LELO Customer Care: A Complete, Professional Guide

How to Reach LELO Customer Support

LELO, founded in 2003 in Stockholm, centralizes customer care through its Help Center at lelo.com/support. The most reliable way to get assistance is to submit a ticket via the “Support” or “Contact” section of the site, where you can attach order information, photos, and videos. Creating an account (or logging in) helps you track cases, access your order history, and view warranty submissions in one place.

LELO primarily handles product and order issues online; phone-based troubleshooting is not typically offered. For quick questions, you can also consult the self-service articles in the Help Center. If you message LELO on social channels, expect to be directed back to the ticket system for privacy and verification. Keep communications within one ticket thread to preserve history and speed up resolution.

Warranty Coverage and the 10-Year Quality Guarantee

LELO offers a 1-year manufacturer warranty covering defects in materials and workmanship for products purchased from lelo.com or authorized retailers. This usually applies to issues like failure to hold charge, buttons not responding, or motors not operating as intended under normal use. Damage from misuse, unauthorized repairs, cosmetic wear, or exposure beyond the specified water-resistance rating is not covered.

In addition, LELO provides a 10-year quality guarantee. If a product fails after the 1-year warranty period, you may be eligible for a significant discount toward a replacement of the same or similar model (commonly 50% off once per original purchase, subject to verification). You will generally be asked to provide proof of purchase, serial/lot information, and a brief description of the failure. Shipping or handling fees for replacements may apply and can vary by region.

For warranty claims, be prepared to submit clear photos or a short video demonstrating the issue, the order receipt, and the product’s serial data if present on the card or packaging. LELO’s team may offer remote troubleshooting first; this is normal and helps confirm whether a replacement is needed. Keep all original accessories (cable, charger, remote, manuals), as warranty claims can require returning the complete set.

Returns, Exchanges, and Hygiene Regulations

Sexual wellness products are subject to strict hygiene rules. In the European Union, online purchases typically carry a 14-day right of withdrawal, but there is an exception for sealed goods not suitable for return due to health protection if unsealed (Directive 2011/83/EU). In practice, this means returns are generally accepted only if the product is unopened and in its original, intact seal. Policies differ by country, so always verify the return terms shown in your order confirmation from lelo.com or the authorized retailer where you purchased.

To request a return, start by opening a ticket at lelo.com/support with your order number, reason for return, and photos of the unopened seal. LELO will provide instructions and, where applicable, a return merchandise authorization (RMA). Refunds are typically processed back to the original payment method after inspection; time to appear on statements can be 5–10 business days depending on your bank. Shipping fees are usually non-refundable unless the return is due to LELO’s error.

Ordering, Shipping, and Discreet Packaging

LELO ships to many regions worldwide and generally provides tracking once an order leaves the warehouse. Delivery times and courier options vary by destination, local customs processing, and seasonal demand. If you need to correct an address, submit a ticket immediately; address changes are most successful before the parcel is handed off to the carrier.

Packaging is designed for discretion. Outer parcels are neutral, and invoices or labels avoid explicit product descriptions. For international shipments, customs paperwork must be accurate, but item descriptions are kept as non-explicit as regulations allow. If you have specific requirements for delivery (signature on delivery, pickup point, or timing), add a note at checkout where available, or contact support promptly after ordering.

Documentation to Keep for Fast Resolution

Maintaining a small “order file” can reduce back-and-forth with support and speed up warranty or return approvals. The more precise your documentation, the faster LELO’s team can validate and resolve your case.

