Refund Policy

Last updated: 2026-06-19

Returns

We have a 30-day return request policy. This 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, unused, unwashed, with tags, with any hygiene seals intact, and in its original packaging. You will also need the receipt or proof of purchase.

Hygiene and Non-Returnable Items

Due to hygiene and health protection reasons, intimate apparel, lingerie, bodysuits, hosiery, underwear, and similar personal garments cannot be returned if they have been worn, washed, used, opened where sealed, damaged after delivery, or returned without original tags, hygiene seals, or packaging. This does not affect your statutory rights for defective, damaged, or incorrectly supplied items.

We also do not accept returns for gift cards, final sale items, or any item marked as non-returnable at the time of purchase, except where required by law.

How to Start a Return

To start a return, contact us at hello@thesecrethour.com with your order number and the reason for your return request. If your return is accepted, we will send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Return Shipping Costs

Return shipping costs are the customer's responsibility unless the item is defective, damaged, or incorrect. Original shipping charges are non-refundable unless required by law or unless the return is due to our error.

Damages and Issues

Please inspect your order when you receive it and contact us as soon as possible if the item is defective, damaged, or if you received the wrong item. Please include your order number and photos of the issue so we can evaluate it and make it right.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, if it is eligible for return, and place a new order for the replacement item.

European Union 14-Day Cooling-Off Period

If merchandise is shipped into the European Union, you may have the right to cancel or return your order within 14 days, for any reason and without justification. This right may be subject to legal exceptions, including sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed. As above, eligible returned items must be in the same condition that you received them, unworn, unused, with tags, with any hygiene seals intact, and in their original packaging.

Refunds

We will notify you once we have received and inspected your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

Contact

You can contact us for any return question at hello@thesecrethour.com.