DUE TO SUMMER CLOSURE, ORDERS PLACED BETWEEN JULY 18-31 WILL SHIP ON AUGUST 1. Free shipping within Canada for orders $100 and up!

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  • CUSTOMER SERVICE

    Our Customer Service team is available to assist with product enquiries, shipping and return/exchange issues, or any technical support questions you may have.

    email: service@secretlocation.ca
    phone: (001) 604.685.0090

    SIZE CHART

    Size charts are intended to be a general guideline. Sizing will vary between brands. If you need assistance selecting the proper size, please contact Customer Service.

    SHIPPING

    Free shipping on orders $100 CAD and above is offered to all shipping destinations within Canada. Expedited options are offered where applicable for an incremental fee. This offer includes all products currently on display in our online store. This offer is subject to change at any time without notice, see exceptions below.

    Orders will be processed and shipped within three (3) business days. Orders shipped within Canada will be sent via Federal Express. All international orders will be shipped via DHL. Shipping costs are calculated based on your delivery location, and are exclusive of customs duties and fees.

    Import duties and fees are the responsibility of the recipient. Please be advised that payment of these charges may be required prior to releasing your order from customs upon arrival. We are not responsible for shipments returned as a result of unpaid import duties and fees and will not issue refunds under these circumstances.

    Free Shipping Exceptions NOTE: Some delicate, oversized or unique items in our store require special handling for shipping. Items that require special handling are clearly indicated in the product description. Prior to purchase, please contact us directly to arrange shipping. 

    RETURNS AND EXCHANGES

    All bath and body, fragrance, oral care, vintage and sale items are final sale and cannot be returned or exchanged.

    To return or exchange an item, please request a Return Authorization (RA) number from Customer Service. Once you have received the RA number, please send your item(s) to the below address within 7 days of receiving your order, quoting the RA number:

    Secret Location
    #303 - 134 Abbott Street
    Vancouver, BC V6B 2K4
    Canada

    Please note items must be returned new, unused, and with all tags attached. Returns that are damaged, altered, or soiled will not be accepted and may be returned to the client.

    Once your return is received and inspected, an email notification will be sent advising approval of your refund. The amount to be refunded (including applicable taxes) will be credited to the original method of payment within 10 business days.

    If you wish to exchange an item, please notify Customer Service upon request of an RA number. All exchanges are based on stock availability. A refund will be granted if the item you wish to exchange is out of stock. At this time, we are only able to offer size exchanges. If you wish to exchange your item for an alternate style, please return it for a refund and purchase the alternate style in a separate transaction.

    All shipping costs associated with returning or exchanging goods are the responsibility of the purchaser.