• Proof of purchase: a dated receipt or invoice showing retailer name, product name, and price. If purchased online, save the order confirmation email and a PDF of the order details page.
• Serial/lot information: keep the warranty card, packaging with barcodes, and any product label that includes batch codes or serials; photos of these are useful.
• Order identifiers: lelo.com order number (from your account or confirmation email). If purchased from an authorized retailer, keep their order or receipt number.
• Media for diagnostics: short videos (10–30 seconds) that clearly show the issue (e.g., charging indicator behavior). Use good lighting and capture the device, cable, and power source in one frame.
• Accessory checklist: cable, remote (if applicable), charging dock, and manuals. Note anything missing or replaced (e.g., third-party cable).
• Usage context: date the issue first appeared, how often the device is used, and storage/cleaning practices (e.g., water-based cleaner, room-temperature storage).

When uploading files, keep individual attachments under typical portal limits (often 10–20 MB per file) and use common formats (JPG, PNG, PDF, MP4). Name files clearly, such as “Order12345_SerialLabel.jpg” or “ChargingIndicator.mp4”. This helps agents scan your materials and cut resolution time.

Troubleshooting Before You Write In

A few quick checks solve a large share of support cases and will be the first steps LELO suggests. Perform them safely and avoid disassembling the device. If anything feels abnormal (overheating, damaged cable, swelling), stop and contact support immediately.

• Charge fully: use a 5V/1A USB power source for 2 hours (or until the indicator shows full). Try a different USB cable and port if the light does not come on. Avoid fast chargers above 5V.
• Check the travel lock: many models use a travel lock to prevent accidental activation. Hold the indicated buttons simultaneously for 5–10 seconds until the LED flashes or behavior changes, then test controls again.
• Inspect contacts and ports: ensure charging pins are clean and dry; wipe gently with a soft cloth. If the device is water-resistant, make sure the charging cover or port is properly seated and dry before charging.
• Reset controls: power the device off, wait 30 seconds, then power on. Test all buttons. If there’s a remote, replace its coin-cell battery with a new, brand-name cell and re-pair per the manual.
• Eliminate variables: test with a known-good USB power adapter and a different outlet. If possible, test on another day to rule out a depleted adapter or intermittent cable.

If these steps do not resolve the issue, summarizing your results (what worked, what didn’t, and any LED patterns) will help support pinpoint the cause quickly. Include short videos of the charging indicator and button response, along with your purchase documents, in your initial ticket.

Authenticity and Authorized Retailers

Warranty coverage applies to products purchased from lelo.com and authorized retailers. To avoid counterfeits, buy through official channels listed on LELO’s site (look for a “Store Locator” or “Where to Buy” page) or directly from lelo.com. Be wary of deep discounts from third-party marketplace sellers with limited history or vague return policies.

Authentic packaging typically includes high-quality printing, a warranty leaflet, and product/lot identification. If you did purchase via a marketplace, keep screenshots of the listing, the seller’s storefront, and your invoice. These details help LELO verify eligibility if questions arise about the source.

Privacy and Discretion

LELO’s agents only need information required to validate your claim and resolve the issue (identity, order details, proof of purchase, and technical media showing the fault). You do not need to share personal health details. Ticket correspondence is private, and LELO will not ask for your payment card number over email or chat.

For European customers, rights under the General Data Protection Regulation (EU 2016/679) include access, correction, and deletion of personal data. You can request data removal or a copy of your data via the support portal. Similar rights may apply under local laws (e.g., CCPA in California). Reference your ticket number when making a privacy request.

Escalation and Consumer Rights

If a case stalls, reply within the same ticket and request escalation. Provide a concise timeline, your ticket ID, and what outcome you’re seeking (repair, replacement, or refund per policy). A professional, evidence-led summary often leads to faster outcomes; allow a few business days for a supervisor review.

For cross-border EU disputes, you may consult the Online Dispute Resolution (ODR) platform under Regulation (EU) No 524/2013. As a last resort for billing issues, card networks typically allow disputes within 60–120 days of charge date, but use chargebacks responsibly and only after giving support a reasonable window to resolve the matter.

Quick Links

Help Center and ticket submission: https://www.lelo.com/support

Warranty overview: check the warranty section within the Help Center on lelo.com for current terms and any regional variations.