Secret d'Or

Q: What is Secret d’Or?
A: Secret d’Or is an online platform providing exclusive access to some of the world’s most coveted independent brands. We pride ourselves on curating pieces, which are rare, innovative and highly desirable. Our products include Clothing, Footwear, Jewellery, Accessories and Home & Lifestyle goods.


Q: How do I buy a product on Secret d’Or?
A: Once you have found an item that you would like to buy, just click the ‘Add to Bag’ link and this will put the item in your ‘Bag’. If you have finished shopping and would like to check-out then please just click on ‘Bag’ and you will see a list of all items in your bag. Select ‘View Cart’ to move forward.

Here you can alter your order by changing quantities, deleting items and adding promotional codes etc. Once you are happy click ‘ Proceed to Checkout.’ Here you have a simple flow system whereby you enter your billing and shipping information. Our system will automatically calculate your shipping fees (as per the designer guidelines and your shipping address.) You can then pay securely through our website.


Q: Can I pay safely and securely on Secret d'Or?
A: You can buy unique fashion from exclusive independent designers on Secret d’Or, knowing that the team has vetted our designers for the highest standards of quality and customer service. Secret d’Or handles the payment and acts as an intermediary between yourself and the designer so you can rest assured that we will always bethere to help in the uncommon event that something goes wrong. All payments are done through PayPal, which is the fastest and safest way to pay online without sharing financial details.


Q: What is the delivery policy at Secret d'Or?
A: Secret d'Or is an online marketplace which means we do not handle the shipping directly. Each designer has their own shipping and delivery policies specific to individual products. Please check these before completing a purchase to ensure they match your requirements and that the designer does ship to your area. Rest assured however, most of our designers here at Secret d'Or do ship worldwide. If you are still unsure and would like to make a request, please contact the seller directly via the Secret d'Or messaging service.


Q: How do I change my account details?
A: Easy. Once you are logged in, just click on MY SECRET D’OR on the top right-hand side and you will be taken to your customer dashboard page. Click on ‘My Account’ to change your password. You can also check your orders, shipping addresses and a whole host more through this area.


Q: How do I search for a product or designer on Secret d'Or?
A: There are multiple ways you can search for a product or designer on Secret d’Or. Firstly you can navigate the website by browsing through the categories at the top of the web page, and narrowing your search down to specific products, this also gives you the option to search products via your favourite designers. This means you can refine your search to find exactly what you are looking for.

You can also find a product by going directly to the seller’s page and browsing through the designerscollection. If you know exactly what you are looking for, you can use the search bar provided to type in the product or designer name, and we will find you everything related to that specific search. Easy Peasy! Once you have found what you are looking for, click add to shopping bag, and continue shopping, or go directly to payment.


Q: What do I do If I have forgotten my username or password?
A: Just click ‘Forgot Password’ and a link will be emailed to your registered address to make changes.


Q: What do I do if I am not happy with an item I have received?
A: Simple. To get a resolution to your problem please contact the designer directly through our site regarding there detailed returns and refund policies. We are confident that sellers will almost always provide a swift and satisfactory solution to the problem as the minimum requirement for our designers is refund or exchange within 14 days of receipt.

If you do not receive a response and you believe that you have genuinely been misled by the item description and/or condition, then you may file a transaction report with us. We will do our very best to make sure that you are happy.


Q: What do I do if my order doesn't arrive?
A: To get a resolution to your problem, please contact the seller directly through our site. We are confident that sellers will almost always provide a swift and satisfactory solution to the problem. If you do not receive a response and you believe that you have not been sent the items you purchased you may file a transaction report with us.


Q: Why is it necessary that I register before I can buy anything?
A: Here at Secret d’Or we wish to provide our designer partners with a safe trading environment. They should feel confident that they are showcasing their work to registered customers who respect the integrity of their work. Additionally, being a registered member at Secret d'Or allows you to keep track of orders and purchases, and also benefits you as a customer. Secret d'Or recommends your favourite designers and products relevant to your most recent purchases and searches.


Q: Where do Secret d'Or designers ship their products to?
A: The majority of our designers ship worldwide. All shipping costs will be calculated at checkout when you have entered your shipping address and automatically worked out for you. Many of our designers offer free standard global shipping.


Q: Do you have any information on international size guidelines?
A: Many designers provide international size comparison charts in their ‘Size Specification’ tabs on the product detail page.


Q: Can I get products made to measure?
A: Some of our designers offer a ‘Customize Me’ option whereby they highlight it they can offer a level of customization. You will be required to enter in the relevant details/measurements they ask for in order to help them do this.


Q: What is the gift wrapping option?
A: Many of our designers offer there item packaged in an impressive gift box. You may also be able to create a short message for the designer to print and add as a tag to your gift.


Q: Are there ever additional charges on an order upon delivery?
A: If you are an overseas buyer you may be subject to import duties and taxes, which are levied once the package reaches your country. Any additional charges for customs clearance must be covered by you; we have no control over these charges and unfortunately can’t predict what they may be.

Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from a seller at Secret d’Or, you are considered the importer of the item and must comply with all laws and regulations of the country in which you are receiving the goods.


Q: What if I need to contact someone from Secret d’Or?
A: Please email us and a member of our 24/7 customer service team will come back to you as soon as possible: info@secretdor.com

 

     
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