The best brands at the best prices

I purchased a $25 VIP Donor ticket, when can I gain access to the sale?

You can access the sale at 6pm EDT on August 10th.

I forgot to shop! Can I get a refund on my VIP Donor ticket?

As 100% of ticket sales are being donated to charity, we do not offer refunds on donation tickets.

Is it safe to shop online with the current threat of COVID-19?

We advise you to consult the CDC website for the latest information about COVID-19 safety procedures. As of July 16th, 2020, the CDC website states the following regarding packages and COVID-19 “There is still a lot that is unknown about COVID-19 and how it spreads. Coronaviruses are thought to be spread most often by respiratory droplets. Although the virus can survive for a short period on some surfaces, it is unlikely to be spread from domestic or international mail, products or packaging. However, it may be possible that people can get COVID-19 by touching a surface or object that has the virus on it and then touching their own mouth, nose, or possibly their eyes, but this is not thought to be the main way the virus spreads.”

I forgot my password, what should I do?

No problem! To reset your password, please visit the login page (https://bestkeptsecret.com/account/login) and click the “forgot password” link.

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express) as well as PayPal, ApplePay, ShopifyPay and Afterpay. When you purchase through Afterpay, you can pay for your order in four installments with zero interest or fees when you pay on time. Afterpay is hassle-free and helps you make your purchase conveniently.

Can I pay with an international credit card if my shipping address is in the US?

We are only able to accept US credit cards. We can only ship within the US. Orders with non-US shipping addresses will be canceled. 

What shipping provider do you use?

Each brand ships with their own respective shipping carrier. When your order is fulfilled, you will receive a confirmation email with carrier details. This may take up to 10 business days. Please reach out to help@bestkeptsecret.com if you have questions.

Can you ship to a PO Box?

No, unfortunately we cannot ship to PO Boxes. If you ship to a PO Box your order will be canceled.

Where are the products shipped from? Are they all shipped together?

Products are packed and shipped from each brand’s distribution center. Items purchased from different brands ship separately from their respective warehouses.

Do you offer in-store pickup or do the items have to be shipped?

All items are shipped directly from the brands’ warehouses, so in-store pickup is not an option.

What happens if there has been a delivery mishap to my order, like a damaged or lost delivery?

Please reach out directly to the brand your item was purchased from.

Do you offer shipping in environmentally-friendly packaging?

Each brand ships direct from their respective warehouses and shipping materials vary. For further information, please consult the individual brands’ shipping policies located on their website.

After the sale is over, will I be able to reach anyone with product or shipping questions?

Yes, please reach out directly to the brand your item was purchased from.

Can I cancel or change my order after it’s been placed?

All orders are final sale and cannot be canceled or modified after being placed. If you wish to order additional products after you’ve checked out, we kindly ask that you place a new order.

I received the wrong goods, what do I do?

If you receive goods that differ from what you purchased, please reach out to the brand directly to correct this.

Where can I find product sizing information?

You can find product and sizing information listed on the product pages. If that information is missing, please reach out to the brand directly.

Do you carry any menswear?

At this time we are only featuring womenswear and accessories.

How do I contact customer service?

If we haven’t answered your question, please email us at help@bestkeptsecret.com.

Do you offer gift wrapping services?

We do not offer gift wrap at this time.

What will my purchases show up on my bank statement as?

FESTIVAL GROUP, INC.

Will better discounts be offered towards the end of the festival or will they remain the same?

While there may be some price reductions, the majority of items will remain the same. We don’t suggest waiting for reductions, as supplies are limited and price changes are uncommon.

Where will my email be shared?

Your email will be shared with brands from which you purchase products, as if you are purchasing directly from their website.

Do you have an app?

While we do not have an app, we are mobile-optimized, which makes shopping from your phone easy and convenient.

What are your customer service hours?

We respond to all customer service emails within one business day.

What is Installments by Afterpay?

Installments by Afterpay is a service that allows you to make purchases now and pay for them in four payments made every two weeks without any interest or fees.

How does the payment schedule work for Afterpay?

All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.

You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.

What is Afterpay?

Afterpay Limited (ASX: APT) has transformed the way people pay by giving merchants the ability to allow shoppers to receive products immediately and pay in four simple installments over a short period of time. The service is completely free for customers who pay on time — helping consumers spend money responsibly without incurring interest, fees or revolving and extended debt. As at March 31, 2020, Afterpay is offered by more than 48,400 of the world's best retailers and is used by more than 8.4 million active customers globally.

Afterpay is currently available in Australia, New Zealand, the United States and the United Kingdom (where it is called Clearpay). Afterpay is on a mission to be the world's most loved way to pay.

What is Klaviyo?

Klaviyo is the world’s leading owned marketing platform known for accelerating revenue for online businesses using the channels they own like email, web, mobile, and SMS. Enabling brands to leverage these owned marketing channels, Klaviyo makes it easy to store, access, analyze and use transactional and behavioral data to power highly-targeted customer and prospect communications. And unlike other marketing platforms, Klaviyo doesn’t force companies to compromise between advanced functionality or ease of use, so companies of all sizes are able to maximize their sales quickly. That’s why over 40,000 innovative companies like Huckberry, Kopari Beauty, and Living Proof sell more with Klaviyo.

What is Shopify Plus?

Shopify is a leading global commerce company, powering over one million merchants in 175 countries. Shopify Plus, Shopify’s enterprise commerce platform is built for the largest, most complex brands who want to manage and scale their entire business, not just their storefronts, from one central location. Shopify Plus empowers the world’s leading brands (Allbirds, Marchesa, Ralph & Russo, Rebecca Minkoff and many more) to focus on building their businesses while Shopify Plus takes care of the rest.

What is Baby2Baby?

Baby2Baby is a non-profit organization that provides children living in poverty, ages 0-12 years, with diapers, clothing and all the basic necessities that every child deserves. In the last nine years, Baby2Baby has distributed over 100 million items to children in homeless shelters, domestic violence programs, foster care, hospitals and underserved schools as well as children who have lost everything in the wake of disaster. Every year, Baby2Baby serves hundreds of thousands of children across America.

What is Know Your Rights Camp?

Know Your Rights Camp was founded by Colin Kaepernick in 2016 with the mission to advance the liberation and well-being of Black and Brown communities through education, self-empowerment, mass-mobilization, and the creation of new systems that elevate the next generation of change leaders. Know Your Rights Camp operates on the grassroots level, with previous programs in cities like Miami, Chicago, Baltimore, and more. Through the Know Your Rights Camp Legal Defense Initiative, top defense and civil rights lawyers are providing legal resources for those in need.