Faqs

QUESTIONS

PRODUCTS

REGISTRATION

ONLINE ORDER

AFTER-SALES

STORE LOCATOR

ANSWERS

PRODUCT

  • 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.

  • 2. I WOULD LIKE TO BUY AN ITEM THAT IT IS NOT AVAILABLE

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.

REGISTRATION

  • 3. HOW TO REGISTER ON WOMENSECRET.COM

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.
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. HOW TO CHANGE YOUR DETAILS AND STOP RECEIVING COMMUNICATIONS

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.
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. I'VE FORGOTTEN MY PASSWORD. WHAT SHOULD 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.

ONLINE ORDER

  • 6. SHIPPING METHODS, DELIVERY TIME AND COSTS

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

STORE DELIVERY
 Orders > €50 – FREE
4 – 6 days

HOME DELIVERY
 €3,95
4 – 6 days

COLLECTION AT PICK-UP POINT
 €2,99 Price > €50 - FREE
5 – 7 days

- Home delivery: Remember, you can provide us with a delivery address that's different from your billing address.  
You'll be sent a delivery notice the day before receiving the order, and another in the day the order arrives to the destination. 
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

- Store delivery: You can collect your order from your chosen Women’secret shop in Belgium. At the moment we're unable to offer collection service at all of our shops but you can check this when ordering. Once your order arrives in the shop, you'll receive a notification, so you can collect it. 

Customers' orders will be available for collection for a maximum of 15 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. 

- Collection at pick-up point: The order will be held at the collection point for 7 days

  • 7. PAYMENT METHODS

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

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. You will receive proof of purchase by email, and you can also check the 'My account' > 'My orders' section if you logged in as a registered user to purchase your items.

  • 8. PAYMENT ERROR

Email our Customer Service department at womensecret@womensecret.com and we can check what the issue was as soon as possible.

  • 9. FRAUDULENT USE OF YOUR CARD

If you think your suspect your card has been used in a fraudulent way, you should let us know as soon as possible by emailing our Customer Service department at womensecret@womensecret.com.

  • 10. FIND YOUR SIZE

If you're not sure what size you are, each item has a size guide for different product categories which can help you decide. It's that easy!

  • 11. HOW TO REQUEST A GIFT ORDER - TEMPORARILY SUSPENDED

You can now send a gift parcel directly to whoever you want. You can add a message! Select the 'Prepare for gift' option in the first stage of 'Shipping' on the payment platform.

  • 12. POSTCODE ERROR. WHAT SHOULD I DO?

If the website doesn't recognise your postcode, please email Customer Service at womensecret@womensecret.com with a screenshot so that our team can add the postcode to the system.

  • 13. TAX INVOICE

To obtain a tax invoice, please email Customer Service at womensecret@womensecret.com indicating your tax details (name, ID/DNI, full address, and telephone number) and our accounting department will issue it in due course.

AFTER-SALES

  • 14. ISSUES WITH MY ORDER

  • 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

  • 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.

  • 15. HOW TO CANCEL AN ONLINE 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.

  • 16. EXCHANGES AND REFUNDS FOR PURCHASES MADE ONLINE

  • We've extended our returns period until 9 January! If you make a purchase between 27 October and 9 December, you have until 9 January to return 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 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.

STORE LOCATOR

  • 17. HOW TO USE THE STORE LOCATOR

Remember, if the item you're interested in isn't available on the website, you can always search to see if we have it in our physical stores. Find your nearest Women'secret store with our Store locator.