Frequently Asked Questions
How to shop with us
- 01. Choose a product
- 02. Check your order
- 03. Log in (if you have not already done so)
- 04. Enter delivery details
- 05. Confirm your order
- 06. Complete your order
- 07. Order summary
- 08. In which countries can I shop online?
- 09. Are online prices the same as my local Women’secret store?
- 10. Can I periodically receive news about the latest arrivals and special promotions at Women’secret?
- 11. Can I unsubscribe from all email communications sent by Women’secret?
- 12. How do I know if I have successfully completed my order?
- 13. Can I check the status of my order?
- 14. What should I do if I receive a faulty or incorrect item?
- 15. How do I know what my size is?
- 16. Can I cancel my order?
- 17. Can I delete an item from my order?
- 18. My order hasn’t arrived. What should I do?
- 19. I need help, where can I get it?
- 20. How do I register for an account?
- 21. What advantages come with registering for an account?
- 22. Once registered, how do I change my personal details?
- 23. I’ve forgotten my password, what do I do?
- 24. Can I delete my account?
- 25. What payment methods can I use?
- 26. Why was my payment denied?
- 27. Can I request an invoice made out to my company?
- 28. Where can I ship my order?
- 29. Can the delivery address be different to the billing address?
- 30. What are the shipping costs?
Exchanges, returns and right of cancellation
- 32. How can I send a gift? Can I write a message to the recipient?
- 33. What is a Gift Receipt?
- 34. How can I make an order with a Gift Receipt?
- 35. What happens if the recipient isn’t happy with their gift?
- 36. How does the buyer receive the refund?
- 39. How can I join Club Wow?
- 40. I am a Club WOW member, can I accumulate and redeem WowMoney online?
- 41. Are there any additional perks on the online store for being a Club WOW member?
- 42. How long do I have to redeem/use my WowMoney?
- 43. Can I use my WowMoney to pay for shipping?
- 44. What happens if I earn WowMoney on a purchase and later wish to return an item?
- 45. What if I use my WowMoney to purchase something and later wish to return it?
01. Choose a product
Once you have found an item you wish to buy, select the colour and size, and click on “Add to basket”. Looking for something else? Continue browsing and adding items to your basket in the same way. You’re all finished shopping? Simply click on “Proceed to checkout” in the top right corner and follow the steps indicated to complete your purchase.
02. Check your order
Make sure that the details of the products you have selected, such as size and colour, are correct. If you have a voucher code, enter it in the space provided and click on “Apply discount” to complete your purchase with a discount. Do you want us to send it directly to your home, or would you prefer to pick it up in-store? Indicate your preference and continue by clicking “Next step”.
03. Log in (if you have not already done so)
If you logged in before you started shopping, you can skip this step. On the contrary, log in now by entering your email address and password. Still don’t have an account? What are you waiting for? You can register by filling out your details here. It’s that simple!
04. Enter delivery details
Here you can choose where you would like to receive your purchase. We can send it to the same address you registered with, or any other address of your choice. In both cases, you will need to select “Home delivery”. If you prefer, you may also collect your order at your nearest women’secret store (valid only in certain countries). Want to give a gift? Now is the time to let us know, and we’ll prepare your order with our special gift wrap with a gift receipt (this receipt does not show prices). Plus, you can include a gift card with a message written by you.
05. Confirm your order
You are almost done, but first don’t forget to double check your order and make sure that all delivery details are correct. Once you have reviewed your order, click on “Start payment process”.
06. Complete your order
You will be automatically redirected to a secure connection where you may select your preferred method of payment. If you select PayPal, you will be redirected to the PayPal payment page to complete the process.
07. Order summary
You’re all done! You have completed your order with success and will soon be able to enjoy your new purchase. At this stage, you’ll find a summary of all your order details and will receive a confirmation email to the email address you registered with. If you do not receive a confirmation email, double check that it’s not in your spam.
