Returns & Refunds

1. Your Statutory Rights

At GirlSecret UK, we want you to love every purchase. If you're not completely satisfied, we offer hassle-free returns within 14 days under the Consumer Contracts Regulations 2013.

Your Rights: As a UK consumer, you have the right to cancel your order within 14 days of receiving your items, for any reason. This does not affect your statutory rights under the Consumer Rights Act 2015.

2. 14-Day Returns Policy

You have 14 calendar days from the date you receive your order to decide if you wish to keep your items.

No questions asked: Return for any reason within 14 days
Easy process: Simple online returns portal
Full refund: Refund of the purchase price (excluding original delivery charge)
Extended for faulty items: Up to 30 days for defective products

3. Return Eligibility

For hygiene and health reasons, intimate apparel must meet specific conditions for return:

Hygiene seals intact: All protective hygiene liners must be attached and undamaged
Unworn and unwashed: Items must be in their original condition
Original packaging: Returned with tags attached where possible
Proof of purchase: Order confirmation or receipt must be provided

Important: Once hygiene seals are removed or damaged, intimate apparel cannot be returned for hygiene reasons (except for faulty items). You may try items on but please ensure hygiene protection remains intact.

4. Non-Returnable Items

The following items cannot be returned or exchanged:

Items with removed, broken, or missing hygiene seals
Worn, washed, stained, or altered items
Items marked as "Final Sale" or clearance (clearly marked on product pages)
Pierced earrings (for hygiene reasons)
Gift cards and e-vouchers
Items without original tags
Customized or personalized products

Exception: Faulty or misdescribed items can always be returned, regardless of the above conditions.

5. How to Return Your Order

Step 1: Notify Us

Email returns@girlsecretuk.com within 14 days of receiving your order with:

Your order number
Items you wish to return
Reason for return (optional but helps us improve)

Step 2: Receive Return Authorization

We'll email you within 1 business day with:

Return Authorization (RA) number
Return address
Returns label (for UK addresses)
Instructions for packaging

Step 3: Package Your Return

Securely pack items in suitable packaging
Include the RA number on/in the package
Ensure hygiene seals are intact
Attach the returns label if provided

Step 4: Ship Your Return

You must return items within 14 days of notifying us of your cancellation.

Use a tracked delivery service (we recommend Royal Mail Signed For)
Keep your proof of postage
You are responsible for return postage costs

6. UK Return Address

Returns should be sent to the address provided in your Return Authorization email. For security reasons, we do not publish our returns address publicly.

Important: Always request a Return Authorization before sending items back. We cannot accept returns without an RA number, and they may not be processed.

7. Return Shipping Costs

Standard Returns (Change of Mind):

Customers are responsible for return postage costs
Royal Mail 2nd Class Signed For: Approximately £3.50
Royal Mail 1st Class Signed For: Approximately £4.50
We recommend using a tracked service for your protection

Faulty, Damaged, or Incorrect Items:

We'll provide a prepaid Freepost returns label
No cost to you
Full refund including original delivery charge

8. Refunds

Processing Time:

Returns inspected within 2 business days of receipt
Refunds processed within 14 days of receiving your return
Refunds appear in your account within 3-5 business days after processing
Email confirmation sent once refund is issued

Refund Amount:

Full product price refunded
Original standard delivery charge: Non-refundable
If you used free delivery (over £50): £4.95 deducted from refund if order total drops below £50
Express/Next Day delivery charges: Non-refundable
Faulty items: All charges refunded including delivery

Refund Method:

Refunds are issued to your original payment method:

Credit/Debit Card: 3-5 business days
PayPal: 1-2 business days
Apple Pay/Google Pay: 3-5 business days

9. Exchanges

Need a different size or colour? We're happy to help!

Free Size Exchange Programme:

First size exchange per order: We cover return and redelivery postage
Must be same item, different size only
Request within 14 days of receipt
Subject to stock availability
Email exchanges@girlsecretuk.com to request

Other Exchanges (Colour, Different Items):

Return the original item following our returns process
Place a new order for the desired item
Customer pays return postage on original item
Standard delivery charges apply to new order

10. Faulty or Damaged Items

We carefully inspect all items before dispatch, but if you receive a faulty or damaged item, we'll make it right immediately.

Under Consumer Rights Act 2015:

First 30 days: Full refund, no questions asked
Up to 6 months: Free repair or replacement
After 6 months: We'll still help resolve the issue

How to Report a Fault:

Contact support@girlsecretuk.com within 30 days of receipt
Provide photos clearly showing the fault or damage
Include your order number and description of the issue
We'll arrange collection or provide a Freepost label
Replacement sent immediately or full refund processed

Our Promise: Faulty items are returned at our expense, and you'll receive a full refund including original delivery charges.

11. Wrong Item Received

If we've sent you the wrong item, we sincerely apologize. We'll resolve this immediately:

Email support@girlsecretuk.com immediately
Keep the incorrect item in original condition
We'll send the correct item via Next Day Delivery at no charge
Prepaid return label provided for the incorrect item
No need to wait for us to receive the return before we send the replacement

12. International Returns

International customers can return items following the same 14-day policy:

Email returns@girlsecretuk.com for Return Authorization
Customer responsible for international return shipping costs
Use a tracked, insured service for protection
Original international shipping charges are non-refundable
Customs duties and taxes cannot be refunded
Mark package as "Returned Goods" to avoid additional charges
Processing may take longer for international returns

13. Store Credit Option

Prefer store credit instead of a refund? We offer an enhanced credit option:

110% credit value: Get 10% extra on eligible returns within 14 days
Instant processing: Credit issued immediately upon return inspection
Never expires: Use your credit anytime
Flexible use: Valid on any future purchase
Easy to redeem: Automatically applied at checkout

Request store credit when initiating your return to take advantage of this bonus.

14. Lost or Undelivered Returns

We strongly recommend using a tracked delivery service for all returns. If your return goes missing:

Contact the courier with your tracking number
File a claim with Royal Mail or your chosen carrier
Provide us with proof of postage (tracking receipt)
We'll investigate and work with you to resolve the issue

Important: We cannot accept responsibility for returns lost in transit without proof of postage or tracking. Always retain your postal receipt.

15. Partial Returns

You don't need to return your entire order. You can return one or more items from a multi-item order:

Specify which items you're returning when requesting your RA number
If partial return brings order total below £50, free delivery discount (£4.95) will be deducted
Remaining items are yours to keep

16. Sale & Promotional Items

Sale Items:

Regular sale items can be returned as normal
"Final Sale" items clearly marked and cannot be returned (except if faulty)
All other terms apply

Items Purchased with Promo Codes:

Discount applied to the refund amount
If returning part of a "Buy X Get Y" offer, the discount may be adjusted
Promo codes cannot be reused once items are returned

17. Refused or Rejected Returns

We reserve the right to refuse returns that don't meet our policy:

Items returned after 14 days (except faulty items up to 30 days)
Hygiene seals removed or damaged
Items that have been worn, washed, or altered
Items sent without a Return Authorization number
Non-returnable items (final sale, customized, etc.)

Refused returns will be sent back to you at your expense. We'll contact you before returning the items to explain why the return was refused.

18. Contact Us

Questions about returns or need assistance? We're here to help!

Email: returns@girlsecretuk.com
Customer Service: support@girlsecretuk.com
Phone: +44 (0) 20 1234 5678
Hours: Monday-Friday, 9:00 AM - 6:00 PM GMT

Please include your order number in all correspondence for faster assistance.