FAQs

Welcome to Segreta! ✨

1. When Am I Eligible for an Exchange?

We want you to love every surprise from Segreta. 💛

An exchange is available if:

  • The product arrived damaged or defective.

  • The exchange request is submitted within 48 hours of delivery.

  • The product is unused and in its original condition.

  • The product is returned in its original packaging with all included accessories.

To help us verify a damaged or defective product, we request a clear, unedited parcel opening video whenever available. If a video is not available, please provide clear photos and a detailed description of the issue.

Once your request has been reviewed and approved, we'll arrange a replacement or provide another appropriate resolution, depending on the situation.

Please Note:

  • We do not offer exchanges for change of mind, personal preference, accidental purchases, or incorrect orders placed by the customer.

  • Orders may be cancelled within 24 hours of placement, provided the order has not already been dispatched.

  • After the 24-hour cancellation period, orders generally cannot be cancelled or modified.

  • Refunds, where applicable, are handled according to our Return & Refund Policy.

2. Which Items Cannot Be Exchanged?

The following items are not eligible for exchange:

  • Products that have been used, damaged after delivery, or show signs of wear.

  • Products returned without their original packaging or included accessories.

  • Clearance, promotional, or final sale items, where clearly identified at the time of purchase.

  • Products purchased using a Gift Card.

  • Exchange requests submitted after 48 hours of delivery.

  • Requests where the reported damage or defect cannot be reasonably verified from the information provided.

3. How Do I Request an Exchange?

If your order arrives damaged or defective, please contact us as soon as possible.

Email us at:

📧 customer.segreta@gmail.com

Please include:

  • Your Order Number

  • A clear parcel opening video, if available

  • Clear photos of the product

  • A detailed description of the issue

Our team will carefully review your request and notify you of the outcome via email.

If your exchange is approved, we'll arrange a replacement or provide another appropriate resolution where applicable.

4. What If I Receive a Damaged or Defective Product?

We're sorry your order didn't arrive as expected.

If your product is damaged or defective upon arrival, please email us within 48 hours of delivery at customer.segreta@gmail.com with:

  • Your Order Number

  • A clear parcel opening video, if available

  • Photos showing the issue

Once the issue has been verified and the exchange is approved, we'll arrange a replacement at no additional shipping cost.

If a replacement is unavailable, we'll contact you regarding the appropriate available resolution.

5. How Do I Return an Approved Exchange?

Please do not send any products back until your exchange request has been approved.

Once approved, we'll email you with return instructions.

Please ensure the product is:

  • Unused

  • In its original packaging

  • Securely packed to prevent damage during transit

  • Returned with all accessories and original contents

Failure to meet these conditions may delay or affect the exchange process.

6. Who Pays for Exchange Shipping?

If your exchange request is approved because the product arrived damaged or defective, Segreta will cover the replacement shipping cost.

If the product does not qualify under our Exchange Policy, shipping charges may apply or the exchange request may be declined.

Any applicable return shipping charges will be communicated before the return is arranged.

7. Why Does My Product Look Slightly Different?

We do our best to display every product as accurately as possible.

However, slight differences in color, texture, or appearance may occur due to:

  • Screen brightness and display settings

  • Photography lighting

  • Natural material variations

  • Manufacturing tolerances

These minor differences that do not affect the product's functionality are generally not considered product defects.

8. Can I Cancel or Change My Order?

Orders may be cancelled within 24 hours of placement, provided the order has not already been dispatched.

To request a cancellation, please email us at customer.segreta@gmail.com as soon as possible and include your Order Number.

After the 24-hour cancellation period, orders generally cannot be cancelled or modified.

If your order has already been dispatched, cancellation may no longer be possible.

For this reason, please review your shipping information, product selection, and quantities carefully before completing your purchase.

If a cancellation is approved, the applicable refund will be processed according to our Return & Refund Policy.

9. How Can I Contact Segreta?

If you have any questions or need assistance, we're always happy to help at:

📧 Email: customer.segreta@gmail.com

Customer Support: Monday – Saturday | 10:00 AM – 6:00 PM (IST)

We'll review your request and respond via email.

Thank you for shopping with Segreta! We're delighted to be a part of your special moments and look forward to bringing you more products that add joy to your everyday life.

Segreta — Where Style Meets Joy, one timeless piece at a time.