Delivery and Returns

At Secret Outlet we strive to ensure you are entirely satisfied with your purchase. However, we understand that there may be instances where you may want to return an item for a different size or color. Please note that we do not offer direct exchanges.

Should you wish to exchange an item for a different size or color, you will need to initiate a return for the original item and place a new order for the desired item.

We appreciate your understanding and cooperation. Should you have any questions regarding our return and exchange policy, feel free to reach out to our customer service team.

You will find the return procedure inside your dashboard in your order detail.

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For the 2024 holiday season, returnable items purchased between November 22 and December 31 can be returned until January 15, 2025

You may return to our warehouse goods with which you are not satisfied within a period of 14 days (the 14-day period starts on the day in which you receive your order). Please, be aware that the customer is in charge of the shipping costs in case of a return of the furniture collection’s items.

Please follow the steps below in order to successfully complete the return procedure:

Guest:

1. Go to customer care section
2. Click on REQUEST A RETURN
3. Add the required information (order ID, billing last name, e-mail address) and click on “CONTINUE”
4. You will get to a page with all the information related to your order
5. There you will have the possibility to click on a “RETURN” button and to fill in and send a return form.

Registered user:

1. Login with your credentials
2. Go to  “MY ORDERS” section to find all your orders.
3. For each order you will have the possibility to click a “RETURN” button that will open the return form to fill in and send
4. In the “RETURN” section you will also find all your open/closed returns

 

Registered user:

1. Login with your credentials
2. Go to  “MY ORDERS” section to find all your orders.
3. For each order you will have the possibility to click a “RETURN” button that will open the return form to fill in and send
4. In the “RETURN” section you will also find all your open/closed returns

 

HOW TO REGISTER YOUR RETURN?

1. Use this link and go to the return form and click REQUEST A RETURN
2. Enter your order ID and Email address and select “Process return”. Now you will be redirected to the site with all information related to your order.
3. Choose the product on the list that you would like to return.
4. Choose the reason for your return.
5. Choose if you would like to register return of the goods.
   
   Return of goods – If you decide to return your product, please select in which way we should refund the money: via bank transfer or with a store credit* in the amount and currency which were listed as price of the product on the website you purchased from.
   
   *vaild for one year voucher which you can use for a next purchase in our online store
6. You will immediately receive a return confirmation via E-Mail and then the return label within 48 hours. Please print it and attach it to the parcel. Then, bring the package to the nearest UPS/DHL center.
7. As soon as the parcel with the return reaches our warehouse and it is processed, we will refund the amount to your account within 10 to 30 days.

For the 2024 holiday season, returnable items purchased between November 22 and December 31 can be returned until January 15, 2025

The return is free of charge, which means that we are going to pay for the pick-up/sending back of your items.

Cream della Cream Switzerland GmbH is not obliged to take the goods back should they have been used, worn, washed or damaged. Please pack the goods the way you received them and be aware that we will not accept items without their tags attached.

Please be aware that the return of shoes will not be accepted should they show signs of wear or not be returned in the original designer box. We advise you therefore only to try out shoes on a carpet.

Returns of underwear are accepted, provided that the tags are attached on the items. Please try them on over your own underwear.

Delivery of damaged/wrong goods

Please contact our service department immediately in case you receive wrong/damaged goods. These goods are going to be accepted as a return and exchanged/refunded. Please follow the usual return procedure when sending these goods back. You will have the possibility to choose the reason why you are sending them back directly in the return-form.

Customized Items

Withdrawals, cancellations, exchanges or returns are not accepted for orders of customised products.

Return Policy During Delivery

To ensure product integrity, goods cannot be tried on or returned at the time of delivery. Returns or exchanges must be processed after delivery through the official return process.

Please note that we have up to 30 days of time to complete the refund payment, starting from the day in which we receive your return at our warehouse. 

Of course we do our best to refund your money as soon as possible within the 30 days, in fact:

-refund payments to credit cards/PayPal accounts normally take up to 5 days from the moment in which we receive the return at our warehouse.

-refund payments to bank accounts normally take up to 10 days from the moment in which we receive the return at our warehouse.

Please be aware that the shipping costs you paid for the delivery of your order are NOT going to be refunded.