Frequently Asked Questions

Here at Pulse & Cocktails, we have a wide range of products both online and in-store so you can find the perfect item to spice up your sex life.

Some of the products you can shop with us are:

• Sex Toys
• Lingerie and Sexy Wear
• Gifts and Games
• Fetish and Bondage Gear
• Lubes and Essentials
• Adult DVDs (available in-store only).

If you’re unsure what you’re looking for, speak to a friendly member of staff at your local Pulse & Cocktails store.

Find my local Pulse & Cocktails store

Your closest Pulse & Cocktails store can be found via our Store Locator. Simply enter your postcode or location, and find your nearest store.

All of our stores have a wide range of sex toys, BDSM products, lingerie, Adult DVDs, and more! With friendly staff members ready to answer your questions and help you find the right item for you, our stores are ready to help you spice up your sex life.

If you’ve entered incorrect information (such as your delivery address, contact number, or email) when placing your online order, please contact us as soon as possible.

We may be able to update your details — but only if the order hasn’t yet been processed or dispatched.

Once your order is on its way, changes can no longer be made. In that case, you may need to wait for the parcel to be returned to us or follow our Returns Policy once it arrives.

Our team aims to process and pack online orders as quickly as possible, which means changes or cancellations are usually not possible once an order is placed.

However, if you contact us within 1 hour of placing your order, we may be able to amend it — as long as it hasn’t yet been processed.

If your order has already been processed or dispatched, you can still return the item in line with our Returns Policy.

Items must be returned unopened and unused, along with your receipt as proof of purchase. If you have changed your mind and no longer want the item(s) purchased, we will not be able provide a refund, unless faulty and your consumer rights will apply. Items of a personal nature cannot be returned for hygiene reasons, including sex toys, intimate bondage items, underwear, hosiery, bodystockings / lace dresses, latex / rubber wear, DVDs, books/ magazines, condoms, lubricants/ oils / creams, aphrodisiacs and herbal supplements.

If you have changed your mind after despatch and wish to return your order within 30 days for a refund then please complete the online returns form with details of your return. If you would like to use our returns service with Royal Mail / Post Office Drop-off, we will send you a return label and a standard charge of £4.50 (subject to change) will apply. Alternatively, you may arrange your own return using a tracked service to Pulse & Cocktails, Internet Returns, Canklow Meadows Industrial Estate, Rotherham, S60 2XL. Refunds will be processed within 14 working days via your original payment method. Please note – the original delivery cost will not be refunded.

If you are unable to return to the store within 7 days then please contact us by email or phone and let us know when you are able to return the product and we may be able to extend the returns period for you. Please check our store locator first to find your nearest store.

Yes, if you reserved an order online and then paid for it in store, it can be returned to in store. Please see details for How do I return something I bought in a store?

In the unlikely event you receive your order and the contents have been damaged in transit, are incorrect or not working properly, please contact us as soon as you find out. We will request that you return the items to us within 30 days of receipt and where necessary, we will send you a replacement as soon as possible. In this instance, we would cover the returns / postage charges and issue a full refund if required.

A receipt is required as proof of purchase for any returned item. If you no longer have your receipt then please email with details from your bank statement and we will try and locate this for you. Unfortunately, this will not be possible for items paid for by cash.

Please return the item within 7 days, along with your itemised receipt to the store where you made your original purchase for an exchange or credit note. 

Unless the item is faulty, we do not offer refunds in-store. The items must be in their original unopened packaging with any seals and shrink-wrap intact and labels and tags still attached. 

Due to hygiene and security reasons, certain items cannot be returned because you have changed your mind or the item is an unwanted gift. Please see the list of eligible items under ‘What items cannot be refunded/returned?’ further up on this page.

If you receive your order but would like to exchange it for something else, we are happy to offer a free exchange. Simply, complete the online returns form and send the item(s) for exchange back to us within 30 days. We will then send out a new order with your replacement item(s). This service is available for the first order and where the exchanged items have a minimum value of £40. Any difference in the order value will be calculated and we will confirm this with you before proceeding with the exchange. Our standard online returns policy applies to this service.

Orders paid for online using our Click and Collect service cannot be returned to a store. However, if an exchange or replacement is required then we may be able to arrange this at your local store. Please contact us first by email or phone to enquire.

Online purchases cannot be returned to a Pulse & Cocktails retail store.

If you have followed the operational instructions correctly and believe the item is not working, please return it to the store where you made your original purchase or your nearest store along with your itemised receipt. The store will inspect the item(s) and where necessary test the product and process your return accordingly.

