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Returns

Something isn’t quite right? Please tell us:

Want to send back your order? Please visit the My Account page and follow the steps below.

After ensuring fewer than 14 days have passed since we marked your order ‘dispatched,’ click the button below. We’ll then be able to begin the refund process.

Create a Return

Please note: any order kept for over 14 days past its dispatch date will not be refunded. Returned items that reach us late will be sent to the sender’s address with no compensation.

What can I return?

You can only return items that you’ve bought and received from SECRETSALES.

All items must be returned unused, in original packaging, and with intact tags. Incomplete, torn, worn, soiled items or any item that appears to have been used will not be accepted.

Unless they are faulty or incorrectly supplied, the following items cannot be returned:

  • Products that have been in your possession for over 14 days.
  • Any personalised items or those tailored to your specification.
  • Any products that deteriorate quickly, such as food or flowers.
  • CDs, DVDs or software featuring a broken seal on their wrapping.
  • Men’s and women’s underwear except for bras.
  • Opened adult toys.
  • Piercing jewellery.
  • Opened cosmetics and skincare.
  • Any items specifically marked as non-returnable.

Items requiring two-man delivery

Products marked ‘Two-man delivery’ on their listing page are subject to costs which will vary according to our supplier’s return policies. Please consult customer services for specific advice on how to return these items.

When will I receive my refund?

Please allow 10 business days from the day of posting your return for your refund to be processed. We will send you a confirmation by email once we have received and checked your return.

I’ve changed my mind on the colour/size – can I exchange?

We try our best to offer exchanges wherever possible, but, once a sale ends on our website, we often no longer have access to those products. Let us know what exchange you would like and we’ll quickly confirm whether it is possible.

If you received a faulty, damaged or incorrect item, fill in the form located on our ’Contacts’ page, select ‘Delivery & Returns’ and include pictures to support your description; our Customer Service team will respond as soon as possible.

Contact Us

If you find a fault within six months of purchase, you can still return that item to us and we’ll endeavour to repair or replace it. If we cannot offer a repair or replacement, we will process a refund.