@DirtyFunTogether I believe this is still the process to change your username. You need to email customer care as you have done. From the Welcome to the Lovehoney Forum. Please read before getting started! thread:
Changing Your Username
If you wish to change your username you can pop a request in to Customer Care by sending an email to customercare@lovehoney.co.uk.
Please include:
Your current username:
Your prefered new username:
Name:
Email:
DOB or Postcode:
Reason: