FAQs

We aim to dispatch all orders within 3 working days of purchase, with the exception of pre-order items (see pre order section). However we do try to dispatch all items within the same working day or if not the next working day.

All items are dispatched from the UK, please refer to the shipping options for more info on delivery times. If located outside of the UK the customer will be responsible for the payment of their local fees/duties if they are incurred.

Yes, once your order has been dispatched, you will receive an email with the tracking number for your parcel.

Yes, however ancellation of order (including pre-orders) will be subject to a cancellation fee to cover our transaction and administration fees.

The release date for all pre-orders corresponds to the product’s official release date. Orders will be dispatched promptly once stock is received. For updates, follow us on Instagram: @secretrares.co.uk

Orders containing both pre-order and in-stock items will be shipped together once the pre-order items are available. For faster delivery of in-stock items, we recommend placing separate orders.

For more details about pre-orders, please refer to our Pre Order Policy.

Products labeled as “Pre-Order” are not yet available for dispatch. Stay updated by following us on Instagram. We greatly appreciate your patience and support!

The delivery address provided during checkout must be accurate to ensure successful delivery. While we work to process and dispatch orders efficiently, adjustments to delivery details are only possible within a very short timeframe. If an error is identified in the address, please contact us immediately.

Parcels returned due to incomplete or incorrect delivery information may incur additional fees, including handling and re-delivery charges. These must be settled before the parcel can be resent, with all charges applied at our discretion.

As delivery information is entered during checkout, we are unable to accept liability for issues caused by inaccuracies in the details provided. Compensation will not be available in such cases.

Yes, for items travelling outside the UK we offer International Signed for, International Tracked and International Track & Sign options.

All international parcels are tracked and include delivery confirmation services. Shipping times can vary but usually take 5-10 working days from dispatch to delivery. Items can take up to 28 Working Days as per the Royal Mail's terms of service.

Please note: International shipping rate ONLY covers the postage. Customs fee and import taxes could be billed to you upon delivery by your country. Delivery rejected by you does not qualify for a full refund, a 10% restocking fee will incur under this situation.

Royal Mail Tracked 24- usually takes 1-2 working days after the date of dispatch and offers full tracking information, which can be checked on the Royal Mail website. This is an estimated delivery window and can take longer sometimes, for example, if your parcel is too big to fit through a letterbox. This can lead to a missed delivery. It is company policy to specify the local depot as a Safe Place, unless instructed otherwise. If you parcel is more than 2 days late, we would recommend checking with the local sorting office quoting your tracking number before contacting us.

Royal Mail Tracked 48- usually takes 2-3 working days after the date of dispatch and offer full tracking information, which can be checked on the Royal Mail website. This is an estimated delivery window and can take longer sometimes, for example, if your parcel is too big to fit through a letterbox. This can lead to a missed delivery. It is company policy to specify the local depot as a Safe Place, unless instructed otherwise. If you parcel is more than 2 days late, we would recommend checking with  the local sorting office quoting your tracking number before contacting us.

Royal Mail Next Day- is a guaranteed next working day delivery from date of dispatch. Please, note that orders dispatch on a Friday would be delivered next Monday unless Royal Mail Saturday Special Delivery is selected as shipping option. If your parcel is too big to fit through a letterbox, it can lead to a missed  delivery. Royal Mail do not always leave a calling card and it may be at the sorting office. If you parcel is more than 1 days late, we would recommend checking with neighbours and the local sorting office before contacting us.

We have a 14-day return policy, which means you have 14 days after the delivery of your order to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused and in its original packaging a.k.a the product is still sealed. If the return is a result of our error (i.e. you received an incorrect item), we’ll also pay the return shipping costs. Please contact us immediately once you see any issue with your order so we can work to rectify it.

We will notify you once we have received the returned items and let you know within 5 business days if your return is approved before you issue a refund.

For more information please see our Return Policy.

Once a parcel has been marked as delivered by the courier, we cannot accept responsibility for any loss or theft that may occur afterward. If your tracking information confirms delivery but the parcel has not been received, we advise contacting your local authorities to report the matter.

For added security, all parcels are insured up to £150 for loss, theft, or damage in accordance with Royal Mail’s compensation policies. For orders of higher value, we strongly recommend selecting Special Delivery, which offers higher insurance coverage. If additional coverage is required, please contact us to arrange the most suitable option. Additional costs may be borne by the customer.

In the event of a lost, stolen, or damaged parcel, and where evidence supports a claim, we may submit a claim to Royal Mail on your behalf.