Due to the intimate nature of lingerie, we adhere to the following return policy:

As all products sold by Secret Land Lingerie are intimate apparel, we are unable to accept returns, exchanges, or refund requests once an order has been shipped. This policy is in place for hygiene and health reasons and helps ensure that every customer receives brand-new, unworn, and hygienic products.

We highly value customer satisfaction, so we recommend that you carefully review product information, size guides, and images before making a purchase to ensure you select the right size and style.

If you have any questions, our customer support team is ready to assist you with guidance. For orders with incorrect color or size selections, you can contact our customer service via WeChat or email at info@secretland.ca to make corrections before the order is shipped. Once the items are shipped, changes cannot be made.

If you discover any product discrepancies or errors in your order upon receiving the lingerie products, please contact us within 48 hours of receiving the goods. We will promptly assist in resolving the issue and ensuring your satisfaction.

Shipping Address & Failed Deliveries

Please ensure that your shipping address, recipient name, and contact information are accurate before placing your order.

1. Incorrect Shipping Address Provided by the Customer

If a parcel is lost, undeliverable, or delivered to the wrong address due to incorrect or incomplete shipping information provided by the customer, we are unfortunately unable to cancel the order or issue a refund, as the shipment has been processed based on the information provided at checkout.

2. Delivery Attempt Failed (Correct Address Provided)

If the shipping address provided is correct but the parcel cannot be delivered (for example, due to no one being available to receive it or repeated failed delivery attempts) and is returned to our warehouse, we can offer either a full refund or order cancellation once the parcel has been successfully returned and inspected.

Please note that a $35 restocking and processing fee will be deducted from the refund to cover the costs of return shipping, handling, and restocking before the remaining balance is refunded to your original payment method.

Secret Land Lingerie is committed to providing the highest quality products and services to every customer, and we sincerely hope you understand and support our return policy. If you have any questions or need further assistance, please feel free to contact our customer support team. Thank you for your understanding and support!