedy delivery service, we may have sent your items in separate packages. Not to worry, your other items shouldn’t be far behind! To check the tracking of items you’re waiting on, please look for email notifications in your inbox.

  If you are unable to find another tracking number, feel free to chat with us and we will be happy to assist.

• AN ITEM IN MY ORDER APPEARS TO BE DAMAGED

  We always do our best to ensure your goodies are packed and prepared carefully however we understand that damage may occur in transit, or otherwise. If you have an item which appears to be broken or faulty, we would love to help make things right.

  Please reach out to our Customer Obsessive Team and be sure to include photos of the item(s). This will help us determine the probable cause and work on a speedy solution for you. Contact us.

• I RECEIVED THE WRONG ITEM IN MY ORDER 

  We’re sorry to hear that you’ve received an incorrect item! 

  To help amend this issue, please reach out to our Customer Obsessive Team and be sure to include photos of the incorrect item(s). This will help us identify the mix up and find a fast resolution for you. Contact us.

• CAN I UPDATE MY ORDER ONCE IT HAS BEEN PLACED?

  Honey Birdette cannot change address, cancel or edit orders once they have been placed. Please follow our return process if your order is incorrect. Our returns information can be found here.

PRE-ORDERS

• WHEN DO I RECEIVE MY PRE-ORDER ITEM/S?

  We do our best to ensure that anticipated delivery dates on pre-order items are accurate. However, delivery times cannot be guaranteed and Honey Birdette takes no responsibility in the event that pre-order items are delayed.

  Please note that multiple item orders (including pre-order item/s) will be dispatched once all items are available.

RETURNS

• WHAT IS YOUR RETURNS POLICY?

  It’s okay to change your mind, however due to the intimate nature of our items, some may not be eligible for return. To check which items can be returned, please visit our Returns & Exchanges Page here.

• HOW DO I RETURN AN ITEM?

  Postal Returns within the US are FREE.

  Simply book your return here.

  Please use the same email address that you used to purchase your order.

• CAN I RETURN UNDERWEAR?

  As per health and hygiene regulations, underwear MUST be tried over the top of your own.

  To return or exchange any underwear, it must be returned in original condition; unworn, unwashed, and free from marks or stains. We recommend checking over the garment thoroughly and confirming with our Returns & Exchanges Policy.

• I HAVE RETURNED AN ITEM - WHAT HAPPENS NEXT?

  Keep the details of your tracking number so you can see when it arrives back to us. Once it has arrived, your return will be processed within 14 business days, provided that the items meet the conditions of the Returns & Exchanges Policy. Please allow additional processing time over sale / holiday periods.

  After your exchange/refund has been processed, you will receive an email as confirmation.

• CAN I RETURN MY ONLINE ORDER IN-STORE?

  Yes, ​online orders can be returned to a store in the same country that the items were purchased. Please bring proof of purchase to ensure a smooth refund or exchange process. Find your nearest store.  

  Please remember to check that your items meet the conditions of the Returns & Exchanges Policy.

• CAN I RETURN AN IN-STORE PURCHASE TO ONLINE? 

  If your items were purchased in-store, it is likely they were purchased using cash or card. Unfortunately, we are unable to refund in these methods as we cannot mail cash and the card refund would require you and your card present.

  However, if you have your receipt and would like to return your items for a GIFT CARD CREDIT, we are able to do this through our online returns. Please reach out to our Customer Obsessive Team and they will be happy to help. Contact us.

PRODUCT & STOCK

• HOW DO I KNOW MY SIZE?

  For measured sizing and international size conversion, you can view our size guide here.

  If you would like personalised assistance with selecting your size, speak to one of our fitting experts via Live Chat.

• WHEN WILL A STYLE BE RESTOCKED IN MY SIZE?

  Honey Birdette is a boutique brand offering exclusive drops. Due to the limited nature of our pieces, we cannot guarantee that the item will be restocked.

  However, if you notice a style is sold out, we encourage you to sign up for restock notifications. To sign up for this notification, select the style and size, then click ‘NOTIFY ME WHEN IN STOCK’. Simply enter your email address and we will let you know if it becomes available.

• HOW SHOULD I WASH MY HB LINGERIE?

