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Delivery & Return Policy

At SecretLace, we strive to provide you with the best shopping experience, including reliable delivery and hassle-free returns. Please read our delivery and return policies carefully.

Delivery Policy

Delivery Areas & Charges

We deliver island-wide across Sri Lanka with the following charges:

| Area | Delivery Charge | Delivery Time | |------|-----------------|---------------| | Colombo 1-15 | Free for orders above LKR 5,000<br/>LKR 300 for orders below LKR 5,000 | 2-4 business days | | Suburban Areas | LKR 400 | 3-5 business days | | Outstation Areas | LKR 500 | 4-7 business days |

Additional Weight Charges:

  • Orders above 1kg will be charged LKR 200 for each additional 500g

Delivery Process

  1. Order Confirmation: Once you place an order, you'll receive an order confirmation via email or SMS.
  2. Order Processing: We process orders within 1-2 business days (excluding weekends and public holidays).
  3. Shipping: Once your order is shipped, you'll receive a tracking number to monitor your delivery.
  4. Delivery: Our delivery partner will contact you before delivery to confirm a convenient time.

Delivery Guidelines

  • Delivery Days: We deliver Monday to Saturday, excluding public holidays.
  • Delivery Time: Generally between 9:00 AM and 6:00 PM.
  • Someone to Receive: Please ensure someone is available to receive the package at the provided address.
  • Package Inspection: Before signing for delivery, please inspect the package. If there's any visible damage or if the package appears tampered with, please note it on the delivery receipt and contact us immediately.
  • Wrong Address: If an incorrect address is provided, additional charges may apply for redelivery.

Failed Deliveries

If delivery fails due to:

  • No one available: We will attempt delivery again the next day. After two failed attempts, the order will be returned to our warehouse, and you may need to pay additional delivery charges for reshipment.
  • Incorrect address: Please contact us immediately with the correct address. Additional charges may apply.
  • Recipient unreachable: We will attempt to contact you. If we're unable to reach you within 3 days, the order will be canceled, and a refund will be processed (minus delivery charges).

Order Tracking

Once your order is shipped, you'll receive a tracking number via email or SMS. You can use this number on our website or the delivery partner's website to track your order status.

Return & Exchange Policy

Return & Exchange Period

We accept returns and exchanges within 7 days of delivery. The item must be in its original condition with all tags attached and unworn.

Items Eligible for Return & Exchange

✓ Eligible Items:

  • All regular-priced clothing items
  • Items in original condition with tags attached
  • Items unworn, unwashed, and unaltered
  • Items in original packaging

✗ Non-Eligible Items:

  • Undergarments (for hygiene reasons)
  • Bodysuits (for hygiene reasons)
  • Swimwear (for hygiene reasons)
  • Items marked as "Final Sale"
  • Items purchased during special promotions (unless defective)
  • Items without original tags or packaging
  • Items that have been worn, washed, or altered
  • Items with perfume, deodorant, or makeup stains

Return & Exchange Process

Step 1: Contact Us

  • Call our hotline: +94 770572174
  • Email us: hi@secretlace.shop
  • Message us on Instagram/Facebook Provide your order number and reason for return/exchange.

Step 2: Approval

  • Our customer service team will review your request within 24-48 hours.
  • Once approved, we'll provide instructions for returning the item.

Step 3: Return the Item

  • Pack the item securely in its original packaging.
  • Our delivery partner will pick up the item from your address.
  • You'll receive a confirmation once we receive the item.

Step 4: Inspection

  • We'll inspect the returned item within 2-3 business days.
  • If the item meets our return criteria, we'll proceed with the exchange or refund.

Step 5: Exchange or Refund

  • For Exchange: We'll ship the new item within 3-5 business days.
  • For Refund: We'll process the refund within 7-10 business days.

Exchange Policy

  • You can exchange items for a different size or color of the same product, subject to availability.
  • If you wish to exchange for a different product, you can do so, and any price difference will be handled as follows:
    • If the new item costs more: You'll need to pay the difference.
    • If the new item costs less: The balance will be issued as store credit.
  • Exchange requests are subject to product availability.
  • Only one exchange per original purchase is allowed.

Refund Policy

  • Refunds are issued as store credit unless the item is defective or incorrect.
  • For defective or incorrect items, refunds can be issued to the original payment method.
  • Store credits are valid for 6 months from the date of issue.
  • Delivery charges are non-refundable unless the return is due to our error (defective or wrong item).

Damaged or Defective Items

If you receive a damaged or defective item:

  1. Contact us within 48 hours of delivery.
  2. Provide clear photos of the defect or damage.
  3. We'll arrange for pickup of the defective item.
  4. Once verified, we'll send a replacement at no additional cost.
  5. If a replacement is not available, we'll issue a full refund.

Incorrect Items

If you receive an incorrect item:

  1. Contact us within 48 hours of delivery.
  2. Provide your order number and details of the incorrect item.
  3. We'll arrange for pickup of the incorrect item.
  4. We'll send the correct item at no additional cost.

Return Shipping Costs

  • For our error (defective/wrong item): Free return shipping.
  • For customer preference (size/color change): LKR 300 for Colombo 1-15, LKR 500 for other areas.
  • For defective items verified by our team: Free return shipping.

Processing Time

  • Return Request Approval: 24-48 hours
  • Item Inspection: 2-3 business days after receipt
  • Exchange Processing: 3-5 business days after approval
  • Refund Processing: 7-10 business days after approval

Important Notes

  • All returns must be initiated within 7 days of delivery.
  • Items must be in their original condition with all tags attached.
  • We reserve the right to reject returns that do not meet our criteria.
  • Final sale items cannot be returned or exchanged.
  • The customer is responsible for the item until it is received by SecretLace.
  • Please pack items securely to prevent damage during return shipping.

Contact Us

If you have any questions about our delivery or return policies, please contact us:

  • Hotline: +94 770572174
  • Email: hi@secretlace.shop
  • Hours: Monday to Saturday, 9:00 AM - 6:00 PM

Policy Effective Date: September 18, 2025
SecretLace reserves the right to modify this policy at any time without prior notice.