Update: Due to the current Covid-19 situation, returns and refunds may be delayed. For further advice please contact info@royalsecrets.gr

Our products are hand-selected to bring you unadulterated joy, however, we understand that occasionally we fall short of our own high standards and that returns and exchanges are sometimes necessary.

All Royal Secrets products are guaranteed for 60 days from the date of purchase so if there is a fault with your item, do contact us and we will rectify the situation.

Our online orders differ slightly in their returns policy, so please read the appropriate section below for more information.

Online:

Provided that your correct, fully completed return request form is received by our customer care team within 14 days of you receiving your order and all items are returned unworn and with the original product packaging intact, we are happy to offer an exchange or refund. No product can be returned to us without an authorised return request.

Please note that your right to cancel or return a Product does not apply to certain types of Products. The following list provides a non-exhaustive list of the types of Products you cannot cancel or return:

  • Sex Toys in any condition due to hygiene concerns, unless faulty
  • Latexwear, if the hygiene seal has been broken
  • Knickers, bodysuits or playsuits that have been tried on in direct skin contact;
  • Intimate play items including candles, lubricants, massage oils, condoms and toy cleaner which have been opened, tested or partially used
  • Bondage items in any condition unless faulty due to hygiene concerns: Ball Gags, Collars, Wrist Cuffs, Ankle Cuffs, Blindfolds, Eye Masks, Pinwheels, Jewellery, Nipple Pasties, Clamps and Feather Ticklers.
  • Opened packs of Hosiery
  • Face Masks
  • Incomplete, damaged, worn, altered and washed items.
  • Gift vouchers are non-refundable and cannot be exchanged for cash.
  • Products which are bespoke, have been made to measure, altered, or personalised to your specification.

Process for returning a GR order

1. Contact our customer care team at info@royalsecrets.com to request a returns authorisation form

2. Receive our returns form, fill this out and send back to customer care within 14 days of receiving your order

3. Receive a returns authorisation number

4. Package your return securely and include as much original packaging as possible.

5. Post the item to us. Please obtain a certificate of posting from your postal service.

Then it’s over to us. Your return will be processed and a replacement or refund for products will be arranged, always within 14 days. All online purchases must be returned via post and cost is on customer.

Returning items from outside GR?

International customers are welcome to return or exchange items, as long as they follow our returns policy detailed above.

Please contact us and  request a returns authorisation form if you would like to return your item from outside of the UK. Please note that international customers have to pay all costs to return any items.

Refunds

Refunds will be credited back to the payment method used for the order.

A confirmation email will be sent once your refund has been processed, and it may take up to a further five working days for your bank to process the payment.

Exchanges

Please list the details of the pieces you are exchanging on your returns form. If you would like an item of higher value then we will bill you via your original payment method. Similarly if the item is of a lower value we will refund the difference via your original payment method.

If the item you have requested as an exchange is no longer in stock you will be contacted in order to select a new item, or accept a refund. Please allow for standard shipping times.

If you have any further questions, you can contact us info@royalsecrets.gr