Yes. Every order ships in plain, unmarked packaging with no references to Imperia or the product inside. Our return address shows a neutral name - no branding, no indication of contents.

Orders placed before 12:00 PM PT are prioritised for same-day processing where possible; otherwise they are processed the next business day. Within the United States we ship by USPS Ground Advantage and Priority Mail, with FedEx 2Day and Standard Overnight also available. Carrier estimates are shown at checkout and run from dispatch rather than from when the order is placed.

Shipping is calculated at checkout. Orders over $50 ship complimentary.

Yes. A tracking link is included in your shipping confirmation email and is updated in your account.

Not at present. We ship within the United States only. We would rather do one country properly than several badly, and international delivery of intimate products carries customs questions we are not yet willing to leave to chance.

Unopened items can be returned within thirty days of delivery. For hygiene reasons, we can't accept returns on products that have been opened or used.

Write to us at hello@imperiabrand.com with your order number. We'll respond with return instructions within one business day.

Once we receive and process your return, refunds are issued to the original payment method within five to ten business days.

Please write to us within seven days of delivery with your order number and a photo of the damage. We'll replace the item or issue a full refund.

Yes. Exchanges for unopened items follow the same thirty-day window. The price difference will either be refunded or charged to the original payment method.

Every product we carry meets our materials standard. Devices are made from medical-grade silicone or similar body-safe materials. Lubricants are paraben-free and hypoallergenic. Candles are soy-based, with shea butter, formulated for skin contact.

A non-porous, hypoallergenic material that doesn't harbour bacteria and is safe for intimate use. It's the standard for high-quality intimate devices and the only silicone we accept in our catalogue.

Water-based lubricants only. Silicone-based lubricants will degrade silicone surfaces over time. Every device we stock lists compatible lubricant types in the Product Details section.

The brands we carry don't test on animals. Most of our products are vegan - check individual Product Details for specifics on animal-derived ingredients.

For devices, warm water and mild soap after each use. For candles, trim the wick before relighting. For lubricants and oils, keep the caps closed and store at room temperature. Full care instructions are included on each product page.

Yes, and the term depends on who made it. LELO devices carry a one-year manufacturer’s warranty against faulty workmanship or materials. Dame warrants its products for three years. Lubricants, oils and candles are consumables and carry no warranty period — but if one arrives faulty or damaged, we replace it.

One point worth clarifying, because it is widely misread: LELO’s ten-year quality guarantee is not ten years of cover. It entitles the original owner to buy a replacement from LELO directly at half the list price. Useful, but not free replacement.

Whatever the brand, write to us with your order number and we coordinate the claim for you.

Write to us with your order number and a description of the issue. We'll coordinate with the manufacturer and handle the replacement or repair on your behalf.

Damage from misuse, exposure to incompatible lubricants, or normal wear and tear. The warranty covers manufacturing defects.