Delivery & Returns
Delivery
How does it work?
All products are shipped discreetly in a brown box with absolutely no indication as to the contents. All goods that are dispatched are sent by a recorded insured service. Goods are dispatched by the choice you select during checkout
Goods that are in stock are dispatched within 24 hours, Monday to Friday.
Spend £50 for FREE delivery. The service we use for our FREE delivery promo is Hermes 48. If you would like your order sooner please choose another service.
If for any reason we are out of stock, we would expect to dispatch the goods in about 12 days but realistically this is much quicker. If there is a manufacturing delay with any products you will be notified by email as soon as we are aware.
*Cut off for overnight delivery is 1pm
If possible, we will try to dispatch up until 3pm.
We use Royal Mail and DPD courier for all of our orders
Royal Mail UK & Worldwide Parcels:
Goods are sent on your choice of shipment unless the weight is over 2kg then goods are sent via DPD shipping rates apply. If you’re not in when your parcel arrives they will keep the package at their local depot for 7 days enabling you to pick it up. After 7 days the parcel then returns to us.
DPD
If you are using this service please provide an email address and mobile number. DPD will contact you by text or email to notify you of a delivery time and date. If this is not convenient for you, you have the option to change it. DPD will attempt delivery 3 times – if they’re still unsuccessful after this time the parcel is returned back to us. In some rare cases, DPD may not deliver the next day. But is 99% next day service.
UK Postage – Up to 2kg of Goods:
Royal Mail Tracked48 Delivery | Royal Mail Tracked24 Delivery | Royal Mail Overnight Delivery
These services will provide a tracking number and can be tracked at any stage of the delivery process. This service also is insured and requires a signature.
Royal Mail First Class Delivery | Royal Mail Second Class Delivery
These services are available for low-cost orders making postage a lot more affordable, we don’t recommend using this delivery service for high-value orders. If a parcel is lost there is no insurance available for this service or tracking information once the parcel leaves our warehouse.
DPD Classic Next Day
Delivery service with a 1 hour delivery window – Weight up to 30kg per parcel
(Deliveries are between 8am-6pm Mon-Friday). Includes a Text/email notification.
* Non delivered parcels for the UK will be returned after 3 delivery attempts and a fee of £5.50 plus VAT is then charged by DPD for this return service.
You will receive text messages and email notifications and also calling-cards if DPD have been unable to deliver their parcel.
Remote Location Delivery Charges
Remote locations in Scotland, Channel Isles, Isle of Man & Isle of Wight tend to be the frequent ones. If your parcel requires this additional shipping charge we will advise you.
BT postcode – £11 two day.
Scottish Highlands – £11 two day
Channel Islands – £11 two day
Overseas Shipping
We can ship anywhere in the world. We will look after the complete dispatch of your order including any customs declarations that may be required for some countries.
We use the Royal Mail Network
Royal Mail Tracked International Airsure
Tracked is a fast service. This service will provide a tracking number:-
Western Europe 3-5 days delivery
Rest of Europe 3-5 days delivery
Rest of World 3-7 days delivery
Returns
Customer Exchanges And Faulty Items
Return or exchange an item – our 100% money back guarantee if you are not completely satisfied with your purchase, simply return the item to us in its original condition within 30 days of receipt.
Returned items should be unused and must be returned in original packaging with any enclosed documentation. We will issue a full refund on receipt, excluding the original delivery charge. Alternatively, if preferred, we will exchange the item.
Please note: Goods will only be accepted for return if they are despatched within 30 days of delivery, unless we have notified you otherwise. The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. Delivery charges are only refundable where goods are faulty and a refund is made.
Our Returns address is: BUNNY HUNNY, PO BOX 228, Hitchin, Herts, SG4 0WW
If you return an item because you don’t want it and you would like an exchange then redelivery charges may apply.
If you return an item for an exchange due to a fault there is no charge for sending a new item back to you. It will be returned to you via our tracked service.
If an item is returned and found not to be faulty. You will be invoiced for postage to return the item to you.
Due to the obvious health and hygiene implications with adult goods. For the goods to be returned if they are not broken the following terms have to be met.
1. The goods must be unused.
2. The goods must be returned in original condition & packaging.
3. Goods that are not heat sealed in the box are non-refundable and non-exchangeable.
4. Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
5. The goods must be received back within 30 days from the day your customer received their order.
6. Lingerie and items of clothing are non-refundable and non-exchangeable.
7. Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods.
Our address for returning items that are not broken is:
Bunny Hunny
PO BOX 228
Hitchin
Herts
SG4 0WW
To return to this address please fill out a returns form. To download the returns form please CLICK HERE
If you have a faulty item, there is a Freepost address you may use within the first month of purchase, if you’re in the UK. Please email us for the address.
The Freepost address is only for the use of returning faulty items from within the UK. When we receive the item back it will be checked, if the item is not faulty and the Freepost address has been used, then there will be a charge of £3.50 plus vat for the cost of postage.
If you’re based outside of the UK we do not cover any postage charges to return items back to us under any circumstances.
Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
Replacement faulty items are sent back out to you free of charge.
All items that are returned as faulty MUST be thoroughly cleaned before returning. For reasons of hygiene, any item returned in a dirty condition will not be checked and the returned item will be refused. Postage costs will apply to return it back to you.
We offer a one year warranty on everything, if the item develops a fault within three months we can offer a refund or exchange, after three months, it is an exchange only.
Any products that are returned back to us and are not faulty and do not meet the returns policy will be held for 30 days. After 30 days if we have not had a response from you, the item will be destroyed, no refund will be given.
Lost Parcels
All parcels which are dispatched via an insured service and our team will look after the claim procedure on your behalf.
Uninsured services are not covered for claims.
A claim usually takes about 4 weeks to complete.
Royal Mail Procedure:-
1) We complete a claim form and include proof of posting and copies of commercial invoices to prove the cost of the goods.
2) Royal Mail processes the claim and will contact you to confirm the goods never arrived.
3) The claim is accepted once Royal Mail receives your confirmation back.
4) We receive a cheque and you will be refunded the compensation amount in full.
If you do not make the effort to confirm the parcel is missing, no payout is received from Royal Mail so in turn, you will not receive any compensation.
DPD
1) We complete a claim form and include copies of commercial invoices to prove the cost of the goods.
2) The courier processes the claim.
3) We receive a cheque and you are refunded the compensation amount in full.
4) DPD only give 14 days from the date of postage to claim for lost parcels.
5) If lost parcels are not reported within 14 days then we are unable to offer any compensation.
Compensation
Below is a list of the compensation payable if a parcel goes missing. If we need to do a claim on your behalf, this is the maximum amount you will receive back.
Royal Mail Untracked – no compensation for loss or damage
Royal Mail Tracked 24 and 48 – Claims must be made within 80 days of the date of posting – compensation up to £100
Royal Mail Overnight Delivery – Claims must be made within 80 days of the date of posting – compensation up to £500
International Untracked – no compensation for loss or damage
Signed for International – claims for loss must be made within 6 months of posting – compensation up to £50
DPD inland parcels – compensation up to £100
DPD International – compensation is worked out on the Warsaw Convention and is based per kilo. The Convention for the Unification of certain rules relating to international carriage by air, commonly known as the Warsaw Convention, is an international convention which regulates liability for international carriage of persons, luggage, or goods performed by aircraft for reward.
