Shipping & Refunds
Last updated: 02.11.24
*We currently ship only within the United States.
Our shipping rates are the following: tracking included
Order Processing Time:
All orders are processed in the order they are received. This typically takes around 1-3 business days. Business days are currently defined as Monday – Friday. Please keep in mind, orders placed after 4pm CET or on a weekend will begin processing the following business day.
After your order has left our warehouse, you will receive an email notifying you of your tracking number. To check the status of your order, please go to the Order Status page here.
If you haven't received tracking information within 5 business days of placing your order, please check your spam folder. If you still haven't received it, email us at support@joiesecrete.com and we'll look into it.
We aim to dispatch all orders from our warehouse within 24 to 48 hours, but please allow up to 3 business days during peak periods.
* Shipping time excludes clearance/customs delays (if applicable)
Customs and Taxes
Customs, import taxes, tariffs, and item seizures are the sole responsibility of customers. We will always dispatch your order so you don't need to pay tax, but we cannot guarantee there will be no tax due in the destination country.
Unclaimed Orders
Joie Secrète is not responsible for any packages returned to us as refused, unclaimed, undelivered, or because of an incorrect or insufficiently provided address. Please ensure you check your address and contact details on your order confirmation email carefully and contact us immediately if you find an error info@joiesecrete.com
Order Tracking
Tracking numbers will be provided to you by email within a few days of dispatch and all orders can be tracked on our website here.
REFUND POLICY
We have a 30-day return policy, which means you have 30 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, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@veredea.com. Please note that returns will need to be sent to the following address:
VEREDEA
RUE LE CORBUSIER 12
SWISSMAILBOX Suite 294
1208 GENEVA
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@veredea.com.
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.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
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 on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@veredea.com.
Fraudulent Orders | Orders Made Mistakenly
If you believe your order was fraudulent or Not placed by you, You should reach out to us first to get the order canceled. If the product has not been shipped out yet, the order will be canceled immediately and a Full Refund will be processed Immediately.
If the order has been shipped and successfully delivered, and You claim that the order was fraudulent, You must contact us to return the items for a Full Refund. If You decide to keep items, then You acknowledge that the order was indeed genuine and NOT fraudulent. In this case, any previous fraudulent complaints will be discarded.
Once an order is DELIVERED, it is completely UNACCEPTABLE to file a chargeback complaint with your Bank Institution without contacting us first for a Full Refund.
An order can only be canceled within 4 days after the order is placed. This is to ensure that the product does not ship out and the customer gets a full refund.
Once an order ships out, the customer will have to wait for the item to be delivered and then return the item back to us for a full refund.
RETURNS ARE VERY EASY ! and we guide you along the return process. WE ALSO COVER THE COST OF RETURN so you have nothing to worry about.