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Delivery & Returns

SELECTIVE SECRETS RETURNS POLICY

 

Contract Cancellation under the Distance Selling Regulations

 

Please note that you are entitled to cancel this contract if you so wish provided that you exercise your right and notify us no longer than 7 working days after the day on which you receive the Products.

If you wish to exercise your right to cancel this contract after your order has already been dispatched, we will refund the original purchase price and delivery charge, provided that you have notified us in writing no longer than 7 working days after the day on which you receive the Products, and that you have taken reasonable care of the Products, not used them and they are returned to us in their original unopened and undamaged packaging and with no lingering odours e.g. perfume, cigarette smoke etc . Please follow the procedure set out in our Returns Procedure.

Please note that your right to return Products does NOT apply to Products which fall into the following categories unless they are faulty or not as described:

Sex Toys, Condoms, Lubricants,  Massage oils,  Hosiery or elasticised items that distort when used or worn.

Delivery Charge

We currently only deliver to the UK 

UK Standard delivery           £4.50 but FREE for orders over £100.00

 

Discrete Packaging 

We understand that privacy is important to Selective Secrets customers. To ensure your privacy, we use the up most discretion in packaging your order for shipment. Products are mailed within plain brown outer box or a plain postal bag depending upon the size and nature of your order.

 

 Returns 

Returns are free of charge within the United Kingdom and you have a choice of using the Royal Mail or the Collect + service. 

If you are unsatisfied with your purchase you are welcome to return any items ordered (with the exception of the items listed below) within 14 days beginning with the day after your order is delivered.  To obtain a refund items must be returned unused, in perfect condition and in the original packaging. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for packages damaged during transit back to us. It is your responsibility to wrap items adequately to prevent damage.  All items will be inspected on return.

For reasons of hygiene, we regret that we are not able to exchange or offer you a refund if you decide you no longer want items which by their nature cannot be returned once they have been dispatched, including:

Hosiery or other items of nylon clothing that become distorted when worn or tried on, lubes and personal items such as vibrators etc.

Lingerie and other clothing items not covered by the above must be returned with all the original labels still attached and in original packaging and unused. When trying on items please ensure they are tried on over your own underwear.  We are unable to accept a return for hygiene reasons if it is apparent that this has not been done, or if the item appears worn or has clinging smells such as cigarette smoke, perfume etc.  Please check the detail on the Returns policy in the FAQs below for more detail.

This does not, however, affect your statutory rights in relation to such items if they are faulty or damaged when you receive them (see below) or if they are items that you have been sent in error. If you have any questions please contact our Customer Services Team at admin@selectivesecrets.co.uk or 08445 610710

UK Returns via Collect+ or Royal Mail

 If you wish to return an item or order you may do so either using Collect+ or Royal Mail as below:-

Collect+

By using Collect+ you can return your parcel to your local Collect+ drop point in the UK or Northern Ireland. 

There are Collect+ drop points in over 4500 stores across the UK, most of which are open until late, 7 days a week, so you can return your items at a time and a place that suits you. When it's dropped off at any of the Collect+ locations a receipt will be issued as proof-of-postage and a tracking code to follow it online. 

Should you wish to use this service please either email us at admin@selectivesecrets.co.uk or call us on 08445 610710 and we will issue you a free returns label for you to attach to your parcel. Please enclose your completed Delivery Receipt, and pack your return securely

Find your nearest Collect+ store by texting COLLECT and your postcode to 84555* or by visiting www.collectplus.co.uk.

*Texts are charged at your standard network rate. Full terms and conditions at www.collectplus.co.uk/smsterms.

Royal Mail

Please send an email within 7 days or receipt to  admin@selectivesecrets.co.uk  stating what you want to return and why so that we know to expect your items.  We will email you back with a Freepost address for you to be able to return the goods to.

When returning please enclose your completed Delivery Receipt, and pack your return securely. Affix a label to the parcel, ensuring that any previous label is covered or removed.

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference until you have received your refund. The Post Office will stamp this and supply a tracking reference number to prove the item(s) have been returned. Without this we cannot process a refund if we do not receive the returned item(s).

If the goods are returned in accordance with our Returns Policy then refunds will be issued to the credit or debit card originally used to make payment. Please allow up to 10 working days from us receiving back the items for the refund to reach your account. Please note that we are unable to arrange exchanges via the courier service.

PayPal orders paid for via PayPal will be refunded to your PayPal account: Returns Policy.


FREQUENTLY ASKED QUESTIONS AND ANSWERS

What if my delivery is late?

On the rare occasion your item is on back order, it may be dispatched at a later date, there will be no further delivery costs incurred. If you have allowed for the timescales above and still not received your order please Contact Customer Services with your order number and query. You will not be charged for an item until it is dispatched.

Can I get next day delivery?

We hope to introduce this service shortly. Please contact our customer services if the item is required urgently or by a specific date and we will try and assist.

Deliveries will only be made Mon - Fri between 8.00am and 6.00pm

On rare occasions, some items may be delivered outside the published timed windows.

I have received a damaged Parcel

If your goods have been damaged in transit, please Contact Us.

If the items you ordered are damaged or faulty upon receipt, provided you inform our Customer Service team within 7 days of receiving the items (supplying them with the order reference details shown on the delivery documentation together with details of the damage or fault) we will send replacements or offer you a refund. Goods must be returned to us within 28 days of notification of return.

We ask that you return the damaged or faulty items to us, using registered post - we will reimburse the reasonable costs you incur in doing so if you are in the UK (we ask that you send us copies of the supporting receipts). Refunds will be credited to the payment method used to make the original purchase.

