Refund policy

Returns/Exchanges

All of our items are thoughtfully made to order just for you. Because each piece is customized, we’re unable to accept returns or exchanges unless your order arrives damaged or defective.

If your item does arrive damaged, we’re here to help. Simply send us a photo within 7 days of delivery, and you can choose either a full refund or a free replacement. We’ll make it right! You can always contact us for any return question at thesecretplace.brand@gmail.com. 

Cancellations

Our shop accepts order cancellations within 1 hour after purchase, buyer is responsible for making requests within this timeframe. 

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
If more than 15 business days have passed since we’ve approved your return, please contact us at thesecretplace.brand@gmail.com.