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Delivery & returns

 

Delivery Information:

Orders are delivered Monday to Friday during working hours. We use DPD Local for most of our UK deliveries which means you can track your order, get real time updates to your email and phone and you can even divert your delivery to a neighbour or pick-up point if you suddenly have to go out.

UK Delivery Costs & Options:

 

During Checkout just select your normal delivery address - and when your order ships the innovative DPD service will kick in.

Predict and Follow My Parcel:
When your order ships you’ll get an email or text from DPD advising you of your delivery schedule and giving you an expected One Hour delivery window so you don’t have to wait in all day.

What's more, it enables you to watch the progress of your delivery on a real-time map, all the way down to a final 15 minute timeslot.

 

Choose "in-flight" options:
As well as keeping you informed at every stage of the journey, DPD provide access to a suite of options both on the day of delivery and the night before, allowing customers to take delivery of their goods in a way that suits them. If you wish to reschedule, you can:

  • Select an alternative delivery date
  • Opt for delivery to a nominated neighbour
  • Have the parcel left in a safe place
  • Divert to a DPD Pickup Point.

DPD Pickup:
With DPD Pickup, you can choose to have your order delivered to the nearest DPD Pickup point at the point of shipment notification. Or if you’re suddenly not going to be at home for a delivery, an 'in-flight' option is now available through the text and email notifications, by which the delivery can be diverted to a local DPD Pickup point.

Remember, diverting to a pickup point  ‘in-flight’ might extend your delivery schedule depending on location.

 

Overseas Customers:
For the time being we can only transact within the UK, so if you are an overseas buyer please do not order from our website Unless you have a bona-fide UK address that your card is registered to and that we can deliver to.

 

 

Returns Information:

 

It's a bold step for any fashion company to take but our philosophy is:-

"Buy less, choose well." (Vivienne Westwood)

Buying without trying will always be difficult, which is why we operate a smooth and easy returns policy and why SFNSHOP doesn't subscribe to the current buying trends of OOTP & UBDR - (outfit of the day & using bedroom's as dressing rooms) These trends led by "serial returners" are resulting in thousands of extra truck & van journeys a day which are further polluting our atmosphere and causing millions of pounds of perfectly great clothing to be destroyed. Some people can't even afford new clothes.... and if you believe fashion should be ethically sourced, you can help by making sure it's ethically bought too.

To help ensure your goods arrive in perfect condition, everything we send out is looked at, inspected and carefully packed by someone who cares.

If you are not satisfied with your purchase for any reason, you can return it for any reason & you don’t have to give a reason……but if the goods arrived faulty we’d really like to know so that we can punish the warehouse! 

 

  • You can return an item(s) to us within 14 days of receipt, providing they have not been worn, used, washed, are complete with all tags and labels and are complete with all original packaging in fully resaleable condition. Goods are not sold on a trial basis.

  • When trying on clothes, make sure you don't let any makeup, deodorant or perfume leave a mark or scent. Marked and smelly clothes will not be accepted for return.

  • Unless stated otherwise in the product description, we are unable to accept returns or any items of pierced jewellery or accessories, or underwear and swimwear if the hygiene strip has been tampered with or removed.

  • We reserve the right to refuse a return if we have cause to believe these conditions have not been met and you will be contacted to arrange re-shipment 
  • Because many of our products are one offs or exclusives we do not offer exchanges. All items are returned for Refund which will not include any incurred return shipping costs or the cost of the original postage and packaging.
  • We can only perform a refund to the payment method used for the transaction and refunds are usually processed within 3 working days of receipt & acceptance of goods at our warehouse.

  • TRADE CUSTOMERS: If you are a trade customer buying from our Wholesale site returns are only accepted if goods are incorrect, faulty or damaged. All goods must be in their original packaging. Goods are not sold on a trial or sale or return basis.

 

Returns Procedure:

  1. Sign into your account, and in the menu click Orders and click the Returns tab of the order you wish to action and check the item(s) you wish to return on the order.

  2. Click the Order Details tab to Print out a copy of your order, mark the item(s) you are returning, fold it to show our returns address and attach it to the outside of the package.

  3. Ship the package back to us in suitable outer packaging, using a Trackable Method so you get a proof of delivery to us. We cannot accept responsibility for items lost or damaged in transit.

Returns Address:

The Secret Fashion Network Ltd (SFNSHOP)
54 Clarendon Road
Watford
Herts
WD17 1DU

 

Alternatively, if you can’t access your account or are having trouble, just call our customer service team to obtain a returns number and we’ll help you arrange everything.

SFN Team Contact Tel: 01923-587715

 

Returns & Reward Points:

Remember that every time you purchase from us you earn Reward Points that can be used against further purchases. If you return an item the reward points earned will be deducted, so before you make a return, weigh up whether the loss of points is worth it. E.g if you kept the item and used it as a gift for someone instead, you’d keep your reward points, which you can then use against further purchases.

(See the Reward Points tab at the foot of the page to learn more)