FAQs

How can I contact Her Secret ?

We’re always happy to help. You can reach our friendly customer care team at hersecret614@gmail.com , and we’ll get back to you as soon as possible.

Do you ship worldwide?

Yes  Her Secret ships globally, bringing our carefully curated home pieces straight to your door, wherever you are.

Where do you ship from?

All orders are packed and shipped from our international warehouse in Hong Kong, ensuring safe and reliable delivery.

Can I change or cancel my order?

Because we work quickly to prepare your order, any changes or cancellations must be requested within 12 hours of purchase.

After this time, we’re unable to modify or cancel your order, but you’re welcome to return it for a full refund once received.

What payment methods do you accept?

We accept all major Visa, Mastercard, and PayPal payments providing you with a secure and seamless checkout experience.

When will my order be processed?

Our team carefully prepares and dispatches orders Monday to Friday.

During busy periods such as sales events or holidays, please allow a little extra time for your order to be processed we promise it’s worth the wait.

How long will it take to receive my order?

Delivery times vary depending on your location.

If your order has not arrived within 30 days of shipment, you’ll be eligible for a full refund your satisfaction is always our priority.

Will I be charged customs or taxes?

All prices on our website are listed in GBP (£) and are tax-free.

Please note that depending on your country’s import regulations, customs duties, taxes, or additional fees may apply once your parcel arrives.

These costs are set by your local customs office and are the responsibility of the customer.

Her Secret  is not responsible for customs delays, but we’ll always do our best to assist where we can.

How do I return an item?

If you’d like to make a return, please contact us at hersecret614@gmail.com , and our team will guide you through the simple return process.

What if my item arrives damaged, incorrect, or faulty?

We’re so sorry if something isn’t right with your order.

Please email hersecret614@gmail.com with your order number, photos of the affected items, and any details, and we’ll resolve the issue as quickly as possible.

When will I receive my refund?

Refunds are issued to your original payment method.

For credit or debit card payments, please allow 7–10 business days after we receive your return or approve your cancellation for your bank to process the refund.

If you haven’t seen the credit appear yet, we recommend contacting your bank or card provider, as posting times may vary.