Order FAQ's

 

Can I remove/add the item to 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 @ Returns & Refund

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 start 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:

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/faulty.

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

Do I have to sign up to place an order?

It's not compulsory, however, this is made with your own convenience in mind. By creating (or using) an account during the purchasing process you will have 3 things made so much easier for yourself:

  • - keeping track of your order's delivery status
  • - changing or cancelling the order
  • - using your previous purchase history to become eligible for a Loyal Customer's discount
 

Delivery FAQ's

 

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 delivery from standard to express?

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

Does my order parcel 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 am not in when the 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.

 

Payment FAQ's

 

How secure is my transaction @ Secret Sinners?

·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.

Which payment methods are available @Secret Sinners?

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.

What business name will it show on the bank statement for the transaction?

We understand that privacy is important to our customers, so your transaction will show as SS LTD on your bank statement.

Why has my payment been a declined?

Your payment might be declined for a number of reasons. Please your card provider to give you more details. One of the most common error could be the billing address don't match up with your bank card registered address

Will I be charged custom & 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).

How do I apply promotional codes?

 If you acquire a 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.

Return FAQ's

 

How do I returns 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.

What if I lost my invoice with the return details?

If you have lost your returns note please include a note within the 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 have been refunded for my order 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 faulty products?

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

Our customer support department is ready to come to your aid in a 24/7 manner, be your request in a form on email ticket or a phone call... We have a team of professional managers who will consult you regarding any technical, in-stock or billing question you might have. Also, should there be any problems with the delivery or if you would want to file a return, we will help you as well!

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