Exchanges, Refunds & Warranty Claims
EXCHANGES - SIZE, COLOR, AND STYLE*
All exchange requests need to be made within 30 days of delivery to your door. You can exchange the size, color, and style*. We also have spare straps available for Poppy so if you find that a smaller or larger strap might be more comfortable for you, we can exchange them.
New Condition - We offer 100% free exchanges for footwear that’s in new condition within 30 days of delivery.
Worn Condition - You can also exchange worn footwear within 30 days of delivery.
You will only be required to pay the postage cost to send the worn pair back to us. (Please Return Postage Cost below)
We will send you a brand new pair in your preferred size, color, and style* for free.
*Style - You can exchange the style for both new and worn condition. If you are exchanging for a more expensive product, you will be required to pay the price difference. If you are exchanging for a less expensive pair, we will refund you the price difference. (For worn exchanges, you will be required to pay the postage cost to send the pair back to us.)
If you'd like an exchange, please click here.
All refund requests need to be made within 30 days of delivery to your door.
New and Worn Condition - For all refunds (both new and worn condition), you will be required to pay the postage cost to send the footwear back to us.
*Please note - You may use your own return postage method. However, please contact us for the return address as well as the Refund Form to include in your parcel.
RETURN POSTAGE COST
If you need to return the footwear to us for a refund or a worn exchange, you will be required to pay the return postage cost. You can either use our shipping label or your own postage method.
POSTAGE COST IF YOU USE OUR LABEL
Please note - The postage cost is based on the fees that the courier charges us and is therefore subject to change. It includes full tracking door to door.
Number of pairs returned plus the postage cost
1-2 pairs = $8.00
3-4 pairs = $10.00
USE YOUR OWN POSTAGE METHOD
You are most welcome to use your own return postage method. Please contact us for a Refund Form to include in your parcel and the return address. We cannot issue a refund without the information on the Refund Form.
As it’s your own postage method, we recommend that you use registered post with tracking so that it’s traceable. Unfortunately, Sécra will not be responsible for parcels lost or damaged in transit if you use your own return postage method and, as such, we recommending insuring your parcel.
If you would to lodge a refund request, please click here.
WHAT IS OUR 30-DAY COMFORT GUARANTEE?
We are so confident that you will LOVE your Sécra Shoes that we offer a 30-day comfort guarantee. Test and wear our footwear for up to 30 days and if you are not 100% satisfied with them, you can send them back to us for a full product refund or an exchange.
You will only need to pay the postage cost to send your worn pair back to us and we will issue you with a full product refund or an exchange.
WHY DO WE OFFER A 30-DAY COMFORT GUARANTEE?
As with all new shoes, our footwear does require a wearing-in period. The footbed needs time to mould to the shape of your feet and the leather needs time to soften and stretch.
Also, if you are not used to wearing supportive footwear, you might find that your feet and body need a little time to adjust to being optimally positioned and you may even experience a little discomfort initially. (If you’re worried that the fit is not right and might be causing discomfort, please contact us at customer service and we will gladly check it for you.)
We usually recommend wearing our footwear for 20 minutes a day for about two weeks to allow them to wear in gradually with minimal discomfort.
Our 30-day comfort guarantee allows you to fully test our footwear and have enough time to wear them in before deciding to return them for a full product refund. If you do decide that they are not for you, you will be required to pay the return postage cost to send them back to us.
We have a 6-month warranty cover. In the unlikely event that there is a fault and it has not occurred through normal or expected wear and tear — we will repair, replace, credit or refund you.
If there are any issues with your footwear, please contact us right away and include a few photographs of the issue. Our customer service team will gladly assist you.If you would like to lodge a warranty claim, please click here.