Faqs

QUESTIONS

ANSWERS

PRODUCT

• 1. FREQUENTLY ASKED QUESTIONS

1.1 Where is my order?

To check the status of your order, go to 'My account'. Go to the 'My orders' section and you'll be able to see the status of all your orders. If you have any queries, please email our Customer Service department at womensecret@womensecret.com

1.2 How do I return a product?

You have 30 days from receipt of the order to make a return or cancellation. Tendam will refund you the corresponding amount within 14 calendar days, starting from the date on which its staff were informed of the return.

The refund will be made to the same payment method used for the purchase. However, we may withhold the refund until we receive the items, or until you have presented proof of return of the items, depending on which arrives first.

1.3 How do I cancel / modify an order?

Online orders can't be cancelled or modified once you've made a payment. If you ultimately decide you don't want your order, you need to wait for it to arrive and then return it in the usual way.

1.4 How do I apply discount codes? *FROM SPAIN

For discounts associated with codes, you must apply them in your shopping bag in the section ‘Do you have a discount code?’ The rest of the promotions or discounts associated with Club, birthdays… you can apply them in section two of the payment gateway. 

1.5 What should I do if I have a problem with my order?

1. A) I HAVEN'T RECEIVED MY ORDER. WHAT SHOULD I DO?

To check the status of your order, go to 'My account'. Go to the 'My orders' section and you'll be able to see the status of all your orders. If you have any queries, please email our Customer Service department at womensecret@womensecret.com

1. B) WHAT HAPPENS IF I DON'T RECEIVE AN ITEM FROM MY ORDER?

The number of items on sale are those estimated to be in stock at that given point in time. Tendam will do everything in its power to supply all items ordered by all customers. However, certain cases may arise where, due to causes beyond Tendam's control like human errors or IT system incidents, we might be unable to provide an item(s) you ordered.

If an item is not available after an order has been placed, you will be duly notified via email or telephone. And you will be entitled to a partial or full cancellation of that order.

1.6 I still have doubts, can I contact you?

Of course. If you have any questions, please email our Customer Service department at womensecret@womensecret.com

2.1 How much are the shipping costs?

Shipping costs may vary depending on the total purchase and shipping address. Shipping will be free of charge in certain cases.

2.2 How long does it take for my order to arrive?

2.3 Will I know in advance when the order will arrive?

You'll be sent a delivery notice the day before receiving the order, and another in the day the order arrives to the destination. 

2.4 Where can I receive my order?

You can choose to have your order delivered to your home, or have it collected at a designated pick-up point, or your nearest store.

2.5 My order has not arrived, what can I do?

To check the status of your order, go to 'My account'. Go to the 'My orders' section and you'll be able to see the status of all your orders. If you have any queries, please email our Customer Service department at womensecret@womensecret.com

2.6 What happens if I am not home when my order arrives?

If you're not at home when the courier tries to deliver your order, they'll send the order to the nearest Pick-up Point and notify you with the steps to follow to collect it. 
The courier company will make 2 delivery attempts before sending your order to a collection point.

Customers' orders will be available for collection for a maximum of 7 days (from the date the order arrives at the shop), except as otherwise provided for under applicable regulations. If after this period the order has not been collected, it will be returned to the warehouse, and you will receive a refund of your money. 

2.7 What should I do if I have a problem with my order?

The number of items on sale are those estimated to be in stock at that given point in time. Tendam will do everything in its power to supply all items ordered by all customers. However, certain cases may arise where, due to causes beyond Tendam's control like human errors or IT system incidents, we might be unable to provide an item(s) you ordered.

If an item is not available after an order has been placed, you will be duly notified via email or telephone. And you will be entitled to a partial or full cancellation of that order.

If the order exceeds the estimated delivery time they can contact customer service through our email womensecret@womensecret.com.

3.1 I am not satisfied with my order; can I return it or exchange it?

You have 30 days from receipt of the order to make a return or cancellation. Tendam will refund you the corresponding amount within 14 calendar days, starting from the date on which the items get sent back to our warehouse.

3.2 How can I return or exchange a product that I have bought online?

You have 30 days from receipt of the order for any return or withdrawal. Tendam will refund the corresponding amount within 14 calendar days from the date on which its staff were informed of the return.

