Help & FAQ
- Can I order multiple bra sizes to try at home ?
Definitely, Intmate-Secrets understand that every bra can fit differently, and you may need to try a few sizes before getting the perfect fit. Lots of our customers purchase multiple sizes and return the ones that don’t fit correctly. Please ensure that you keep all original tags and labels on the products so we can process your return.
- What payment methods do you accept?
- What delivery services do you provide?
All of our orders are sent out via Royal Mail from our UK warehouse and remember it’s free delivery on all UK orders.
All UK orders over £20.00 are sent out via Royal Mail Tracked post as standard so you can check the status of your delivery at any stage.
- How do I return items ?
We have made this as simple as possible for you with our Intimate-Secrets 30-day Returns Policy. Simply complete the returns form included in your order,indicating why you’re returning each item. Package the slip up with the items (unworn with their original tags and labels attached) and drop us an email at Returns@intimate-secrets.co.uk with the details of the return, including the order number.
Place the return address label on the front of the package and take your return to your nearest post office. Please obtain a proof of postage receipt, as we will need this in the unlikely event that your items get lost in the post. For more details, check out our returns page.
Our customer services team will email you when your return has been processed.
- Can I amend my order?
Due to the quick turnaround time of our orders, we are unable to make any changes to your order once it has been confirmed. Please double check that all details of your order are correct, including items, sizes and shipping address, before making payment. If you have any queries regarding your order, you can call us on 0114 3607788 between 9am and 5pm GMT Monday to Friday.
- Can I view the status of my order?
If you have registered for a Intimate-Secrets.co.uk account, you can log in and view your order history to see where it is. ‘Processing’ means it is being picked and packed by our warehouse team ready for dispatch, and ‘Dispatched’ means the order has left our warehouse and is with the postman and on its way to you!
- My order hasn’t arrived.
Delivery times are counted as working days (Monday to Friday, excludes weekends and Bank Holidays) from the date of dispatch. In very rare cases, orders can sometimes get lost in the post. For UK customers, we can class a parcel as lost once 10 working days have passed since the date of dispatch.
If your order has not arrived within these times, please contact us so we can investigate with Royal Mail. Lost parcel investigations must be made within 45 days from the date of dispatch, so you must report any non-receipt issues within this time frame. After this time we are unable to assist.
- An item I purchased is faulty, help!
Oh no! Please send a clear photograph of the fault to our Customer Service team at firstname.lastname@example.org and we will be happy to help. Once we’ve verified the fault we can arrange for a refund or a replacement to be issued to you. In line with Trading Standards we can only accept faulty items within 6 months of purchase.
- I was sent the incorrect item.
Oh no!, this isn't what we like to hear. Our warehouse team work hard at labeling all our products correctly. If you've received something that’s not right, please send a clear photograph to us via email to our Customer Service team at email@example.com. Include a picture of the tag of the product against your invoice so we can investigate this. We will always send out the correct item as a replacement if it’s still in stock.