Delivery
We pack and dispatch all orders via Royal Mail within 1-2 working days. All orders are estimated to arrive within 3-5 working days from the order date. We work very hard to ensure your orders are delivered on time. For ease, please kindly select the tracked option.
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The customer is responsible for providing a secure package drop-off point. Packages marked delivered will not be refunded. If a package is stolen or otherwise disappears after delivery, the customer is responsible for contacting their local Post Office.
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We currently only ship within the UK but will soon extend to ship internationally.
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Shipping Method
We offer free delivery on all orders. There are options to upgrade your delivery at the checkout.
Express delivery
Express delivery + Signed for
Pre-Order delivery
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Order Amendments
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You have a 30-minute window from when you place your order to cancel it. If you were unable to cancel your order within 30 minutes, please get in touch via email at info@secretgiftguru.com
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Change of address, product swap and any other amendments can be made within 30 minutes of orders placed.
Return & Exchange Policy
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
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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.
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Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
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 have done all of this and you still have not received your refund yet, please contact us at info@secretgiftguru.com
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
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 info@secretgiftguru.com and we will advice where to send your return items to.
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Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item was not marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
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 £20, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.