FAQ

• 1 - When could I receive my package ?

We ship anywhere in the world, so it will depend on your country of residence and it depends on the number of orders we receive. This can take from 5 to 25 working days on average. It depends heavily on the customs and import process in your country. Please note that during the holiday season, these delays may be affected, but you can contact the carriers directly at the number indicated in the delivery notices you receive.

• 2 - When could I have tracking information? I have not received any order confirmation or tracking notification email, where can I get it ?

In general, carriers update their system slowly (several days may pass before the follow-up is done). If you have not received it within a week, first, we advise you to check your spam / junk folder in case and make sure you have entered your correct email address when command. You can also view it on our website using the TRACK ORDER button. If all else fails and nothing is there, please contact us directly at contact@secretnecklace.com and we will fix the problem.

• 3 - What is the return and exchange policy of your store ?

Our policy lasts 30 days. If 30 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange. You must show the proof and the reason for the return / exchange or refund, and send it to contact@secretnecklace.com. For more details, please consult the return policy. Please note that you can only open one case per order. 

• 4 - What about customs fees ?

We are not responsible for customs fees once items have been shipped. By purchasing our products, you consent to one or more parcels being shipped to you and you can get customs fees in your country.

• 5 - Can I cancel / change my address / order ?

Please send us an email as soon as possible if you wish to modify or cancel your order. Note that once the item has been completed and marked as shipped, we are not able to make any changes or cancellations to your order.

• 6 - Do I get a user name and password when I purchase something? Do I have to enter my address with each order ?

You are able to create an account to avoid re-entering your delivery details each time. However, you are also able to checkout out as a guest, with no need for a username and password.

• 7 - If I get my parcel sent straight to my local post office, will they still leave a card at my address ?

You have to make arrangements with your post office to receive a parcel at that location. Usually, it is a parcel collect service or PO Box. If you have these arrangements you usually receive and email or text informing of the delivery of your parcel.

If you do not make arrangements, the Post Office will return your parcel to the sender and you will not be contacted.

• 8 - My email address was wrong. So, I didn't receive details of how to track order. Can you please explain how to track it.      

Send an email to contact@secretnecklace.com with all your details - name and order number and we can send your tracking number to you.

• 9 - Is there a retail location I can go to ?

Sorry. We are an online store only.

• 10 - Any Questions?

If you have any questions or queries please contact us at contact@secretnecklace.com.