The refund will be made by the same payment method used for the purchase. However, we may withhold your refund until we receive the items, or until you have presented proof of return of the items, depending on the order of arrival.

1. A) RIGHT OF WITHDRAWAL
2. PHYSICAL STORE

Fee: Free

Procedure: Show the receipt (printed or on your phone) that you received in the confirmation email after your order, along with the item to be returned. In addition, if you paid shipping costs during your initial purchase, you will have to return all the items in your order and make the return to a physical store using the clickshopping tool, request a refund of these costs with the rest of the order.

2) AT HOME:

Costs: The cost of sending the order back to Tendam will be borne by the customer.

Procedure: Go to your order information to request a refund and follow the steps provided. If you made your purchase as a guest, you can access it from the link in the confirmation email. Also, if you paid a shipping fee when you made your original purchase, and you are returning all items in your order, please contact our customer service team to have these fees refunded to you, here.

1. B) RETURNS (for defect or defect)

1) PHYSICAL STORE

Fresh: Free

Procedure: Show the receipt (printed or on your phone) that you received in the confirmation email after your order, along with the item to be exchanged. In the event of a shipping error (wrong item or other error), the return cannot be made in a physical store.

2) AT HOME

Fresh: Returns due to a defect, defect or shipping error do not involve any cost to the customer.

Procedure: Go to your order information to request a refund and follow the steps provided. If you made your purchase as a guest, you can access it from the link in the confirmation email. You will need to send us to womensecret@womensecret.com pictures of the item where we can see the defect, after evaluating the case we’ll let you know what to do next.

3.3 My order is a gift; can I return it or replace it if I do not like it?

The gift voucher included in gift orders allows you to change size and/or colour. For other exchanges or returns, it will be necessary for the buyer to provide the original purchase ticket, which can be downloaded in ‘My account > My orders > View order > Purchase ticket’ and continue with the process explained in ‘How can I return or exchange a product that I have bought online?’ of these FAQs. 

4.1 What benefits do I get if I register?

Once you've registered, you'll be able to enjoy the following advantages:

• You won't have to keep entering your shipping details every time you buy something.
• You'll be kept up to date on our exclusive promotions, discounts, and much more, if you select so.

4.2 How do I register?

To register, go to the 'Register me' link in the top right corner of this page. It's simple - all you need to do to create your new womensecret.com account is fill in some personal details.

4.3 I have forgotten my password. What can I do?

If you've forgotten your password, just click 'Login' at the top right corner of the page, and then click 'I've forgotten my password'. Enter your email address and we'll send you an email to reset your password.

4.4 Once I've registered, how can I change my information?

Login on womensecret.com and go to 'My Account' at the top right corner of the page, and you can access the platform where you can amend any details you need to.

4.5 I don't want to receive further email communications. How can I indicate this?

If you want to stop receiving our email communications, just go to 'My Account', select 'Edit my details' and uncheck the 'I want to receive the latest from Women'secret by email' box at the bottom of the page.

5.1 What is included in the price?

All prices shown on our website are inclusive of VAT and other local taxes. However, they do not include postage, details of which are listed separately.

5.2 I want to buy an item that is not available. What can I do?

Items that are not in stock on the online store are not normally shown as available for purchase. However, you may call any of our physical stores to see if they have the item you are looking for in stock. Find your nearest store in the Tendam Store section.

5.3 How do I order something in-store that I saw online?

If the size or colour you are looking for is not available in the online shop, you can try to get it in any of our Women’ Secret shops in Belgium. Write down the reference number that appears at the end of the description on the product page. With these 7 numbers and the colour and size you can ask the staff in our shops to help you find the item.  

5.4 How do I find a product in the online store that I found in a physical store?

To look for an item on womensecret.com you can use the search engine on the top right-hand side of the page. Just enter the pattern number that you will find on the garment label. Enter these 7 numbers and click on ‘Search’. You can also search for the item using the product categories on the left side of the page.  

You can choose from the following options to pay for your purchase:

• Credit card: VISA, Mastercard, American Express
• Debit card: Visa Electron, Visa debit, Mastercard debit, Maestro
• PayPal
• Bancontact
• Google Pay
• Apple Pay

• When is the payment processed?

