Shipping, Return and refund policy
Thanks for purchasing our products at webofsecrets.store operated by Team Web of Secrets and Marvelous FX. For terms and conditions please see here
Returns and Refunds
Due to the nature of the products sold we don't accept returns and refunds on non faulty products.
You have the right to cancel your pending order for actual physical goods supplied from stock (excludes special orders) with no magical instructions or items returned factory sealed where you are not able to access any instructions within 7 days.
Should you receive a faulty product contact us by phone, email or Facebook and message us with the issue and simply return your product (buyer pays return postage) we will replace your item.
You are liable for return expenses and goods must be returned by you in an unused and in an as new external box condition etc before we issue a replacement.
"Special order" Stock
Special order items cannot normally be returned for refund, so please be sure the item is what you require.
On occasion we have deliveries returned to us because they have not been collected from the post office. In such instances a restocking fee of at least 30% will apply or you must pay the full price (the actual price we pay plus packaging costs) for redelivery of your item.
Please note any item on our website that has this message below the availability icon is ordered in as a Special Order. Once ordered these can not be cancelled or returned if you change your mind without incurring a substantial restocking charge to cover returning the item to the supplier. Quite often this charge will be more than the item is worth in the case of low value items.
Our website is very clear in identifying these products on the item page and there is also a prominent message at basket checkout telling you special order items can not not returned.
The 1-4 working days quoted may go out on occasions due to the occasional flight or customs delay or Bank Holidays here and in the US, but only normally by a day or 2 depending on the length of the holiday.
Once placed these orders cannot be cancelled or returned if they have been shipped to us from the supplier. Please be sure any special order items you require are correct before placing the order.
Delivery & Charges:
Please note we have no control over the delivery times of Royal Mail or other carriers that we may use and cannot be held responsible or guarantee the speed of delivery.
Orders are sent by Royal Mail and can be tracked on this website https://www.royalmail.com/track-your-item If your order is being shipped outside the UK then Royal Mail will use a delivery partner in your country to deliver, please refer to the tracking website for a link to see who that partner is for your country which will enable you to track in more detail once it leaves the UK. If your order is slow to arrive please check the tracking as once it has left us we can not control the speed or advise anymore than the tracking website. Sometimes the post office or courier try to deliver but do not leave a card or any record of the attempt other than online, it is your responsibility to check the website and contact the carrier as required. If items are returned to us due to non collection, delivery or with address problems we can not resend until the shipping has been paid again to resend the item.
When checking out please select the required delivery method.
UK shipping for Refills is free
1st / 2nd class shipping starts at £4 for other items.
Please note the delivery dispatch and estimate times shown on the website are only estimates, the system cannot calculate Next Working Day properly on Bank Holidays or times when we are closed.
EU shipping prices start at free on refills, and begin at $10 untracked
Rest of the World
Rest of the world shipping prices begin at free for Refills and begin at $10 untracked.
You may be charged you for importing items into your Country when posted from UK. Please note that you are responsible for any charges that may arise. Where possible we will ship direct from USA.
Delivery times or delays by the postal service are out of our control and will depend on the destination.
All of the prices above are based on small parcel size packages under 1kg.
If your order is larger or heavier we reserve the right to contact you for the additional cost to ship your item. If this is not acceptable we will refund your order. In most cases we do not charge but a small number of items we ship are very large and heavy and can not be allowed for in our normal shipping calculations.
Special Order Items
If you order a pre-order or a special order item with other items the whole order will be sent when the pre-order or special order item is in stock. If the other part of your order is urgent please place 2 separate orders.
This does not happen very often but if an order is lost in the post we have 2 options:
1. Wait 10 working days for UK (20 working days for overseas) until the item is classed as lost and then we would despatch a replacement item.
2. You pay for another order before the time has elapsed and return the duplicate order for a refund should it arrive. If the item does not arrive we refund the second payment as your delivery is insured.
Both of these ways are very frustrating for our customers but delivery is out of our control and items do get lost in the post, but thankfully very occasionally.
Due to the nature of our business and products we sell, items that expire sooner than 1 month from the date of the purchase are not eligible for a refund.
For any other items to be eligible for a refund, you have to return the item you have purchased to us within 7 calendar days of the purchase. The item must unopened and in its original condition. Contact our customer services department to get a free shipping label.
If our products arrived damaged, rotten or contaminated in any way, please contact us right away and we will be happy to send a free replacement regardless of its expiration date.
If anything is unclear or you have more questions feel free to contact our customer support team.