Your satisfaction is our Aim
Secret Drawer do our best to keep it as simple as possible for our customers.
We steer clear of big long legal terms and conditions and keep it easy for all concerned.
The simplest way to get a return done is to fill out the Returns Request Form at the bottom of this page and we’ll contact you with the next step. All we need to know is your name and email address and order number from the original order. The products you wish to return and the reason for the return.
We’ll then look at the order and process the return request and get back to you with the next step. Done!
We use DHL for our shipping to ensure an efficient tracked delivery. Shipping costs start at €12 for delivery. Returns for non faulty items are at your expense.
14 Day – No Quibbles Returns
First off if you ordered in the last 14 days you have an automatic right with Secret Drawer to return your order for a full refund. Just once the product is unused and unopened you can return to us no problem. This does not include intimate wear and liquids or condoms (see below). Just fill out the return request form at the bottom of this page.
180 Day – Fault Guarantee Return
If you ordered in the last 180 days (6 months) we offer a full Secret Drawer guarantee. If your product breaks or is faulty in the first 180 days just fill out the return request below and we’ll contact you with the next step. Again this does not include intimate wear and liquids or condoms.
Some brands offer an extended guarantee and of course Secret Drawer will honour these too. If your product has an extended guarantee full details will be with the product. Just fill out the form below and we’ll check it out for you and respond with the next step.
Lingerie & Intimate Wear Returns
We regret to inform you that returning these items is not possible. It is advised that you take the necessary precautions to ensure that you have selected the correct item and size, and that you are completely satisfied with your purchase prior to placing your order. It is important to note that we are unable to accept the return of any intimate wear item, as we cannot resell any such items that have been returned to us.
We would like to assure you that our lingerie is always in impeccable condition upon shipping. Therefore, we request that you carefully review and check the size information before making a purchase. If there are any concerns or uncertainties, please do not hesitate to contact us.
To avoid any ambiguity, we would like to reiterate that there are no returns accepted for lingerie or any intimate clothing. We apologize for any inconvenience this may cause.
We really want to be fair and treat our customers with respect. But in some cases if we receive goods for return that are no longer fit for resale we will not be able to process a full refund, we will either offer to return the goods with a postage fee or we’ll contact you and try to come to fair and mutual agreement that works for everyone. You will of course understand that we would never sell used goods which you would never want either I’m sure, but we do want to try to help you out too.
We also cannot accept returns for single use products or products that come in packs or bottles like condoms, lubricants, oils, tenga eggs etc
And of course, our biggest exception is the Lingerie rule listed above.
Now we appreciate that anyone can get carried away in the moment and may place the order and subsequently wish to cancel, and where possible we will accommodate this, however if the parcel has been processed and is in our logistics channel on its way to you, we cannot cancel the order. This is why we give a 14-day cooling off period from the date of receiving the order.
You still of course retain the option to return the products back to us unused and unopened etc etc. Shipping orders back to us is I’m afraid at your own expense and we also retain the right to refund less the shipping fees we have paid which I’m sure you’ll agree is only fair.
To cancel an order email us with your order number and we’ll do the rest. Refunds will be paid back to the account you used to pay. This refund may take a couple of days for the bank to process though. We check emails very regularly but to ensure you get us before the order has been dispatched a call might be the best idea.
We of course cannot process the return until we receive the order back and any delays in shipping the order back we cannot be held responsible for, which is fair enough isn’t it?
Please fill in the information below to process a return – and be mindful of time delays.