FAQs
We aim to despatch orders within 1-2 working days of receiving your order. Please note that at the busiest time of year (October to December) orders may take 3-4 working days to despatch.
UK Express Courier Delivery parcels will be delivered within 1-2 working days after despatch and will arrive at their destination between 9.00am and 5.30pm. If you provide a mobile number you will get a text from the courier with a delivery time slot on the day of the delivery. The tracking number becomes active after the parcel is scanned into the depot (around 6.30pm-7.00pm). If you track your parcel on the morning of delivery it will give an estimated delivery time.
Royal Mail Postal Service to the UK parcels should be delivered within 3-4 working days after despatch.
Orders to the Republic of Ireland will be fully tracked and should be delivered within 2-4 working days.
Orders are processed and despatched on working days (Monday to Friday except Bank Holidays) between 9am and 5.30pm. Orders placed after 5.30pm will not be processed until the next working day.
For further information about prices, go to Shipping Information and Costs.
2. What is your refund policy?Our refund policy lasts for 7 days. If 7 days or more have gone by since your purchase, unfortunately we cannot offer you a refund.
If you do not receive what you ordered or if there is an issue with a product you ordered, then send an email to us at: info@secret-aura.com. Tell us what went wrong and send us pictures wherever possible.
If you are eligible for a refund, we will refund you back to the method of payment you used when you originally paid for your order. The refund amount will be the total amount you have paid for the particular order or a fraction of this, depending on the nature of the fault at hand. Refunds can take up to 10 working days to process.
3. Can I cancel my order?If you wish to cancel your order, please inform us immediately via email.. We will confirm the cancellation with you in writing and refund the payment for the order.
If you cancel your order after it has already been dispatched, but it is still on the way to its destination, we will contact the courier and stop the delivery. However we will deduct the carriage charge from the overall refund for the cancelled order.
If you wish to cancel the full order or any part of an order after you have already received it, you have the right to do so within 7 days of the delivery date of the order. In such cases, please contact us via email so that we can provide you with a Returns Form to fill in and include in the return. Please note, we will not reimburse the return postage charge or the initial delivery charge. We will request that you return the goods at your own cost.
Once the order is returned, we will refund your original method of payment less any postage charges incurred.
The goods should be in perfect condition and in their original packaging.
4. What happens if I receive the wrong order?If there's an issue with your order - if it's the wrong item, defective or otherwise not exactly what you wanted - then contact us via email detailing the issues you have and attach photos wherever possible. Email: info@secret-aura.co.uk
5. Do you offer exchanges?We do not offer exchanges. However, if for any reason you did not receive the exact product you were expecting, just let us know by sending an email to: info@secret-aura.com.
6. What happens if an item I order is out of stock?We try to keep our website as up-to-date as possible. If there are any out of stock items, we will deduct these from your final invoice, which will generate a refund that will be put back to the original method of payment within 1-7 business days.
7. Do you deliver to PO Boxes?Secret Aura does not have a delivery option that serves PO boxes.