Frequently Asked Questions
Order - How to use the discount codes?
Depending on the device you are using you have different ways of inserting the discount codes. If you are using a computer you can insert the discount code on the "My Bag" screen below the "Proceed to Checkout" button or on the checkout process you have the "Coupon Code" box below the "Complete Order" button. If you are using a mobile device you can insert the code by finding the "Show Details" button on the bottom of the "My Bag" screen. When you click this option you will be shown with the Order Details where you can insert the discount code. On both options please remember to click "Apply" before proceeding with your purchase.
Account - Update the account details
If you have an account registered on our site, you can update your account details yourself. It is this easy as: - Update the basic account details: 1 - Sign in to your account; 2 - On the top right side of the screen, please click on your name; 3 - On the pop-up menu, please click on “My Account”; 4 - You will be directed to the account section, where you can please choose the option “Account Details”; 5 - In this section you are able to update your first and last name, as well as the e-mail address connected with the account; 6 – Click “Save Changes” and your information will be updated as you wish for.
Account - Update or Reset password
1 - Sign in to your account; 2 - On the top right side of the screen, please click on your name; 3 - On the pop-up menu, please click on “My Account”; 4 - You will be directed to the account section, where you can please choose the option “Password”; 5 – Provide the current password and the new password; 6 – Click “Save Changes” and your information will be updated as you wish for. If you forgot your password, please click on the "Forgot your password?" link on the sign in page. You can click it and follow the steps in order to manually reset your account password. If you cannot complete the reset process, please contact our Customer Service team via the form provided.
Account - Consult the order history and status
- Consult the order history: 1 - Sign in to your account; 2 - On the top right side of the screen, please click on your name; 3 - On the pop-up menu, please click on “My Account”; 4 - You will be directed to the account section, where you can please choose the option “Order History”; 5 – The order history will be prompted, from where you can select the specific order to consult; 6 – Click “View Details” to be able to consult the order details such as address, payment method and value, as well as to download a copy of the invoice.
Payment Methods - How can I pay for my order?
We offer you different payment methods so that placing your order is as easy as possible. The payment methods available are: VISA, MasterCard and PayPal.
Delivery - How much will the shipping cost be?
We have partnered with GLS as our Shipping Service. The shipping cost is 2,99 € for European Union countries (please review our operational countries in Terms & Conditions or on the FAQ above). Our expected delivery time is between 4 to 7 business days after the shipping confirmation. For Canary Islands the shipping cost is 34,99 € due to shipping restrictions.
Delivery - On which countries can my order be delivered?
At the moment, you can have our secrets delivered at your door step in Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Romania, Slovakia, Slovenia, Spain and Sweden. We are constantly working to improve our offer and increase our net of distribution, please keep attentive to new destinations to come. Please notice that due to Brexit restrictions we are suspending our operations on the UK for the time being. We will re-enable the deliveries if and when we believe it is possible to fulfil our commitments.
Delivery - When will I receive my package?
You will be receiving updates according to the status of your order: When your order has been successfully placed you will be receiving an order confirmation by e-mail. We will send a packing confirmation as soon as your order has been packed and prepared to be sent. You will be receiving the shipping confirmation by e-mail when your package is delivered to the courier company. Included will be the tracking details which will allow you to follow your order easily.
Delivery - Could I receive my package in a different location?
If you need to ship your order to a different location, please provide an alternate address during the payment process (Shipping address). The billing address should be provided with your own details after marking the option “Use a different billing address”. The invoice will be sent to the submitted e-mail address as the package will be delivered to the specified delivery address. After the payment you can request your package to be sent to an alternate address by sending the details to our operational team directly via the contact form in the Customer Service section at the bottom of the page, if your order has not been shipped yet.
Returns - Can I return a purchase?
We are certain you will be completely satisfied with your purchase, but we understand if you change your mind and would like to return it. You can do it for free within 14 days after receiving your package. Please bear in mind the return conditions below for us to accept your return products: - For hygienic causes, we can only accept return of our products if in the sealed package. We will not be able to accept opened packages or used products. - We can only accept your return if the package is sent undamaged, in the original packaging and inside a secure boxing. If your products show signs of damage or use, we reserve our right to analyze and possibly refuse the return or charge for the damages. - It will not be possible to return personalized items. Please provide us with the proof of shipping and the tracking details when returning your order.
Subscription – How to create a subscription?
1 – On each product, you can start a subscription by selecting the option “Subscribe”. 2 – At the footer, click on “Subscribe”. At the subscription page, click on “Get Started”. Select the type(s) of the product(s) you would like to subscribe to and click on “Continue”. Select the desired individual products from the following pages. Choose the periodicity and the date that you desire. Click in “Get the Subscription” and fill in the delivery and payment information as requested. Finally, click on “Complete Order”.
Subscription – How to edit a subscription?
In the section “My Account” select “Subscriptions” and then choose the subscription you would like to edit by clicking on “View Details”. On this page, you can edit the recurrence, payment details, shipping and billing address.
Subscription – How to consult a subscription?
In the section “My Account” select “Subscriptions” and then choose the subscription you would like to edit by clicking on “View Details”. On this page, you can review all the details related to the subscription. Also, you can review the subscription order history.
Subscription – How to skip a subscription period?
In the section “My Account” select “Subscriptions” and then choose the subscription you would like to edit by clicking on “View Details”. On this page, you can choose which periods you would like to skip on your subscription.
Subscription – How to cancel a subscription?
In the section “My Account” select “Subscriptions” and then choose the subscription you would like to edit by clicking on “View Details”. On this page, you can cancel the subscription by clicking on “Cancel Subscription” and the end of the details screen.
Subscription – When will I receive my subscription?
We organize the shipping to the chosen address in a manner that it arrives at the desired date, but due to unforeseen circumstances, the delivery date can be moved up to 7 days ahead or behind your choice, without any loss.
