Returning Bed Linen, Curtains, Accessories, Towels and Nightwear
If you’ve changed your mind or your new purchase is not quite what you had in mind, we would be happy to accept it back for a refund. We can only accept back unused and unwashed items in their original packaging. These can be returned for up to 60 days from purchase. We unfortunately cannot refund any shipping costs; the refund will be issued for the product price only.
Curtain returns - We're pretty sure that you will love your new curtains, but if not, we will happily take them back for a refund if they reach us unwashed, unused and in their original packing. Please do not pull or cut the strings until you are sure they are perfect for you as unfortunately doing this makes them unusable for the next customer and therefore we won’t be able to accept them as a return.
Nightwear returns - Please can garments be returned, unworn and unwashed, in the original packaging. This will help keep our nightwear safe and clean on its journey back to us, as well as helping us be more sustainable as we can reuse the packaging again and again. We appreciate that you may need to try on your new nightwear before deciding whether to keep it, but can we kindly ask that you avoid trying it on while wearing make-up. Clothing marked by lipstick or foundation will unfortunately be considered non-returnable.
Returning Filled Bedding
Your bedding is made to order especially for you so we don’t expect you’ll need to return it. Truth be told, most customers fall in love with their new duvets and pillows and will be sleeping soundly within hours. We understand that it's hard to know if something is right for you until you see and feel it in person, but you can easily check your new dream bedding is right for you by popping your hand inside the packaging and giving it a good old squish.
If you’re not happy in any way please protect the bedding by sealing the bag straight back up as soon as you can. If you're not 100% sure, then please keep the wrapping on and give us a call if you need to discuss any concerns.
If there is any reason it is not right for you, please return it unused, unwashed and in its original packaging. We can only accept returns of filled bedding within 30 days of delivery. We are unable to accept any returns of bedding which has been washed or used, even if only for one night.
If you find a bedding item faulty in any way we will do our best to resolve this for you and get a freshly-made, perfect item back on your bed before you can say “Is it bedtime yet?”.
Returning Custom Orders
We are unfortunately not able to accept returns on custom and bespoke orders because we are not able to resell anything that we make especially for you. If something is faulty (although we very much hope not), we will of course make sure that it is replaced.
Exchanges
We are happy to exchange an unused and unwashed item for something else if you have made a mistake or changed your mind. Please follow the return steps at the bottom of this page and choose the ‘exchange’ option.
Exchanged items may not be eligible for the same discount as the original purchase if the exchange is made outside of the sale period.
Faulty Items
All our items go through a rigorous quality testing process at the factory. But, if something does slip through the net and a faulty product manages to find its way to your bed, please let us know as soon as you can. We can then organise an exchange or return for you.
Please do not throw a faulty item away before getting in touch with us, as we're only able to issue a replacement if the item is returned to our warehouse. Please make sure that faulty items are washed and dried, or dry cleaned, before sending them back. We regretfully are not able to inspect dirty items.
International Returns
Although we welcome returns from overseas if you've changed your mind, the return shipping costs will need to be covered by the customer. The exact charge for your returning parcel will be calculated at checkout when you process your return.
Unfortunately, we cannot refund your original shipping, duties, taxes, and fees. Refunds will be issued for the product price. However, if you were charged for duties and taxes at checkout, you may be eligible for a refund of all or a portion of the duties and taxes. Please contact your local customs office for information.
All our items go through a rigorous quality testing process at the factory, but if something does slip through the net and a faulty product manages to find its way to your bed, please do let us know and we can arrange a return and refund for you. Unfortunately, we are unable to send out replacements due to any customs, duties and and tax that may need to be paid, so a new order will need to be placed to replace the faulty item.
Please see our FAQs for more information about international returns.
SIMPLE STEPS TO AN EASY RETURN
- Read through this page to check your item is suitable for return.
- For UK customers returns are FREE. Visit this link and follow the steps to complete your return. For customers outside the UK, visit this link to complete your return. The returns shipping cost will be calculated at checkout.
- Complete the returns section on the packing slip and include it in your parcel to make sure your pennies find their way to you safely.
- Follow the emailed instructions to print your label at home. Dpd labels will need to be printed, whereas with Royal Mail labels you have the option to print at home or take the QR code to your local Post Office and they will print the label for you.
- Drop your parcel at your local drop off location. Easy peasy!
If the above process isn’t as smooth and easy as a Sunday morning, please get in touch at returns@secretlinenstore.com, or call 01243 822 599, and we will be more than happy to help.
As soon as we receive your parcel, we will process the refund, and let you know when to expect your pennies. Please allow 3-5 working days for your return to be processed.
01243 822 599
returns@secretlinenstore.com
