How do I process the return?

If you’d like to return an item from your order, please visit the My Account page. To ensure you get your refund as quickly as possible, please use our returns portal. If you return an order without using the portal, you may experience a delay.

All of our items are sent to customers directly from our trusted sellers and, therefore, they must also be returned to the appropriate warehouse. In order to instruct a return, simply follow the steps below.

Step 1: Select the order that contains the item you’d like to return

Step 2: If the item you’d like to send back to us meets the requirements set out in the Returns Policy, you can select ‘Return Order’ at the bottom of the order page. At this point, you’ll be directed to our returns portal where you can select your return courier and purchase a label.

Step 3: Select the courier you’d like to use to return your order. We offer subsidised services which you can pay for and the label is sent to you to print and attach to your parcel. Alternatively, you can use a blank label and select a courier of your choosing. Orders returned using our subsidised services can be tracked by Secret Sales which avoids delays in our customers receiving their refunds.

Step 4: Once you’ve printed your label, attach it to the outside of your parcel and drop it at your chosen drop-off point. To avoid any confusion while in transit, ensure the original delivery label is covered.

Step 5: Repeat steps 1 to 4 for each order you’d like to return. You’ll be given a returns label with the correct address for each parcel. The seller will only be able to issue a refund if the item is received to the correct warehouse.

Step 6: It’s really important to keep hold of your returns tracking number until a refund is issued for you. This will help us locate your return in the unlikely event that something goes wrong.

Step 7: A refund is issued by the trusted seller and you’ll receive an email to let you know. The funds will arrive with you via the original payment method within 3 to 5 working days of you receiving the email notification.

If you don’t have a printer, follow the steps above but select the no-carrier label for each order you’d like to return. You’ll be given the relevant address for each of your returns which you can handwrite and attach to the parcel. Remember to include your order number within the parcel so the seller can identify your order!

 

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