Can I change my delivery Address?

Unfortunately if your order has already been confirmed we will be unable to amend any details.

Can I upgrade the delivery?

Unfortunately once the order is confirmed we are unable to amend the delivery option

 Does my delivery have to be signed for?

 Standard delivery does not need to be signed for.

Do I need to pay if 2 orders are going to the same address?

Delivery is charged per order, so you will have to pay delivery on each order.

International Delivery

We hope to offer this service shortly but in the meantime we currently only deliver to the UK.

Do you deliver to BFPO addresses?

Most orders can be delivered to BFPO addresses. When we ship to BFPO addresses, it is the responsibility of the British Forces to ensure that the parcel is delivered to the correct location.

How much is delivery to BFPO addresses?

Standard UK delivery charge of £3.99, FREE on orders over £100

How do I enter my BFPO addresses?

Please enter your BFPO address as UK, rather than the country where you are posted.

My order is missing, incomplete or incorrect.

If your order is missing or hasn't arrived within the specified delivery time contact us.

There is an incorrect item in my parcel.

If you have received an incorrect item please email our Customer care team immediately at admin@selectivesecrets.co.uk  or call us on 08445 610710

What is your Returns Policy?

You must notify us within 7 days of receiving your order by email or telephone that you want to return exchange or cancel your order so we are ready when it arrives.

If you are unsatisfied with your purchase you are welcome to return any items ordered (with the exception of the items listed below) within 28 days from receipt.  To obtain a refund items must be returned unused, in perfect condition and in the original packaging. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them.  All goods will be inspected on return and a refund or exchange will be refused and the item returned to you if it is apparent, or it appears that the policy has not been complied with.


We do not accept liability for packages damaged during transit back to us. It is your responsibility to wrap items adequately to prevent damage

For reasons of hygiene, we regret that we are not able to exchange or offer you a refund if you decide you no longer want items which by their nature cannot be returned once they have been dispatched, including:

Hosiery or other items of nylon clothing that become distorted when worn, lubes and personal items such as vibrators etc.

items not covered by the above must be returned with all the original labels still attached and in original packaging and unused.  When trying on Knickers, briefs,thongs or other such items of lingerie please ensure they are tried on over your own underwear.   We are unable to accept returns if it is apparent that this has not been done, or if the item appears worn or has lingering odours such as, but not limited to, perfume, cigarette smoke etc.  In this event we will refuse a refund and return the item to you.

The following items are non-returnable unless in their original packaging and unused:

Sex Toys, condoms,  Lubricants, Massage oils, Hosiery.

It's very important that when you return an item, you include the invoice that was sent with your order. On the invoice is a form that you will need to fill in specifying the items you want to return or exchange. Without these details we won't be able to take the action you want us to. Any refund will be issued to the card used to make the original purchase. Please allow up to 10 working days for the funds to show in your account. In the unlikely event that we are unable to provide a replacement we will automatically refund you and let you know via email.

I have lost my returns note

If you have lost your returns note please email our Customer Care Team at admin@selectivesecrets.co.uk or call on 08445 610710

Contact us 

I have been refunded the incorrect amount

We apologise if we have made a mistake on your refund, please Contact us and we will correct it as soon as possible.

I have been refunded when I requested an exchange.

In the unlikely event that we are unable to provide a replacement we will automatically refund you and let you know via email.

How do I cancel my order?

If you wish to cancel your order please notify our Customer Services Team via email at admin@selectivesecrets.co.uk or by phone 08445 610710 within 7 days of the receipt of your goods stating why you would like to return an item so we are ready when it arrives

Please return your unwanted goods so they are with us within 28 days of receipt. Just fill in your returns note enclosed in the parcel. If you have lost your returns note please contact us. Please note that returns can take up to 7 working days to get back to us.

 It is very important that when you return an item we know the order number it relates to, your details and whether you want a refund or an exchange. Without these details we won't be able to take the action you want us to.

You can return the parcel by standard Royal Mail delivery using the Freepost address or the Collect + label we will provide you with this will take up to 7 working days to reach us.Please obtain a certificate of posting if using Royal Mail. 

How do I return a faulty product?

We are sorry your product has proved faulty and would like to resolve the problem quickly for you.

If you are returning a faulty product bought online, contact us and we will supply the details to return the items free of charge.   Please indicate the reason for return on the returns form provided or enclose a covering letter.

How long will it take to get a refund?

It can take up to 7 days for us to receive your return via standard Royal Mail delivery, however once we receive your items we will process the return and dispatch any exchanges as quickly as we can to ensure you receive what you want as quickly as possible. Any refund will be issued to the card used to make the original purchase. Please allow up to a further 10 working days for the funds to show in your account.

What are my cancellation rights?

You have the unconditional right to cancel internet orders if requested in writing within 7 days of receipt for a full refund (including initial delivery costs. 

The following product types must be in original packaging unused and unopened:

 Sex Toys, Condoms,  Lubricants, Massage oils,  Hosiery

Am I entitled to post refund if I cancel my order?

We will only refund the delivery charges if you are cancelling the whole order, so please mention this when contacting us. Delivery charges are non-refundable if you are returning part of an order.

What if I miss the 7 day cooling-off period?

If you notify us of your cancellation after the 7 day statutory cooling-off period, goods returned can only be exchanged for replacement goods or gift vouchers.

 Can I change my delivery address after my order has been placed?

Unfortunately if your order has already been confirmed we will be unable to amend any details. 

Can I change my address?

We are unable to change your billing address once the order is confirmed. Your card must be registered at your billing address.