Terms & Conditions

Welcome to the Secret Squirrel online store. Please read through our terms and conditions carefully before placing your order. By visiting this website and/or placing an order you agree to be bound by the terms and conditions set out below.

Privacy Policy

Secret Squirrel understands that your privacy is important and ensures that information provided by you is collected and held in accordance with relevant Australian privacy law.

We make all reasonable efforts to ensure that information is stored securely both in electronic and physical form. Any information that we no longer require is destroyed.

Personal information including your name, address, telephone number and email address will not be released, sold or rented to any entities or individuals outside of Secret Squirrel.

Secret Squirrel does not collect or record any credit card details you may provide when purchasing products from the secretsquirrellabel.com website.

Your credit card details are processed by the Commonwealth Bank, which is linked to our banks merchant account.

Security

The SECRET SQUIRREL online store is a secure site with all transactions managed by Secure Pay. The focus of Secure Pay's security is centred around the safe processing and storage of sensitive personal Credit Card, Charge Card and Direct Entry information. PCI DSS (Payment Card Industry Data Security Standard) Compliance is a strict security standard the card schemes (Visa and MasterCard) have introduced globally to ensure personal information is properly protected. SecurePay holds the highest level of PCIDSS accreditation.

Shipping Policies

Within Australia, we use express post whereby we can track any purchases easily and in a timely manner. Express Post guarantees next business day delivery for all major centers in Australia and two business days for some harder to reach rural areas.

Please note that orders are dispatched every Tuesday & Thursday.

Orders in the Tuesday shipment will arrive to you by Wednesday or Thursday, orders in the Friday shipment will arrive to you by Monday or Tuesday the following week.

For all International orders, please allow 7 - 10 working days.

Our online store administrator is available between 9:30 and 5:30 P.M. AEST Monday - Friday. Please email us at shop@secretsquirrellabel.com or call us at +61 410 485 334 for any further inquiries.

Refund Policy

Please read the following carefully.

  • There are no refunds or exchanges on sale items.
  • No refund on full priced items unless faulty. We offer shop credit or exchange for size on full priced items within 7 days of shipping date. Items not received within the 7-day period will not be accepted.
  • All return items must be in new and unworn condition with swing tags still attached. Any items considered to be “used” will be returned back to you and cannot be considered for replacement/repair/refund

Before purchasing an item from our store please check our sizing and tips to assist you in ordering the correct size. If you are unsure of your size and further assistant contact us at shop@secretsquirrellabel.com.

All items are thoroughly checked before sending and are packaged with care. In the unlikely event that you receive an item that is faulty or damaged please contact us within the 7-day period at shop@secretsquirrellabel.com or on +61 410 485 334 and we will organise a replacement for you. If a replacement is unavailable you may choose another suitable item. If the replacement item is of lesser value than the original item you will be issued with a store credit for the balance.

To exchange or return a faulty item please read the following.

  1. Email shop@secretsquirrellabel.com within 7 days of purchase date and indicate your intention to exchange / return garment(s). Return item(s) must then be delivered within 7 days of notification email to Secret Squirrel, 5 Kentville Ave, Annandale NSW Australia 2038
  2. You will be issued a ‘Returns Authorisation Number’ (RA#). This must be written clearly on your parcel. No exchange will be accepted without an RA #.
  3. To return/exchange an item(s), please include the order confirmation that you received with your parcel. You are required to enclose a prepaid post bag, for the return of your item(s). Secret Squirrel strongly suggests that you use a registered mail such as Express Post so you can track the return package. Secret Squirrel will not be held responsible for any items lost in transit if no tracking system was used on the package.
  4. If returning item/s from outside Australia, you must mark on the parcel ‘RETURN OF GOODS’. You must also contact us for a quote for return shipping - this amount will be invoiced to you for payment before we send exchange item(s).
  5. We will endeavour to replace or repair your item/s as soon as possible, please allow for up to 10 working days within Australia.