08. In which countries can I shop online?
In Spain, Austria, Belgium, Bulgaria, Czech Republic, Denmark, Finland, France, Germany, Holland, Hungary, Ireland, Italy, Luxembourg, Poland, Portugal, Slovakia, Sweden, Switzerland, United Kingdom.
09. Are online prices the same as my local Women’secret store?
On occasion, you may find that prices online are different to those in our physical stores. This is due to special promotions we do for each individual store, such as exclusive discounts for club members, occasional discounts on certain items, etc.
10. Can I periodically receive news about the latest arrivals and special promotions at Women’secret?
Of course! You can register for an account or subscribe to our newsletter by clicking the box that says “Sign up for news”, which you’ll find at the bottom of the home page.
11. Can I unsubscribe from all email communications sent by Women’secret?
If you wish to stop receiving our latest news, you may unsubscribe from all future communications by going to “My account” and clicking on “Edit my details”. Here you can unsubscribe from our newsletter by unchecking the box next to “Receive the online newsletter”. Should you have any issues, please email us at email@example.com, and we’ll be happy to help you.
12. How do I know if I have successfully completed my order?
Once you have finished your purchase, you will receive a confirmation email where you can check all the details of your order.
13. Can I check the status of my order?
Of course! Simply go to “My account” and select the order you wish to check.
14. What should I do if I receive a faulty or incorrect item?
Please email our Customer Service department at firstname.lastname@example.org, including your order number, the reference number of the faulty or incorrect item, and a photo of the item, to help us understand what went wrong.
15. How do I know what my size is?
On every product page there is a size guide which provides our equivalent for other international sizing systems, as well as the measurements of each size.
16. Can I cancel my order?
We’re sorry, but it is not possible to cancel an order. You may, however, return an order after receiving it.
17. Can I delete an item from my order?
Yes, so long as you have not already completed and paid for the order.
18. My order hasn’t arrived. What should I do?
To track the status of your order, go to “My account”. Here you will find a list of all completed orders to date and the status of each one. You may also contact our Customer Service department.
19. I need help, where can I get it?
For any other doubts or questions you may have, please email us at email@example.com.
20. How do I register for an account?
Simple! You have two options: click on “Register” in the top right corner of our webpage, or, once you’ve finished shopping and chosen the items you wish to buy.
21. What advantages come with registering for an account?
After registering for an account, you’ll no longer have to fill in your delivery details every time you make a purchase. You’ll always be the first to know about our exclusive promotions, latest offers, contests, events… And much more! Plus, on the day of your birthday, you’ll receive a little surprise.
22. Once registered, how do I change my personal details?
Enter “My account” and click on “Edit my details”. Here you can modify all of your personal information, including your password. When you have finished making changes, click “Send”.
23. I’ve forgotten my password, what do I do?
If you forget your password, click on “Log in” in the top right corner of our webpage, and on the following page, click on the link “I’ve forgotten my password”. Simply enter your email address and you will automatically receive an email with instructions for changing your password and creating a new one.
24. Can I delete my account?
We’d be sad to see you go, but if you wish to delete your account email us at firstname.lastname@example.org, indicating that you wish to delete your account.
25. What payment methods can I use?
You can pay with credit card (VISA, MasterCard, American Express), debit card (4B or 4B Maestro), and PayPal. You may also pay with one of our online gift cards.
26. Why was my payment denied?
It might be because the payment method you’re using isn’t one of the valid methods mentioned above. Would you mind double checking this?
-Your credit card might have expired, check the date just in case.
-You might have exceeded the allowed limit of your card. Check with your bank.
-Finally, double check that you have entered all of your details correctly.
27. Can I request an invoice made out to my company?
Yes, simply send us the receipt for your order by email to email@example.com along with your personal details, company tax number and the address of the company you want us to generate the invoice for.
28. Where can I ship my order?
Your order will be delivered to the address you provide, as long as it is within the euro zone and isn’t a PO box.
