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FAQ

Please read our policies thoroughly before placing an order. 

Where are you located? 

All Secret Holiday & Co. goods are created by hand in our studio in Florence, Massachusetts, 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?

Currently, unless otherwise stated in a specific listing, all items are ready to ship! If an item is sold out, check back soon! We try to update each week, typically on Tuesdays. 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 scheduled updates 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, but due to the handmade nature of our product, we are limited in the number of wholesale clients we can take on at a time. Please reach out if you think your shop would be a great fit with our products! 

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SHIPPING

SH&Co is located in the US and ships all orders via the US Postal Service. 

DOMESTIC DELIVERY:

All domestic orders are shipped USPS First Class with Tracking. You will receive an email via PayPal with shipment information when 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 US Postal Service. Please email us if you would like to add insurance to your postage to cover the full amount of goods purchased.  

Expected delivery time within the US: 2-3 days in addition to production/packaging time.

INTERNATIONAL DELIVERY:

International orders are shipped via USPS First Class International with tracking. You will receive an email via PayPal with your shipment information. If you would like to upgrade your postage to Priority, please contact us directly and we will invoice you for the additional cost via PayPal.

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: up to 10 days in addition to production time

Expected Delivery time Everywhere Else: average of 2-3 weeks/country specific in addition to production time

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RETURNS OR EXCHANGES

Please read all listing information before placing your order. As we are a very small operation, returns and exchanges are not encouraged, 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 except 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.