Customer Service

Our Customer Service team is available to assist with product inquiries, shipping and return/exchange issues, or any technical support questions you may have.

 

email service@secretlocation.ca
phone (001) 604 685 0090 ext. 1

 

Size Charts

Size charts are intended to be a general guideline.  Sizing will vary between brands.  If you need assistance selecting the proper size, please contact Customer Service.

 

Shipping Information

Free shipping is offered to Canada and US shipping destinations for online orders. Free shipping for online orders over $250 CAD is offered to worldwide shipping destinations. Expedited options are offered where applicable for an incremental fee. This offer includes all products currently on display in our online store. This offer is subject to change at any time without notice.
We ship all orders via Federal Express and Canada Post.  Shipping costs are calculated based on your delivery location, and are exclusive of customs duties and fees.  Import duties and fees are the responsibility of the recipient.  Please be advised that payment of these charges may be required prior to releasing your order from customs upon arrival.

 

Returns and Exchanges

To return or exchange an item, please request a Return Authorization (RA) number from Customer Service.  Once you have received the RA number, please send your item(s) to the below address within 30 days of receiving your order, quoting the RA number:

 

Secret Location
1 Water Street
Vancouver, BC V6B 2H9
Canada

 

Please note items must be returned new, unused, and with all tags attached.  Returns that are damaged, altered, or soiled will not be accepted and may be returned to the client.

 

Once your return is received and inspected, an email notification will be sent advising approval of your refund.  The amount to be refunded (including applicable taxes) will be credited to the original method of payment within 10 business days.

 

If you wish to exchange an item, please notify Customer Service upon request of an RA number.  All exchanges are based on stock availability.  A refund will be granted if the item you wish to exchange is out of stock.  At this time, we are only able to offer size exchanges.  If you wish to exchange your item for an alternate style, please return it for a refund and purchase the alternate style in a separate transaction.

 

All shipping costs associated with returning or exchanging goods are the responsibility of the purchaser.  All beauty, intimate, swimwear, vintage and reduced items are final sale and cannot be returned or exchanged.