Absolute Rubbish! On arrival went straight into the bin. Wasn't going to embarrass myself or insult my partner by offering her such a poor quality and obviously badly copied piece of erotic lin... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
4 things ordered - 1 incorrect item sent, 1 poor fit, 2 poor quality! If you like speaking to AI robots for customer service then this is the company for you.. say all the right things in their respo... See more
Company replied
Terrible scam business. Definitely not from the Netherlands and from poorest quality and worst manufacturers from China. Initiated the return process to get a full refund initially and offer... See more
Company replied
I was sent lingerie a few months back that was all different sizes as it’s from china!!! They looked pretty but I needed to contact them to send some back I’ve heard nothing still got lingerie I bou... See more
Company replied
1.5
Bad
288 reviews
Replied to 81% of negative reviews
Typically replies within 2 weeks
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Would give zero stars if I could
Would give zero stars if I could - DO NOT BUY FROM THIS COMPANY. Absolute shambles - customer service is a joke. I emailed on the same day my items arrived to say I had changed my mind (they took so long to arrive I didn’t even try them on, and had since started doubting my £75 was spent with a legiitnate company - wish I’d read reviews before). I stated my items were unopened - took days between emails to get replies. They told me my items didn’t qualify for a refund and best I could get was 15% back?!! THEY ARE UNOPENED AND WITHIN 14 DAYS! I have now been waiting two weeks for this suppoosed refund - I have emailed three times to chase and guess what, no response. How is it legal to rip people off like this. Disgrace of a company
November 17, 2024
Unprompted review
Reply from Secret cocos
Hi Mrs. Cropp,
Thank you for reaching out, and we sincerely apologize for the inconvenience you’ve experienced. Our team will be sending you the return instructions shortly via email. Once you’ve returned the items, kindly share the return track & trace details with us at returns@secretcoco.com. This will allow us to monitor your return and ensure your refund is processed smoothly.
We truly appreciate your patience and understanding as we work to resolve this for you. Should you have any further questions or need assistance, please don’t hesitate to get in touch.
Best regards,
Sanne
Secretcoco
DONT BUY!!!!!!!!!!!!
DONT BUY!!!!!!!!!!!!!
Ordered 3 items 3 months ago and I still haven’t received them!
I asked for a refund and they keep saying my 2week return window has expired. HOW HAS MY WINDOW EXPIRED if there’s no items to return!?
September 20, 2024
Unprompted review
Reply from Secret cocos
Hi Eugenie,
Thank you for your feedback. We’re sorry to hear about your experience, but we do find it unusual that this concern is being raised after three months. If you haven’t received your order, we urge you to contact our customer service team immediately at support@secretcoco.com with your order number, so we can investigate this for you.
Our 14-day return policy begins only once items have been delivered. If your items haven’t arrived, this policy wouldn’t apply, and we’re happy to resolve the issue either by reshipping your order or providing a refund if the shipment is indeed lost.
We’re committed to ensuring that our customers receive their orders and will do everything we can to address this. Please reach out so we can assist you further.
Best regards,
Sanne
Secretcoco
Do not trust their website
They advertise everywhere on their website "14 days money back guarantee" and "100% SATISFACTION GUARANTEE
Not satisfied? Returns are quick and easy to arrange."
Don't trust them, it's a big lie. I ordered 3 bodysuits from them. I opened one and just by touching it the quality was really poor, scratchy fabric, didn't even want to try it on. I immediately contacted the customer service and explained I wasn't satisfied at all and I would like to start te return & refund process. This is when they explained that I can't returned the items for hygiene reasons (which I understand). They said that I could only return the items if the parcel wasn't opened. How am I supposed to assess to see an item and assess whether I like it or fits without opening the parcel.
Save yourself some time, do not purchase anything from them.
November 21, 2024
Unprompted review
Reply from Secret cocos
Hi Laurie,
Thank you for your feedback. We’re sorry to hear that the bodysuits didn’t meet your expectations and that our return policy caused frustration.
