Faq
Welcome to our FAQs! We're here to help, so we've collected together some of the questions we're most commonly asked and provided the answers on this page. If you're looking for information about our service, you'll hopefully find it below.
ORDERS
· Can I add or remove items from my order once confirmed?
· How do I return or exchange an item?
· My order has not arrived yet
· My order is incorrect or faulty
PAYMENT
· How secure is my transaction?
· What payment methods can I use online?
· Will it show up on my bank statement?
· What currency can I use on the website?
· Why has my payment been declined?
· Will I be charged customs and import charges
· How do I apply a promotional code?
DELIVERY
· My order has not arrived yet
· Can I upgrade my parcel from Standard to Express delivery?
· Does my order need to be signed for?
· What happens if I’m not in when my order arrives?
MY ACCOUNT
· Do I need to register to shop online?
RETURNS
· How do I return or exchange an item?
· I’ve lost my invoice with return details
· I’ve been refunded for my items but not the delivery charge
· I have been refunded an incorrect amount
· How do I return a faulty product?
ORDERS
Can I add or remove items from my order once confirmed?
Unfortunately as our orders are dispatched very quickly, once the order has been confirmed we are unable to amend any order details. However, we’ll be happy to exchange your items, just follow our easy Returns procedure below
How do I cancel my order?
· The UK Distance Selling Regulations advise that you have 7 days to cancel your order contract with us and we will issue a full refund. The 7 working days starts from the day after you receive your order. We will need written confirmation that you wish to cancel your order, which can be done via our Contact Us form, or by post:
o Secret Sinners
77 Rosefield Road,
Smethwick,
West Midlands,
B67 6DX
If you have already received your order, you will need to return all items in the order in their original condition and packaging.
How do I return or exchange an item?
· You can return products to us via post within 14 days for a full refund or to exchange for a different size or colour. Please note that all items returned must be in their original unopened packaging with all labels and tags still attached. Due to hygiene and security reasons, certain items can’t be returned unless faulty, unfit for purpose, not as described or of an unsatisfactory quality. All goods will be inspected on return. The following items are non returnable unless in their original packaging and unused
o Sex Toys
o Condoms
o Lubricants
o Massage oils
o Goods that by reason of their nature can’t be returned - (Items such as underwear, where the ’hygiene patch’ has been removed, or cosmetics where the seal has been broken).
It’s very important that when you return an item, you include the invoice that was sent with your order. On the reverse side of the invoice please detail the reason and items for return Without these details unfortunately we won’t be able to process your request
Any refund will be issued to the card used to make the original purchase. Please allow 5 -10 working days for the funds to show in your account. In the unlikely event that we are unable to provide a replacement, of course we will automatically refund you and let you know via email. You can return the parcel by standard Royal Mail delivery.
Our return address is:
o Secret Sinners
77 Rosefield Road,
Smethwick,
West Midlands,
B67 6DX
My order has not arrived yet
· If your parcel has not arrived within the timescales above, we ask that you allow a few extra days in case there are any local postal delays. If you have still not received your order after allowing a few extra days please Contact Us. To help us process this as quickly as possible, please make sure you have your order number on you when you call.
My order is incorrect or faulty
· We are sorry if your product has proved faulty and would like to resolve the problem quickly for you.
If you are returning a faulty product bought online, you can post it back to us to the address provided on your invoice. Please indicate the reason for return on the returns form provided.
If you have received an incorrect item, please follow our Returns instructions, entering the appropriate reason code on your returns note and state the replacement item you would like
PAYMENT
How secure is my transaction?
· Shopping at Secret Sinners is safe and secure. We use internationally recognised technical systems to make sure the details you give us when ordering are protected. We’re committed to respecting your privacy and we promise never to release your personal details to any outside company for mailing or marketing purposes.
When you place an online order at Secret Sinners, we may ask for certain personal information such as your name, email address, delivery and payment details, and all of this information is held on secure servers. Secret Sinners complies fully with Data Protection and consumer legislation, and will treat all your personal information as fully confidential.
To provide a more efficient service, all our credit card transactions are processed through a third party of good repute; they only receive the information required to verify your payment and are under strict obligation to keep personal information confidential.
We do not store credit card details nor do we share customer details with any 3rd parties.
What payment methods can I use online?
· We offer various ways for you to pay for your order, including: MasterCard, Visa, Visa Delta, Maestro, American Express and PayPal. Please note we do not accept Visa Electron or Laser cards.
Will it show up on my bank statement?
