Are Secrethem products made with natural ingredients?
Yes! All Secrethem intimate care and personal wash products are formulated with carefully selected natural plant extracts, including tea leaf, mugwort (Artemisia argyi), motherwort, and cherry blossom, to deliver gentle, effective care without harsh chemicals.
Do your products contain parabens, sulfates, or artificial fragrances?
No. We strictly avoid parabens, sulfates, synthetic fragrances, and other harsh irritants in all our formulas, making them safe for sensitive intimate areas.
Are your products suitable for sensitive skin?
Absolutely. Our gentle, pH-balanced formulas are dermatologist-tested and designed for sensitive intimate skin, with natural soothing ingredients to calm irritation and maintain a healthy microbiome.
Do you offer products for both men and women?
Yes! We have a full range of intimate care solutions tailored to the unique needs of both men and women, from daily hygiene washes to targeted care products.
What are the benefits of your key natural ingredients?
Our core ingredients are chosen for their proven intimate care benefits: Tea leaf: Powerful antioxidant protection to fight free radicals Mugwort (Artemisia argyi): Natural antibacterial and soothing support Motherwort: Gentle nourishment for intimate skin health Cherry blossom: Brightening, moisturizing, and refreshing effect
Are your products safe for daily use?
Yes. Our daily intimate washes are pH-balanced and gentle enough for everyday use, to keep you feeling fresh, clean, and comfortable all day long.
Can I use your products during pregnancy, breastfeeding, or postpartum?
Our formulas are made with gentle, natural ingredients, but we always recommend consulting your healthcare provider before use during pregnancy, breastfeeding, or postpartum recovery, to ensure it’s right for your individual needs.
Are your products cruelty-free and vegan?
Secrethem is a cruelty-free brand — we never test our products on animals at any stage of development. Most of our formulas are also vegan-friendly, with vegan options clearly marked on product pages.
Can I use your products if I have an intimate infection or condition?
Our products are for daily hygiene maintenance only, not for medical treatment. If you have an active infection, chronic condition, or any intimate health concerns, please consult your healthcare provider before use.
Orders & Shipping
Where do you ship to?
We ship worldwide to most countries and regions, including the US, EU, UK, Canada, Australia, and Southeast Asia. You can check full shipping coverage and estimated delivery times at checkout.
How long will my order take to arrive?
Order processing time is 1-3 business days. Standard international shipping: 3-15 business days Express shipping: 3-7 business days Delivery times may vary slightly by destination and local customs clearance.
Can I track my order?
Yes! Once your order is shipped, you’ll receive a confirmation email with a full tracking number, so you can monitor your package’s delivery status anytime.
Do I have to pay customs duties or import taxes?
Customs duties and import taxes are determined by your local customs authority and are the sole responsibility of the customer. We recommend checking your country’s import policies before placing your order.
What if my order is lost, damaged, or delayed in transit?
We’re here to help! Contact our support team within 7 days of delivery (or the latest estimated delivery date) with your order number, and we’ll investigate immediately to offer a replacement, full refund, or compensation.
Can I change my shipping address or cancel my order after placing it?
We can modify your shipping address or cancel your order if it hasn’t been shipped yet. Please contact our support team immediately with your order number, and we’ll assist you as quickly as possible.
Payment, Returns & Refunds
What payment methods do you accept?
We accept all major secure payment methods, including Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and more, for a safe and seamless checkout experience.
What is your return and refund policy?
We offer a 14-day money-back guarantee for all customers. If you’re not satisfied with your purchase for any reason, you can return unused, unopened items within 14 days of delivery for a full refund (return shipping costs may apply for international orders).
How do I request a return or refund?
Simply contact our support team with your order number and reason for return, and we’ll guide you through the entire return process step by step.
How long does it take to process a refund?
Once we receive and inspect your returned item, we’ll process your refund within 3-5 business days. Refund times may vary depending on your payment provider (e.g., PayPal vs. credit card).
What if I received the wrong, defective, or missing product?
We sincerely apologize for the inconvenience! Contact our support team with photos of the product and your order number, and we’ll send a free replacement or issue a full refund at no extra cost to you.
Customer Support & Service
How can I contact your customer support team?
You can reach our support team via 4 convenient channels: 📞 Phone: Monday to Friday, 9:00 AM – 6:00 PM (GMT+8, China Standard Time) 📧 Email: 24/7, we reply to all inquiries within 24 business hours 💬 WhatsApp: 24/7 instant chat support for quick questions 🖥️ Live Chat: 24/7 real-time support directly on our website
How long will it take to get a response to my inquiry?
For WhatsApp and Live Chat, we offer instant 24/7 support. For email inquiries, we reply within 24 business hours. For phone support, you can reach us directly during our business hours.
Do you offer first-order discounts or coupons?
Yes! Sign up for our email newsletter to get 10% off your first order, plus exclusive access to sales, new product launches, and intimate care tips.
Do you offer wholesale or bulk orders for businesses?
Yes! We offer custom wholesale and bulk order solutions for retailers, salons, and e-commerce partners. Please contact our wholesale team via email for more information and custom pricing.
Do you offer sample sizes of your products?
We offer limited-edition sample sets for our best-selling products, so you can try our formulas before committing to a full size. Check our product pages or social media for sample availability and promotions.
