Refund policy

Refund and Returns Policy

HOW LONG IS YOUR RETURNS PERIOD?

Last updated: October 2024

All eligible returns must be sent in their original packaging to the following address:

My Secret Boutique

54 Chew Valley Road

Greenfield, Saddleworth

OL3 7DA

Please quote your order number and reason for a return in the package. 

See the information below to check what qualifies as eligible for a return.

If you have any questions, please contact a member of the team at:

getintouch@my-secret-boutique.co.uk

WHAT ITEMS CAN I RETURN?

We get it - sometimes something just doesn't work for you, and you want to return them. 

As long as item(s) are still in their original sale able condition, you can return within 14 days from day of purchase. 

If an item arrives damaged or faulty, we will reimburse you for the postage costs. Please keep the postage receipt for proof of costs.

WHEN WILL I GET MY REFUND?

This can depend on how long it takes your chosen returns courier to get the items back to us before being processed by us at our Boutique shop. 

USEFUL INFORMATION

  • We only offer refunds onto the original payment method used to make the order.

  • Refunds can take up to 7 days to be processed from the date we receive your order back to our warehouse. Please note it can take up to an additional 5 days for your refund to appear in your account once processed.

CAN I COMBINE MULTIPLE ITEMS INTO ONE RETURN?

Yes you can return items from separate orders together, as long as they are packaged well and protected from each other during transit.

Please retain any proof of return postage receipts as we may need to view these as part of your return. 

DO YOU OFFER EXCHANGES?

We can offer exchanges in store, along with proof of purchase, within a 14 day time limit.

RETAIL RETURNS POLICY

Returns are accepted under our usual returns policy, however we'll need you to get in touch with us and provide your order number so we can verify your purchase.

I'M MISSING SOME ITEMS FROM MY ORDER

We’re sorry if something's missing from your order, but don't worry, it could be because we've only shipped part of your order, and the rest of your order will arrive a few days later.

CHECK IF YOUR ORDER WILL ARRIVE IN SEPARATE SHIPMENTS

You can check if your order will arrive in separate packages via your shipping confirmation email.

This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email containing further information, and the remaining item(s) will arrive shortly afterwards.

CHECKED YOUR ORDER IS CORRECT BUT STILL MISSING AN ITEM?

We're sorry about that!

The item(s) missing may have been out of stock. If we're unable to fulfil item(s) in your order, we'll have sent you an email about this - It’s worth checking your junk/spam folder too! If you've checked the above and your order isn't arriving in separate packages, and we haven't let you know some of your order is out of stock, please let us know so we can look into this for you.

I'VE RECEIVED A DIFFERENT ITEM TO WHAT I ORDERED

In the unlikely event you've receive a wrong item or the wrong order, or your order is damaged in any way, please contact us with the following information and we will address the issue as quickly as possible.

  • Your order number

  • The description of the item you didn't receive

  • A photo and the name of the item you have incorrectly received (if the wrong item)

FYI; All claims for orders arriving damaged, or with missing or incorrect items must be made within 7 days of the delivery date.

RECEIVED A FAULTY ITEM?

We're sorry if you've received a faulty item! 

Please send our Customer Support Team:

  • Your name and email address

  • Order number (e.g #UK123456)

  • Item name/description (if known)

  • Photos that show:

  1. The fault as clearly as possible

  2. Full-length photo of the item

  3. The label on the item 

All claims for orders received damaged or incorrect must be made within 7 days of the delivery date.