Help & FAQ
Need help with sizing, delivery or a return? Find answers to our most frequently asked questions below.
Can I order more than one bra size to try at home?
Yes. Different bras can fit differently, so you're welcome to order a selection of sizes and return eligible items that aren't right for you. Keep all tags and labels attached, retain the original packaging and follow our Return and Refund Policy.
Please try on briefs, thongs and shapewear over your own underwear. When trying on bras, avoid getting make-up or lotions on the fabric.
Which payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, Maestro and American Express, as well as Apple Pay and Google Pay. The payment options available for your order are shown at checkout.
What delivery options are available?
Orders are dispatched by Royal Mail from our UK warehouse. Standard UK delivery is free on orders of £60 or more. For orders below £60, standard delivery costs £3.50 and express delivery costs £5.
For delivery information and estimated times, please read our Shipping Policy.
How do I return an item?
You have 30 days from receiving your item to request a return under our returns policy. For returns and size exchanges, email returns@intimate-secrets.co.uk with your order number and details of the items you wish to return or exchange.
Complete the returns form included with your order and enclose it with your items. Eligible items must be unworn or unused, with their original tags attached and in their original packaging. Follow the return instructions supplied with your order and keep your proof of postage.
You pay return postage for change-of-mind returns and size exchanges. We cover return postage for faulty, damaged or incorrectly supplied items; please contact us before sending these items back so we can arrange the return.
We'll email you once your return has been received and inspected. For eligibility, exclusions, the return address and refund times, please read our Return and Refund Policy. Your statutory rights are unaffected.
Can I change my order after placing it?
We process orders quickly, so we're unable to amend an order once it has been confirmed. Please check your items, sizes and delivery address before completing your purchase.
If you have a question about an order, call 0114 312 4338, Monday to Friday, 9am–5pm UK time. This does not affect any statutory cancellation rights you may have.
How can I check my order status?
If you have an account, sign in to view your order history. An order marked “Processing” is being prepared for dispatch. “Dispatched” means it has left our warehouse and is on its way to you.
Once your order is dispatched, we'll email you a tracking link so you can follow its progress.
What should I do if my order hasn't arrived?
Check your tracking link for updates. Delivery estimates are counted in working days, excluding weekends and bank holidays.
If your parcel is delayed or appears to be missing, email sales@intimate-secrets.co.uk with your order number so we can investigate with Royal Mail. For UK orders, our missing-parcel process uses a period of 10 working days from dispatch before treating a parcel as lost.
Please report missing deliveries promptly, preferably within 45 days of dispatch, to help us investigate with the carrier. This request does not limit your statutory rights.
What if an item is faulty or damaged?
We're sorry something isn't right. Email returns@intimate-secrets.co.uk with your order number, a description of the problem and a clear photograph if possible. We'll assess the issue and help arrange an appropriate resolution, such as a replacement or refund. We cover return postage for faulty or damaged items; please contact us before returning them. Your statutory rights are unaffected.
What if I've received the wrong item?
Please email returns@intimate-secrets.co.uk with your order number and, if possible, a photograph of the item and its label alongside your invoice. We'll investigate and arrange the correct replacement if it's available, or discuss an alternative resolution with you. We cover return postage for incorrectly supplied items; please contact us before returning them.
Still need help?
For returns and exchanges, email returns@intimate-secrets.co.uk. For general enquiries, contact us at sales@intimate-secrets.co.uk or call 0114 312 4338, Monday to Friday, 9am–5pm UK time.