FAQ

Where are you located? 

All Secret Holiday goods are created by hand in our studio in Florence, MA, USA.

Do you accept custom orders?

No, due to each banner being designed entirely by hand (did you know all of our text is hand-lettered?) we are unable to take custom orders at this time.

Are all items listed ready to ship?

Some items are made to order - this will be clearly stated the item description. We try to keep most products in stock and ready to ship. If the listing doesn't say "made to order" or "preorder" - it will ship out within a couple days! If an item is sold out, check back soon! We try to update regularly. Follow us on instagram for more specific restock dates and times: @secretholidayco

The item I want is sold out. Can I reserve this item? 

We are unable to take reservations outside of preorders at this time. We are working hard to keep up with the demand, but need to limit the number of orders taken on at a time to be able to give each piece the care and attention each requires and deserves. If you continue to have trouble purchasing, please get in touch. We understand this must be a bit frustrating, but hope you understand. 

Do you sell wholesale?

Yes! Please reach out if you think your shop would be a great fit with our products! We can offer net60 terms! Shoot us an email and introduce yourself :)

- - - - -

SHIPPING

Secret Holiday is located in the US and ships all orders via USPS. 

DOMESTIC DELIVERY:

All domestic orders are shipped USPS First Class with Tracking. You will receive an email with shipment information once we create your package label. Secret Holiday cannot be held responsible for items lost or stolen during transit. Please contact your local post office if your package hasn't arrived on time. We have no control over packages once we leave them with the USPS. Please email us if you would like to add insurance to your postage to cover the full amount of goods purchased. This must be done *before* we ship, so get in touch right away if you would like to add this. We will invoice you for the additional charge.

Expected delivery time within the US: 2-3 days in addition to production/packaging time. Please be aware of continued delays due to the pandemic.

 

INTERNATIONAL DELIVERY:

International orders are shipped via USPS First Class International with limited tracking. You will receive an email with your shipment information once we create the postage label for your order. If you would like to upgrade your postage to Priority, please contact us directly and we will invoice you for the additional cost. Please do this ASAP, as we sometimes ship orders on the same day.

Secret Holiday is not responsible for any duty or customs charges that may occur during international shipment. Please keep this in mind when ordering and be aware of your country's postal policies. 

Secret Holiday cannot be held responsible for items lost or stolen during transit. Please contact us if you would like to add insurance to your postage, or upgrade for quicker delivery and we will invoice you for the additional fee. 

Expected Delivery time to Canada: approximately 10 days in addition to production time (maybe longer due to on-going covid delays)

Expected Delivery time Everywhere Else: average of 2-3 weeks/country specific in addition to production time (may be much longer due to ongoing covid delays and interruptions)

- - - - - 

RETURNS OR EXCHANGES

Please read all listing information before placing your order. As we are a very small operation, returns and exchanges are discouraged, but we want you to love your product! Please get in touch if you have any issues and we will work something out. We will generally accept returns within 10 days of delivery. You are responsible for return postage. A refund will be sent after we receive the item and find it in its original condition. A 10% restocking fee will be deducted from the refund to cover administrative costs. We will not refund shipping costs. If you would like to exchange a product, please email us before shipping your order back so we can work out the details. You will be responsible for all postage fees.