Answers on shipping, returns, materials and care. If you can't find what you need, write to us at publicsecretco@gmail.com and we'll reply within 24 hours.
Account and general
How can I create an account?
Click on the account icon at the top right, complete your first and last name, and create a password. Or, when you place an order, you will be prompted to save your information with your email address and password.
How can I track my order?
When your order is shipped, you will receive an email with a tracking link to follow your order. You may always contact our carrier for any questions regarding your shipment.
How do I reset my password?
If you forget your password, click on "Forgot your password?" while logging in to your account. You will receive an email with a link to create a new one.
What are the benefits of creating an account?
An account lets you be quickly identified when shopping on our website and offers a safe, easy and fast way to order. It saves your order history, billing and shipping address, and lets you follow up on your orders. Your password assures that only you can access the information on your account.
How can I delete my account?
If you wish to delete your account, please contact our Customer Service Team at publicsecretco@gmail.com.
How do I contact support?
The fastest way is via the contact form or by email: publicsecretco@gmail.com. We reply within 24 hours.
Orders
Do I need an account to order?
No, you can complete your order as a guest. Setting up an account lets you track your orders, save your details for next time and enjoy a quicker checkout in the future.
How do I place an order?
Browse our collection and choose your preferred piece, including the right colour. Click "Add to bag". You can view your bag at any time by selecting the bag icon at the top right of the page. When you are ready, click "Checkout" to enter your shipping and payment details. Once your order is placed, you will receive a confirmation email with all the details.
I entered the wrong email address. What should I do?
Please write to us as soon as possible at publicsecretco@gmail.com.
I have not received my order confirmation email. Has my order been confirmed?
If you do not receive a confirmation email within one hour of placing your order, please check your spam or junk folder. If it is still missing, contact us at publicsecretco@gmail.com.
Where is my order shipped from?
Orders are shipped from our warehouses in Paris, France, Hong Kong, or Bengaluru, India.
Can I cancel or modify my order after placing it?
Orders can only be cancelled or modified before they are processed for shipping. Since orders are generally shipped within 24 hours, please contact us at publicsecretco@gmail.com as soon as possible if you need to make a change.
Can I change my shipping address after placing an order?
If your order has not been shipped, we may be able to update the shipping address. Once the order has been shipped, changes may not be possible. Please contact us as soon as possible with your updated information.
How can I check my order status?
After placing your order you will receive an order confirmation email. Once your order is shipped, you will receive a separate email with your tracking number. If you cannot find these emails, please check your spam folder or write to us at publicsecretco@gmail.com with your order number.
Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, Google Pay and PayPal.
What should I do if my payment fails?
Please try another payment method or device and make sure your billing information matches your payment details. If the issue persists, contact us and we'll prepare a secure payment link.
Is my payment information secure?
Yes. We use Secure Sockets Layer (SSL) encryption to protect your payment information and personal data, shown by the padlock icon and the "https" address in your browser. All data exchanged between you and us is encrypted, and we do not save any of your card details.
Shipping and delivery
Do you ship internationally?
Yes, we ship worldwide, with some country restrictions. We do not ship to Israel, Russia, Iran, Belarus, Ukraine or North Korea.
What are your shipping options and cost?
We offer free shipping worldwide. Our carriers are DHL, UPS and FedEx internationally, and Chronopost in Metropolitan France.
Has my order been shipped, and how do I track it?
Once your order has shipped, you will receive a confirmation email with a tracking number you can use on the carrier's website. If you do not receive one, please email publicsecretco@gmail.com.
Do I need to pay customs fees?
No. All duties and taxes are included in the price displayed for your selected destination. The price you see at checkout is final, with all applicable import duties, customs charges and local taxes already included. Your order is fulfilled door to door, with no extra paperwork on your end.
What is the delivery time for my order?
Orders are generally delivered within 5–10 business days from the moment the shipping confirmation email is sent. Delays may be caused by payment authorisation, product availability or customs.
Returns and exchanges
What is your return policy?
You may return eligible items within 7 days of delivery. Items must be unused, unaltered and in perfect condition, with all original packaging, dust bag and tags included.
How do I start a return?
Write to us at publicsecretco@gmail.com. We provide a prepaid return label, and the cost is deducted from your refund based on your region:
- UK & EU: €25
- Non-EU Europe, Middle East & USA: €35
- India, Hong Kong & China: €15
- Rest of the World: €35–€50, depending on destination.
The return postage fee is based on your location and the number of items returned.
Do you offer exchanges?
We do not offer exchanges at the moment. If you would like a different piece, return the item for a refund and place a new order.
What if my item is damaged or faulty?
Contact us at publicsecretco@gmail.com within 2 working days of delivery. Include your order number, clear photos or video in good lighting showing the front, back, sides, bottom and interior of the item, close-ups of the area of concern and a brief description. Our team will review your request and contact you with next steps.
When will I receive my refund?
Once your return is received, inspected and approved, we will email you to confirm your refund. Please allow up to 7 business days for processing. Refunds are issued to your original payment method. For regions where duties are non-recoverable, those amounts will be deducted from your refund.
Product information and care
Where are your products made?
Our bags are made in Paris, France. Our jewellery is made in Hong Kong.
What materials are your bags and jewellery made from?
Our handbags are crafted from premium full-grain cowhide leather finished with polished metal hardware. Our jewellery is made from 925 sterling silver, and our gold pieces are 18k gold plated 925 sterling silver.
How do I care for my handbag?
Clean it gently with a soft cloth and keep it away from direct sunlight and moisture. Store it in its dust bag when not in use, and avoid overloading it to keep its shape. See our Care Guide for more.
Are your products handmade?
Yes, many of our pieces are handcrafted by skilled artisans, and every piece is checked by hand before it is packed.
Where are your bags manufactured?
Our handbags are handcrafted in Paris, France, from top-quality cowhide ethically sourced from trusted, certified tanneries in Europe. Every hide comes from suppliers holding the required veterinary credentials alongside internationally recognised quality and sustainability certifications.
How do I care for my jewellery?
Follow a "last on, first off" routine: put your jewellery on after perfume, lotion or hairspray, and take it off before showering, swimming or working out. Clean it gently with a soft silver polishing cloth when needed and store it in a cool, dry place, ideally in an airtight pouch or jewellery box.
Will my silver tarnish?
Real silver tarnishes naturally over time. It wipes away easily with a silver polishing cloth. Our Care Guide has simple steps.
Will the leather change over time?
Yes, and that is part of its charm. Full-grain leather develops a soft, individual patina with use.
Are your pieces limited?
Our signature series is made in limited quantities, so popular pieces can sell out.