HELP
CENTER
Your Guide to Shopping with Lovemart
Need assistance or have questions? Our Help Center is your one-stop destination for everything you need to know about shopping with Lovemart. From product care to policies and guides, explore the sections below to find clear answers and useful information.
About us
Learn who we are, what we stand for, and why Lovemart is your trusted source for authentic Japanese male pleasure products.
Privacy Policy
We take your privacy seriously. Read how we collect, use, and protect your personal information when you shop with us.
Terms & Conditions
Review the legal terms that apply when you place an order on our website, including payment, cancellations, and customer responsibilities.
Onahole Guide
New to onaholes? This guide explains what they are, how to use them, and how to choose the right one.
Cleaning & Maintenance
Keep your toy fresh, safe, and long-lasting. This guide walks you through how to clean, dry, and store your onahole correctly after each use.
Shipping & Returns
Find out how we ship your order, how long delivery takes, and how to return an item if necessary. We offer discreet and prompt service Australia-wide.
Lovemart Rewards Program
Discover how our loyalty program works and how you can earn points every time you shop. Enjoy exclusive savings and turn every order into your next indulgence.
Frequently asked questions
Honest Answers, No Awkward Surprises
PRODUCT & USE
How to Use, Clean, and Get the Most Out of Your Toy
We recommend using water-based lubricants with all our toys. They’re safe for the material and easy to clean. Avoid oil-based or silicone-based lubes, as they can damage the onahole's material over time.
Yes, all of our onaholes are designed to be reusable. With proper cleaning and care, they can provide long-lasting enjoyment.
Lifespan depends on how well you care for it and how often you use it. On average, with proper cleaning and storage, a quality onahole can last anywhere from a few months to over a year.
Rinse your toy thoroughly with warm water immediately after use. Use mild, unscented soap or a toy cleaner. Make sure it’s completely dry—inside and out—before storing it in a cool, dry place. For more information check out our comprehensive cleaning and maintenance guide.
Yes, using a condom can make cleanup easier and may extend the life of the onahole. Just be sure to still use water-based lubricant for comfort.
It’s optional, but many users find it enhances the experience. You can warm it by soaking it in warm (not hot) water for a few minutes. Never microwave it or use direct heat sources.
PAYMENTS
Secure, flexible, and discreet payment options for your peace of mind.
We accept PayPal and all major payment methods through Stripe, including Visa, Mastercard, AMEX, Discover and Apple Pay. We also accept buy now pay later platforms such as Afterpay, Klarna and ZIP.
Yes. All payments are securely processed through Stripe, a globally trusted and PCI-compliant payment platform. Your payment information is encrypted and never stored on our servers.
Your payment is charged at the time of purchase. Once the payment is successful, you’ll receive an order confirmation email right away.
RETURNS & REFUNDS
Shop with confidence—easy returns and responsive support when things go wrong.
Due to the nature of our products, we can only accept returns on items that are completely unopened, unused, and in their original sealed packaging. If you’ve changed your mind, please contact us within 30 days of delivery.
If your item arrives damaged or faulty, please contact us as soon as possible with photos or videos of the issue. We’ll assess the situation and offer a replacement or refund depending on the circumstances.
Just get in touch with us via email or our contact form. Include your order number, reason for the return, and any relevant photos (if applicable). We’ll guide you through the process and respond promptly.
ORDERING AND SHIPPING
Fast, reliable, and hassle-free—here’s what to expect when placing an order.
Orders are usually dispatched on the same or next business day. Once shipped, standard delivery generally takes between 1 to 7 business days, while express delivery typically takes between 1 to 3 business days. These timeframes are estimates provided by Australia Post and may vary depending on your location.
At the moment, we only ship within Australia. We're working on expanding internationally—stay tuned!
If you need to make changes, please contact us as soon as possible. Once your order has been packed or shipped, we may not be able to modify or cancel it.
Contact us immediately if you've entered the wrong address. If the order hasn't shipped yet, we can correct it. If it has already been dispatched, we’ll do our best to help, but additional postage may apply.
If your package seems delayed or missing, please contact us with your order number. We’ll investigate with the carrier and do our best to resolve the issue promptly. You can also contact Australia Post directly using your tracking number for real-time updates or assistance.
DISCRETION & BILLING
Your privacy is our priority—discreet shipping, discreet billing, always.
Yes. All orders are packed in plain, unmarked packaging with no logos or indication of the contents. There is nothing on the outside that hints at what’s inside.
Charges will appear under a discreet name such as “Pete Brothers & Company” or similar. There will be no mention of Lovemart or adult products.
Please note: If you use Apple Pay, Apple Wallet may display our website name. Unfortunately, this is not something we can control. If discretion is important, we recommend choosing an alternative payment method like credit card or PayPal.
No. We keep all customer information strictly confidential. Your order details are never shared, and nothing on the packaging reveals what’s inside.
No. Our parcels are sent by “Peter” and only show a PO Box as the return address. There is no mention of Lovemart, adult content, or any business name. Everything is packed in plain packaging to ensure complete discretion.
PRODUCT AUTHENTICITY & QUALITY
Only the real deal—no fakes, no imitations.
Yes, we only source directly from trusted and established Japanese brands. Every product we sell is 100% authentic, factory-sealed, and imported with care to ensure quality and safety.
Our products come in official packaging with original Japanese labeling and often include brand-specific authenticity markers like holograms or seals. We never sell replicas or knock-offs—your satisfaction and trust matter to us.
Send us a message
We're always happy to help!