Shipping policy

Shipping Policy

At Secret Sense, we strive to deliver your purchase in a timely and efficient manner. Our shipping process is designed to offer you convenience and reliability.

Shipping Service: We partner with The Courier Guy for all our deliveries, ensuring your order reaches you safely.

Delivery Times: Our delivery times range from 3 to 10 working days. This variation accounts for the bespoke nature of some of our products, which are custom-made to meet your specific requirements.

Shipping Areas: We ship across South Africa. For addresses outside major metropolitan areas, delivery times may be longer.

Shipping Costs: Shipping costs vary depending on the size and weight of your order as well as the delivery location. These costs will be calculated and displayed at checkout before you complete your order.

Tracking Your Order: Once your order is dispatched, you will receive a tracking number via email. You can use this number to track your order's progress on The Courier Guy’s website.

Contact Information: For any shipping-related inquiries, please contact us at orders@secretsense.co.za or call us at 065 072 0527.

Return Policy

We aim for complete customer satisfaction. If you are not entirely pleased with your purchase, we're here to facilitate a smooth return process.

Return Period: You have 7 days from the date of delivery to return an item. Please ensure your return meets the conditions outlined below.

Conditions for Returns:

• Condition of Item: Products must be returned unused, in their original packaging, and in the same condition that you received them.
• Non-returnable items: Custom-made products, perishable goods, personal care items, hazardous materials, flammable liquids, or gases are not eligible for return.
• Damaged Items: If your item arrives damaged, you must send photo evidence of the damage via email or WhatsApp on the day the delivery is received. This is crucial for your return to be accepted.

Return Process:

1. Initiate a Return: Contact us at orders@secretsense.co.za or 065 072 0527 to start the return process.
2. Return Approval: We will review your return request and, upon approval, provide you with detailed instructions for returning your product.
3. Packing and Sending: Pack the item securely and include the original receipt or proof of purchase. Returns and exchanges are covered by Secret Sense. For clothing items, one exchange will be covered by Secret Sense; any further exchanges will be at the client's expense.
4. Refund Processing: Upon receiving and inspecting the returned item, Secret Sense reserves the right to reject any returns that do not comply with our policy. If approved, we will process your refund to the original payment method within 14 working days. On all refunds a Bank Letter of Confirmation will be required should we not be able to reverse the payment on card purchases.

Clothing Exchanges: For clothing exchanges, the first exchange is covered by Secret Sense. Any further exchanges will be at the client's cost. Please contact us to arrange an exchange.

Return Address: Secret Sense, 638 Baliol Road, Henley on Klip, Gauteng, South Africa, 1961.

Please be aware that our Returns Policy may be updated to reflect changes in our operational practices or regulatory requirements. We recommend visiting our website regularly for the latest information.