We understand that this can be disappointing. To address such situations, we offer alternative solutions, such as exchanges or partial refunds, to help our customers find the best resolution. If you haven’t already explored these options, please feel free to reach out to our customer service team again at support@secretcoco.com and let them know that Sanne gave you these options.
We sincerely apologize for any misunderstanding and appreciate your feedback, which helps us improve our communication and policies for the future.
Best regards,
Sanne
Secretcoco
Terrible service and poor quality products
Firstly the company took several weeks to deliver the products, despite a reminder email. When the product finally arrived we were on holiday. When we came back from holiday we wanted to send the products back, as we had purchased similar on holiday. SC said "no", 2 week rule. As we could not send the products back my wife tried on the products and they were ill-fitting and cheap rubbish, which are now in the bin. I would not recommend wasting your money with this company.
November 22, 2024
Unprompted review
Reply from Secret cocos
Hi Greg,
Thank you for sharing your feedback, and we’re sorry to hear about your disappointing experience. We understand your frustration and appreciate the opportunity to clarify some points.
Our return policy allows for returns within 14 days of receiving the items, as per industry standards and regulations. We apologize if this time frame felt restrictive, especially given your holiday situation. Unfortunately, once the 14-day window has passed, we are unable to process returns.
We’re committed to improving the experience for our customers and appreciate your feedback, which helps us refine our processes and communication. Please don’t hesitate to contact us at support@secretcoco.com if you have further concerns or questions.
Best regards,
Sanne
Secretcoco
SCAM! DON'T BUY!
It's a shady drop shipping business that sells very low quality products shipped from China. The delivery takes weeks, the products break immediatelly and the support is set up so they won't refund you with the excuse of the type of products, whilst the reality is that they have no warehouse and no return address THIS IS A SCAM! I asked for a refund and best they could do is offer 30% and they have been "sending it to their financial department" for a month now. DO NOT BUY ANYTHING!
EDIT: Still no refund after 2 months, I invite everyone to contact Citizens Advice consumer service and report this business.
November 1, 2024
Unprompted review
Reply from Secret cocos
Hi Emiliano,
Thank you for your feedback, and we’re sorry to hear that your experience didn’t meet your expectations. We’d like to clarify that we are not a dropshipping company. We are a legitimate business with a warehouse overseas to efficiently serve our global customer base. This setup allows us to reduce delivery times, offer competitive pricing, and ensure the quality of our products.
We understand your frustration, and we sincerely apologize if the issue with your refund has caused any inconvenience. Refunds are processed as quickly as possible, but depending on your bank or payment method, it may take some time to reflect in your account.
If you still have unresolved concerns, we encourage you to reach out to our customer service team at support@secretcoco.com with your order details. We are committed to addressing any issues and finding a resolution that satisfies you.
Best regards,
Sanne
Secretcoco
Reply from Secret cocos
Beste Tessa,
Bedankt voor je bericht. We vinden het jammer om te horen dat je niet tevreden bent met je ervaring. We willen graag verduidelijken dat onze producten zorgvuldig worden ingekocht bij officiële fabrieken en leveranciers en dat elk item wordt getest voordat het aan onze collectie wordt toegevoegd.
Hoewel onze magazijnen zich in China bevinden om wereldwijd snel en efficiënt te kunnen leveren, staat kwaliteit altijd centraal. Mocht je een specifieke klacht hebben over je bestelling, neem dan gerust contact op met onze klantenservice via support@secretcoco.com. We helpen je graag verder om tot een oplossing te komen.
Groetjes,
Sanne
Secretcoco
Worst and non reactive customer service
I placed an order on 05/11. I have still not received but the worst part is that despite my emails and reminders nobody is replying from their customer service. Also the products are shipped by China which is not evident once you place the order
November 5, 2024
Unprompted review
Reply from Secret cocos
Hi DS,
Thank you for your feedback, and we sincerely apologize for the inconvenience you’ve experienced. We understand how frustrating it can be to wait for your order without clear updates.
