Return Policy

Return Policy

We want you to love your SECRETELLES. If something isn't perfect, we make returns simple and stress-free.

↩️ 30-Day Return Window

Return unworn items within 30 days of delivery for a full refund.

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30-Day Returns

Generous return window for your peace of mind

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Full Refunds

Money back to your original payment method

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EU Protected

Compliant with European consumer laws

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Easy Process

Simple steps to initiate your return

Return Guidelines

At SECRETELLES, we understand the importance of a satisfying shopping experience. Our return policy is designed to be fair and compliant with European consumer protection laws.

  • You have 14 days from delivery to notify us of your intent to return (legal requirement)
  • You then have 30 days from notification to ship the items back
  • Items must be in original condition: unworn, unwashed, with all tags attached
  • Items must be returned in their original packaging
  • Proof of purchase is required for all returns

Hygiene Regulations

Due to European hygiene regulations, certain conditions apply to lingerie returns to protect the health and safety of all customers:

⚠️ Important Hygiene Notice

We cannot accept returns for lingerie once the packaging has been opened or the product has been worn. This policy exists to ensure the hygiene and safety of all our customers, in compliance with European consumer protection directives.

  • Lingerie with broken hygiene seals cannot be returned
  • Items showing signs of wear, perfume, or washing are not eligible
  • Intimate items worn for fitting purposes are not returnable
  • We recommend trying items over your own underwear when fitting

How to Return Your Order

Follow these simple steps to return your SECRETELLES purchase:

1

Contact Customer Service

Email us at contact@secretelles.com within 14 days of receiving your order. Include your order number, the items you wish to return, and the reason for the return.

2

Receive Return Authorization

Our team will review your request and send you a return authorization along with instructions and the return address.

3

Pack & Ship Your Items

Carefully pack the items in their original packaging, include the return authorization, and ship to the address provided. We recommend using a tracked shipping service.

4

Receive Your Refund

Once we receive and inspect your return, we'll process your refund within 5-7 business days. You'll be notified by email once complete.

Refund Process

Once we receive your return, here's what happens:

  • Items are inspected to ensure they meet return conditions
  • Approved refunds are processed within 5-7 business days
  • Refunds are credited to your original payment method
  • You'll receive an email confirmation when your refund is processed

💡 Refund Timeline

While we process refunds quickly, please allow up to 10 business days for the funds to appear in your account, depending on your bank or payment provider.

Defective or Damaged Items

In the rare event you receive a defective or damaged item, we're here to help:

  • Contact us within 48 hours of receiving a defective item
  • Include photos of the damage or defect with your email
  • We will arrange a free return and send a replacement or full refund
  • No hygiene seal requirements apply to genuinely defective products

Exchanges

🔄 Exchange Policy

Due to hygiene considerations, we do not offer direct exchanges for lingerie items. If you need a different size or style, please return your original item for a refund and place a new order for the item you'd like.

Not sure about your size? Check our detailed Size Guide before ordering to help you find the perfect fit.

Non-Returnable Items

The following items cannot be returned unless defective or damaged:

  • Intimate lingerie with opened or removed hygiene seals
  • Items that have been worn, washed, or altered
  • Sale or clearance items (unless defective)
  • Personalized or custom-made items
  • Items without original tags and packaging

Frequently Asked Questions

What are the order preparation times?

All orders are typically prepared within 24 to 72 hours. During peak periods (end of year, sales, private sales), preparation times may be extended.

Can I cancel or modify my order?

Unfortunately, once your order is validated, it cannot be cancelled or modified. To ensure optimal delivery times, your order is automatically sent for preparation as soon as payment is confirmed.

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay, PayPal, and Klarna. All transactions are secured with SSL encryption technology for your protection.

How do I know my size at SECRETELLES?

To choose the perfect size, please carefully consult the size chart available on the product page of the item you're interested in. If you have any questions, don't hesitate to contact our customer service.

How should I care for my lingerie?

To keep your products in good condition, please follow the care instructions on the fabric label of your item. Hand washing in cold water is recommended for delicate pieces.

Need Help With a Return?

Our customer service team is ready to assist you with any return questions.

Email: contact@secretelles.com

Shop With Confidence

Explore our luxury European lingerie collection knowing returns are simple and hassle-free.

Shop Now Size Guide