FAQ – Lemmesensa

I'm new to this — where do I start?

Welcome 🌸 Take our quiz, browse our beginner-friendly edit, or just chat with us. No judgement, ever.

Do I need to be 18 to shop with LemmeSensa?

Yes — our products are intended for adults aged 18 and over. By placing an order, you confirm you're 18+.

What payment methods do you accept?

Visa, Mastercard, Amex, Apple Pay, Google Pay, Shop Pay and Afterpay through secure Shopify Payments. Your card details are never stored on our servers.

Can I change or cancel my order?

Email lily@lemmesensa.com.au as soon as possible — we process orders within hours. Once dispatched, we can't make changes and will need to arrange them after the order is received.

How fast will my order arrive?

Dispatched within 1–48 hours via Australia Post Express. Metro: 1–2 business days. Regional and remote: 2–10 business days.

Is shipping really free?

Yes — complimentary Express Post on Australian orders over $100. Under $100, shipping is calculated at checkout.

Do you ship internationally?

Yes, worldwide, excluding India, UAE, Saudi Arabia, Malaysia, Thailand and Vietnam due to local laws. Costs are calculated at checkout.

Is the packaging discreet?

Absolutely. Plain, unbranded outer packaging with a generic sender name. Your bank statement is also discreet. No one will know but you.

Can I track my order?

Yes. You'll receive a tracking link as soon as your order is dispatched.

What is the change-of-mind policy?

Returns are accepted within 30 days of delivery, as long as the manufacturer's tamper seal is intact and the product is unused. For hygiene reasons, we can't accept change-of-mind returns once the seal is broken.

What if my product is faulty?

Email lily@lemmesensa.com.au with your order number and photos or video within 30 days. We cover return shipping and offer a new product or full refund.

Who pays for return shipping?

For a change of mind, the customer pays. For faulty, damaged or incorrect items, we cover it.

How long do refunds take?

Allow 5–10 business days for the refund to reach your original payment method once we've received and inspected the return.

Are your products body-safe?

Yes — only medical-grade silicone, ABS plastic and other body-safe, non-porous materials. Material details are on each product page.

How do I clean my product?

Use mild, unscented soap and warm water, or a dedicated toy cleaner. Avoid silicone-based lubricants on silicone products.

Do your products come with a warranty?

Most carry a manufacturer's warranty against defects. Email lily@lemmesensa.com.au if anything goes wrong and we'll guide you through it.

What lubricant should I use?

Water-based is the safest all-rounder and is compatible with all materials. Avoid silicone-based lubricants on silicone products.

Will anyone know what I ordered?

No. We use plain packaging, a generic sender name and a discreet bank statement description.

Do you store my payment details?

No — payments are handled securely by Shopify Payments.

Still need help?

The fastest way to reach us is the chat icon at the bottom right. We're online during Australian business hours, with instant FAQ replies anytime.

For longer enquiries, email lily@lemmesensa.com.au. We usually respond within 24–48 hours. You can also message @lemmesensa on Instagram.