Refund policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused and with seal, with tags, and in its original packaging. All products will be weighted and checked to see if the product is eligible for return. If not, the product will not be accepted and returned. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@curlysecret.nl. Items sent back to us without first requesting a return will not be accepted. You are responsible for the return costs.
Return address:
Curly Secret Return Department
Schillingstraat 7
2988CT Ridderkerk
The Netherlands
You can always contact us for any return question at info@curlysecret.nl.
Pick up shop
PostNL and DPD make one delivery attempt. If this fails, the package will go to a pickup point where you can pick it up within 7 days. It's your own responsibility to pick it up in time. If the package is not picked up in time, it will be returned. In this case, we will not refund shipping costs. The package will be processed and the contains of the package will be refunded.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. If there're damaged, please make a picture of the top of the package (with shipping label on it), a picture of the damaged product in it and a close up picture of the damaged product.
Exceptions / non-returnable items
Certain types of items cannot be returned, like used hair care goods or products with broken seal. Please get in touch if you have questions or concerns about your specific items. Unfortunately, we cannot accept returns on gift cards.
If there was a promotion where you received a free product with the purchase of a specific item, then the free product must also be returned. This is because, by returning the item, you no longer meet the conditions for receiving the free product. If the free product is not returned, it will be settled with the refund amount or you will be charged.
Exchanges
The fastest way to ensure you get what you want, is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded to your original payment method, this includes gif cards. Shipping costs are not refunded. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Custom duties
We are not liable for any additional costs/taxes. If a package is refused, we will not refund the shipping costs.