Our customer service team works diligently to respond to all inquiries within 24 hours, but occasionally it may take slightly longer during busy periods. We recommend checking your spam or junk folder, as our responses may sometimes end up there.
Regarding your order, we’d be happy to check the status for you. Could you please provide your order number? This will help us resolve this for you as quickly as possible.
As for the shipping location, we do mention on our website that we ship directly from our warehouse in China. This allows us to serve customers worldwide efficiently and offer competitive pricing. We apologize if this wasn’t clear during the ordering process.
Please reach out to us at support@secretcoco.com with your order details, and we’ll ensure this is sorted out promptly.
Best regards,
Sanne
Secretcoco
AVOID - save your money and sanity!
Awful sizing, poorly made, poor customer service.
Been waiting 5 weeks for an agreed refund of 30% only. Shocking customer service. Some items poorly made (the one that wasn’t way over sized - strapped snapped immediately when putting it on due to the flimsy way it was attached to the metal hook). Sizing not great meaning you’ll likely need to return things but then never be able to and good luck seeing your refund! Last email not responded to, I hope that’s not because they plan on just ignoring me now! Just leaving some warning reviews at this stage as I’m so fed up with the service being provided!
Also took forever to arrive in the first place and their policy on returns is ridiculous - how you are supposed to buy something that you can’t return when their sizings are so different is beyond me!
September 16, 2024
Unprompted review
Reply from Secret cocos
Hi Rebecca,
Thank you for your feedback, and we’re sorry to hear about your experience. We understand your frustration and appreciate the opportunity to address your concerns.
Regarding the refund, we sincerely apologize for the delay. Refunds typically take up to 14 working days to process, depending on your bank or payment method. If it has been longer than this, please contact our customer service team at support@secretcoco.com, and we’ll prioritize resolving this issue for you.
We’re also sorry to hear about the quality issues and sizing concerns. While we strive to provide accurate sizing charts and high-quality items, mistakes can happen. In cases where there are defects, we always offer solutions such as replacements or partial refunds, which you’ve already been offered.
Our return policy is designed to comply with hygiene regulations, particularly for lingerie. While this can feel restrictive, it is standard practice across the industry to ensure the safety of all customers. That said, we understand how this can be frustrating if sizing isn’t perfect, and we are constantly working to improve this aspect.
Your feedback is invaluable to us, and we’re committed to making things right. Please don’t hesitate to reach out again so we can resolve this promptly for you.
Best regards,
Sanne
Secretcoco
Do not buy
I have had a bit very bad experience with the seller I initially paid for 3 items (£75 deal) and paid £5 for postage security. I received a notification to say that my item had been shipped and it took something like 10 days or more to arrive as it was coming from China, the items appeared on the website to be a good quality and the price was quite costly. The website advertises as it’s an EU country however you can clearly see when it has been posted that it’s coming from somewhere else - which did not really matter as long as items were of good quality.
I had trouble with the delivery as a photo was taken with the item on my doorstep. However when I arrived home shortly after the item wasn’t there. I later found this item in my general waste bin!
i’ve taken the items out of the packaging. One of the items is quite nice. That is one of the night dresses however the sizing is a bit off - little bit larger than expected for a medium. The other two items I ordered was another night dress and underwear set these were also ordered in a medium however the sizes completely different to the night dress that I think is the better quality like Dress , one of the dresses is tiny and so is the underwear. In fact when I tried it on one of the clips was loose and as soon as I clipped it - it bent.
In summary the size is completely wrong for the garments. The sizing should be consistent so you order one size that fits you.