We offer a free 30-day online returns guarantee*, which means that if for any reason you are not happy with your purchase, you can return it to us for free of charge in its original condition within 30 days of receipt. All online orders and click-and-collect orders where payment is taken online are online orders.

All reserve and collect orders that are paid for in-store are classed as in-store purchases and do not fall under the online returns policy. Please refer to the in-store returns policy below for all reserve and collect orders. 

The items must be in their original, unopened packaging with any seals and shrink-wrap intact and labels and tags still attached.

We are unable to exchange items that are not damaged, defective or incorrect after 30 days.

*Sex dolls are not included in the 30-day free returns policy. The purchaser is fully responsible for the return of any sex dolls to our warehouse and this includes all postage costs. Please see the ‘How do I return a sex doll?’ FAQ further up this page.

To return your item, please follow the steps below…

1. Fill out the online returns form here.
2. We will then send you a free returns label in PDF format via email. You will need to print this label.
3. We request that you wrap the items securely in the original packaging, add the returns label to the parcel and include the completed returns form.
4. Simply drop the parcel off at your local post office.
5. We will notify you once we have received your return.
6. We will fulfil your refund request within 10 working days via your original payment method.

Please note: Unless the item is faulty the original delivery cost will not be refunded, only the cost of the item being returned.

To return your product, you should mail your product/s to our headquarters at Cocktails House, Canklow Meadows Industrial Estate, Rotherham, South Yorkshire, S60 2XL.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

We will process this as quickly as possible but please allow up to 14 days.

Unfortunately, due to hygiene reasons, there are some items we cannot refund.

• Any sex toy or doll where the packaging has been opened or the seal has been broken unless the item is considered faulty.
• Lingerie which has been worn and/or is missing hygiene seals or any tags.
• All hosiery items once it has been opened (including body stockings, body dresses, stockings, tights, wigs and pants).
• All sex essential and consumable items which have opened packaging or broken hygiene seals. For example; condoms, lubricants, massage oils, edible novelties, aphrodisiacs, herbal supplements etc.

If you receive an order with the incorrect items in it, please let us know immediately via our contact information at the bottom of this page. We will request that you return the items to us within 30 days of receipt and where necessary, we will send you a replacement as soon as possible.

Please note the following:

• If you ordered online, please include your order number within your email when contacting us.
• If you picked up a reserve and collect order and paid in-store, please refer to the in-store return policy further down this page.

If you decide to cancel or return your order once despatched, a restocking fee of 15% may apply to any sex doll or masturbator worth over £250. The item(s) must be unused and securely packed in the original packaging. Customers are fully liable and responsible for returning this type of item, including the delivery costs. We recommend you use a fully tracked service, insured to the value of the item(s). Please note, items cannot be returned due to wear and tear over time from use. In the event of a cancellation or return, the postage costs may be deducted from any monies paid by the customer.

If you have changed your mind after despatch and wish to return your order for a refund then please complete the online returns form with details of your return. If you would like to use our returns service with Royal Mail / Post Office Drop-off, we will send you a return label and a standard charge of £4.50 (subject to change) will apply. Alternatively, you may arrange your own return using a tracked service to Pulse & Cocktails, Internet Returns, Canklow Meadows Industrial Estate, Rotherham, S60 2XL. Refunds will be processed within 14 working days via your original payment method. Please note – the original delivery cost will not be refunded.

Shop online and collect your order in-store with our Click and Collect service, for full details please visit our Click and Collect page.

If you need to return something to us then please follow our guidelines on our Returns Policy page. We have a different returns policy for in-store purchases to online purchases, so please refer to the correct one.

Find out how to return your order on our Returns Policy.

Please allow at least 7 working days for your package to arrive. If it doesn’t contact us via [email protected].

All online orders will show as ‘P&C Trading’ on your bank statements.

All our packaging is 100% discreet, with no mention of the contents of the parcel on the outside.

Your package will look like this:

Orders are mailed in plain envelopes, packets or brown boxes, depending on the size and nature of your order.

Once your order has been dispatched, you’ll receive an email containing a tracking number from the courier provider.

We offer different delivery and click & collect options so you can shop your way.

We currently offer the following delivery options:

• Standard delivery (3-5 working days).
• Express delivery (1-2 working days).
• Saturday delivery.
• Local Collect (Royal Mail Collection Point)
• Click and Collect (from a Pulse & Cocktails store).

Read more on our Delivery Policy Page

You can use your Pulse Points to get money off your next purchase with us!

Any customer who sets up a Pulse Points account with us will receive exclusive discount privileges, are the first to learn about product releases and deals, and earn Pulse Points worth up to 10p each to cash in against future purchases online.

Learn more on our Rewards Scheme page.

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