Payments will be made at the time of ordering. The total will be made up of the price of your items and the corresponding shipping costs, which will be excluded from any discounts applied in the case of promotions.

• The payment has failed, what can I do?

Firstly, please verify the payment method used and check with your bank for any issue. If nothing is found, please email our Customer Service department at womensecret@womensecret.com and we can check what the issue was as soon as possible.

• What happens if I discover fraudulent use of my card?

If you believe that your card has been used fraudulently, please alert your bank as soon as possible about this issue. After, please do not hesitate to contact our customer service by email at womensecret@womensecret.com.

• Is it possible that I do not receive the purchased item?

At Tendam, the items offered for sale reflect the stock available at any given time. Although we will do our best to send all the products you order, it is possible that due to human error or incidents in our systems we may not be able to deliver an item. If this happens, we will inform you as soon as possible and proceed to refund the amount of the unavailable product. If you notice that an item is missing from your order and we have not notified you, please contact our Customer Service Department so that we can check it and process the refund. 

• I have a discount code, when can I apply it?

For discounts associated with codes, you must apply them in your shopping bag in the section ‘Do you have a discount code?’ The rest of the promotions or discounts associated with Club, birthdays… you can apply them in section two of the payment gateway. 

7.1 Where can I benefit from the advantages of the WOW Club?

In all Women'secret shops and online in countries with Euro currency where the Loyalty Club is implemented. You will have to identify yourself as a WOW member every time you make a purchase in any of our shops and online. As for WowMoney, you can accumulate it in any of these countries, but you can only redeem it in the country in which you have registered. 

7.2 How can I become a member of the WOW Club?

You can become a WOW member with your purchase at any Women'secret shop in Belgium, at the end of your online order at womensecret.com or sign up through our APP.  

7.3 Do I get special conditions for online deliveries as a member?

If you are a member of the WOW Club of Belgium, you have home delivery, office delivery or wherever you want with no minimum purchase for only 1€! And for purchases of 30€ or above, they are always free, after having applied any discount, you may have.

7.4 How can I access the exclusive content for members on the WOW Club website?

To access these exclusive contents for WOW members, you just have to log in with your email and password in the login section. If this is the first time you enter, you must register. 

7.5 How can I find out how much WowMoney I have accumulated?

You have different ways to consult it: through the section ‘Your WowMoney’, in any of our shops or by contacting Customer service via email wow@womensecret.com 

7.6 How much time do I have to redeem/use my WowMoney?

You have six months to enjoy your WowMoney, from your first purchase or from the last time you used the points. You have to spend it in its entirety, in a single purchase of equal or greater amount. If the value of the items is less than the WowMoney you wish to redeem, you will lose the remaining part of your WowMoney. 

7.7 What if I use my WowMoney on a purchase and then want to return an item?

In case of return of a garment for which you have used WowMoney, it is refunded on the spot as follows: the WowMoney used for the purchase is divided proportionally among the total of the items on the ticket and the amount corresponding to the returned item is refunded to you by charging it to your membership card. 

7.8 Can I purchase or use the gift card with my WowMoney or with a Club discount?

When purchasing a gift card, you can accumulate WowMoney, but you cannot use it or any other member discount. When paying by gift card, WowMoney or any other member discount cannot be accrued or used. 

8.1 Mi pedido es un regalo, ¿puedo pedir que llegue envuelto en papel de regalo?

No, but you can add a personalised message to your order. Select the option “Is it for gift?” when entering the shipping information in the payment gateway. The package will include only the gift voucher, so for exchanges or returns in store you will need to send the purchase receipt to the person receiving the gift. 

8.8 I still have doubts can I contact you?

If you have any questions, please email our Customer Service to womensecret@womensecret.com  

8.9 Error in postal code. What to do?

If the website does not recognize your postal code, you should send an email to our customer service: womensecret@womensecret.com with a “printscreen” so that our team can check the error. 

8.10 Invoice

To receive an invoice, you must select the option “I need an invoice” on the payment section, if you made the purchase and didn’t select the option, you must log in, open “my orders”, select the order and it will give the option to ask for an invoice. If none of this works, please contact us through womensecret@womensecret.com.