Shipping policy

1. Delivery Schedule

Delivery takes 4–5 business days from the date of purchase. Orders are processed and delivered on business days only (excluding weekends and public holidays). Delivery timelines exclude processing time. During periods of high order volume, delivery may take slightly longer.

 

2. Order Processing & Dispatch

Processing times are separate from delivery timelines. Orders are carefully prepared before being handed over to our courier partners.

3. Tracking Information

Once your order has been dispatched, a tracking number will be sent via email or SMS by the courier. Tracking details may also be shared by Secrete Label for your convenience.

4. Responsibility After Dispatch

Once an order has been handed over to the courier, Secrete Label is unable to control delivery timelines. While courier-related delays are outside of our control, we are happy to assist with enquiries where possible.

5. Missed Deliveries

If no one is available to receive the parcel, the courier will attempt delivery again on the next business day. If the second attempt is unsuccessful, the parcel may be returned to the warehouse. In such cases, re-delivery fees will be the responsibility of the customer.

6. Customer Responsibility

Customers are encouraged to monitor their tracking information to ensure a smooth and timely delivery.

 

Returns &  Exchanges

At Secrete Label, we do not offer refunds. Exchanges are accepted only, subject to the conditions outlined below.

Exchange requests must be made within 7 days of receiving your order. Items must be unused, unworn, and returned in their original condition and packaging.

Earrings

For hygiene reasons, earrings are not eligible for exchange.

Condition of Items

Items must be returned in their original condition, unworn, and with all original packaging intact. Items showing signs of wear, damage, or alteration will not be accepted for exchange.

Exchange Process

To request an exchange, please contact our WhatsApp number on 078 444 7772, quoting your order number and reason for the exchange. Further instructions will be provided once your request has been reviewed.

Shipping Costs

Shipping costs associated with exchanges are the responsibility of the customer, unless the item received is faulty or incorrect.

Faulty Items

If you receive a faulty or incorrect item, please notify us within 48 hours of delivery so we can assist you accordingly.