Shipping policy

Shipping Policy

Secrets by Sorellas®

This Shipping Policy applies to all orders placed with Secrets By Sorellas Limited.

Shipping Locations

We currently ship within the United Kingdom only.

At this time, we do not offer international shipping.

Made-to-Order Luxury Hair Extensions

Our luxury hair extensions, including products sold under the Secrets Seamless® collection, are made to order to ensure the highest quality, consistency, and finish.

    •    Made-to-order hair extensions may take up to 3 weeks to be prepared prior to dispatch

    •    This timeframe is in addition to the delivery service selected at checkout

    •    Made-to-order status will be clearly stated on the relevant product page

By placing an order for made-to-order products, you acknowledge and accept this extended processing time.

Pre-Orders & Out-of-Stock Items

Occasionally, certain products may be offered on a pre-order basis due to high demand or temporary stock shortages.

    •    Pre-order items will have extended dispatch timeframes, clearly stated on the product page at the time of purchase

    •    Estimated dispatch dates are provided as guidance only and may be subject to change

    •    If your order contains both in-stock and pre-order items, your order may be dispatched together once all items are available, unless stated otherwise

Order Processing (In-Stock Items)

    •    Orders for in-stock items are processed Monday to Friday, excluding UK public holidays

    •    Processing time is typically 1–3 business days

    •    During launches, promotions, or peak periods, processing times may be longer

Once your order has been processed, it will be dispatched and you will receive a shipping confirmation email.

Delivery Services & Timeframes

All orders are shipped using Royal Mail Tracked services.

Available delivery options:

    •    Royal Mail Tracked 48 – aims to deliver within 2–3 business days after dispatch

    •    Royal Mail Tracked 24 – aims to deliver the next working day after dispatch

Delivery times are estimates only, are not guaranteed, and are calculated from the date of dispatch, not the date of order.

Shipping Costs

Shipping costs are calculated at checkout and displayed before payment is completed.

Any promotional or free shipping offers will be clearly stated on our website.

Tracking

Tracking details will be provided via email once your order has been dispatched.

Please allow up to 24 hours for tracking information to update.

Incorrect Addresses

Customers are responsible for ensuring all delivery details are entered correctly at checkout.

We cannot be held responsible for:

    •    Delays caused by incorrect or incomplete addresses

    •    Orders delivered to an incorrect address provided by the customer

If an order is returned to us due to an incorrect address, additional shipping charges may apply to resend the parcel.

Lost or Delayed Parcels

If your order appears to be delayed or lost, please contact us at

support@secretsbysorellas.com with your order number.

While we will assist in investigating with Royal Mail, delivery delays caused by third-party couriers are outside of our direct control.

Failed Deliveries & Returns to Sender

If a delivery is unsuccessful and returned to us:

    •    We may contact you to arrange redelivery (additional charges may apply), or

    •    Issue a refund excluding original shipping costs, provided the product remains unopened and sealed in line with our Returns & Refunds Policy

Sealed Products & Hygiene Notice

Many of our products are supplied sealed for hygiene reasons.

Please inspect your parcel before opening.

If there is visible damage to the packaging, contact us immediately and do not open the product.

Opening or unsealing products may affect your right to return.

Contact Us

If you have any questions about shipping, please contact: support@secretsbysorellas.com