Returns & refunds

What you can return

• Unworn, unwashed pieces with all tags attached and in their original packaging.
• Faulty or damaged items, at any time within 14 days of delivery, at our cost.
• Wellness and intimate items returned only if the seal is unbroken, for everyone's safety.

What cannot come back

• Worn or washed lingerie and hosiery, for hygiene.
• Wellness items with a broken seal.
• Anything marked final sale at the time of purchase.

How to start a return

1. 1 · Email hello@oursecret.co.za with your order number and the piece you want to return.
2. 2 · We reply within one working day with a pre-paid label and the returns address.
3. 3 · Pack the piece in plain packaging — no need to reuse the original box if you would rather not.
4. 4 · Drop it off; we confirm the moment it arrives.

Refunds

• Once we receive and check the piece, your refund goes back to your original payment method within 5 working days.
• Faulty items are refunded in full, including delivery. Change-of-mind returns refund the item price; outward delivery is not refunded.
• The refund shows under a neutral billing name, just like the original charge.

Exchanges

For a different size or colour, the simplest path is a return for a refund, then a fresh order. If the piece you want is in stock, write to us first and we will hold it until your return arrives.

A quiet note

Every return is handled in private. No one outside the studio sees what you bought or what you send back. If anything in your parcel is wrong or damaged on arrival, tell us within 7 days and we will put it right without fuss.