FAQ

Ordering & Delivery

How can I track my order?

Once your order has been placed and processed, you will receive a confirmation email with all the order details. This email will also include a tracking number and a direct link to track your shipment. Please note: Tracking may not be active until a few days after you place your order. So if you don't see any updates right away, don't worry—your package is already on its way. Just check back later. You can track your order at any time using the link in your confirmation email. Need help? Feel free to email us at info@chloes-secret.com – our team will respond within 24 hours, Monday through Saturday. We're always here for you.

What if my package is lost or arrives damaged?

At Chloes Secret, we take great care to ensure that every order is delivered safely. However, if an issue occurs, we will assist you promptly.

If your package is delayed or appears lost:

  • Check your tracking information using the link in your confirmation email
  • Please allow 1–2 additional business days, as minor carrier delays may occur

If there are still no updates after that, contact us at info@chloes-secret.com with your order number.

We will investigate the shipment with the carrier and, after review, provide an appropriate solution in accordance with our policies.

If your item arrives damaged:

Please contact us immediately and include clear photos of the item and packaging. We will review the case and arrange a suitable resolution.

I received the wrong item – what now?

We’re sorry for the inconvenience.

If you received an incorrect item (wrong product, size, or color), please contact us within 7 days of delivery.

Email us at info@chloes-secret.com and include:

  • Your order number
  • Clear photos of the item and packaging
  • A brief description of the issue

After reviewing your request, we will provide instructions and resolve the issue in line with our Return & Refund Policy.

My order was marked as delivered, but it hasn't arrived.

We know how annoying this can be—but don't worry, we're here to help. Here's what you should do first Check your surroundings: Sometimes packages are left in the mailbox, outside the door, in the garage, or with neighbors. Wait a few hours: Sometimes the delivery person marks the package as “delivered” too early. Ask your roommates/family: Maybe someone else accepted the package. Contact the delivery service/post office: They often have additional information. If your package still hasn't arrived 24 hours after the delivery notification, please send us an email atinfo@chloes-secret.com with your order number. We will investigate the case and do everything we can to locate your package or send you a replacement.📧 info@chloes-secret.com

Returns & Refunds

What is your return policy?

You may request a return within 30 days of receiving your order.

Return conditions:

  • Items must be unused and unworn
  • Items must be returned in their original packaging with all tags
  • Return shipping costs are borne by the customer

How to request a return:

Please email info@chloes-secret.com with your order number.

Providing a reason for return is optional.

Once your return has been received and inspected, your refund will be processed within 7 days using the original payment method.

Exchanges:

Exchanges are only available for defective or incorrectly delivered items.

When will I receive my refund?

Once we have received and checked your return, we will process your refund as quickly as possible. Refund process After receiving your return: Your refund will be processed within 7 days. Payment method: Your refund will be made using the original payment method. Processing time: Depending on your payment provider, it may take 1–2 billing cycles for the amount to appear in your account. Notification: You will receive an email once your refund has been processed. Haven't received your refund yet? Check your bank/credit card account. Contact your bank or payment provider – sometimes it takes a few days for the transaction to appear. Still haven't received anything? Write to us – we'll be happy to help:📧 info@chloes-secret.com