Secret Label Avis 163

Received an item which is far bigger than that ordered, tried to sort out a return but its impossible. Why make it so hard having to put in codes etc which are impossible to find without losing the page?!

Positives first: my order arrived quickly, and it was simple to arrange a refund. I was sent a Royal Mail page to input my details. Another reviewer noted the button to generate a label didn't work ; I found the same on my phone but on a laptop it worked fine and I have sent the items back. I am awaiting a refund.
On the negative side: the items I received were not suitable. A denim jacket I ordered was far too big and had a stain on one of the front pockets. The quality didn't feel great and the breast pockets were fake, which I couldn't tell from the pictures.
I also ordered a pair of white trousers with blue flowers, which were pictured as quite structured and with a button fastening. The trousers that arrived were crumpled and ill-fitting pull-ons with an elasticated waist - like pyjamas. The flower pattern was also completely different, and different shade of blue. Neither item was worth the £25 price tag.
Secret Label deduct money from the refunded amount to cover return postage. I couldn't be bothered to argue about this so didn't raise it and just proceeded with the return, but I do feel that if the return is because am item is incorrect, not as described, damaged or stained, then that isn't the customer's fault and they should not have to pay this.
I won't buy from this company again.

Good choice and quick delivery. Some items can be cheaper else where so best to do research. Top brands.

Ordered a size M jacket, but received size L. The label at the back of the coat that usually indicates size had been cut-off.

Won’t be using this company again

Super fast service and soft, cosy clothes!

I havevbeen very pleased with what i have bought over last 2 years ...only sent only one thing back and that was very eazy to do and refund very quick

Sadly the dress was not fit for purpose, the zip did not work and the dress was screwed into a creased mess. Shame I loved the design.

Order arrived quickly. Very pleased

Excellent price, service and quality item. Will buy again from this source.

I've ordered 3 sweaters of the same M size and style, but in different colours - they all turned out to be completely different sizes. One is like XS, another one like L and third one is like XL.
In addition, one of the sweaters is different from other two.
The labels are sewn on carelessly, and they are diffrent.

I paid 25 euro VAT due to import from UK to EU, and I will loose money for delivery and return but even this won't stop me to return them back.
----
UPDATE: To be certain, I contacted the official brand representative and provided photos of the labels and packaging. I received written confirmation that the items sold by this store are not original. The EAN code on the packaging does not correspond to any genuine product in the brand’s official system.

In addition to paying for the goods, I also incurred customs clearance fees, which I would never have paid had I known the products were counterfeit.

Selling non-original items while presenting them as genuine is unacceptable. I am currently requesting a full refund and reimbursement of additional costs.

FINAL UPDATE:
The store refunded only the product price, but did not reimburse the VAT (25 EUR) that I paid on import from the UK to the EU, despite explicitly promising to do so. After issuing the partial refund, the seller stopped responding to my emails completely, and the VAT reimbursement remains unresolved.
---
I strongly advise other customers to be very cautious before purchasing from this store.

Ive had real problems trying to return two items to this company. On their web site to returnan item it, takes you to a Royal Mail page where you enter your details etc , then you are supposed to hit a red box which says create return label - but it does nothing. I have already sent them four emails with screenshots showing what is not functioning. They sent me another link and said if it doesn't work, then resend it directly to us and pay for postage - but of course, there is no address, and they didn't give me one. I have now become so frustrated with them and these emails bouncing back and forth - they are a complete waste of time, and unfortunately, I now understand them as con artists. If I am given a satisfactory response and the correct support I have requested in order to return the items, I will update.

I ordered a top that was supposed to be organic sea salt and the top came had stains all over it and was clearly counterfeit as the label on the neckline had been sewn in and the bottom label was cut out completely, I contacted them and said I wanted a refund but didn't not want to be charged for the return sum for postage due to these factors which they said I wouldn't be but then they have still charged me anyway. So awful company would never buy off them again.

Easy to order, pay, and track order.

Great skirt at a very reasonable price. Good fit and looked well on

I ordered a Weird Fish women’s fair isle jumper. When it arrived one of the sleeves had a hole in it. I rang and emailed Secret Label with a photo and they offered me 25% off to keep the item or a full refund if I returned it. I fail to understand why anyone would want to pay for a jumper with a hole in it so I opted for a refund. They have today emailed me advising they have refunded me £18.51 when I actually paid £26.45! Even if they deducted £3.95 for postage (which is unfair given that the item is damaged)it still falls short! I have emailed the company today and await their response. Not good customer service to say the least! Yet another company trying to rip off the public!

I love the concept of this business. The website works well and the service is good. You can even speak to a human if you need extra help.

Great and reliable service. Great value clothes at good price. The clothes look exactly as shown. I am very happy customer and will be coming back when needed. Thank you.

Lovely cuddly gilet. Really pleased with it. I have never worn one before thinking they can’t be warm with no sleeves. I was wrong this one is lovely and really warm. I have ordered another one in a different colour. This is a great company.