Refund policy

Returns & Exchanges Policy

At OurSecrets Lingerie, we want every piece you choose to feel perfect. While our collections are designed with love and care, we understand that sometimes an item may not be quite right. This policy explains how returns and exchanges work in line with UK consumer law.

📅 Return Window

  • You have 14 days from receiving your order to request a return or exchange.

  • Once your return is approved, please send items back within 7 days.

⚠️ Hygiene & Intimates

Because lingerie is intimate by nature, UK law allows special rules for hygiene. To keep every customer safe:

  • We do not offer exchange or refunds due to hygiene reasons, unless damaged. 

  • We thoroughly check our items before dispatching, so that our items reach our customers in good condition. 

💳 Refunds & Store Credit

  • Refunds are made to your original payment method.

  • Refunds are processed within 14 days of receiving your returned items.

  • You may also choose store credit or an exchange (subject to availability).

🚚 Return Shipping Costs

  • Change of mind / size issue → Customer pays for return postage.

  • Faulty or damaged items → We will cover the return postage and offer a full refund or replacement.

❌ Non-Returnable Items

  • Gift cards

  • Sale or clearance items (unless faulty)

🛡️ Faulty or Damaged Items

If your order arrives faulty or damaged, please email us at support@oursecretslingerie.co.uk within 48 hours of delivery. We will arrange a replacement or full refund at no cost to you.

🎁 Discreet Returns

Just like our packaging, our returns process is handled with care and discretion — your secret remains safe.