Dear Help
Use this page to find answers to any questions you have about Dear's customer service
Your FAQs answered
From placing and tracking your order to returning an item, we’ve got you covered. If you can’t find what you’re looking for here, please contact us.
Where's my order?
How to track your parcel online...
How do I return an item?
It's quick, easy and free...
What are the shipping options?
Sexual happiness delivered quickly and discreetly...
Help! My toy's not working
Our top tips to get it going...
FAQs about delivery
We offer a number of delivery options which vary in cost depending on how quickly you want your order to arrive. Free delivery is available on orders over ＄150.
You'll always be able to choose a delivery option and see its cost before completing your order.
Please see our Delivery page for more details.
If you're out when your package is delivered, your mail person will find a safe place to leave your parcel. If they are not able to leave the parcel in a safe place then you will either receive an email explaining the next steps or you will receive a card through the letterbox. If your parcel is sent to a local delivery office, then that will be held for 10 days before being returned to us. Don't forget to take the delivery notification (collection card if applicable, SMS, email) and some photo ID registered to your delivery address when you collect your order in person.
Yes. Our delivery partners offer order tracking as standard. You will receive information via email on how to track your order once your order is dispatched...
If your order still hasn’t arrived, or you can’t locate your delivery, please contact us within 14 days of your estimated delivery date, otherwise we will not be able to process your claim for the order not being received.
FAQs about orders and payment
Lots! We have payment options to suit all online shoppers.
You can pay by debit or debit card - we accept Visa, MasterCard and American Express
You can also pay via Apple Pay, PayPal and Google Pay, or spread the costs of your payment via Klarna, PayPal Pay Later or Clearpay
Please note that once an order has been placed, we are unable to accommodate any changes or cancellations. However, you can easily return the item to us for free. Visit our order returns page.
Thank you for your understanding.
FAQs about privacy and security
Yes absolutely. You can read more about how we keep the Dear website secure here.
It's a pretty long read, but our Privacy Policy tells you how we may use your personal data and what we do to keep that data safe.
Dear will ABSOLUTELY NOT, under ANY CIRCUMSTANCES, sell your data to a third party. We only use your data for marketing purposes of our own, for example sending you email offers when you sign up for emails or asking you to leave a review of our products or service via a third-party provider.
You can read our full Terms and Conditions to find out more, and also read more about our Cookie Policy.
Contact us by email
Can't find what you need on this page? Then please contact us and we will be more than happy to help. We aim to reply to all messages as quickly as possible but please bear with us during busy times.