Use the contact and policy details supplied on your order confirmation. Keep your order number, packaging and proof of purchase.
1. Seller responsibility
White-secret.com does not currently process direct online orders. If you purchased through an authorised seller, that seller is responsible for payment, delivery, cancellation, replacement and refund processing. Seller terms may differ by country.
2. When to report a problem
Contact the seller as soon as possible—ideally within 24–48 hours of delivery—if an item is damaged, leaking, missing, incorrect, tampered with or arrives with a broken seal. The seller's published eligibility window controls the request.
3. Evidence to keep
- Order number and purchase receipt.
- Unedited unboxing video, if available.
- Photos of the outer parcel, product, label and affected area.
- Batch or lot code and seal condition.
- A concise description of the issue.
4. Hygiene exclusions
Opened or used skincare products may not be returnable because of hygiene and safety requirements, except where consumer law or a verified defect requires otherwise. Products damaged through misuse or improper storage may also be excluded.
5. Approved outcomes
Depending on the seller policy, stock and applicable law, an approved case may result in replacement, refund or another reasonable resolution. Processing times and payment-method rules are set by the seller and payment provider.
6. Return shipping
The seller should explain whether a return is needed, where it must be sent and who pays shipping. Do not send a product to the White Secret Thailand office without written instructions.
7. Product-verification concerns
If you believe a product may not be authentic, first contact the seller. You may also email support@white-secret.com with packaging photos, the batch or lot code and proof of purchase for guidance. A verification enquiry does not itself guarantee a refund.
8. Cancellations
Cancellations are subject to seller fulfilment status. Once an order has shipped, the seller may need to handle it under its return rules.
9. Contact
Product-verification support: support@white-secret.com
Support hours: 8:30 AM–5:00 PM, Monday–Friday, Thailand time.