FAQ

To re-set your password, follow the Forgot your password instructions in My Account.

We accept the following payment methods:

• Credit card
• Paypal
• Cash on delivery (only available in some countries)
• Klarna invoice (only available in some countries)
• Sofort banking (only available in some countries)
• Ideal (only available in some countries)
• Bank transfer (please contact our Client Service via email for further information)

For more precise information, please check the dedicated section of the customer care: Payments.

Delivery takes normally up to 5 working days within EU and up to 10 days outside EU.

Shipping costs differ according to the country (please check the dedicated section: Shipping).

Taxes and duties are calculated according to your shipping destination.
You will have to pay for them on top of the price displayed in the online shop, which means you will receive a separate invoice for them.

Before your purchases have been prepared for shipment we can cancel your order, change an item, change the size or edit your billing and shipping details.
Please be aware that we are unable to combine orders or add pieces to an existing order once it has been placed.

If you need to make any changes, please call our customer service on 0041 71.414.5727 for assistance.

Once the parcel with your order leaves our warehouse you will receive an automatic email with the tracking number to follow its journey.
In case you are a registered customer, you will have the possibility to track your parcel accessing your account in the section My Orders.

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

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 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

 

How to register your return:

1. Fill in your pick-up address (please be aware that the pick-up address must be in the same country as the delivery address of your order).

2. Chose the kind of return shipment.

European countries (we offer you two alternatives):

- UPS pick-up: a UPS driver will do a first attempt to pick up the parcel at your place the day after your return has been processed. Please make sure someone is at your place. In case nobody is at your place during the first attempt, UPS will try again to pick up the parcel the next day, up to a maximum of three attempts. After that, if you still want to return the goods, we will have to organize a new pick up. If you choose this type of return, you won´t need any kind of label, all the info regarding your return will be directly communicated to UPS by us and we will also take care of the organization of the pick-up. Please just pack the goods the way you received them and wait for the UPS driver to come.

- Return label (UPS drop-off): you will receive a return label via E-Mail. Please print it and attach it to the parcel. Then, bring the parcel to the nearest UPS center.

Outside Europe:

-  Return label (UPS drop-off): you will receive a return label via E-Mail. Please print it and attach it to the parcel. Then, bring the parcel to the nearest UPS center.

3. Chose the items you would like to return by adding the hook in front of the article

4. Chose the reason for your return

5. Chose if you would like to register a refund, an exchange or a voucher code (store credit)

6. Add a comment for more details description. (If you want an exchange, please write down in this space for which color/size you would like to exchange your item).

7. You will immediately receive a return number (RAN) by E-Mail.

When you ask for an exchange, in case the desired item is available we will reserve it for you, otherwise we will inform you via E-Mail and proceed with the refund of your money. Please be aware that only after the parcel with the return gets to our warehouse and it is checked your money will be refunded to you or, in case you chose an exchange, the exchanged item will be sent out to you.

Your refund will be issued according to the payment method you chose to place the order. In case of COD orders, the amount will be refunded to your bank account.
Shipping costs are not refunded, unless your items are faulty/wrongly delivered. All sales taxes are included in your refund if your order has been sent to a destination within the EU.
Outside the EU, customs duties and sales taxes are non-refundable. You may be able to recover these costs by contacting your local customs bureau directly.
For refund timing please check the dedicated section: Refund timing.

In case you return something, you will have the possibility to choose among refund, exchange and voucher.

Adding a product to the waiting list means that in case the product becomes available again, you will be immediately informed per E-Mail.

In case you want to unsubscribe, click on the link unsubscribe from newsletter at the bottom of your newsletter email.

You will find a link to a size conversion chart on every product page, to help you convert international sizes.

If you need more help, our customer service team can answer all your questions regarding the items fit: please send an email to support@secretoutlet.com to contact us.

In case the size which you ordered should not fit, you can easily return your items within 14 days.

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