Our return policy is effective for 30 days​ after arrival of your order.​ To be eligible for a return, your item must be unused, in the same condition that you received it, and it must also be in the original packaging. For refunds (if applicable), please send an email to info@cleopatras-secret.com ​with your full name, order number, item name and the reason for your return.

The return is the responsibility of the customer. We do not cover the shipping costs (exception: we sent you a defective or wrong item). Please note that in the event of a return, the shipping costs paid will not be refunded.

Orders can be canceled within 12 hours after placing the order to receive a full refund. To do so, send an e-mail with your order number to info@cleopatras-secret.com as soon as possible. If you cancel after 12 hours, there is a possibility that your order has not been shipped yet. If this is the case, a cancellation can be made for a processing fee of 15% of the purchase price.

Return requests for orders received and delivered after 30 days will be politely declined. We hope you understand. ​If 30 days​ have gone by since your order has been delivered, unfortunately we can’t offer you an exchange or a refund.

Once your return is received and inspected (it can take up to 7 business days), we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed right away and a credit will automatically be applied to your original method of payment within 10 business days - depending on your bank.

Please make sure to read our item descriptions carefully. ​Please bear in mind that photos may differ from actual item in terms of color due to the lighting during photo shooting or the monitor's display.

Please note that a refund is not possible, while the package is on the way to you and has already left our warehouse. This also applies if the product arrives later than stated due to external circumstances (e.g. delay of shipper, holiday season, customs clearance).

Note: National law is above our policies.

Our Responsibility

  • Faulty/damaged product: If the product has a manufacturing defect, we will send you a replacement for free/full refund.
  • Wrong item sent: If we send you the wrong product, color or size, we will send you a replacement for free/full refund.

Your Responsibility

Somewhere along the way you might have made a mistake. If any of these are the case, it’s up to you to sort things out and unfortunately we cannot refund your item (e.g. incorrectly provided address: If you made an error in the address).

We are not responsible for orders not received due to incorrect shipping addresses entered by the customer at the time of purchase.
If the product was delivered according to the tracking number, but you claim not to have received this item, then we are not liable for it. If there is reasonable suspicion that the package was stolen, a report must be filed with the police, which should be forwarded to us. Only in this case, also for insurance reasons, a free replacement can be offered.

Return / Exchange Process
If you believe an error has occurred due to a mistake on our part, first of all, please accept our sincerest apologies! Your satisfaction is of the highest importance to us! We are happy to replace or exchange any items that we missed the mark on.

Exchange Request Instructions
Please follow these instructions for Return Request:

1. Take a photo of the problem
2. Send an email with the subject line “Order # 'YourOrderNumber' Replacement Request” to ​info@cleopatras-secret.com. 
Please include the following:

  • The photo(s)
  • A specific description of the issue
  • The Order Number - If there are multiple products in an order, identify the product with the issue

Our support team will usually respond within 2 business days and return instructions will be provided.

Refunds will not be granted if the customer ordered the incorrect size/color/quantity etc.​ We ship the exact item(s) that you select at time of purchase. If you require a change to your order, please email us ASAP and we will try our best to accommodate your request. If your order has already been processed or shipped, we cannot make changes to your order, and a refund will not be granted.

Items received that are defective or damaged will be replaced with the same item free of charge. We also provide full refunds in instances of defective or damaged goods.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support email.