Refund Policy

Return & Refund Policy – Secret Velvet

At Secret Velvet, your satisfaction is our priority. Please read our return and refund policy carefully before making a purchase.

Governing Law

This policy is governed by the laws of the United Kingdom. By placing an order with Secret Velvet, you agree that all transactions, returns, and disputes are subject to UK law, regardless of your location.

Your Right to Return

You have the right to cancel your purchase within 30 days of receiving your order, in accordance with the UK Consumer Contracts Regulations 2013.

What Can Be Returned

Eligible for return:

Products in original, unused condition
All tags, accessories, and original packaging must be intact and undamaged

Not eligible for return:

Lingerie sets where the sealed hygiene packaging has been opened or damaged — this is a strict hygiene requirement and no exceptions can be made
Items returned outside the 30-day return window
Items that are used, damaged, or missing original packaging

Order Cancellations

Orders may be cancelled within 24 hours of placement, provided the order has not yet been processed or shipped
After 24 hours, orders are automatically released for processing and cannot be cancelled
Once an order has shipped, cancellation is no longer possible — please wait to receive your order and then follow the return process below

How to Return Your Order

Contact us first at support@secret-velvet.com within 30 days of receiving your order
We will reply with return instructions and our warehouse address
Ensure your item is unused, undamaged, and in its original packaging
Include your order number inside the package
If packaging is sealed/unopened, write your order number on the outside of the package
Ship using a tracked shipping method and email your tracking number to support@secret-velvet.com

⚠️ Important: Do not return items to the address printed on your shipping label. That is a courier facility, not our warehouse. Packages sent there cannot be retrieved or refunded. Always wait for our return instructions before shipping anything back.

⚠️ Important: Do not hand your return package back to the courier at the point of delivery without contacting us first. Packages returned this way do not reach us and cannot be refunded.

Return Shipping Costs

Return shipping costs are the responsibility of the customer. As our warehouse is located outside the US, customers are responsible for all return postage, including any applicable customs or import fees.

Refunds

Once we receive and inspect your returned item, we will notify you of the outcome within a reasonable timeframe.

If approved:

Your refund will be issued to your original payment method
Please allow several business days for your bank or card provider to process the refund

Refunds will not be issued for:

Items with opened or damaged hygiene seals
Returns received outside the 30-day window
Items that are used, damaged, or missing packaging
Packages returned without prior contact with our support team

Exchanges

We are happy to offer a free exchange for a different size, provided the sealed packaging remains completely intact and unopened.

To request an exchange, contact us at support@secret-velvet.com with your order number and the size you need.

Why This Policy?

We maintain strict hygiene standards to guarantee the safety and quality of every product. Returned intimate apparel cannot be resold — even if it appears unworn. This ensures every customer receives a brand-new, hygienic product.