Processing & Shipping
- Orders are processed within 1–2 business days (Mon–Fri, ET).
- Domestic shipping: 3–7 business days depending on carrier.
- International shipping: 7–20 business days; customs delays may occur.
- Tracking will be emailed once your order ships.
- Shipping fees are calculated at checkout. Free-shipping thresholds (if any) are shown on the cart/checkout page.
Failed Delivery / Address Issues
- If a parcel is returned due to an incorrect/undeliverable address or refusal, reshipping costs are the buyer’s responsibility.
Damaged or Missing Items
- Contact us within 7 days of delivery at support@s-secret.com with your order number and photos of the outer box, inner packaging, and product. We will arrange a replacement or refund.
Returns & Exchanges
- Returns accepted within 14 days of delivery.
- Items must be unused, in original packaging, with all accessories.
- Return shipping is paid by the buyer unless the return is due to our error (defective/wrong item).
- Please contact us for an RMA before sending anything back. Unauthorised returns may be refused.
Non-returnable Items
- Clearance/“Final Sale” items.
- Opened consumables or hygiene-related items.
- 18+ collectibles must be unopened and factory-sealed to be eligible.
Refunds
- Once your return is received and inspected, refunds are issued to the original payment method within 3–10 business days (bank/PayPal processing times may vary).
- Shipping fees are non-refundable unless the return is due to our error.
Exchanges
- If you need the same item replaced due to defect, we’ll ship a replacement after verification. If out of stock, we’ll refund.
Contact
Hours: Mon–Fri 10:00–18:00 (ET)
Email: support@s-secret.com