Thanks so much for the package, it's honestly somthing magical! I bought this device following the consultant recommendation and still amazed by how incredible it feels. The amount of pleasure and sat... See more
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Review summary
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Reviews shaping this summary
The company is genuine and the dispatch times were really fast, unfortunately the Saturday next day delivery was delayed because of the courier, this was resolved by Secrets Shop and they sent m... See more
Company replied
The lube I ordered was pictured with a pump bottle, whereas what I reviewed was a simple screw cap. Misleading and no response to my email to customer service. Very disappointing. However after raisin... See more
Company replied
Placed my order on a Wednesday evening and was pleasantly surprised to get it by Saturday. Delivery across the UK doesn’t usually happen this fast! The packaging was very discreet and secure, which I... See more
Company details
- #8 of 19 best companies in Sex toy store
- #5 of 10 best companies in Adult entertainment store
- #64 of 133 best companies in Cosmetics shop
- #5 of 12 best companies in Erotic clothing
- #15 of 38 best companies in Lingerie shop
- #28 of 56 best companies in Underwear shop
Written by the company
Secrets-Shop is a reputable UK-based online sex shop with over 12 years of experience in the industry. We have a proven track record of providing high-quality products and exceptional customer service, as evidenced by our more than 300,000 fulfilled orders in the UK and other markets. Our vast selection of over 10,000 products, including a wide range of sex toys, vibrators, erotic lingerie, lubricants, natural oils and other essentials, makes it easy to find exactly what you're looking for. We prioritize convenience and speed, offering free delivery on orders over £40 and next-day delivery options. Our customer service team is dedicated to ensuring complete customer satisfaction with every purchase. Choose Secrets-Shop for the best products, fast delivery, and an enjoyable shopping experience.
Contact info
128 City Road, EC1V 2NX, London, United Kingdom
- 020 7078 8745
- hello@secrets-shop.co.uk
- secrets-shop.co.uk
4.6
Excellent
479 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 94% of negative reviews
Typically replies within 48 hours
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I received exactly what I ordered and…
I received exactly what I ordered and delivered very quickly, very happy with the whole experience
29 January 2026
Good sevice
29 January 2026
Thanks to the Customer Care Secret Shop…
Thanks to the Customer Care Secret Shop team, Sophie in particular. helped with the selection, and the delivery went quickly and smoothly. Discrete as promised. Never thought I'd be a customer of such a shop but here we are
2 January 2026
Unprompted review
Excellent and a genuine company
The company is genuine and the dispatch times were really fast, unfortunately the Saturday next day delivery was delayed because of the courier, this was resolved by Secrets Shop and they sent me a resolution and a well detailed email in response. So when things go wrong they put things right and resolve them.
I would still say when customers email a faster reply would be better than having to leave feedback on trustpilot.
Overall a great company and great products, I have tested the item and very happy.
Thank You.
16 January 2026
Unprompted review
Reply from Secrets Shop
Dear Mark,
Thank you for your review — and thank you for your order.
As soon as we saw your feedback, we immediately started looking into what happened, because this is not the level of service we aim to provide — and not the experience our customers know us for.
Thank you for your patience and for giving us the chance to put things right.
We'll be glad to serve you again in future.
Kind regards,
Emily
Customer Care Team
Secrets-Shop UK
WARNING
WARNING! Secretshop is a complete scam! I paid extra for faster delivery and my order was STILL never sent. The tracking number is fake, the seller ignores all messages, and customer service does NOTHING. Total fraud! Save your money and stay FAR away from this company. 1 star.💩💩💩💩💩
15 January 2026
Unprompted review
Reply from Secrets Shop
Hi Makhliyo,
We’re very disappointed to see this review, as it does not reflect what actually happened and it unfairly misrepresents our business. We always go the extra mile to support our customers, which is the complete opposite of what you’ve stated here.
To clarify the facts: you placed an order and then, within 3 hours, requested a cancellation (via email) — which we processed immediately. A tracking number was generated automatically by the system before the cancellation was fully processed, which is why it may have appeared as “sent”. However, the order was not shipped.
We also responded promptly to your message yesterday and explained the situation in full. Unfortunately, our emails have been bouncing back, which typically happens when a mailbox is full or there is a delivery issue on the recipient’s side. This is the opposite of “ignoring” you.
Your order has already been fully refunded. Please note that refunds can take several business days to appear, depending on your bank/payment provider.
Given the above, we strongly reject the accusations made in your review (including “scam” and “fraud”), as they are untrue and extremely damaging. We kindly ask that you update your review to reflect the actual outcome, as that would be fair.
Kind regards,
Secrets-Shop Customer Care Team
Wide selection and fast delivery
I had a smooth online shopping experience with a wide range of products all in one place. The website was easy to use, the ordering process was straightforward, and delivery was fast and discreet. Everything arrived as expected, with no issues.
