FAQ

How do I choose the size for me?

To find your size check our 'sizes chart' click SIZE CHART on the product page, which converts your body measurements into Official Secret clothing sizes. Please note these values refer to the measurements of your body and not to the size of the product, as these can vary depending on the fit of the garment and the materials. We advise you to pay particular attention to the fit indicated in the Product Sheet (eg. oversize, skinny, regular fit).

What is the composition of the garment?

In each product page, it is possible to consult a brief description showing the composition of the garment.

How can I wash it?

To make sure the items you purchase last a long time and maintain their beauty, always check the label on the garment and follow the wash instruction mentioned.

How can I place an order?

Buying on Official Secret Online Store is fast and immediate. You can complete a purchase without registering. However, We advise you to create an account to access exclusive areas and services dedicated to our customers.

To purchase a product at Official Secret Online Store:

1. Select the color and size of the item from the product page.

2. Click on Add to cart.

3. Once you have finished adding your items click on the cart icon and decide when to proceed and complete your order.

4. If you are a registered user you can log in or continue as a guest and enter the shipping address and billing address.

5. Select the desired type of shipment and payment method.

6. Enter payment details.

7. Check that the details entered are correct and click on "Buy". A message in the middle of the page will inform you that the purchase process has been completed correctly. Finally, you will receive a confirmation email containing the details of the order.

What does mean a pre-order! And how it works?

New collections and restocking items are available for pre-order preview. A pre-order is the booking of an item that is not yet available in stock. For each pre-order item, the estimated shipping date will be indicated on the product sheet. If you add available products and pre-order products to the cart the entire order will be charged and shipped only when all the products are available.

What is the promotional code, and how does it work?

The discount code is provided to take advantage of special promotions; we often send promotional codes to customers subscribed to our Newsletter during special events. It can be entered at the checkout page before payment proceeding. The discount will be calculated and displayed automatically, in case your code is not working; get in touch with our Customer Service.

Create an account

Click here to create an account The registration at the Official Secret Online store is free and comes with various benefits:

- Track your orders and review past purchases.

- Create a personal wish list and share it with your family & friends or print it out

- Manage your personal data and save your preferred settings

- Manage your account details and address book

- Be invited to online events, exclusive products and special promotions

If you forgot your password, please click here RESET PASSWORD to change it or follow the 'FORGOT PASSWORD' instructions on the Login / Registration page. You will then receive a new password.

How can I delete my account?

We're sorry you want to leave us! Remember that your My Account is free and allows you to make purchases easily, take advantage of promotions and exclusive discounts. If you still want to deactivate your My Account please contact our Customer Service confirming your personal data and email address with which you registered. Once we receive this information, we will deactivate your My Account and send you an email to confirm that it has been closed.

How can I sign up for the newsletter?

You can sign up to newsletter from the each bottom Page, by entering your email address, or directly when creating Your Account.

How can I cancel my newsletter subscription?

If you no longer wish to receive our newsletter, click on the link to cancel your subscription at the bottom of each of our emails.

How can I verify that my order is confirmed?

If the order has been made correctly and is confirmed, you will be automatically redirected to the confirmation page where you will find your order number. You will receive an order confirmation to your email address with the purchase details.

How can I check the status of my order?

Log into “My Account” reserved area to view the status of your order in the My Orders section. If you are not registered, you will still receive an email when the order will be processed from our warehouse with a link to track the shipment.

Can I cancel or change the order (add or delete items)?

When you've placed and paid for your order, it's prepared for transport almost immediately. As soon as the status of your order is 'completed', you can no longer change your order. If you wish you can return the entire order or any items that you don't want using the return procedure. Please see the instructions on our Returns & Refunds.

Delivery Time

All orders will be shipped Aramex Express

GCC delivery shipping takes place on average within 2-6 working days from the shipment of the order.

EU & International delivery  Express delivery of orders takes place on average within 5-8 working days from the shipment of the order.

For orders made by credit card or PayPal, an administrative check may be required with order processing times up to 48 working hours.

***** We are committed to respecting the deadlines for deliveries, but the timing can vary slightly during the most demanding periods (including sold-off). Furthermore, sporadic technical updates to our operating system, or force majeure events (such as particularly unfavorable weather conditions) could make certain delivery services temporarily unavailable or affect the time limit for placing an order as well as the scheduled delivery times. Nonetheless, we want to reassure you that we will always continue to work to limit these changes as much as possible.

Can I choose a delivery day and/or time?

Unfortunately, you can not, it is not possible to choose a specific time and day. You can still try to contact the carrier directly to arrange a possible delivery date.

What are the shipping costs?

You can view accurate shipping costs at the checkout page before confirming your purchase.

- GCC, the shipping cost start at 15$

- For the EU, the shipping cost is start at 19$

- For rest of the world, the shipping cost start from 22$

NOTE: Accurate cost will be provided at shipping page before placing your order.

NOTE: Local taxes/VAT are not included in order, Tax, duty or VAT may apply at the arrival of your package.

How can I track the shipment of my order?

All orders are sent with a tracking shipping Number and, upon shipping, we will send you a confirmation email containing the link to track the progress of your parcel, After 24 hours from sending the order you can track the shipping status by accessing the tracking page.

PAYMENT METHODS

Official Secret Online Store accepts the following payment methods:

(i) Credit cards

(ii) PayPal

We accept the following Credit Cards: MasterCard, AMEX, and Visa. Your card will not be charged until your order has left our warehouse. In case of payment through PayPal, the amount will be charged the day of the order. When sending goods back, the amount will be credited back to your PayPal account.

PAYMENT SECURITY & 3-D SECURE

On Official Secret Online Store, every purchase is made with maximum security thanks to our third-party Cashfree. Uses secure servers and the implementation of the most advanced encryption services (SSL). We only use protected connections, as demonstrated by the "https" URL prefix and the lock symbol that appears in the browser's address bar provided by Shopify.

VAT, TAXES AND DUTIES

The prices listed on the website are in American dollars USD$, VAT, taxes and duties cannot be calculated and will need to be paid at delivery to the courier.

You will be contacted when the package arrives at Customs and presented with a separate invoice for taxes or fees owed.

How can I make a return?

If you are not satisfied with your purchase for any reason, you can return the products within 14 days from receiving the order, By using the return label, Or contact our customer service department to assist you with your return Contact us

I’ve received an item with a manufacturing defect.

We are very sorry if you have received a faulty product and we want to help you solve the problem as quickly as possible. Please contact the Customer Service as soon as you discover the defect and provide as much detail as possible (the order number, which item is defective, what the defect is, etc.). A member of the Customer Service will help you with the return process.

Contact us

How long does it take to process a return?

From the moment you've returned your order to the carrier, it can take up to 10 - 14 days before we receive your order at our Distribution Centre

When will I receive my money back?

Depending on the shipping carrier, it may take up to 14 working days (weekends and holidays excluded) for your return to reach our warehouse. Upon receipt, we will send you an email to confirm the receive of return. All refunds will automatically be issued on the payment method used to place the order. The amount will be available again in your account in 5-10 business days based on the processing time of your bank.

Need help or have a question?

Delivery

Free express shipping on all orders over $100 to GCC

CASH ON DELIVERY - ARAMEX

KSA UAE KUWAIT QATAR OMAN.