Home Customer Care FAQ

FAQ

1. Do I need to set up an account to place an order?
You can complete the order either as a registered customer or without registration. If you are a new customer and you want to register, you can click on the Register button to fill in your personal information.
Your address will be inserted directly through registration in the order form.
2. Is my personal information kept private?
Your personal information is kept private and confidential, and will never be shared with a third party.
For more precise information, please check the dedicated section Privacy Policy.
3. I've forgotten my password - What should I do?
To re-set your password, follow the Forgot your password instructions in My Account.
4. Which payment methods does SecretOutlet.com accept?
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.
5. How long does delivery take and how much will it cost?
Delivery is carried out within the following terms
Moscow and MO: from 1 to 3 working days
Other cities of Russia: from 2 to 10 working days.
The above delivery times are valid if the goods are located in the warehouse in Moscow. In case the ordered item is located in a European warehouse, the delivery time will take from 7 to 14 working days.

Shipping costs differ according to the country (please check the dedicated section: Shipping).
6. How much duties and taxes will I have to pay?
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.
7. Can I change or cancel my order once it has been placed?
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
+7 4952521011
8. How can I track my order?
Once the shipment with your order leaves our Russian warehouse, you will receive an automatic e-mail with a tracking number. If you are a registered customer, you can track your shipment by logging into the "My Orders" section in your account.
9. How do I return or exchange an item?
You can return the product within 14 days.

Please follow this link

  • In the new window, enter your order number and email address.
  • Click on the "PROCESS RETURN" button.
  • Select the product you wish to return.
  • Select the reason for the return.
  • Click "Create Return".
  • You will immediately receive an email confirmation of the return. Our support team will contact you within 48 hours to arrange courier pickup.
  • 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.
10. Will I be refunded the full value of my order?
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.
11. Is it possible to get a voucher rather than be refunded?
In case you return something, you will have the possibility to choose among refund, exchange and voucher.
12. What does it mean adding a product to the waiting list?
Adding a product to the waiting list means that in case the product becomes available again, you will be immediately informed per E-Mail.
13. How do I subscribe for/unsubscribe from the Secret Outlet newsletter?
In case you want to unsubscribe, click on the link unsubscribe from newsletter at the bottom of your newsletter email.
14. Which size should I go for?
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 russia@SecretOutlet.com to contact us.
In case the size which you ordered should not fit, you can easily return your items within 14 days.
15. Can I return a personalised item?
Withdrawals, cancellations, exchanges or returns are not accepted for orders of customised products.