I’ve tried to process a refund using PayPal as you usually use PayPal to have protection. this is my first experience with a bad seller and PayPal supporting the seller. I am asking you to hopefully protect any future buyers. I bought this product after seeing on Facebook for a few days. I wish I never bought it now. I’ve wasted my money. 😢
November 11, 2024
Unprompted review
Reply from Secret cocos
Hi Leanne,
Thank you for sharing your detailed feedback, and we’re sorry to hear about the issues you experienced with your order. We understand your frustration and appreciate the opportunity to address your concerns.
Firstly, regarding the delivery: we apologize for any inconvenience caused by the shipping process. While we use a warehouse in China to serve our global customer base efficiently, we aim to ensure that all orders arrive safely. Finding your package in a waste bin is completely unacceptable, and we will look into this with our delivery partners.
Regarding the sizing, we regret that the items didn’t fit as expected. We strive for consistency across our sizing charts, but it seems there was an issue in this case. If an item arrives damaged or with incorrect sizing, we always encourage customers to contact us directly at support@secretcoco.com so we can provide a resolution, such as a free replacement or exchange.
We aim to deliver quality products that match their online representation. If the items did not meet your expectations, we sincerely apologize. We will review your case and work to find the best solution for you. Please feel free to reach out again with your order details if we haven’t already addressed this.
We value your feedback as it helps us improve and ensure better experiences for our customers in the future.
Best regards,
Sanne
Secretcoco
I would give zero stars if possible
I would give zero stars if possible.
I have ordered a body suit using their size indications and the fit was completely wrong.
I would like to return the product and receive a refund since the sizing seems completely off and they are not letting me do that, saying it goes against hygiene standards. I have tried the body suit with underwear on and either way, how are people supposed to make sure it fits if not trying it on first?
I am shocked of how poor the customer service and return policy is. I will never order from this website again and advise friends the same.
November 11, 2024
Unprompted review
Reply from Secret cocos
Hi Sabrina,
Thank you for sharing your feedback, and we’re truly sorry to hear about your disappointment with the fit and your experience with our return policy. We completely understand how frustrating it can be when an item doesn’t meet your expectations.
Regarding the return policy, lingerie is classified as hygiene products, and for the safety and health of all our customers, they cannot be returned once the packaging is opened. This policy is in line with industry standards and European regulations. However, we always strive to find a resolution for customers in situations like this. If the sizing is incorrect, we usually offer options such as a free exchange for the correct size or partial compensation.
We sincerely apologize if this wasn’t communicated clearly during your interactions with our customer service team. Please reach out to us at support@secretcoco.com so we can review your case further and see how we can best assist you.
Your feedback is invaluable to us, and we will use it to continue improving both our policies and customer service. We hope to have the opportunity to make things right for you.
Best regards,
Sanne
Secretcoco
Bought 3 sets from here for a surprise gift
Bought 3 sets from here for a surprise for the mrs. None of the pictures look anything like the product. Verh very cheap made stuff from china. Refunds say 14 days from receipt yet it took over 14 days to even be delivered to me. Do not buy from here
November 9, 2024
Unprompted review
Reply from Secret cocos
Hi Luke,
Thank you for your feedback, and we’re sorry to hear that the items didn’t meet your expectations. We strive to ensure that our products reflect the images on our website and are of high quality. If there’s been an issue with your order, we sincerely apologize.
Regarding the refund policy: our 14-day return window begins from the date you receive the items, not the date of purchase. If you’d like to initiate a return, please contact us at support@secretcoco.com, and we’d be happy to assist you.
We understand your frustration and would like to investigate further to resolve this for you. Your satisfaction is important to us, and we’ll do our best to make this right.
Best regards,
Sanne
Secretcoco
Perfect Order from Delivery to Quality
Happy with my purchase! Everything about this order was perfect, from delivery to quality. I highly recommend it.
November 8, 2024
Unprompted review
Reply from Secret cocos
Hi Carol,
Thank you for your fantastic review! We’re so glad to hear that everything was perfect with your order, from delivery to the quality of the items. Your recommendation means the world to us, and we’re thrilled that you’re happy with your purchase.
