We process your orders as swiftly as we possibly can, and give you realistic estimated delivery dates which we do our best to achieve - but you’ll understand we can’t always guarantee delivery dates where it’s out of our control. Orders received after 12:00 noon on Friday will normally be processed on Monday, including UK express and courier orders. In the unlikely event that the Secret Saviours product you order is out of stock, we’ll get in contact to ask if you’d rather keep the goods on backorder or get a refund.
What types of delivery do we offer and what do they cost?
In the UK, we use good old Royal Mail or a courier service to deliver your order.
What happens if there’s no one to sign for a delivery?
Courier and Royal Mail tracked deliveries do require a signature and if you’re out, a contact card will be left for you to arrange re-delivery or collection. If no contact is made with the courier or Royal Mail within 7 working days your parcel will automatically be returned to us and our delivery charge for re-despatch to you will include the courier's or Royal Mail’s two-way charge for returning your original parcel to us.
FREE UK & EUROPE DELIVERY (2-5 WORKING DAYS)
Our standard delivery service (Royal Mail 2nd class recorded) is free to UK mainland and non-mainland UK (Highlands & Islands of Scotland, Northern Ireland and other UK Islands).
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted (if applicable):
-Any item not in its original condition, is damaged or missing parts for reasons not due to our error
-Any item that is returned more than 30 days after delivery Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
. Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded, unless there’s a fault with the product. Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
and send your item to: Secret Saviours, 47 Kenlor Road, London, SW17 0DG
Shipping your return goods
To return your product, you should mail your product to: Secret Saviours, 47 Kenlor Road, London, SW17 0DG
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.