FAQ
Frequently Asked Questions (FAQ)
1. How long does delivery take?
Standard Delivery: 4–5 working days (£4.99)
Express Delivery: 2 working days (£5.99)
Saturday Delivery: Delivered on Saturday (£9.99)
Northern Ireland deliveries take 5–7 working days (£9.99).
2. Do you offer free delivery?
Yes! We offer free express delivery on orders over £100.
3. Can I track my order?
Absolutely. Once your order ships, you’ll receive a confirmation email with a tracking number to follow your package in real time.
4. What is your returns policy?
You can return items within 14 days of receiving your order if they’re unused, unworn, and in original condition with tags attached. Some items like underwear, socks, and swimwear can’t be returned for hygiene reasons unless faulty.
5. How do I return or exchange an item?
Contact us at enquiries@luckysecretlondon.com with your order number and reason for return or exchange. We’ll guide you through the process.
6. When will I get my refund?
Refunds are processed within 5–7 working days after we receive and inspect your returned item. Refunds go to the original payment method. Delivery charges are non-refundable unless the item is faulty.
7. What if I receive a faulty or incorrect item?
Contact us within 48 hours of delivery with photos. We’ll arrange a replacement or refund and cover return shipping costs.
8. Can I change or cancel my order?
Please contact us as soon as possible. Orders are usually processed quickly, so we can’t guarantee changes or cancellations after they’ve been dispatched.
9. Do you ship internationally?
Currently, we ship to the UK and Northern Ireland only. International shipping is coming soon!