We love to hear from you.

Use the contact form below to send us feedback, product questions, inquiries, return requests, order changes, and more.

We’ll get back to you as soon as possible. Thank you!

contact form

We may be able to modify or cancel your order if the shipping process has not yet begun. Please fill out the form and we will contact you as soon as possible.
We may be able to change the address if the shipping process has not yet started. Please contact us as soon as possible. If the parcel has already been shipped, we can intervene by contacting the courier but there is no guarantee that the request will be accepted. It is possible that the courier may require an extra charge for the change of address, if so we will contact you before proceeding with the change.

We ship to the following countries:Andorra, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Monaco, Montenegro, Netherlands, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom.

If your country is not listed above, please let us know where you would like to receive the products.

The Product is Faulty – If the product you received stops functioning properly despite being used correctly, you can apply the warranty right. Every product sold by HILO is original and covered by a 2-year warranty.

The Product is Damaged or Incorrect – If the product is damaged or incorrect, you have 24 hours to communicate your intention to return the item.

If the product you received does not meet your expectations, you have 14 days from the date of receipt of the package to communicate your intention to return the item.

For hygiene reasons, the right of return cannot be satisfied in the following situations:

  • All sex toys, whose packaging/box has been opened or the security seal removed or broken, unless the item is found to be defective or damaged and is still under warranty;
  • Intimates, which have been worn or where the hygiene seal, tags or labels have been damaged or removed;
  • Items purchased as part of a set but returned separately or as an incomplete set;

In many cases, products include free batteries, if the batteries don't work, it doesn't mean that the product doesn't work. In some cases, it can happen that the batteries are discharged and the sex toy needs new batteries, in this case the product cannot be returned.

If you experience difficulties with the payment process, please try again using a different method (i.e. PayPal or other card).

If you have already tried alternative forms of payment and the problem persists, you can use the space below to contact us.

We will review your request and contact you as soon as possible.