FAQs
1. When Am I Eligible for an Exchange?
We want you to love every surprise from Segreta. 💛
An exchange is only 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.
- A clear, unedited parcel opening video is provided for verification.
Once your request has been reviewed and approved, we'll arrange a replacement or provide store credit, 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 cannot be cancelled, modified, or refunded once they have been placed.
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.
- Products purchased using a Gift Card.
- Exchange requests submitted after 48 hours of delivery.
- Requests that do not include a valid parcel opening video for damaged or defective items.
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
- 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 store credit where appropriate.
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
- Photos showing the issue
Once verified, we'll arrange a replacement at no additional shipping cost.
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.
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 are normal and do not qualify as product defects.
8. Can I Cancel or Change My Order?
Orders are processed quickly to ensure fast dispatch.
For this reason, orders cannot be cancelled, modified, or refunded once they have been placed.
Please review your shipping information, product selection, and quantities carefully before completing your purchase.
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)
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.