How to Return & Swap
Not the right size or style? No worries — we'll do our best to help.
1. Submit Your Request
Complete the Return Request Form below within 30 days of receiving your order.
Choose whether you would like a refund, size swap or style swap.
2. Wait for Approval
Please wait for our return authorisation before sending anything back.
3. Send Your Items
Pack the approved items securely in their original packaging and include your name
and order number inside the parcel.
Once received and checked, we'll arrange your approved refund or replacement as
soon as possible.
Returns Policy
30-Day Returns
Returns and swaps can be requested within 30 days of receiving your order. Items must be unworn, unwashed, unused and in their original packaging.
Underwear & Hygiene
For hygiene reasons, underwear that has been worn or used cannot normally be returned for change of mind.
Bought a multi-pack and only opened one pair to check the fit? Please stop there and contact us. The remaining unopened and unused pairs may still be eligible for a refund or exchange.
Size or Style Not Right?
If the fit isn't right, we're happy to help you swap for another size or style, subject to availability.
We're a small Australian business, so if you're unsure, talk to us first — we'll always try to find a fair solution.
Faulty or Incorrect Item?
If your product is faulty, damaged or we've sent you the wrong item, please contact us with your order number and photos where possible. We'll help arrange an appropriate solution.
Your rights under the Australian Consumer Law are not affected.
Refunds
Once your return is received and approved, your refund will be processed back to your original payment method. Please allow several business days for your bank or payment provider to process it.
Return Postage
For change of mind, size or style swaps, return postage is generally paid by the customer.
We recommend using tracked postage, as we cannot be responsible for parcels lost before reaching us.
For faulty, damaged or incorrect items, please contact us before returning them.
Return Address
SecretFace Returns / Swap
Attn: Andrea / Kildare
48 Cowie Street
North Geelong, VIC 3215
Australia
Please include your name and order number inside the parcel.
Still Not Sure?
Just contact us. Buying underwear online can sometimes make choosing the right fit difficult, and we're always happy to help you find the right SecretFace size or style.