You can track your order Here.

Your order number will be on your dispatch email, parcels can only be tracked after they've been dispatched.

Deliveries are made between 8am and 9pm. On the rare occasion deliveries are delayed due to unforeseen circumstances.

We offer international delivery for the majority of products on our site, meaning you can send your order to 130 countries around the world, including North America, Australia, and China.

Free delivery time: 3-10 working days

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

We will get this fixed for you ASAP

Please send us an email with the following information:

Your nameOrder numberProduct name and code (this can be found on your order confirmation email)Description of the fault

You won’t be able to attach an image of the faulty item just yet but make sure you have one ready for when you receive a reply from us. Please wait until you’ve spoken to our Customer Care team before you return anything so we can make sure we get the correct item to you as quickly as possible.

You can track your order Here.

Your order number will be on your dispatch email, parcels can only be tracked after they've been dispatched.

Deliveries are made between 8am and 9pm. On the rare occasion deliveries are delayed due to unforeseen circumstances.

We offer international delivery for the majority of products on our site, meaning you can send your order to 130 countries around the world, including North America, Australia, and China.

Free delivery time: 3-10 working days

As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.

Sorry an item's missing; please double check it's on your order confirmation, check your emails (including junk/spam) to see if you've been sent an email about it going out of stock or your order could be arriving in more than one parcel. If none of these apply and your expected delivery date has passed, then please head over to our Contact Us section within 14 days of your order being delivered and we will sort it for you.

To get this fixed for you ASAP please head to our 'Contact Us' section where you can drop us an email or you can reach us via private message on Facebook or Instagram.

When you message, please include the following information:

1, Your name

2, Order number

3, Product name and code of the item ordered

4, Product name and code of the item received

5, Picture of the incorrect item and a description of the incorrect item received

If you choose to email, please have an image of the incorrect item ready for when you receive a reply, as you won’t be able to attach the image on the form just yet.

Please do not return the item to us without speaking to our Customer Care team.

You have 30 days from the date you receive the item to send it back to us.

For hygienic reasons, we cannot provide refunds for accessories, skincare, etc. if the seal is damaged or no longer exists. Items must be unworn, unopened and unregistered with the original label. This does not affect your statutory rights.

Using your own return method may result in a delay in your refund, and in the case of international returns, you may be responsible for import VAT and customs duties. If your item is not returned to us, you will need to file a dispute with the carrier.

Please note that returns require consumers to pay a restocking fee. Return fees will be deducted from your refund amount.

Please note we've extended our returns to 30 days so a typical refund may take longer than usual.

A typical refund will take up to 7 days + your banks handling time.

We’ll be sure to keep you updated and send you an email as soon as your parcel arrives back at our warehouse, and again when we have processed your refund.

We try to process returns ASAP but some refunds can take up to 14 days to be processed + your banks handling time (up to 7 days).

For some banks and credit cards your refund can show on the same date as the original purchase, sometimes it can also show as the same transaction. If you paid via PayPal it can take up to 48 hours from receiving your refund confirmation email for the refund to show in your account. If your bank account is linked to your PayPal account it can take a further 14 days for this refund to hit your bank account - this is due to PayPal processing times.

Please wait 14 days before contacting us about your refund if you haven’t heard from us yet. If it’s been 14 days, we’ll get this looked into for you ASAP; just head over to our Contact Us section with the below information

Your nameOrder numberProduct name and codes of the items you returnedA picture of your proof of postage

You've got 28 days to send something back to us from the day you receive it. Unfortunately we cannot accept returns after this time.

We offer a wide range of flexible delivery options to have your products delivered when it suits you.

ALL ORDERS

Express International Delivery (3 to 10 days)
$25

Standard Postal Delivery (8 to 25 days)
$0

If you are ordering multiple products including items on pre-order, your items may be delivered separately. However, you will only pay one delivery charge.

International Delivery

We offer international delivery for the majority of products on our site, meaning you can send your order to 130 countries around the world, including North America, Australia and China.

To see the updated delivery information, simply select your country from the dropdown menu at the bottom of the shopping basket page.

