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Delivery & returns

 

Delivery Information:

Orders are delivered Monday to Friday during working hours. We use DPD Local for most of our UK deliveries which means you can track your order, get real time updates to your email and phone and you can even divert your delivery to a neighbour or pick-up point if you suddenly have to go out.

UK Delivery Costs & Options:

 

UK Customers:
Depending on quantity of goods ordered your order will ship by either Royal Mail trackable signed service or with DPD Local. Either way you'll be able to track your orders' delivery progress using the tracking number and link that will be displayed in your My Account section once your order has shipped.

Please see the Delivery & Returns tab at the foot of the page for further details.

Overseas Customers:
If you are an overseas customer then different shipping rates to those above will apply depending on your country and size of order. If your country is not listed simply add your products to the cart in the normal way and email us using the Contact Us form. We'll then email you with the exact delivery costs and details on how to pay.

 

 

 

Returns Information:

 

It's a bold step for any fashion company to take but our philosophy is:-

"Buy less, choose well." (Vivienne Westwood)

Buying without trying will always be difficult, which is why we operate a smooth and easy returns policy and why SFNSHOP doesn't subscribe to the current buying trends of OOTD & UBDR - (outfit of the day & using bedroom's as dressing rooms) These trends led by "serial returners" are resulting in thousands of extra truck & van journeys a day which are further polluting our atmosphere and causing millions of pounds of perfectly great clothing to be destroyed. Some people can't even afford new clothes.... and if you believe fashion should be ethically sourced, you can help by making sure it's ethically bought too.

To help ensure your goods arrive in perfect condition, everything we send out is looked at, inspected and carefully packed by someone who cares.

If you are not satisfied with your purchase for any reason, you can return it for any reason & you don’t have to give a reason……but if the goods arrived faulty we’d really like to know so that we can punish the warehouse! 

 

  • You can return an item(s) to us within 14 days of receipt, providing they have not been worn, used, washed, are complete with all tags and labels and are complete with all original packaging in fully resaleable condition. Goods are not sold on a trial basis.

  • When trying on clothes, make sure you don't let any makeup, deodorant or perfume leave a mark or scent. Marked and smelly clothes will not be accepted for return.

  • Unless stated otherwise in the product description, we are unable to accept returns or any items of pierced jewellery or accessories, or underwear and swimwear if the hygiene strip has been tampered with or removed.

  • We reserve the right to refuse a return if we have cause to believe these conditions have not been met and you will be contacted to arrange re-shipment 
  • Because many of our products are one offs or exclusives we do not offer exchanges. All items are returned for Refund which will not include any incurred return shipping costs or the cost of the original postage and packaging.
  • We can only perform a refund to the payment method used for the transaction and refunds are usually processed within 3 working days of receipt & acceptance of goods at our warehouse.

  • TRADE CUSTOMERS: If you are a trade customer buying from our Wholesale site returns are only accepted if goods are incorrect, faulty or damaged. All goods must be in their original packaging. Goods are not sold on a trial or sale or return basis.

 

Returns Procedure:

  1. Sign into your account, and in the menu click Orders and click the Returns tab of the order you wish to action and check the item(s) you wish to return on the order.

  2. Click the Order Details tab to Print out a copy of your order, mark the item(s) you are returning, fold it to show our returns address and attach it to the outside of the package.

  3. Ship the package back to us in suitable outer packaging, using a Trackable Method so you get a proof of delivery to us. We cannot accept responsibility for items lost or damaged in transit.

Returns Address:

The Secret Fashion Network Ltd (SFNSHOP)
54 Clarendon Road
Watford
Herts
WD17 1DU

 

Alternatively, if you can’t access your account or are having trouble, just call our customer service team to obtain a returns number and we’ll help you arrange everything.

SFN Team Contact Tel: 01923-587715

 

Returns & Reward Points:

Remember that every time you purchase from us you earn Reward Points that can be used against further purchases. If you return an item the reward points earned will be deducted, so before you make a return, weigh up whether the loss of points is worth it. E.g if you kept the item and used it as a gift for someone instead, you’d keep your reward points, which you can then use against further purchases.

(See the Reward Points tab at the foot of the page to learn more)