Frequently Asked Questions
General Questions
1. What is SecretLace?
SecretLace is a premium clothing brand based in Sri Lanka, offering stylish and high-quality apparel for fashion-conscious individuals. We focus on providing unique designs that combine comfort, elegance, and contemporary fashion trends.
2. Where is SecretLace located?
We are based in Sri Lanka and operate primarily through our online store at www.secretlace.shop. Our customer service team is available to assist you with any inquiries.
3. How can I contact SecretLace?
You can reach us through:
- Hotline: +94 770572174
- Email: hi@secretlace.shop
- Instagram/Facebook: Direct message us on our social media platforms
Ordering & Payment
4. How do I make a purchase?
To make a purchase:
- Browse our collection and select your desired items
- Choose your size and click "Add to Cart"
- Proceed to checkout when you're ready
- Fill in your shipping and contact details
- Confirm your order and wait for our confirmation
5. What payment methods do you accept?
We currently accept:
- Cash on Delivery (COD) for all island-wide deliveries
- Bank transfers (details will be provided upon order confirmation)
6. Can I modify or cancel my order after placing it?
Once an order is placed, modifications or cancellations can only be made if the order hasn't been processed for shipping. Please contact us immediately at +94 770572174 or hi@secretlace.shop if you need to make changes.
Products & Sizing
7. How do I know which size to choose?
We provide a detailed size guide on each product page. Please refer to the measurements and compare them with your own to ensure the perfect fit. If you're unsure between sizes, we generally recommend sizing up for a more comfortable fit.
8. Are the colors on the website accurate?
We make every effort to display the colors of our products as accurately as possible. However, please note that actual colors may vary slightly due to differences in monitor settings and lighting conditions.
9. An item I want is sold out. Will you restock it?
Restocking depends on demand and fabric availability. Popular items are often restocked within 2-3 weeks. You can sign up for our newsletter or follow us on social media to receive updates about new arrivals and restocks.
Delivery & Shipping
10. What are your delivery charges?
- Colombo 1-15: Free delivery for orders above LKR 5,000
- Colombo 1-15: LKR 300 delivery charge for orders below LKR 5,000
- Outside Colombo: LKR 500 delivery charge for all orders
- Additional weight: Orders above 1kg will be charged LKR 200 for each additional 500g
11. How long does delivery take?
- Colombo 1-15: 2-4 business days
- Suburban areas: 3-5 business days
- Outstation areas: 4-7 business days
Please note that delivery times may be extended during peak seasons, holidays, or due to unforeseen circumstances.
12. Do you deliver on weekends and holidays?
We do not deliver on Sundays and public holidays. Orders placed on these days will be processed on the next working day.
13. Can I track my order?
Yes! Once your order is shipped, you'll receive a confirmation email with tracking information. You can use this to track your order's progress.
14. Can I ship to multiple addresses?
Each order can only be shipped to one address. If you need items delivered to multiple addresses, please place separate orders for each address.
Returns & Exchanges
15. What is your return policy?
We accept returns and exchanges within 7 days of delivery. The item must be in its original condition with all tags attached and unworn. Please refer to our detailed Delivery & Return Policy for more information.
16. How do I initiate a return or exchange?
To initiate a return or exchange:
- Contact our customer service team at +94 770572174 or hi@secretlace.shop
- Provide your order number and reason for return/exchange
- Our team will guide you through the process and provide instructions
- Once approved, we'll arrange for pickup of the original item
17. Are there any items that cannot be returned or exchanged?
For hygiene reasons, the following items cannot be returned or exchanged:
- Undergarments
- Bodysuits
- Swimwear
- Items marked as "Final Sale"
- Items purchased during special promotions (unless defective)
18. How long does the exchange process take?
The entire exchange process typically takes 10-14 days from the time we receive your returned item, including inspection, processing, and delivery of the new item.
Account & Technical Issues
19. Do I need to create an account to shop?
No, you can shop as a guest. However, creating an account allows you to:
- Track your orders more easily
- Save your shipping addresses
- View your order history
- Receive exclusive offers and updates
20. I'm having trouble with the website. What should I do?
If you're experiencing technical issues, please try:
- Clearing your browser cache and cookies
- Using a different browser
- Checking your internet connection If the problem persists, contact us at hi@secretlace.shop with details of the issue and screenshots if applicable.
Still have questions? We're here to help!
HOTLINE: +94 770572174
EMAIL: hi@secretlace.shop
HOURS: Monday to Saturday, 9:00 AM - 6:00 PM