Please note that for countries outside The United States import duties and taxes may be levied once your order reaches your country. Charges and customs holding times may vary depending on the value of the package and the final destination address. We try our best to keep charges as low as possible, however we are unable to control or predict the final charges. If you need to pay import duties and taxes, the courier will contact you for more information ahead of delivery. If you have any further questions, please contact our customer service team on service@myernk.com.

Wherever possible we aim to ship all orders from our US/HK/JP/IS warehouse where this is not possible some items may face delivery delays but all customs import and duties will be paid.

If you purchase an item over the value of $1000 AUD to Australia we will cover the cost of duties and taxes.

Returns
Want to return your item? No problem, Please see below for the return process. Please note that we cannot be held responsible for loss or damage to your package during transit.

Returns Policy
Changed your mind?

We will aim to process your return within 14 working days of receiving
If you are not happy with your purchase, you have 30 days to return your item(s). Please note that the item must be new and unused, with all the original accessories, free gifts, packaging and manufacturing seals intact to be eligible for a full refund.

All items are inspected on return and if an item is returned to us damaged, used, in an unsuitable condition, or not as stated in the return request, we will be unable to give you a refund and we may have to send it back to you.

We will aim to process your return within 14 working days of receiving your parcel. Once the return has been processed, you will receive an email confirming your refund or replacement. We advise that it can take up to 5 working days for your account to be credited with the refund, however, some payment providers and payment types can take up to 14 days to credit your account.

Please note that we are unable to refund any delivery or postage costs incurred.

All refunds are to the original payment method. If a gift card was used for purchase, then you will be given a credit voucher.

Please contact service@myernk.com if you wish to cancel your order, although this is not always possible due to the quick turnaround in our warehouse.

Original Condition:

Hygiene and our customers’ safety are very important to us, we cannot accept the following back:

All devices which are opened, used, or security seal is not intact, unless a money back guarantee applies. See further information here.
Consumable items such as brush heads, cleansers, gels, patches, etc.
Intimate items such as Elvie, Smile Makers, Lelo, Dame, Tenscare probes once opened

Faults:

If you have any problems operating your device or believe there to be an issue with the function, please complete the returns form to submit your request for a replacement.

If your item is found to have an issue, then we will endeavour to replace it as a like for like replacement. With limited edition models, we will do our best to replace the device with the same model if the stock is available, but otherwise, we will replace the device with the standard model. In cases where an item is discontinued during the warranty period and we are unable to exchange we may offer store credit as an alternative.

If your item is functioning to manufacturer specifications, it will be returned to you.

We do not replace any consumable items such as brush heads or gel, please do not include these in your parcel.

Your warranty period will not refresh with replacement devices, it is applicable from your original purchase date.

Refunds:

We will aim to process your return within 5 working days of receiving your parcel. Once the return has been processed, you will receive an email confirming your refund or replacement. We advise that it can take up to 5 working days for your account to be credited with the refund, however, some payment providers and payment types can take up to 14 days to credit your account.

Over busy periods, such as Christmas, processing times may be up to 10 working days, please be assured we will work as quickly as possible to process your return.

Responsibility:

Returned items are your responsibility until they reach our returns centre, so please ensure they are packed securely and are well protected. Please also retain your proof of postage in case you need to contact us about your return, the tracking number can be useful.

We are not responsible for any items that are returned to us by mistake. In the event that we are able to locate the product, we will ask you to cover the cost to send this back to yourself.

Please contact our customer care team about any parcels damaged in transit, including good quality photos of the damage and how your parcel arrived. This will allow us to investigate with the courier.

Fair use:

If we notice an unusual pattern of returns activity that doesn't seem right: e.g. if we suspect someone is using their devices and then returning them under a money back guarantee, ordering and returning frequently within 30 days, or the items returned don't match what they ordered then we might have to deactivate the account and any associated accounts.

If you think we have made a mistake with this decision, please get in touch with our Customer Care team and they will be happy to discuss it with you.

If your account has been deactivated and you need to make a valid return, contact our Customer Care team. They will provide you with a returns form, but you will be responsible for the cost of returning the goods to us.

We always aim for make sure our customers love our products, but if you do need to return an order, we’re happy to help. Just email us directly and we’ll take you through the process.