Returns, Exchanges and Refunds
What is your Return Policy?
We really do hope you are happy with the fit, quality and value of the items you have purchased. All of the items sent out are quality checked to ensure they are in perfect condition and should be returned to us in the same condition. Please return unwanted items to us for a refund or exchange within 14 days of receipt* If you wish to return items for any reason other than defects in the goods, incomplete or incorrect delivery you will need to arrange and pay for the return of the items to us. For any help and advice please contact one of our team members at Secrets on 01326 210081 or email email@example.com
*This returns policy however, differs from our In Store Policy where unwanted items can be returned within 14 days of purchase for an exchange for items of the same or higher value, on payment of the balance, or a shop credit note only.
How do I return a product to you?
Unwanted items can be returned as long as they are in their original condition, unused, unworn, undamaged and in a re saleable condition. Wherever possible items should have their swing tags intact and be in their original packaging. Please be careful when trying on items that you are not wearing any makeup, deodorant, body lotion or jewellery that may leave a scent, mark or damage the item. Unfortunately if any items are returned in an unsaleable and not original condition we will not be able to accept them for a return and refund or credit either.
Secrets Footwear policy
Please only try footwear indoors on a carpeted area so not to mark the soles. Ideally please try on with a sock or pop sock and no creams or powders on the feet. We will not be able to accept shoes/boots for return if they have a clearly marked sole or been worn outside.
Can I return Jewellery?
All jewellery except earrings can be returned if not suitable. Can I return Underwear and Swimwear?
Please try on over normal underwear. Protective strips should remain intact. We will not be able to accept returns of any items that are soiled or without the protective strip or tags in place.
Can I return an item bought in the sale?
Unwanted sale items can be returned within 14 days of receipt using the same guidelines as full priced product. This differs from our in store policy; where sale items are non returnable.
What if I am late returning an item?
Please return any unwanted items to us within 14 days after receipt of delivery. Orders returned outside of this timeframe will only be refunded by a credit to your account which will automatically be deducted from your next purchase. Credits to your account are valid for 12 months.
Can I return an item I have received as a gift?
If you have received an item as a gift and you would like to return it, we can refund the value as a credit to your account at the last known selling price, unless you can supply us with the original receipt details. If you haven't bought from us previously you will need to contact Secrets on 01326 210081or email firstname.lastname@example.org and we will create an account and apply a credit to the value of the item bought. Alternatively the original purchaser can return the item and the refund can be processed to their account in the normal way. Orders returned outside of this timeframe will only be refunded by a credit to your account which will automatically be deducted from you next purchase. Credits to your account are valid for 12 months.
What if my items have arrived and they are faulty?
We are always disappointed to hear that you have received a faulty item. Please contact Secrets on 01326 210081 or email email@example.com and we will arrange a replacement to be held for you, if we have one, until we receive the faulty item back to our store.
All reasonable postage costs incurred to return the faulty item will be refunded to you and the postage cost to send out the replacement item will be free of charge. If you require the item quickly you will need to pay for the replacement order and we will refund the cost of the original order including any postage costs when we have received it into our Store.
What if my order is wrong?
We are sorry if you have received an incorrect order. Occasionally these mistakes happen and we apologise.
Please contact our team on 01326 210081 or email firstname.lastname@example.org and we will arrange for the correct item to be held until we receive the incorrect item back to our Store. All reasonable postage costs incurred to return the incorrect item will be refunded to you and the postage cost to send out the correct item will be free of charge. If you require the item quickly you will need to pay for the replacement order and we will refund the cost of the original order including any postage costs when we have received it into our Store.
What if I want to exchange an item?
If you would like to exchange the item you have bought for a different size please contact Secrets on 01326 210081 or email email@example.com and we will hold the size required for exchange, if available, until we have received the original item back to our Store.*
Alternatively you can create a new order for the correct size and return the original item for a refund.
*If the item you have requested for exchange is under the free delivery limit you will be required to pay the delivery postage for the exchange before the item is sent out.
How do I make a return?
You should be able to make your return in the packet your order originally arrived in. Return the item/items within 14 days of receipt in their original condition and packaging with swing tags intact. Please ensure our returns address is clearly visible and the package is properly sealed.
Our Returns address is:
Customer Returns Secrets Boutique 20 Arwenack Street Falmouth Cornwall TR11 3JD
We would advise you send your returns back to us using 1st Class Recorded Delivery to enable you to track your parcel. You are responsible for taking reasonable care and for the safe keeping of items until they are received back into our Store. Unfortunately we cannot be held responsible for the non- delivery of returned items or the damage to items when they are in transit back to us.
When will I receive my refund?
As soon as we have received your returned items we will process a refund to your account within 2-7 days. Refunds will be issued to the same credit or debit card originally used to make the payment. Refunds for items received outside of the returns time frame of 14 days will be issued to you as a credit to your account, which will automatically be deducted from your next purchase with us inshore or online. Credits to your account are valid for 12 months. For any further help please contact Secrets Boutique on 01326 210081 or email firstname.lastname@example.org