FAQs - Heymomoko Pleasure Products

General Inquiries

You can reach us through the following methods:

  • WhatsApp: +86 15378752681
  • Email: momokobyqiu@gmail.com

Our customer service team is available online to assist you. Feel free to contact us!

You can unsubscribe directly by clicking the link at the bottom of the newsletter or by visiting the “Member Center” to cancel your subscription.

We welcome your valuable feedback to enhance our service quality. Please complete the feedback form.

Shipping and Delivery

SF Express now sends ‘Pickup Notification’ via the SFHK App. For more details, please contact SF Express customer service to obtain the latest information.

Delivery coverage: china

For other regions, please contact customer service for inquiries.

Our store defaults to using "SF Express" for delivery;

Same-day express delivery service defaults to using "GOGOX / LALAMOVE" for service.

Our store provides discreet shipping services.

  • All packages are packed in SF Express cartons, plain cartons, or SF Express bags with a simple appearance.
  • We ensure that no one can know the contents of local packages before they are opened.
  • The shipping label only indicates "daily necessities" and never shows "Lexy" or any terms related to adult products, making it indistinguishable from regular express parcels.

*Some products will include a warning label stating "Prohibited for display to persons under 18" and are packed in opaque sealed bags.

*For higher confidentiality, please note "double discreet packaging" in the order remarks, and we will add extra packaging for the items.

*Please note that for packages shipped outside Hong Kong, the product name must be listed on customs documents as per customs regulations.

Yes, express orders placed during the following times will be delivered on the same day:
GOGOX or LALAMOVE same-day orders: Monday to Saturday, cutoff at 5 PM.

*Orders placed on Sundays, public holidays, or during adverse weather will be shipped on the next working day.

Yes, but we generally recommend keeping the packaging.

If the product is opened and found to have any defects or damage, it is not covered under our responsibility.

Our store is an online platform, and we currently do not offer in-store or warehouse pickup services.

Regular SF Express orders are shipped within 24 hours.
Same-day orders are shipped immediately after preparation.

Orders placed during the following times will be shipped on the same day:

  • SF Express orders: Monday to Saturday, cutoff at 6 PM
  • GOGOX / LALAMOVE same-day orders: Monday to Saturday, cutoff at 5 PM
  • Orders placed on Sundays, public holidays, or during adverse weather will be shipped on the next working day.

Orders and Payment

To modify order details, please contact WhatsApp at +86 15378752681

 

Note: The address can only be changed before the order is shipped.

The billing address cannot be changed once provided. However, please rest assured that we only issue electronic receipts and will not mail anything to the billing address.

Yes, the system will sequentially determine whether the total amount or quantity of items in the shopping cart meets the criteria for different discount thresholds.

Discounts will be applied based on the final checkout amount in the shopping cart.

Returns and Warranty

You may check the warranty period (calculated from the order date) for each brand and product on its respective product page.

For certain brands and product categories (including but not limited to HOT OCTOPUSS and custom-made products), warranty claims and replacements are handled directly by the manufacturer, not by our store.

Please visit our "Returns and Warranty" page to submit a "Return or Exchange Request.

Please provide the required information in the form, such as:

  • Order number
  • Contact phone number
  • Product name
  • Reason for return + supporting photos

Typically, returns/exchanges are processed within 3-5 business days after we receive the item.

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