If you ever have any questions or need assistance, we’re always here to help. We look forward to your next visit!
Best regards,
Sanne
Secretcoco
Professional Customer Support
Professional customer service. I needed to return an item due to sizing, and everything went smoothly. Very helpful!
November 8, 2024
Unprompted review
Reply from Secret cocos
Hi Constance,
Thank you so much for your kind words! We’re delighted to hear that you had a positive experience with our customer service team. Ensuring a smooth and helpful process for our customers is always our top priority, so it’s great to know we could assist you with your return.
If you need anything else, don’t hesitate to reach out. We’re here to help and look forward to serving you again in the future!
Best regards,
Sanne
Secretcoco
Not buying from this site
Not buying from this site. A simple AI search on the pictures shown on the website reveals that these products are all alibaba trash from China. Nuff said...
November 8, 2024
Unprompted review
Reply from Secret cocos
Hi Quincy,
Thank you for your feedback. We want to clarify that our products are not Alibaba items or “trash” as you mentioned. All our lingerie is sourced directly from official manufacturers and carefully selected for quality before being added to our collection.
While some images may appear similar due to unauthorized use on other platforms, we assure you that our items are original and held to high-quality standards. Our warehouse in China allows us to serve a global customer base efficiently, but we are not a dropshipping company.
If you have any concerns or would like more information about our products, feel free to contact us at support@secretcoco.com. We’re always happy to help.
Best regards,
Sanne
Secretcoco
Good Fit with Beautiful Details
Good fit and beautiful details. The bra and panties are exactly what I hoped for, with lovely lace and sturdy material.
November 6, 2024
Unprompted review
Reply from Secret cocos
Hi Clay,
Thank you for your lovely review! We’re so happy to hear that the fit and details of your purchase met your expectations. The lace and sturdy material are part of what we aim to deliver—a perfect combination of style and quality.
If you ever need assistance or have questions about future orders, feel free to reach out. We look forward to having you shop with us again!
Best regards,
Sanne
SecretCoco
Very disappointed with my order the…
Very disappointed with my order the advert shows some lovely products and the price and alignment with the advert looks to be good quality after a significant delay in the delivery, I I got it and as you can see from the other reviews, the quality of the products are terrible. You would probably be better from Shein or Primark for a fraction of the price. The sizing of the product is not consistent with another one received - with the products being a completely different size to another. Very disappointed!
October 31, 2024
Unprompted review
Something completely different to what I ordered arrived
I ordered because it looked amazing on my Instagram algorithm feed. What arrived was wildly different from what I ordered. I emailed customer service and no one got back to me. Lesson learned to not fall for Instagram adverts. The quality is also deplorable.
October 25, 2024
Unprompted review
Absolute scammers
Absolute scammers!
Cheap lingerie is sent straight from China. I had to exchange 20 emails for them to even consider my return and it turns out it’s been just for the sake of the conversation. I spent money on a return label and no money was sent back! It’s been almost 2 months, ‘support’ ignores my emails, they basically steal money from you.
October 29, 2024
Unprompted review
0* AVOID
After a ridiculous amount of emails back and forth to finally get a return address and instructions, weeks later my returned parcel (which cost almost £15 to return) has turned up at my door after 3 unsuccessful delivered attempts and the company not collecting from collection point after missed deliveries. The company is a complete joke. AVOID.
October 29, 2024
Unprompted review
Dodgy communication and sending
I ordered one body suit on 11 Oct. I only received it on 25 Oct. During those weeks I emailed and tried to contact customer support for updates. Only last week did I received a message to say it would be delivered within 3-5 days. Note: it’s being shipped from China.
By the time it arrived I didn’t need it anymore so I emailed to begin the refund and return process. Silence. I have now sent 3 emails and no response. They say they will respond within 24hrs but this isn’t true. They have no other forms of communication and I’m worried I won’t be able to get my money back.
Please help out and email me back. Ordernummer: 6323
October 28, 2024
Unprompted review
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.