  To keep your gorgeous new goodies in their best condition, we suggest gentle hand washing in cold water only. This helps to preserve shimmering foil, lace or trims.

  • Do not use any harsh soaps or chemicals
  • Avoid washing detergents that contain bleaching elements or ‘oxy-action’
  • Do not rub or wring
  • Do not iron or dry clean
  • Line dry only, preferably in shade
• HOW DO I CARE FOR MY HB LATEX?  

  Latex Care

  Your Latex comes with a rubber-feel storage bag which is lightly powdered inside. We recommend that when not in use, you should keep your Latex protected in the bag. The inner coating will help to preserve the Latex and keep it safe from damage.

  If you ever need to wipe something off your Latex, use a soft microfibre cloth. DO NOT use any chemicals on your Latex other than the recommended Dressing Aid and Shining Spray. Water won’t affect your Latex but be sure not to store it away whilst wet.

  
  Tips For Dressing Into Your Latex

  1. Be sure to remove any jewellery before handling your Latex (particularly rings and bracelets).
  2. Indulge in Dressing Aid and be as liberal as possible. Be sure to apply a few pumps on the inside of your Latex product.
  3. Apply Dressing Aid all over the legs and derrière. Even better, have a lover help you…
  4. Shining Spray will give your Latex a glossy, liquid look. Spray onto any matte areas and disperse in circular motions.
  5. Take your time! Enjoy the experience of dressing in your Latex. Rushing into them can result in tearing. Same applies for removal; roll them down slowly.

  Any questions? Feel free to get in touch with our Customer Obsessive Team. Contact us.

TOYS

• HOW DO I CHARGE MY TOY?

  Insert the pin-shaped charger all the way into the charging port. You can find your charging cable in the bottom of the box and the charging port is usually located on the back or at the base of the toy. Once the charger is clicked inside, a light will blink to indicate that the toy is charging. When the battery is fully charged, the light will remain on.

  Honey Hint: The battery doesn't need to be exhausted before recharging. Plug in and charge your toy whenever you like, to allow for the most powerful performance every time.

• CAN I PURCHASE A REPLACEMENT CHARGER?

  Lost your charger honey? Not to worry, you can purchase a replacement charger for your toy:

  
  Charger 1 (14mm pin): Compatible with Gemini, Curva, Bobbi & all remote controls

  
  Charger 2 (17mm pin): Compatible with Duke, Bullet, Venus, Florence, Brandi, Perla, Gogo, Taurus, Scorpio, Harley, Dolly

  
  Alternatively, you can treat yourself to a new toy and you’ll get a charger inside! Most toy purchases will also include free domestic delivery! Simply choose a new toy with the same compatible charger.

• HOW DO I CLEAN MY TOY?

  We recommend using HB Antibacterial spray as it has a pH balancing formula. Simply spray on the surface of the toy, leave for 60 seconds, and gently wipe with a soft cloth. Do not use soap or alternative toy cleaners as this may damage the finish.

• MY TOY ISN'T WORKING

  Not to worry honey, let’s try a few troubleshooting steps…

  1. Before troubleshooting, make sure your toy and remote (if applicable) is completely charged. You may wish to try charging it overnight. If you’re confident that your toy and remote is charged, move to step 2.
  2. Ensure your toy is unlocked by pressing the HB symbol button 3 times quickly and consecutively (click, click, click!)
  3. On the device, press and hold the HB symbol button for 5 seconds. Let go after 5 seconds.
  4. Now try pressing the + button and your toy should begin to vibrate. If not, repeat these steps one more time.

  Still having trouble? Our Customer Obsessive Team are here to help. Contact us.

• MY REMOTE ISN'T WORKING

  Not to worry honey, let’s try a few troubleshooting steps…

  1. Make sure your remote is charged. If you’re confident that your remote is charged, move to step 2.
  2. Ensure you are using the correct charger;

  • Charger 1 (14mm pin): Compatible with Gemini, Curva & Bobbi
  • Charger 2 (17mm pin): Compatible with Duke, Bullet, Venus, Florence, Brandi, Perla, Gogo, Taurus, Scorpio, Harley & Dolly

  Still having trouble? Our Customer Obsessive Team are here to help. Contact us.