Delivery & Returns Policy

Secret Skin will only dispatch goods once FULL payment is received. Secret SKin does not offer goods on credit/lay-bye nor do we allow purchasing on account.

Goods will only be dispatched once payment clears and reflects in our bank account. This could take up to 3 working days.

Missing or Incorrect Items

Please notify us of any missing items, damaged products, or discrepancies with your order within 7 working days of receiving your package. This will allow us sufficient time to investigate and resolve the issue. Unfortunately, we cannot guarantee assistance with reported issues after this 7-working-day period, subject to applicable consumer protection laws.

Secret Skin delivers all parcels using a courier service. Once the item is dispatched, you will be notified with a tracking number. You may request delivery status on your parcel from us.

• Main lying areas – 1 to 3 working days
• Outline areas – 3 to 6 working days

If your parcel has not arrived within the specified time frame, do not hesitate to contact us via email: info@secretskin.co.za

We will take all reasonable steps to assist with your package. However, once the package has left our premises and is in the possession of a third-party courier, liability transfers and we cannot be held responsible for any loss, damage, or delays that may occur thereafter. 

Secret Skin will only deliver goods in South Africa. For orders from other countries other than South Africa, the purchaser must make arrangements for pick-up.

1. Subject to S56 of the Consumer Protection Act No. 68 of 2008, (“the CPA”), if you have received a product from us and found that the container (either plastic or glass), is defective or leaking, or if the pump or nozzle mechanism is defective, please contact our Customer Care at info@secretskin.co.za within ten (10) days of purchase and we will gladly collect the product at our own expense in South Africa and provide you with a refund, replacement or store credit. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
   
   
2. Some products (such as many anti-ageing creams) sold on the website contain active ingredients. Many of these products can cause transient, mild irritation of the skin upon initial use thereof. We thus recommend using these products not more than three times per week initially and then gradually increasing to daily use. If you have developed a more severe reaction to any of these products supplied by us, please contact us on our Customer Care at info@secretskin.co.za. An experienced staff member will endeavour to resolve any adverse reactions. Refunds on creams causing an adverse reaction will be judged on an individual basis.
   
   
3. Upon your order having left our premises (ie. has been shipped) if you no longer want the product(s) you have ordered, you may return it to our physical address within 5 days at your own expense. If the product is unopened and the original packaging is still intact, we will provide you with a Secret Skin Credit. We do not provide monetary refunds in these circumstances.
   
   
4. Subject to Section 56 of the CPA, the above clauses are subject to the following reasonable guidelines:
   
   Products must have been purchased directly from us. We cannot accept returns of products purchased from other retail outlets. Please return those to the store where purchased.
   
   Products must be returned within 30 days of the order date.
   
   Please include a copy of your receipt (or a note with your order #, name, email address and phone number) and your reason for returning the product(s).
   
   We cannot accept returns or issue refunds on used products.
   
   Original shipping and handling charges are non-refundable (if applicable).
   You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
   
   Products specified as non-returnable and sale items cannot be refunded.