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
480 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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Very satisfied with the quality and the…
Very satisfied with the quality and the swift service of this company
3 October 2025
Thanks so much for the package
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 satisfaction us just unreal - I feel like on cloud nine:) Can't believe I ever lived without it
3 October 2025
Unprompted review
Amazing products and amazing customer…
Amazing products and amazing customer service
Thanks you for your free item
30 September 2025
Delivery was awful it was meant to…
Delivery was awful it was meant to arrive Thursday said it was running late and had to be signed for which it never states on your website. Had to reschedule delivery and came at a ridiculous time at night.
The package came a mess and wasn’t sealed properly
4 October 2025
Reply from Secrets Shop
Thank you for taking the time to share your feedback — it’s truly valuable and helps us improve our service.
You’re absolutely right: your parcel was delayed, even though it was scheduled to arrive on Thursday. We’ve already refunded the extra amount you paid for the faster delivery option, as this experience did not meet our usual standard.
Regarding the courier service, we completely understand your frustration. We’ve actually stopped working with this particular courier due to recurring issues and inconveniences, both for us and our customers — including unnecessary signature requirements and inconsistent delivery times. We’ve now returned to our previous delivery partner, which has proven to be far more reliable.
As for the delivery time, while couriers sometimes deliver up until late evening (even around 8 p.m.), we understand it may have been inconvenient for you, and we apologise for that.
Concerning the damaged packaging, this most likely occurred during transit. Nevertheless, as mentioned, we will no longer be using this courier due to similar handling issues.
Our team will reach out to you directly to discuss this situation further. We truly appreciate your understanding and hope to restore your confidence in us.
The product didn't work at all
The product didn't work at all. Maybe the batteries were flat, but they were very small and not available locally. Also it was small and wouldn't fit me. The companies return policy does not offer a refund of money.
11 September 2025
Reply from Secrets Shop
Dear Hugh,
Thank you for your feedback. We’re sorry to hear that the product did not meet your expectations and that you had difficulties with the batteries and sizing. We understand how frustrating this can be.
Please note that while some products may require specialist batteries, we’re always happy to guide our customers on where to find them or provide alternatives. Regarding returns, our policy is designed to comply with regulations, but we always aim to be fair and helpful. If an item doesn’t work properly, we will always look for the best solution — whether that’s troubleshooting, a replacement, or another suitable option.
Our customer care team will reach out to you directly to discuss your case and see how we can best resolve this for you.
Sophie,
Customer Care Team
Secrets Shop UK
Ordering was very easy
Ordering was very easy. Website was easy to navigate and use. Order was discreetly wrapped but have only received half of the order.
16/9 Now the whole order has arrived i am going to upgrade the rating to a 5. Both parcels were wrapped discreetly. Everything ordered was as described.
10 September 2025
Reply from Secrets Shop
Dear Alex,
Thank you so much for your kind words about our service and website — we really appreciate your feedback. We’re glad to hear the ordering process was easy and that you found the packaging discreet.
Regarding the missing part of your order, please don’t worry — your items were shipped in two separate parcels, as part of the order is dispatched from a different warehouse via another courier. The second package is already on its way to you. We’ll resend the tracking details to your email so you can follow its progress, and you should expect the remaining items today.
Thank you for your patience, and we’re here if you need any further assistance.
Best regards,
Sophie
Customer Care
Secrets Shop UK
Received me parcel which was torn open
Received my parcel which was torn open. And the contents visible. Fantastic service from a place called “secrets shop”. Definitely do not recommend this place at all. First time I had a delivery with the parcel wide open, and it’s from a place called “secrets shop”. Most probably due to using cheap packaging. No discretion as mentioned on their website. I have photos for proof too. 👎👎
10 September 2025
Unprompted review
Reply from Secrets Shop
Thank you for taking the time to share your feedback. We’re truly sorry to hear about the condition in which your parcel arrived — we completely understand how upsetting and disappointing this must have been.
To clarify, all of our parcels are always dispatched in plain, discreet packaging with no indication of the contents inside. This is a standard we take very seriously. Unfortunately, once a parcel leaves our warehouse, it goes through the courier’s sorting facilities, and on rare occasions it may become damaged in transit.
We ship thousands of parcels every month, and incidents like the one you experienced are down to error. We never compromise on packaging quality — we use strong, secure materials designed specifically for discretion and safety — but clearly, this time it fell short of both your expectations and ours.
A member of our customer care team will be contacting you directly to review your case and the photos you mentioned so we can ensure a proper resolution. In addition, we’ll be reviewing this internally with our warehouse and filing a claim with the courier to understand exactly what went wrong and what can be done to prevent this from happening again.
For us, discretion and customer trust are absolutely vital, and we deeply regret that this experience has caused you frustration. Please rest assured we’ll do everything possible to put this right.
Best regards,
Sophie,
Customer Care Team
Secrets Shop UK
Excellent customer service from purchase to delivery
My items arrived when they said they would, the delivery company provided regular updates on the whereabouts of the driver and allowed for specific neighbours to leave the package at as well as a location to stow it away of your choosing if so desired.
Packaged discreetly and in boxes that perfectly fit the items so that they didnt rattle around and get damaged.
I can't find fault with my customer experience.
This is certainly a recommendation, I wish that I had found them sooner.
3 September 2025
Reply from Secrets Shop
Wow — thank you so much for such a thoughtful review! 🌟 We’re delighted to hear that everything went smoothly. Your experience really means the world to us.
We’re especially happy to have earned your recommendation — and even if you wish you’d found us sooner, we’re thrilled to have you with us now. Here’s to many more great experiences ahead!
Delivered the goods as advertised and…
Delivered the goods as advertised and much earlier than expected
4 September 2025
Reply from Secrets Shop
Thank you! We love it when parcels arrive faster than promised — glad yours did too! 🚀📦
Reply from Secrets Shop
We’re happy to hear you enjoyed both the quality and the speed! That’s exactly the combo we aim for. ⚡👌
Order 2 items for next day delivery and…
Order 2 items for next day delivery and paid an extra £6.50. Only one item arrive next day. Contacted customer service who advised me that both items had been sent separately. Asked what would happen regarding the fee that I paid for next day delivery and I got no response.
29 August 2025
Reply from Secrets Shop
Dear Andrew,
Thank you for your feedback. We have already reached out to you directly via email, and we hope that the solution we offered was satisfactory.
Please be assured that we always do our best to stand by our customers and provide the highest level of service possible, even when external circumstances are beyond our control.
We truly appreciate your understanding and your patience.
Best regards,
Sophie
Customer Care | Secrets Shop UK
Speedy delivery reasonable price and…
Speedy delivery reasonable price and quality products
28 August 2025
Reply from Secrets Shop
Thanks for noticing the balance we try to keep — fair prices, quick service, and reliable products. Happy customers make it all worth it! 🙌
Help is on its way
It doesn't work if it has a battery it is dead and I can't get any reply how to fix it. The delivery and packaging was good but no backup or help
Got a reply i hope help is on it's way
All is ok now 👌 great product and great service will use them again
19 August 2025
Reply from Secrets Shop
Dear John,
Thank you for bringing this to our attention, and we’re sorry to hear about the issue with your product. We want to reassure you that we’ll reach out to you directly via email today to help resolve this matter, whatever the problem may be.
Your satisfaction is very important to us, and we’ll do everything we can to make this right for you.
Best regards,
Sophie
Customer Care | Secrets Shop UK
Reply from Secrets Shop
That's exactly what we strive for — great service with speed! Thanks for your kind words. 😊👍
Some exciting stuff delivered with care…
Some exciting stuff delivered with care good site.
15 August 2025
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