Returns and Exchanges

Each garment you order is made for you exclusively and we hope that it fits you perfectly!

However, we understand that the product may not fit you like you wanted.

In such a case, we will be happy to do an exchange for you. All you need to do is to just write to us at exchange@thesecretlabel.com mentioning the issue you are facing and the order number.

We have a 5-day window for exchanges and easy returns for store credits.

The window for exchange/return is open from the day of the date of delivery of your order.

The only thing that you have to ensure is that the product is not damaged, used or washed, and should be in resalable condition with all the original tags intact.

EXCHANGES

If you face any of the following issues with the garment received, please reach out to us and we will ensure that we do all that we can to resolve if for you:

  • Genuine sizing issues from the order (only for unused garments). We do have a detailed size chart on each product page to help you choose the correct size. But in case the garment you received still does not fit you, drop us an email mentioning the new size and we will take care of your exchange.
  • We do two rounds of checking before we ship the products to you. However, in the unlikely event of you receiving a defective, damaged, or wrong item as per order, we will certainly process a replacement for the same. You just have to send us an email with an image highlighting the defect/damage within 48 hours of order delivery.
  • All our products are specially made to order and are one of a kind. Therefore, in order to ensure fairness towards the artisans and craftsmen, we will be unable to initiate an exchange for a product that has already been exchanged once.

Products under Accessories and Home Decor category are not eligible for return/exchange, unless the products are received in a damaged condition and timely notified.

We will try our best to pickup the product to be exchanged from your registered shipping address within India. In case we aren’t able to arrange for the reverse pick up owing to non availability of the service in your PIN code, we would request you to self ship the product to shipping address shared with you via a courier partner of your choice. Please email us the courier receipt, once you ship the package, for us to be able to takeover the process. We will reimburse the shipping cost incurred by you in the form of store credits (Maximum up to Rs.150).

In case of a reverse pick up, we would request you to keep your product packed and ready with all tags and invoices and kindly cooperate with the courier agent who will be instructed to collect the package from you. Once we receive the product from you, the exchange will be processed and dispatched within the next 5 to 7 business days.

To initiate an exchange for orders delivered outside India, please write to us at exchange@thesecretlabel.com within the exchange window. You will be requested to have the garment(s) shipped to the address shared with you. The shipping & customs charges will be borne by the customer. The exchange will be processed in about 7 to 10 business days of us receiving the garment(s) from you.

RETURNS

Our shipments are carefully inspected before being shipped to you. However, in case you are not satisfied with your purchase, all you have to do is follow the simple instructions below:

  • Initiate the process within 5 days of order delivery by writing to us at exchange@thesecretlabel.com, mentioning the order number and the issue you are facing with the item delivered.
  • The items must be unused, unworn, unwashed and undamaged.
  • Retain the original packaging by keeping the tags, labels if any, intact.
  • Cooperate with us in our efforts to ensure that the product is delivered back to us within 10 days of order delivery.

We will try our best to pickup the product to be returned from your registered shipping address within India and will deduct the shipping fee of Rs.150 from the store credits shared with you. In case we aren’t able to arrange for the reverse pick up owing to non availability of the service in your PIN code, we would request you to self ship the product to the shipping address shared with you via a courier partner of your choice. Please email us the courier receipt, once you ship the package, for us to be able to takeover the process. We will reimburse the shipping cost incurred by you in the form of store credits (Maximum up to Rs.150).

In case of a reverse pick up, we would request you to kindly cooperate with the courier agent who will be instructed to collect the package from you.

The product received will be inspected for quality and if approved by the Quality Checking team, we will provide you with store credits worth the product value that can be used for a future purchase from the website.

To initiate a return for orders delivered outside India, please write to us at exchange@thesecretlabel.com within the aforementioned timeframe. You will be requested to have the garment(s) shipped to the address shared with you. The shipping & customs charges will be borne by the customer. Once approved by the Quality Checking Team, store credits worth the value of the returned garment(s) will be shared within 4 to 5 business days of us receiving the garment(s) from you.

All custom made orders are not eligible for return.

All returns are subject to the discretion of The Secret Label, but rest assured, as we value the satisfaction of our customers above everything else!

REFUNDS

A payment refund will be initiated in the unfortunate event of the package getting lost in transit. The refund will be applied towards the original mode of payment and the same will reflect in your account within 4 to 7 business days of the refund being initiated.

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