All shipping is at the risk of the client.
All orders shipped via courier become the sole responsibility of the client the minute it is dispatched. Secret Diary makes use of a network of external shipping companies and will not be held liable for any loss, damage or late delivery that is incurred during the transit period via any delivery services.
Once an order leaves our studio and a tracking number is provided to the client, the order becomes the responsibility of the client to track the delivery and to ensure that the provided details are the correct i.e. delivery address, recipient name
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations. The onus is on the client to ensure that the purchased product can be shipped to the destintation provided.
International shipping times will vary based on the destination and customs clearance time. Secret Diary will not be held responsible for any items not clearing customs or being delayed in customs clearance and will not be held liable for additional customs charges.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose.
All shipping is calculated on Volume Metric Weight.
We are confident that you will be happy with the quality of our products, but if for any reason you are not satisfied with any non-personalised product you purchased from Secret Diary, please contact us so that we can determine the best way to address your concerns.
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Return and/or exchange shipping will be the responsibility of the customer.
To complete your return, we require a receipt or proof of purchase.
1. Your order number
2. A brief description of why you’d like to return it
3. Your preference for a replacement or a refund
4. A photo illustrating the issue
To be eligible for a return or refund, your item must be unused and in the same condition that you received it.
It must also be in the original packaging.
Original shipping charges will not be refunded.
Personalized items are not eligible for return or refund, except in the case that they are flawed, in which case we urge that you follow the above process and send us pics illustrating the flaws so that we can look into the issue.
Several types of goods are exempt from being returned. Any Customised Stationery or paper goods, Perishable goods such as confectionery, seeds etc cannot be returned. We also do not accept products that are intimate or sanitary goods like Hats, aprons, Jewellery or napkins.
To further ensure that your order is flawless, kindly make sure you intensely proof read any artwork our design team sends you. Your order will be printed / manufactured exactly as per your approved final mock up. Although our design team takes great creative care to make sure your designs are perfect, proof reading is not the responsibility of the designer as the client provides their own wording. Any reprints will be for the clients account and will not be applicable for a refund or a free reprint.
Additional non-returnable items:
Digital products (IE: Digital save the dates and invites)
Some health and personal care items
Party decor with obvious signs of use
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org and send your item to: D'Urban Square, 26 Bella Rosa Street, Tygervalley, Bellville, 7530, South Africa.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, you should ship your product to: D'Urban Square, 26 Bella Rosa Street, Tygervalley, Bellville, Cape Town, 7530, South Africa.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Secret Diary will not be held responsible for any delays in delivery due to the relevant shipping company's delays.
If you are shipping an item over $75, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.