Help & Customer Care

When will my order be dispatched?

Orders placed before 2 pm, Monday to Friday, are usually dispatched the same day. Orders placed after 2 pm, at weekends or on bank holidays are processed on the next working day.

Is the packaging discreet?

Yes. We use plain, sealed packaging with no product names, logos or adult-store details on the outside of the parcel.

How do I track my order?

Once your order has been dispatched, you will receive an email with your tracking details. Please check your spam or junk folder if the email does not appear in your inbox.

Can I change or cancel my order?

If you need to change or cancel an order, please contact us as soon as possible. We dispatch orders quickly, so changes are not always possible once your order has been processed or sent.

Can I return an item?

You can usually return unopened, unused and undamaged items within the returns period. For hygiene reasons, some intimate products cannot be returned once opened or used unless they are faulty. Please check our returns policy before sending anything back.

What should I do if my item is faulty?

Please contact Customer Care with your order number, a short description of the issue and photos or a short video where possible. This helps us review the problem quickly and offer the right solution.

Where can I find payment information?

You can find information about secure checkout, payment options and order confirmation emails on our payment information page.

Is billing discreet?

Yes. Your bank statement will not show Secrets Shop, product names or any details about what you ordered. Payments are processed securely, and you can contact Customer Care before placing an order if you have any billing questions.