Return policy

S ECRET E LLES Lingerie - Return Policy

At S ECRET E LLES Lingerie , we understand the importance of a satisfying shopping experience. Our returns policy is designed to ensure fairness and comply with European consumer protection laws. Please read the following carefully to understand our policies and how they apply to your purchases.

General Return Guidelines:

You have 14 days from the delivery date to initiate a return.

The item must be in its original condition, unused and in its original packaging.

Hygiene Regulations:

Due to European hygiene regulations, we cannot accept returns for lingerie once the packaging has been opened or the product has been worn.

We prioritize the health and safety of our customers and appreciate your understanding in complying with these regulations.

Defective or Damaged Items:

In the rare event that you receive a defective or damaged item, please contact our customer service team within 48 hours of receiving the product.

We will assist you with the return process and offer you a replacement or refund.

Initiate a Return:

Contact our customer service at [contact@secretelles.com] within 14 days of receiving your order.

Provide your order number, specify the item(s) to be returned, and indicate the reason for the return.

Our customer service team will guide you through the process and issue a return authorization.

Packaging and Return Shipping:

Package the item securely including return authorization.

Ship the package to the address provided by our customer service team.

Reimbursement Process:

Upon receipt and inspection of your return, we will notify you whether your refund has been approved or rejected.

If approved, your refund will be processed and credited to your original payment method.

Trades :

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the desired item.

Non-Returnable Items:

Some items, such as intimate lingerie, underwear and sale items, are non-returnable unless defective or damaged.

Contact us:

For any questions or concerns regarding our returns policy, please contact our customer service team at [contact@secretelles.com] .

By making a purchase on our website, you agree to abide by the terms and conditions set forth in this Return Policy. S ECERTIES Lingerie reserves the right to update or modify this policy without notice.

We appreciate your confidence in S ECERTIES Lingerie and thank you for choosing our lingerie. If you have any concerns, our team is here to help.

Orders

All orders are usually prepared within 24 to 72 hours. During periods of intense activity (end of year, sales, private sales, etc.), preparation times may be extended.
Unfortunately, once your order has been confirmed, it is not possible to cancel or modify it. Indeed, in order to guarantee optimal delivery times, your order is automatically sent to our warehouse for preparation as soon as payment is confirmed.
You can choose your delivery method and receive your package at the address of your choice thanks to our delivery partners. Once your order is confirmed, you can expect to receive your package within an average of 3 to 8 business days.

Means of payment

Secretelles.com guarantees total security during your purchases. When you enter your card number and expiry date on our site, this information is instantly encrypted on your computer using "SSL" information encryption technology. This means that your bank details are not transmitted unencrypted over the Internet and never reach the secretelles.com website. This is also why you are asked to provide them again with each purchase. You can pay for your purchases by credit card, Visa or Mastercard, American Express, Apple Pay and PayPal. You will be charged at the time of validation of your order.

Returns and exchanges

Each item is carefully crafted to ensure your complete satisfaction. However, if you are not entirely satisfied, you have a 14-day cooling-off period, as required by law, and a 30-day return period from the date of receipt of your items to request a refund. All items must be returned in their original condition with tags, unworn, unwashed, and without perfume. You have 14 working days from the receipt of your order to inform us of your intention to return all or part of your order by contacting SECRETELLES customer service at the email address: contact@Secretelles.com. From the date of notification to SECRETELLES customer service of your intention to exercise your right of withdrawal, you have 30 days to return the product.
Due to hygiene considerations, we do not offer direct exchanges for lingerie items.
Did you order online and not receive the correct product, or did you receive it damaged? We invite you to contact SECRETELLES customer service at contact@secretelles.com. Our advisors will take care of your problem as soon as possible.

Advice

To choose the perfect size, please carefully consult the size chart available on the product page of the item you are interested in. It provides precise measurements for each product. If you have any further questions, please do not hesitate to contact our customer service.
To keep your products in good condition, we invite you to follow the care instructions on the fabric label of your item.
We hope you find the answer you are looking for here. If not, please feel free to complete the contact form by clicking here .
Click here