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Free worldwide shipping for orders $100 and up!
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 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.
Free shipping on orders $100 CAD and above is offered to all shipping destinations worldwide. 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 the following business day. 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.
All beauty, intimate, swimwear, 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
1 Water Street
Vancouver, BC V6B 2H9
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.
Returns in Store
For those in Metro Vancouver, returns or exchanges may be processed in store. Please bring the item(s) along with the receipt to our storefront at 1 Water Street within 7 days of receiving your order to return or exchange. Approved returns are entitled to a refund (including applicable taxes) and will be credited to the original method of payment. All exchanges are based on stock availability. A refund will be granted if the item you wish to exchange is out of stock.
