Order Issues Help Center
Lost, damaged, or delayed package? We're here to help make it right.
What's Your Issue?
Select the issue you're experiencing for specific help
Lost Package
Your package hasn't arrived after the expected delivery date
Learn More →Damaged Item
You received a product that is damaged or defective
Learn More →Delayed Delivery
Your package is taking longer than expected to arrive
Learn More →Lost Package
Follow these steps if your package hasn't arrived
Check Tracking
First, check your tracking number on our Track Order page or the courier's website. Sometimes packages are marked as delivered but left in a safe place.
Check Safe Places
Look around your property - mailbox, porch, garage, or with neighbors. Delivery drivers sometimes leave packages in unexpected but secure locations.
Wait 48 Hours
If tracking shows "delivered" but you haven't received it, wait 48 hours. Sometimes the status updates before actual delivery.
Contact Us
After 48 hours, if you still haven't received your package, contact our customer service team. We'll investigate and send a replacement or refund.
Damaged Item
What to do if you receive a damaged product
Document the Damage
Take clear photos of the damaged item and packaging. Include multiple angles showing the extent of the damage.
Don't Discard
Keep all packaging and the damaged item. We may need to inspect them or arrange for return/pickup by the courier.
Contact Us Immediately
Reach out to our customer service within 48 hours of delivery. Include your order number, photos, and description of the damage.
Get Resolution
We'll review your case and offer a replacement, refund, or store credit within 24 hours. Return shipping is always free for damaged items.
Delayed Delivery
Steps to take when your package is delayed
Check Estimated Delivery
Review your order confirmation email for the estimated delivery timeframe. Standard delivery is 3-5 business days.
Track Your Package
Use the tracking number provided to see the current location and status of your package on the courier's website.
Account for Delays
Weather, holidays, and high volume periods can cause delays. Check for any service alerts from the courier.
Contact Us
If your package is more than 2 days past the estimated delivery date with no tracking updates, contact us for assistance.
Our Customer Satisfaction Guarantee
At GirlSecret, we stand behind every order. If something goes wrong with your delivery, we'll make it right.
Our Promise:
- ✓Free replacement for lost or damaged items
- ✓Full refund if we can't resolve the issue
- ✓Free return shipping on all damaged items
- ✓24-hour response time on all inquiries
Still Need Help?
Our customer service team is ready to assist you
Email Us
support@girlsecret.co.uk
Response within 24 hours
Call Us
+44 20 1234 5678
Mon-Fri: 9am-6pm GMT
Need More Information?
Visit our help center for more information about shipping, returns, and customer service.