Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Due to hygiene reasons we are unable to accept returns of any ear related jewellery. This does not affect your statutory rights.
Personalised items cannot be returned for a refund or replacement unless there is a manufacturing fault with the piece. Secret Halo cannot be held responsible for any spelling mistakes or errors made by the customer as personalisations are created as per your order.
Additional non-refundable items:
To complete your return, please contact us here: email@example.com explaining your reason for return request to obtain a Return Authorisation Number from us. Please note, in some instances, we may require a receipt or proof of purchase from you.
Please do not send your purchase back to the manufacturer.
To return your product, you should await your Returns Authorisation Number and then mail your product to: Secret Halo 71-75 Shelton Street, Covent Garden, London WC2H 9JQ
You will be responsible for paying for your own shipping costs for returning your item unless the item is defective. Shipping costs are non-refundable.
It is also required that you retain your proof of postage.
If you are shipping an item with a value over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
There are certain situations where only partial refunds are granted (if applicable)
Any item not in its original condition, is damaged or missing parts for reasons not due to our error
Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be returned.
Exchanges (if applicable)
We only replace items if they are defective or damaged and dependant on current stock availability. If you need to exchange it for the same item, send us an email at email@example.com
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift card will be emailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.