· We understand that privacy is important to our customers, so your transaction will show as SS LTD on your bank statement
What currency can I use on the website?
· We always bill our customers in UK Sterling, however this may be shown on your statement in your local currency. Your bank can advise you on this.
Why has my payment been declined?
· Your payment might be declined for a number of reasons. Please Contact Usor your card provider to give you more details.
Will I be charged customs and import charges
· Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel (this also applies to retail & wholesale customers).
Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.
It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting
How do I apply a promotional code?
· If you acquire an Secret Sinners promotional code, it’s valid for use online only at secretsinners.co.uk. Enter your promotional code by navigating to your shopping bag at the top right of the website. When you’re in your basket, enter the code and click ‘Apply Code’. The discount will then automatically be deducted.
Orders must be placed before 23:59 on the expiry date of the offer. Only one promotional code can be used per order, if you have more than one promotional code you may need to place separate orders.
DELIVERY
Delivery charges are listed on our Delivery & Returns page
DELIVERY OPTIONS
UK Standard Delivery £2.50 (Free when you spend £35)
Our standard delivery service is sent via Royal Mail and will be delivered between 8.30am-8pm Monday - Friday. We will aim to get your order to you within 4 working days, but don't be surprised if it turns up earlier than this, we will get it to you as quickly as we can!
UK First Class Delivery £3.50
Our First Class delivery service is sent via Royal Mail and will be delivered between 8.30am-8pm Monday - Friday. We will aim to get your order to you within 2 working days.
UK Tracked Express Delivery £7.95
If you choose our express delivery service, orders will be delivered between 8am-6pm Monday-Friday by our courier UK Mail
Orders placed Monday to Thursday before 2pm will be delivered the next day
Orders placed after 2pm on Thursday and before 2pm Friday will be delivered on Monday
Orders placed after 2pm on Friday and before 2pm Monday will be delivered on Tuesday
Please note we do not deliver on a Bank Holidays and your order will be delivered the following working day.
International Delivery £7.95
Our international delivery option can take up to 7 working days within Europe and 10 working days elsewhere in the world
Please Note: Working days do not include Saturday, Sunday, or Bank Holidays.
My order has not arrived yet
· If your parcel has not arrived within the timescales above, we ask that you allow a few extra days in case there are any local postal delays. If you have still not received your order after allowing a few extra days please Contact Us. To help us process this as quickly as possible, please make sure you have your order number on you when you call.
Is the packaging discreet?
· We understand that privacy is important to our customers. To ensure your privacy we use the utmost discretion in packaging your order for shipment. Products are mailed in a bubble-wrap envelope or a plain box (depending on the nature and/or size of your order).
Can I upgrade my parcel from Standard to Express delivery?
· Unfortunately once the order is confirmed we are unable to amend the delivery option.
Does my order need to be signed for?
· Standard delivery orders above £9.99 need to be signed for and all next day delivery orders will require a signature
What happens if I’m not in when my order arrives?
· If you’re not in when your order is delivered, and it’s too big to put through your letterbox or needs to be signed for, the delivery provider will put a card through your letterbox with instructions on how to collect your parcel or arrange for it to be redelivered.
MY ACCOUNT
Do I need to register to shop online?
· No, you don’t need to register to order online. After you’ve completed your order, you’ll again be asked whether or not you’d like to create an account, and you can choose not to if you wish.
However, we would recommend creating an account so that you can easily checkout by just entering your email address and password and if you sign up to our newsletteryou will receive discount codes when a promotion is on.
RETURNS
How do I return or exchange an item?
You may return your order providing details of your customer ID name and address to 77 Rosefield Road, Smethwick, West Midlands, B67 6DX. We hope you understand that there are a few exceptions around returning used consumable products (like lubes, etc). Please check the detail on the Returns policy in the FAQs below for more detail.
It’s very important that when you return an item, you include the invoice that was sent with your order. On the reverse side of the invoice please 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 5 -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. You can return the parcel by standard Royal Mail delivery using the freepost label provided; this will take up to 7 working days to reach us.
I’ve lost invoice with returns details
· If you have lost your returns note please include a note within your parcel of your full name, address, date of order, and item ordered. Please also specify the details of the item(s) you wish to return and the reason.
I’ve been refunded for my items but not the delivery charge
· We Can only refund the delivery charges if you are returning the whole order
I have been refunded an 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.
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, you can post it back to us to the address below
Secret Sinners
77 Rosefield Road,
Smethwick,
West Midlands,
B67 6DX
Please indicate the reason for return on the returns form provided or enclose a covering letter.
