FAQ/Help
Frequently Asked Questions
Welcome to our help page. Here we have answered some of the most common questions we receive.
1.1: Why don’t you answer the phone when I call?
We answer phone calls Monday to Friday on normal business days between 9:00 AM and 3:00 PM local Denmark time.
Please note that we now operate on European time (Denmark), not USA time.
Phone: +45 4060 3140
1.2: Do you no longer accept phone orders?
Unfortunately, we are no longer able to accept orders by phone due to modern payment security regulations and the digital nature of today’s commerce.
You are always welcome to email us at info@secretsinlace.eu, and we will gladly assist you.
2: Why don’t your nylons fit me even though I used the size chart?
Our authentic nylon stockings are made from 100% nylon and behave differently from modern stretch hosiery.
Because of their authentic nature, some experimentation may be needed to find your ideal fit.
3: Why can’t I get your website to work on my PC, tablet, or smartphone?
We continuously work to keep our shop compatible with modern browsers and devices.
If you experience issues, please try:
- Clearing your browser cache
- Trying another browser
- Refreshing the page
4: Why haven’t I received an order confirmation email?
Please check your spam or junk folder and allow emails from:
info@secretsinlace.eu
5: Why haven’t I received my order yet?
Once your order has shipped, you will receive a shipping confirmation email.
Normal delivery time is typically 2–5 business days, depending on destination country.
Please note this is only an estimate. Delivery speed is outside our control and depends on the courier or postal service.
Some countries may experience longer delivery times, especially:
Italy, Greece, Ireland, and Turkey.
Please note that postal investigations normally cannot begin until 30 days after shipment.
6: Can I ship to hotels, c/o addresses, or company addresses?
Yes, however it is entirely the customer’s responsibility to ensure the address can receive parcels.
We do not offer refunds or free reshipping for failed deliveries to temporary or alternative addresses.
If the parcel is returned to us, we will of course review refund options.
7: What is your return address, and do I pay return shipping?
Secrets In Lace – Zulution
C.Th. Zahles Vej 5
9210 Aalborg
Denmark
We unfortunately do not offer prepaid return shipping labels.
Return postage must be covered by the customer.
However, we offer free shipping on exchanged orders.
8: Why can colors vary between the same styles?
Stocking colors may vary slightly between productions due to the dyeing process.
Lingerie fabrics may also differ slightly between collections, meaning shades such as pink may vary from one production to another.
8.1: Why are stockings different in length even in the same size?
Different yarn types, denier weights, and authentic production methods can affect stocking length.
This is normal with traditionally made hosiery.
Please also read more about our fully fashioned stockings here.
8.2: Why can the same size vary slightly over time?
Fully fashioned stockings are made on traditional vintage machinery.
Each pair is knitted flat, hand-linked with a back seam, dyed, sorted, and packed by hand.
Because of this highly authentic process, slight size or length variations may occur.
This is part of the charm and uniqueness of genuine fully fashioned stockings.
9: How do I return items and what are the conditions?
Free Shipping & Returns
If your order qualifies for free shipping and you later return all or part of the order, we reserve the right to deduct the original shipping cost from your refund if the remaining order value no longer qualifies for free shipping.
Please view our full return policy here:
10: Why are the stockings so long when unpacked?
Our stockings are made from authentic 100% nylon with minimal stretch.
It is therefore normal that they appear long before being worn.
They shorten naturally when fitted to the leg.
Please note that opened stockings cannot be exchanged due to hygiene and the delicate nature of hosiery.
11: Are all products shown online in stock?
Under normal circumstances, yes.
Very occasionally small inventory errors may happen during packing.
We do not use dropshipping, meaning your order ships directly from us rather than from third parties.