12 January 2026
Unprompted review
Very good product
5 January 2026
The item didn’t work
The item I ordered needed batteries (which is completely fine) but once I put one in the product didn’t work I know the batteries worked because they were fresh out of the packaging and my item only work if the top is stewed on in a specific way.
6 January 2026
Reply from Secrets Shop
Thank you for bringing this issue to our attention.
Our colleagues will contact you directly via email to review the situation and resolve it as quickly as possible.
While manufacturing issues can occasionally occur, we always stand on our customers’ side and do our best to make things right.
Best regards,
Sophie
Customer Care Team
Secrets-Shop UK
Browser set to incognito. PayPal ready. Go!
Part of the fun and excitement of buying adult products is the visit to a shop or website itself. And visiting the Secrets Shop online certainly doesn't disappoint. My wife and I felt like kids in a candy store. OK, perhaps not the most appropriate analogy. But you know what I mean. They've got a vast array of products to choose from, marvel at, make your eyes water just looking at and, most importantly, want to buy. So it's a good thing they're so competitively priced. Because you'll probably want to fill your basket with things you didn't even know you wanted, but really want to try. You know that old saying "good things come to those who wait"? Well, with Secrets you won't have to wait long before your goodies arrive and in packaging that won't put a smirk on the face of a postie. Unlike the contents, the parcels are completely and reassuringly plain. Brilliant customer service too. We're tempted to visit the actual shop. But we've already got a mortgage and I don't think you're allowed a wheelbarrow on public transport.
2 January 2026
Lube
The lube I ordered was pictured with a pump bottle, whereas what I reviewed was a simple screw cap. Misleading and no response to my email to customer service. Very disappointing. However after raising the issue on here a satisfying solution was offered by secrets shop. Thank you
30 December 2025
Reply from Secrets Shop
Dear Alexander,
We’re really glad we were able to resolve the issue and that you were happy with the solution. Thank you for your patience and for giving us the opportunity to make things right.
--
Dear Alexander,
Thank you for your feedback.
We’ve identified that your previous email unfortunately ended up in our spam folder, which is why you didn’t receive a reply earlier — our apologies for this.
We are now reviewing the situation, including why the product received differs from what was shown in the images, and will get back to you shortly. Our team will contact you directly via email to resolve this matter.
Kind regards,
Sophie
Customer Care Team
Secrets-Shop
For ordering to deliver it was great service
For ordering to deliver it was great, hands up to you and Royal mail x
31 December 2025
Easy to navigate the site and notified…
Easy to navigate the site and notified of delivery at every step.
29 December 2025
De delivery was perfect and no defects.
29 December 2025
I received my parcel and thanks a lot
I received my parcel and thanks a lot, good stuff.
29 December 2025
Doll was burst at seam on delivery…
Doll was burst at seam on delivery wouldn't recommend this product or company
29 December 2025
Reply from Secrets Shop
Dear Thomas,
Thank you for your honest feedback.
We’re very sorry to hear about your experience with the product and sincerely apologise for the inconvenience caused.
While manufacturing defects can unfortunately occur on rare occasions, we always do our best to support our customers and resolve such situations fairly and promptly. Our team will contact you directly to review the issue and make things right.
Thank you for bringing this to our attention — resolving matters like this is an important part of our service.
Kind regards,
Sophie
Customer Care Team
Secrets-Shop
- super fast with good delivery options…
- super fast with good delivery options and received as described
My only little point is that the label will still visible through the tape so not 100% discreet as anyone including the driver could see that
29 December 2025
It is always nice to shop with you!
It is always nice to shop with you!
Very quick response, trustful and fast shipping.
11 November 2025
Started ok then ive had issues.
This issue was resolved and my parcel has now been delivered, the head office phoned me up and we came to a solution of using a different courier.
I know this wasnt the company's fault but im glad its sorted
First parcel was never received by the royal mail, customer service seemed to start off being very helpful, sending a "better product" which was actually discounted to half of the price of my original order. That one actually got delived how ever I told them I wanted my original purchase as it was something my wife wanted for Christmas, this time it made it to the royal mail, however got lost in transit.
I have requested a refund nearly a week ago and customer service hasn't replied to me. I have now had to purchase the product elsewhere. My first purchase was the 1st of december and it is still not resolved.
1 December 2025
Unprompted review
Reply from Secrets Shop
Dear Josh,
Good afternoon!
First of all, thank you for your feedback. Our Head of Customer Support has already been in touch with you today, and I hope we were able to clarify the situation and move things forward.
Unfortunately, there has been a series of unfortunate issues with your order, and we sincerely apologise for the inconvenience caused. That said, we are now on the right track and expect everything to be fully resolved tomorrow, with your long-awaited order finally reaching you.
Thank you very much for your patience and understanding.
Best Regards,
Sophie
Customer Care | Secrets Shop UK
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