Remember that you may add a delivery address that is different to your usual home address. We also have specific Women’secret stores in certain countries where you can collect your order. If this service is available in your country, you will automatically be given the option to select it at checkout.
29. Can the delivery address be different to the billing address?
Sure, just keep in mind that the shipping costs will depend on the destination country, not the country of your billing address. Plus, if your order is a gift, we can send it wrapped especially for the occasion with a personal gift card written by you.
30. What are the shipping costs?
Shipping costs depend on the total of your order and the final destination. In some cases, you won’t have to pay a thing!
In 6-8 working days
Austria, Belgium, Bulgaria, Czech Republic, Denmark, Finland, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Slovakia, Sweden and UK
5,95 € for orders from 50 € to 100 €
Free for orders over 100 €
In 5-6 working days
Free for orders over 40 €
In 6-8 working days
Free for orders over 100 €
31. Exchanges, returns and right of cancellation
There are different procedures for exchanging, returning items or cancelling an order. Below are details of each one, including their corresponding terms and conditions.
a) Exchanges: when one item is replaced with another.
b) Returns: caused by an item being faulty, showing a defect or incorrect item received.
c) Cancellation: voluntary renounce of an order for any reason.
• No changes, returns or withdrawal of panties, thongs and culottes (individual or in pack), W'Shape products, briefs and boxers, bra accessories, adhesive cups, hair accessories, perfumery and cosmetics, socks, stockings and earrings which have been unsealed, except for defective products.
• No changes, returns or withdrawal of products that are incomplete, damaged, deteriorated, stained or in any state that reasonably indicates that the product has been used. They will be returned to the customer as soon as possible.
• All products that are to be exchanged or returned must be properly packaged and with labels.
• In case of withdrawal, you will only be responsible for the decrease in the value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the goods.
ORDERS DELIVERED TO EUROPEAN COUNTRIES (excluding Spain)EXCHANGES:
Exchanges are not permitted.
RETURNS (due to fault or defect) made through the online store:
- Conditions: Returns made through physical stores are not permitted. The procedure must be completed according to the point 8 from these General Terms and Conditions of Purchase.
- Cost: Returns are free of charge for the customer. Tendam shall refund the customer the corresponding amount (including shipping costs from the original purchase) within 14 calendar days since the date it was informed of the return request. The refund will be made via the same method used for payment. However, Tendam might hold the refund until items have been received, or until the customer sends to Tendam a proof of delivery, whichever occurs first.
- Procedure: Contact our Customer Service Department at firstname.lastname@example.org and we will pick up your purchase from the address you specified. You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).
RIGHT OF CANCELLATION made through the online store:
- Conditions: You have the right to cancel your order for any reason within 14 calendar days after you received the order.
- Cost: The cost of shipping items back to Tendam is payable by the customer. Tendam shall refund the customer the corresponding amount (including shipping costs from the original purchase) within 14 calendar days since the date it was informed of the cancellation request. The refund will be made via the same method used for payment. However, Tendam might hold the refund until items have been received, or until the customer sends to Tendam a proof of delivery, whichever occurs first.
- Procedure: Send all unwanted items to: ALMACÉN TENDAM Womensecret (Desistimiento), Paseo del Deleite, s/n, 28300 Aranjuez (Madrid), Spain, via your preferred means of transport (shipping cost payable by the customer). You must fill in and include the form enclosed with your order (Exchanges, returns and cancellation form).
Furthermore, we remind you that you have a month to make a return for any reason other than an item being faulty, showing a defect or reception of an incorrect item, as specified in clause 6 from the General Terms and Conditions of Purchase.
32. How can I send a gift? Can I write a message to the recipient?
Simply select the “Gift wrap” option at checkout. This way, your order will be sent all wrapped up in our special gift wrap and at no additional cost. You may also include a gift card with a message written by you. Plus, the price will not be indicated anywhere on the items or receipt (gift receipt).
