Returns & Refunds

Mystery should apply to the box, not to the return rules.

Seven-day request window

Return or exchange requests must be submitted within 7 days after the order is marked delivered. Contact hello@itssecretlyyours.com with the order number, the item involved, and the reason for the request. Include clear photos when an item arrived damaged, defective, or incorrect.

Items that are not refundable

Except where required by law, refunds are not available for items that have been worn, washed, used, altered, damaged after delivery, or returned without required tags, seals, or original packaging. An item is also not refundable solely because the customer does not like the style, color, or surprise selected for the box.

Customer-provided sizing information

Items are not refundable when the sizing issue was caused by inaccurate measurements, sizes, fit preferences, or questionnaire information supplied by the customer. Customers should review the Size & Fit Guide and update the questionnaire before ordering whenever their information changes.

Damage, defects, or store errors

Verified damage, defects, incorrect items, or sizing errors caused by the store will be reviewed for replacement, exchange, store credit, or refund, depending on the circumstances and available inventory.

Return shipping charges

Responsibility for return shipping depends on the reason for the return. The store will cover reasonable return shipping for a verified damaged, defective, incorrect, or store-mis-sized item. For other approved returns, the customer may be responsible for return shipping. The applicable arrangement will be confirmed before an item is sent back.

Exchanges

Exchange eligibility is decided case by case based on the reason for the request, item condition, hygiene requirements, submitted sizing information, and available inventory. An exchange is not guaranteed until it is approved in writing.

Mystery-box contents

A preference for a different color, style, or surprise is not a defect. Refunds or exchanges are not available solely because the exact contents were unexpected, provided the box followed the product description and submitted exclusions.

Cancellations

Cancellation requests are accepted within 24 hours of purchase. Requests received after 24 hours are not guaranteed and may be declined once curation, packing, or fulfillment has begun.

Refund timing

Approved refunds are issued to the original payment method after the request and, when applicable, the returned item are reviewed. Financial institutions may require additional time to post the credit.