Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item 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, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at sales@intimate-secrets.co.uk. Please note that returns will need to be sent to the following address: Intimate Secrets Lingerie Limited, Unit 174, Fortuna House, 88 Queen Street, Sheffield, S1 2FW

A completed returns form (included with your order) must be completed and returned with all garments to be returned.

You can always contact us for any return questions at sales@intimate-secrets.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Please make sure that briefs, thongs & shapewear are tried on over your own underwear. When trying on bras please avoid make-up or lotions coming into contact with the item. In the interests of hygiene, we may refuse returns where it is obvious that this advice has not been followed. If returns are rejected, the garments will be destroyed and there will be no liability on the part of Intimate Secrets Lingerie Limited for a refund of the cost of the goods or postage.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
If you wish to exchange an item for a different size please complete the returns form included with your order, indicating the required size of the item to be exchanged.

European Union 14 day cooling off period
Not withstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at sales@intimate-secrets.co.uk.