Shipping and Returns/Refund Policy
At Secret Self we do our absolute best to ensure that our product descriptions are as in depth as possible so that you will not encounter any unexpected surprises when you receive our products like reading “round and yellow” thinking you are getting a pillow and end up with...a lemon! We want our customers to know exactly what they are ordering.
Shipping cost calculator
Secret Self ship via Australia Post. Shipping cost is calculated based on the size of your order. Your shipping cost will be calculated on the checkout page once all items are in your shopping cart.
All prices on the website are in Australian dollars and are inclusive of GST where applicable. Prices are subject to change without notice.
Secret Self is not responsible for Australia Post delivering to the incorrect address. We do not accept any liability for incorrect addresses, however will always try to accommodate amends where we can. To avoid disappointment, please make sure you check your delivery address carefully.
We make every effort to ship all orders next business day.
Your tracking number will be sent as soon as order is shipped.
Your item may usually take 1- 4weeks (up to 4-5 weeks at most depending on your international location) to arrive.
If we experience higher order volume, there may be delays in shipment. Orders are shipped on business days only (business days are Monday to Friday, excluding Victorian public holidays).
Secret Self is not responsible for shipping delays. Please contact Australia Post for delivery information.
Secret Self is not responsible for lost or stolen packages after confirmed delivery is confirmed.
Secret Self is not responsible for reshipping product when incorrect shipping information is provided. Contact customer service to pay for new order and shipping.
For Customer Service questions regarding your order or in store experience email us at: email@example.com.
For all other questions or inquiries, email us at: firstname.lastname@example.org
Returns and exchanges
Please choose carefully. We do not normally give refunds if you simply change your mind, make a wrong selection or receive an unwanted gift. We are unable to resell your returned products in order to ensure product integrity. You may choose to receive a refund, exchange or credit where the product is faulty, wrongly described, different from a sample shown to you or does not do what it is supposed to do.
IMPORTANT: Please check that all items received are what you have ordered. If you have received an incorrect item DO NOT OPEN IT. We will not accept any returns or provide refunds of items that have been opened, tampered with, or not in their original condition. If you receive a damaged item please contact us within 4 days of delivery and do not throw it away as we will require proof that the item has been damaged (for example: images e-mailed to us of the damaged item.
All returns and exchanges require proof of purchase (e.g. a receipt or credit card statement) and any refunds processed will be performed using the original method of payment.
Shipping charges are non-refundable with the exception of damaged or defective merchandise.
We love our customers and making things easy for them so hope you will make things easy for us!
So your return will be accepted only for the following reasons:
- Item received is different from what was ordered.
If you receive a different item than what you ordered or if an item you ordered is missing or damaged, please contact us immediately for replacement.
- Your item is damaged upon receipt.
Damaged, missing, or incorrect items reported after 7 days from the delivery date will NOT be eligible for a refund or replacement.
CHANGE OF MIND
If you change your mind and wish to exchange or refund your goods, we will accept returns provided that: the return is made within 7 days from the date of purchase and the goods have not been used; the goods are returned in their original packaging.
DAMAGED OR FAULTY GOODS
Damaged in transit
All care is taken when packing your order to ensure your items are safe when leaving our warehouse. Once your package has left our warehouse, Secret Self is not responsible for damages incurred. Please contact Australia Post for more information.
We will accept returns for all faulty goods. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage.
You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
HOW TO RETURN AN ELIGIBLE ITEM
We will only accept returns for eligible items by mail.
Contact us regarding your eligible item via email or live chat to request a return and the address for returns.
- You, the customer, will be responsible for shipping and packaging costs related to returning or exchanging an item. We will not accept returns, Cash on Delivery (COD), or prepay for return shipping.
- When you return an item, we encourage you to choose a service that will provide you with tracking and that will allow you to insure your shipment. Tracking ensures that you know when your return has arrived at our warehouse and if it gets damaged in shipping, you may be able to recoup the cost of the product from the carrier. We are not responsible for lost, damaged or misdirected returns.
- Once we receive your item and verify its condition, we will email you to confirm receipt and will issue you a refund to your original method of payment. We will only refund the purchase price of the item. Shipping, handling, processing and customs fees are nonrefundable.