We are committed to our customer’s satisfaction with our merchandise beyond the point of sale. Merchandise may be returned within 15 days of purchase when accompanied by the following:
- original receipt/packing slip
- all original packaging
- products must by unused
Refunds will be processed based on the original form of payment.
The following items cannot be returned:
- Secret of Essence Gift Cards
- Product Samples
- Individual products purchased as part of a set (the entire set must be returned)
- Friends of the Family Loyalty Program (membership)
Items purchased in a Secret of Essence Store/Kiosk must be returned to that store/kiosk. Items purchased via one of our partners must also be returned to that store. Please refer to each individual store return policy for details.
For Purchases Made Online:
The return address is:
The Secret of Essence Kiosk
3500 East West Highway
Hyattsville, Md. 20782
If a package is returned to our warehouse as undeliverable, you will be issued a refund for the amount of the order less $7.00 (UPS re-routing fee). If you choose to have your package reshipped, there will be a $13.95 charge ($7.00 re-routing fee and $6.95 shipping fee).
While we are unable to process new orders via the return process, if you wish to replace the item, please place another order online.
For your protection, and to ensure prompt deliver, we recommend that you send your return via UPS or insured Parcel Post. Please note that return shipping fees are not refundable and are the responsibility of the customer. Your refund will be processed based on the original form of payment (minus return shipping and handling).
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if damage occurred to the items in your shipment, please contact Victoria at Customer Service: 443-955-9801 between the hours of 10:00 a.m. and 5:00 p.m. EST.
Mondays to Fridays. Our customer service representative will be happy to assist you.
Please bear in mind that our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently. Therefore, we cannot change or cancel an order once it has been submitted.