33. What is a Gift Receipt?
This is the same as a regular receipt except without sales prices, so that the person who receives the gift doesn’t see how much you spent.
34. How can I make an order with a Gift Receipt?
Orders with gift receipts are all those where the option of “Gift wrap” was selected. Request this option at checkout and your order will be automatically delivered including a gift receipt without prices.
35. What happens if the recipient isn’t happy with their gift?
A gift order may be exchanged with no problem as long as they are accompanied by the gift receipt that is included in all orders. If the recipient prefers to return the item, this is also possible. In this case the recipient would need the original receipt with prices, which is saved on the buyer’s account.
In both cases the company’s Exchange & Returns Policy applies, which you may consult in our General Terms & Conditions of Sale.
36. How does the buyer receive the refund?
The refund will be made via the same method of payment used at the time of purchase.
37. How do I use my promotional code?
If you have a voucher code, enter it in the space provided at checkout, next to “Do you have a voucher code?” In the case of promotional codes for club WOW, makes sure that you are signed into your account with your membership number before finalizing your purchase.
38. My code isn’t working, what should I do?
First, please double-check the following:
- That you are logged-in to your account during the checkout process. If it is a club promotion you will need to be registered as a member (and logged-in with your membership number and ID number).
- That the code you entered is correct and that the promotion hasn’t expired.
- That the products you have selected comply with the conditions of the promotion.
If after verifying the above your code still doesn’t work, email our Customer Service department at email@example.com, with the motive for your enquiry. In addition, if you attach a screen shot showing the error with your code, it will be much easier for us to help you.
39. How can I join Club Wow?
Becoming a WOW member is easy. Simply go to any Women’secret store in Spain, make a purchase and request to become a Club WOW member. The WOW card is free and will be given to you on the spot. This service is not available online.
40. I am a Club WOW member, can I accumulate and redeem WowMoney online?
Of course! To do so simply register for an account on our online store and indicate that you are a club WOW member. If you are already registered but forgot to tell us that you are a club WOW member, simply access “My account” and add the membership number on your WOW card and your ID number. From this moment on, every time you log-in on the online store to shop, you’ll be given the option to redeem or continue accumulating WowMoney.
41. Are there any additional perks on the online store for being a Club WOW member?
As well as accumulating and using your WowMoney and other WOW promotions, as a member of Club WOW Portugal, you’ll always have free shipping for orders over 20€. To take advantage, you will have to be logged-in as a club member for every order you make, by entering the membership number on your WOW card and your ID number. Please keep in mind that to qualify for free shipping, orders must be over 20€ in the final total value, after applying any voucher codes or discounts.
If you live in the Canary Islands, Ceuta or Melilla, you will be charged duty tariffs upon receiving your order. These vary depending on the weight of your order and, in some cases, can reach up to 20€. For Portugal, we do not currently ship to the islands of Madeira or Azores.
42. How long do I have to redeem/use my WowMoney?
You have up to six months to enjoy your WowMoney, from your first purchase or from the last time you used up your points. You must redeem all the WowMoney accumulated in your account, on a single order of equal or greater value. If the value of your purchase is below the total amount of WowMoney that you wish to spend, you will lose the remaining portion of your WowMoney.
43. Can I use my WowMoney to pay for shipping?
No, you cannot redeem WowMoney to pay for shipping costs. In addition, any shipping charges you pay do not count towards earning more WowMoney.
44. What happens if I earn WowMoney on a purchase and later wish to return an item?
Don’t worry, in the case of returns, any WowMoney earned from the returned order will be annulled. If only part of the order is returned, we will only annul the portion of WowMoney that corresponds to the item you no longer want.
45. What if I use my WowMoney to purchase something and later wish to return it?
For the return of items that have been purchased using WowMoney, the equivalent amount is refunded via the following process: the WowMoney used for purchase is divided proportionally among the total number of items on the receipt and you will receive a refund of WowMoney on your membership card that corresponds to the item(s) returned.