At Secret Kiss, we believe your shopping experience should be as seamless, discreet and enjoyable as possible.
We are committed to providing a reliable delivery experience for every order placed through our website.
This Shipping & Delivery Policy explains our shipping methods, delivery costs, estimated timeframes, order tracking and how we handle delivery-related enquiries.
Secret Kiss currently offers Standard Shipping only.
Express or expedited shipping is not currently available.
Orders are delivered using our selected shipping and delivery partners.
We offer a simple and transparent shipping policy for orders delivered within Australia.
Our standard domestic shipping fee is fixed and does not vary based on the Australian delivery address.
The free-shipping threshold applies to the order subtotal after applicable discounts and before shipping charges.
Any additional shipping promotions will be subject to the terms displayed on our website at the time of purchase.
Orders are generally processed within 1โ3 business days after payment has been successfully confirmed.
Business days exclude weekends and Australian public holidays.
Processing times may be extended during:
Please note: Order processing time is separate from the estimated delivery timeframe.
Our estimated Standard Shipping delivery timeframe is generally 6โ12 business days after dispatch, depending on your delivery location.
Including our usual order processing time of 1โ3 business days, customers should generally allow approximately 7โ15 business days from order confirmation for delivery.
These timeframes are estimates and do not represent guaranteed delivery dates.
Delivery may take longer due to:
Where we become aware of a significant delay affecting your order, we will take reasonable steps to provide updated delivery information where available.
Nothing in this section limits your rights under Australian Consumer Law or other applicable consumer protection laws.
Once your order has been dispatched and tracking information becomes available, you will receive a shipping confirmation email containing your tracking details.
You can also track your order through our website:
Please note that tracking information may not update immediately after a tracking number is issued.
Carrier tracking systems may take some time to register a shipment or display its latest activity.
Temporary gaps between tracking updates are normal and do not necessarily indicate a delivery issue.
If your tracking information has not updated for an extended period, please contact our Customer Support team with your order number.
Some orders containing multiple products may be dispatched in separate parcels.
As a result:
Where separate tracking information is available, it will be provided to you.
If you have concerns about an outstanding item, please contact our Customer Support team.
While we work with our delivery partners to meet estimated delivery timeframes, occasional delays may occur.
These may result from postal or courier disruptions, severe weather, peak delivery periods, public holidays or unexpected logistics circumstances.
If your order has not arrived within the estimated timeframe, please contact us at secretkiss@secretkiss.com.au with your order number.
We will investigate the shipment with the relevant delivery provider and keep you informed of any available updates.
We may ask you to allow reasonable additional time while the delivery issue is investigated.
If we are unable to supply your order within the agreed timeframe or otherwise within a reasonable timeframe, we will provide an appropriate solution in accordance with Australian Consumer Law.
Customers are responsible for providing complete and accurate delivery information when placing an order.
Before completing your purchase, please ensure the following details are correct:
If you notice an error after placing your order, please contact us as soon as possible at secretkiss@secretkiss.com.au.
We will make reasonable efforts to update your delivery address if the order has not yet been processed or dispatched.
However, we cannot guarantee that an address can be changed once processing or dispatch has commenced.
If an order is returned because the customer provided an incorrect or incomplete address, reasonable additional shipping charges may apply before the order can be dispatched again.
This does not apply where the delivery issue was caused by an error by Secret Kiss or where the customer is otherwise entitled to a remedy under applicable consumer protection laws.
If your tracking information indicates that your parcel has been delivered but you cannot locate it, we recommend taking the following steps:
If you are still unable to locate your parcel, please contact us at secretkiss@secretkiss.com.au.
Include your order number and tracking information so we can assist you.
We may contact the relevant delivery provider and request an investigation before determining the appropriate next steps.
A carrier's delivered status does not automatically remove any rights or remedies you may have under applicable consumer protection laws.
If your parcel appears to have been lost in transit, please contact our Customer Support team so we can investigate the shipment with the relevant delivery provider.
A parcel will not necessarily be considered lost solely because tracking information has temporarily stopped updating.
Where a parcel is confirmed as lost, or where an order has not been supplied within the agreed timeframe or otherwise within a reasonable timeframe, Secret Kiss will provide an appropriate remedy in accordance with Australian Consumer Law.
If your order arrives damaged or an item is missing from your parcel, please contact us as soon as reasonably possible.
To assist with our investigation, we may reasonably request:
We will assess the circumstances and provide an appropriate solution in accordance with applicable consumer protection laws.
Requests for supporting information do not restrict your rights under Australian Consumer Law.
Where international shipping is available, shipping charges and delivery timeframes may vary depending on the destination country.
Any applicable international shipping charge will be confirmed before an order is completed.
International shipments may be subject to:
Unless otherwise stated or required by applicable law, customs duties, import taxes and similar charges imposed by the destination country are the responsibility of the recipient.
International customers may also have additional rights under the consumer protection laws applicable in their location.
Nothing in this policy excludes or restricts rights that cannot lawfully be excluded.
For information about eligible lingerie returns, change-of-mind exclusions, faulty products and refunds, please refer to our separate Returns & Refunds Policy.
View Our Returns & Refunds Policy
Shipping-related enquiries and product return requests are handled in accordance with the applicable policy and relevant consumer protection laws.
Our goods come with guarantees that cannot be excluded under Australian Consumer Law.
Nothing in this Shipping & Delivery Policy is intended to exclude, restrict or modify any rights or remedies available under Australian Consumer Law or any other applicable law that cannot legally be excluded.
Where required by law, Secret Kiss will provide an appropriate remedy for goods that are not delivered, are damaged in transit or otherwise fail to meet applicable consumer guarantees.
For further information about your consumer rights, please visit the Australian Competition and Consumer Commission (ACCC).
If you have questions about your order, shipping, tracking or delivery, please contact:
Secret Kiss Customer Support
Email: secretkiss@secretkiss.com.au
Please include your order number when contacting us about an existing order so we can assist you more efficiently.
Secret Kiss may update this Shipping & Delivery Policy from time to time to reflect operational, legal or regulatory changes.
The latest version will be published on this page.
Any updated policy will generally apply to orders placed after the updated policy is published.
Orders already placed will remain subject to the policy applicable at the time of purchase, except where a change is required by law.
