Returns
How to Return
Returns are not prohibited on some items, please contact us at secrets.customerservice@outlook.com and we will be able to assist you.
Due to the obvious health and hygiene implications with adult goods. For the goods to be returned if they are not broken the following terms have to be met.
1. The goods must be unused.
2. The goods must be returned in original condition & packaging.
3. Goods that are not heat sealed in the box are non-refundable and non-exchangeable.
4. Items supplied in sealed packaging that have been opened are non-refundable and non-exchangeable.
5. The goods must be received back within 14 days from the day you receive your order.
6. Lingerie and items of clothing are non-refundable and non-exchangeable.
7. Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
If we suspect that the goods have been used or any of the above conditions are not met then we reserve the right to return the goods.
Damaged or Incorrect Items
If you have received a damaged or incorrect item please contact us on the above email address and we will be able to help you. Any discrepancies or damaged items need to be reported within 36 hours of being delivered.
Exchanges
Items received that are incorrect must not have the packing opened or tampered, we must be notified as soon as it is convenient and we will advise full instructions for an exchange. Incorrect products received with security seals or sealed packaging which are opened by you the customer cannot then be returned for an exchange as they have been accepted by yourself.
Shipping
Domestic Shipping
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All products are shipped discreetly in a brown box with absolutely no indication as to the contents.
Goods that are in stock are dispatched within 24 hours, Monday to Friday. If for any reason we are out of stock, we would expect to dispatch the goods in about 12 days but realistically this is much quicker. If there is a manufacturing delay with any products you will be notified by email as soon as we are aware.
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*Cut off for overnight delivery choices is 3pm, if we can we will dispatch up until 4pm.
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Royal Mail UK
Goods are sent on your choice of shipment unless the weight is over 2kg then goods are sent via DPD. If your are not in when their parcel arrives Royal Mail will keep the package at their local depot for 7 days enabling you to pick it up. After 7 days the parcel then returns to us.
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DPD
If you are using this service please provide an email address and mobile number. DPD will contact you by text or email to notify you of a delivery time and date. If this is not convenient for your, then you will have the option to change it. DPD will attempt delivery 3 times - if they are still unsuccessful after this time the parcel is returned back to us. In some rare cases, DPD may not deliver the next day. But is 99% next day service.
International Shipping
Royal Mail International
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This service is available for low-cost orders making postage a lot more affordable, we don't recommend using this delivery service for high-value orders but if you wish to this is your choice. The percentage of lost parcels with Royal Mail is less than 1%, taking the risk for low-cost orders is very low, If a parcel were to be lost there is no insurance available for this service or tracking information once the parcel leaves our warehouse. This service takes 7-14 working days on average but may take longer depending on your location.
DPD International
This service will provide a tracking number and will take 3-7 working days on average but may take longer depending on your location.
DPD offer email & SMS updates. The weight limit for DPD international is 30kg. If your order exceeds this then your order may be split into two separate parcels incurring extra charges, however you will be contacted before hand.
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Verification of age
By placing a order with us you are agreeing you are over the age of 18. If we suspect this information is incorrect we have the right to cancel your order immediately.
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