Frequently Asked Questions

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Before You Buy
Why choose a Secretlab chair over other chairs?

At Secretlab, we recognize the importance of having an ergonomic chair. Statistics have shown that people spend more than half of their waking hours sitting down. This results in a high chance for improper posture, which can lead to chronic back health problems over time.

With this in mind, we were inspired by car racing seats—seats designed to conform to the human body shape in order to provide advanced lateral support and weight distribution. We've applied the same concept in the design of our chairs to accommodate long hours of usage in front of the computer. Each chair spawns from quality core materials, unparalleled craftsmanship, and state of the art manufacturing processes.

Additionally, our mission is to bring value to you, the customer. We do this in many ways—one of them is that we sell directly to the consumer. This removes the extra layers of final costing such as overseas distributor margins, local distributor margins, retailer margins, and storefront costs. Straight from our factory to you.

Choosing a Secretlab chair is an investment in comfort. It's easy to overlook the importance of a chair that supports you well and keeps you comfortable, but your back will thank you in the long run!

Which should I choose: PRIME™ PU Leather or SoftWeave™ Fabric?

Secretlab chairs come in both leather and fabric options—both will offer you same great seating experience, so which one should you choose?

Ultimately it boils down to personal preference, but here are some differences between leather and fabric that may help you decide.

  • Durability
    Our Secretlab PRIME PU Leather is water resistant, making it the better choice if you’re prone to accidental spills. If you’re confident about keeping food or liquids away from your chair, then feel free to choose between either of our top-quality upholsteries.
  • Breathability
    Our Secretlab SoftWeave™ Fabric was designed with breathability in mind—while the threads are tightly woven for durability, they still allow for air to flow through, helping to dissipate heat more easily.
  • Ease of maintenance
    PU leather is easy to take care of with some quick maintenance every now and then. While our SoftWeave™ fabric also does not require maintenance as often, it will take some effort to clean if it gets dirty. To learn more, check out our Aftercare Guide here.
What's the difference between the Full Tilt and Multi Tilt mechanisms?

The Full Tilt mechanism is found on the Throne series. It allows you to adjust the height and tension of the tilt mechanism which gives you control over the suspension of the chair when reclining backwards.

The Multi-functional Tilt mechanism is found only on the OMEGA and TITAN series. It has all the features of the Full Tilt mechanism which gives you full control over the suspension of the chair. In addition, it allows you to lock the chair at desired angles, such as tilting backwards while in an upright position..

Where can I find a Secretlab chair?

We're currently working on getting a few locations around the states where you can try our chairs out in comfort. You can find them on our Contact page when we finalize the locations! We'll post news and announcements on our Facebook page as well, so be sure to like our Facebook page for updates.

Orders & Payment
How can I pay for my chair?

You can pay for your order securely with the Stripe payment method, which accepts both debit and credit cards.

I have placed an order/pre-order for a chair. Can I change the colour or chair model?

As we aim to ship out your order as quickly as possible, we apologize that we are unable to cancel your order or change the chair model/colour of your chair once your order has been processed.

My order has been shipped. Can I change or cancel my order?

Unfortunately, we will not be able to cancel your order once your order has been dispatched.

What is the status of my order?

Once your order has been successfully placed, you will receive an order confirmation email with details such as your order number and shipping address. Once your chair is ready to be dispatched after a short processing period, a shipping confirmation email containing tracking details will be sent to you, and you will be able to track the delivery of your chair package.

When you purchase a pre-order product, the estimated shipping date for your order at the time of your purchase can be found in your order confirmation email and invoice. This date is our estimation of when the product you have purchased will be back in stock, and will be shipped out to you.

Once the shipment for your chosen chair model and colorway arrives, we will work to have them fulfilled and dispatched out soonest possible. When it is ready to be sent out to you, you will receive the shipping confirmation email and the tracking details for your package, so you would be able to track its delivery status!

I need my order VAT exempted. How can I do that?

If you are eligible for VAT exemption, we are able to create a special order for you! Please reach out to us on our Support Form and our support team will assist you with your VAT exemption.

How much will shipping cost?

Shipping costs generally hover around £9.90 - £19.80 via DPD for one chair (our chairs are very heavy — a testament to their durability!). Final shipping cost will be calculated on checkout at our shopping cart page, depending on your location. Also, be on a lookout for our free shipping promos!

Where do you ship to?

We are only able to ship to residential or commercial addresses in the United Kingdom. We are unable to accommodate custom requests for deliveries, such as calling in advance, scheduling delivery dates, or leaving the package in a specific location. Any such requests will have to be arranged by the customer with DPD after placing the order.

How long does delivery take?

Under normal circumstances, please allow for up to 1 working day for your order to be processed, after which it will be fulfilled and delivered the next day!

* Secretlab will not be held accountable for any delays in shipping due to customs or carrier delays, and unforeseen circumstances outside of our control.

Can I track my order?

When your order has been shipped, you'll receive a shipping confirmation and tracking number via email. The tracking information can take up to 24 hours to update, so don't worry if it doesn't show up immediately!

Do I have to be present to receive my order?

We don’t want your package to go missing from your doorstep! For security purposes, all our orders require signature upon delivery to ensure they are safely delivered to you. so do keep an eye on your tracking details to ensure that yourself or someone would be around to sign for it!

I am unavailable to collect my order. Can I remove the signature requirement?

We do not recommend for the signature requirement to be lifted for deliveries to ensure safe delivery of your order. However, if you absolutely have to, you may write in to our support team on our Support Form and they will be able to further advise on this!

Do you ship to PO Boxes or pick-up shops?
Due to the bulky and heavy nature of our chair packages, we are unable to have them delivered to PO Boxes or pick-up shops. Should you require any assistance with the shipping, please do write in to our support team via the Support Form and they will be in touch with you shortly.

Warranty, Return & Refund
What does your warranty cover?

To summarize on our warranty policy:

  • 2-years warranty on all functionality portions of the chair. Aesthetics defects & misuse of the chair are not covered.
  • Submit a warranty claim via our Support Form with image/video attachments of relevant affected area within 14 days of delivery date.
  • Secretlab reserves the final right in determining if a benefit under the warranty can be claimed.

Read our full warranty statement here

I have received my chair and would like to exchange it for a different chair model/colour.

Though we are unable to provide exchanges for our chairs at the moment, we do have a Return & Refund policy in place which you may refer to for more information on the process.

Facing an issue with your order?

In an event when you encounter any damaged, defective or missing parts, please do not hesitate to drop us an ticket on our Support Form with photos of the affected area and your order number so our Support team can do their best to assist you.

Assembly & Care of Products
How do I assemble my Secretlab Chair?

Upon purchase & fulfillment, a confirmation email containing an Assembly Video as well as an Assembly Guide will be sent to your inbox. Alternatively, you can find the Assembly Video and Assembly Guide in the Resources page.

The Assembly Video and Guide will give you a good step-by-step visual walkthrough, as well as some important safety information to keep in mind. So watch it through at least once before starting and you'll find it much easier. An average person takes about 20 minutes to assemble the chair!

If you run into any issues during the assembly, please do not hesitate to contact us on our Support Form and our support team will do their best to help you.

How do I take care of my Secretlab chair?

While we designed Secretlab chairs to be durable, that doesn't mean you should abuse it or neglect taking care of it. We've compiled a handy Aftercare Guide to help you clean and maintain your chair, so that it stays looking good and working well.

View Aftercare Page

Can my chair be assembled before delivery?

We do not ship pre-assembled chairs. However, we’ve made the assembly process easy with a detailed assembly guide included in the package, as well as a full video assembly guide