Delivery & Returns
Standard Delivery – £3.95 (Free with orders over £50)
Next Day Delivery – £5.95
Click & Collect – Free
Order before 2 pm for same day dispatch.
Order after 2 pm on Friday, dispatch will be on the following Monday.
Returns at secretgarden:
At secretgarden, we want you to be happy with your purchases so we offer a FREE refund or exchange policy for all unopened and unused items returned within 14 days of receipt. Plus, if your used item breaks or becomes faulty within 14 days of your purchase you may return it to us completely free for a full refund or exchange.
We highly recommend obtaining a free proof of postage when you send your return just in case it is lost in transit or there is any issue with us receiving it back at the warehouse. Don’t forget to hold onto this until we’ve processed your refund or replacement.
Please note we are unable to refund the cost of postage if you do not use our free returns postal service.
To keep things nice and clear, we’ve got a couple of rules about returns but if you need any further information just contact us at firstname.lastname@example.org. Please note that we do not cover faults caused by accident, neglect, misuse or normal wear and tear.
When Returning An Order:
Unused Items: Please make sure that your item is unopened, unused and undamaged (unless it is faulty), plus all shrink wrapping, packaging and/or leaflets and instructions must be intact. Remember to detail whether you would like a refund or an exchange. Your request will be handled and processed as soon as possible and you will be notified when we receive the returned parcel at our warehouse.
Faulty Items: If your item is faulty please make sure that you clearly detail the issues you are having.
You MUST return all leaflets, cards, instruction manuals and packaging with your order (even if it is faulty) as we may not be able to process your replacement without this information.
If you have used the item, please make sure that it has been thoroughly cleaned as photographs will be taken of all faulty items when we receive them to help with processing. If we find that the item is not in a faulty condition this will be returned to you at your expense.
When ordering lingerie you are of course able to try this on for size but please wear your own underwear underneath as we will not be able to accept soiled or damaged items of this type for a refund or exchange. Don’t forget to retain the original packaging otherwise we will not be able to accept your return.
The following items are non returnable unless in their original packaging and unused
- Massage oils
- DVDs & Books
As soon as we have received your returned parcel back at our warehouse we will process your choice of a refund or a replacement as soon as possible. This will be within 30 days but in reality will be much faster. If you would like to check on the status of your returned parcel please contact email@example.com with your order number. Once submitted, refunds will take up to 5 working days to appear in your account depending on your bank.
This returns policy does not affect your statutory rights.
Where is my Delivery?
All items displayed on our website as ‘In Stock’ are available to be ordered from our warehouse and will be dispatched the same working day that we receive your order (if placed before 2:00 pm Monday-Friday). Over 99% of our parcels are delivered within the specified time for your delivery method but if you don’t receive your order within the time expected please track your parcel online or contact our Customer Services team.
If you do not receive your order we ask that you let us know within a reasonable period (30 days from order) if your parcel does not arrive. Under Trading Standards guidelines, if you do not notify us that your parcel has not been delivered we will assume it arrived safely.
Here is what you need to do if your parcel does not arrive in time:
If you order before 2:00 pm on a weekday, 95% of Royal Mail 48 parcels are delivered within 2 working days. Please check the tracking code you received when your item was dispatched against the Royal Mail website. Your parcel may be on its way or require collection from your local Sorting Office if Royal Mail were unable to deliver. If this tracking code doesn’t provide enough information about the whereabouts of your parcel please contact our Customer Services team. Please note that 48 hours is a guideline and some parcels may take slightly longer but if you have any questions please contact us.
Next Day Delivery (1 working day)
Place your order before 2:00 pm Monday-Friday and you may select Royal Mail Special Delivery to receive your parcel within 24 hours guaranteed to any address within mainland UK. You can track your parcel using the tracking code emailed to you at dispatch against the Royal Mail website. If you don’t have this code or need further assistance please contact Customer Services. If your order does not arrive by 5:30 pm the next working day after order, please contact us for assistance. Please note that all Special Delivery packages will require a signature.