RETURNS

We know how difficult it is to buy online, so we try to make returns as easy as possible. Simply return to us within 30 days of receipt.

You can use our Royal Mail returns service, and we will deduct the cost of postage from your return (£3.99). You can even arrange collection from your home. They can scan the collection barcode so that you don't have to print out a label.

Faulty or damaged items will not be charged for return delivery.

FREE RETURNS FOR EXCHANGES

Select - "Exchange Request" - in our live chat and we will send you a free label and details for your exchange.

How do I return my order?

1. Go to your "Account" on Secret Label

2. Select "Returns" and select your return reason

3. Once your return is accepted you will be sent a link to create your returns label with Royal Mail

With our returns service, £3.99 will be deducted from your refund, but we do offer free returns on exchanges.

*If you would prefer to return using your own service send to: Secret Label Returns, Unit B3, Phoenix Trading Estate, London Road, Stroud, Glos GL5 2BX

 

OUR RETURNS POLICY

You can return an item to us for a refund within 30 days of delivery.
Your item must be unused and in the same condition that you received it in the original packaging. Your refund will include your original delivery charge, although you will need to pay the cost or return postage. Your refund will be processed within 2-3 days of receipt back to us.

For hygiene reasons, we cannot accept returns for underwear including socks.
Please note that any delivery/postage charges you may have paid will not be refunded if you return the order later than 30 days after you placed your order, except in the case of faulty/damaged goods. If you only return some (and not all) of the items from your order within this period, delivery charges will not be refunded. If you have opted for next day or express delivery options we will refund the cost of standard delivery only.

Please feel free to try our product on like you would in a store - but goods returned to us MUST be unworn, clean, and in their original condition - with all labels attached. We cannot accept returns that have clearly been worn or which are dirty or damaged. For example, goods returned to us with used tissues in pockets, receipts in pockets, or face masks in pockets would not be accepted for a refund as they have clearly been worn (and not just tried on for size). In this scenario we can return the goods to you at your cost if you wish - our standard delivery charge of £3.99 will apply.

Of course if there is a fault or damage with your order before you try it on, reach out to us and we can offer a free replacement or arrange a return free of charge.

 

How long do i have to return my order? How do i cancel my order?

You can return any unwanted online items within 30 days of the date of your order. All items that are returned must be in an unworn/new condition, with all relevant packaging / tags attached and in their original packaging.
We cannot accept the return of items received more than 30 days after date of purchase unless they are faulty (in accordance with our guarantee policy).

 

How long will my return take to be processed?

Please allow up to 7 working days for your return to be processed from the day that we receive it back. 
When we have processed your refund/exchange, you will receive an email confirmation.
  • Once we have processed a refund it can take up to 7 working days for monies refunded to go back into your bank account.
PLEASE NOTE THAT YOU WILL NOT RECEIVE AN EMAIL WHEN WE RECEIVE YOUR RETURN - YOU WILL RECEIVE AN EMAIL WHEN YOUR REFUND HAS BEEN PROCESSED.