Returns and exchanges

As our customer, you have the right under the Consumer Protection Act to return all or part of your order within fourteen (14) days of receipt of your order.The 14-day return period begins when you receive or collect the package. You must send your return to us within 14 days of your return notification.

These return terms apply for items delivered to Sweden, Estonia or other EU countries (except Finland). If you are returning an item that was delivered to Finland, please refer to these terms.

Return address

HerSecret.fi C/O Axla-Logistics
Manttaalitie 5, Port 4-5
01530 VANTAA
FINLAND

1. TERMS & CONDITIONS

1. A completed return form is considered sufficient notification of a return, i.e. there is no need to contact our customer service unless you wish to exchange the products.
2. If you have placed more than one order, you can return all your orders in the same return shipment. Please include the return forms for all your orders in the shipment.
3. Products must be unused and in resallable condition. You can of course try on the products, please try the clothes over your own underwear.
4. Products classified as hygiene products, such as underwear sold separately, stockings and face masks, are non-returnable. Hygiene products are marked separately in our online shop.
5. Products must be packed neatly folded in their original packaging/bags
6. Products with a hygiene cover, such as swimwear, can only be returned if the hygiene cover is still in place.
7. We do not accept incorrect customer returns. If the return is sent late or the product is not in resallable condition, the customer is responsible for all the postage, handling charges and billing surcharges.
8. The customer must keep a receipt/shipping label for their customer return.

2. EXCHANGING PRODUCTS

If you want to exchange the product to another size or colour, please place a new order on our website. This will ensure a speedy exchange process.

3. GENERAL INFORMATION ON RETURNS

Your order will include by a return form / a packing slip. Please accompany it inside your return package when returning the order.

4. SEND THE RETURN BY POST

Please send the return to us via Post. You should use a tracked delivery option when sending the return so that it can be easily tracked in case there's any issue with your return.

You will pay for the return postage (however you can get a refund from Paypal for the return postage if you have used Paypal to pay for your order)

Our return address is:

HerSecret.fi C/O Axla-Logistics
Manttaalitie 5, Port 4-5
01530 VANTAA
FINLAND

5. RETURN POSTAGE REFUNDED BY PAYPAL

If you have used a Paypal account to pay for your order, you can obtain a refund for the return postage charge you have paid. Please note you have to apply for the program on Paypals website. Then you will need to submit/upload a copy of the return receipt to Paypal.

The refund for the postage is paid by Paypal - not by HerSecret.fi.

Read more: https://www.paypal.com/se/webapps/mpp/refunded-returns

6. ORDER PAYMENT REFUND

You will receive a confirmation email once your return has been processed. It usually takes about a week for the customer return to arrive to us and a few working days to process a return. When we have received your returned products and processed the return, we will process a refund to your original payment method.

Please note that in the following cases we may deduct part of your refund

1. You have chosen a paid delivery option, e.g. home delivery, other than the standard free delivery option. In this case, your refund will not include the price of the paid delivery option.
2. You have used the returned product, washed the product, removed the product's hygiene cover or the returned product is otherwise damaged
3. The original packaging of the product is missing or damaged
4. The return has been sent contrary to our instructions

7. GENERAL INFORMATION

1. An uncollected shipment is not the same as a product return. We charge a return fee of €15 for all uncollected shipments. This charge is the actual cost of returning, shipping, handling and packaging.
2. If your order has not yet been dispatched and processed, you may cancel your order without any fee. Please contact our customer service to cancel your order.
3. If a customer has used HerSecret.fi points as a discount on an order and returns the entire order, the value of the points/point gift card will not be refunded to the customer.
4. All items returned from your order must be returned in the same return shipment - any additional returns will carry a €5 extra charge per additional return.
5. If you are returning some of the products and keeping some for yourself, we would ask you to send any unused product packaging bags with your return. This will allow us to reuse the bags for product packaging and together we will reduce waste. :) However, if you are not returning any products from your order, DO NOT return just the product bags separately.