What are the payment options?

We accept payments from all of the major debit and credit card providers including VISA, Mastercard, Maestro and American Express. You may be prompted for extra security including 3D Secure which is an additional measure for online credit and debit transactions, to protect you from any fraud attempts. We also accept PayPal, which can be selected at checkout. In addition to the standard pay now options above, Secret Sales now offers flexible payment plans with ClearPay. For more information, see the ClearPay category below. At this time we’re unable to take orders over the phone

When will my payment be captured?

When using a debit or credit card we capture the funds almost immediately. This might not show on your statement for up to 3 days dependent on your bank, however, the payment information should be available to view in pending transactions. PayPal payments on the other hand are taken immediately.

Why has my card been declined?

There are several reasons that your card issuer may be stopping you from placing an order. This may include; the card has expired, some of the details entered are incorrect or there are insufficient funds in your account. If you have any concerns, we would recommend you get in contact with your bank for further information.

Why have I received multiple order numbers and emails when I've paid for all my items together?

If you’ve ordered items from different marketplace sellers, you’ll be receiving a delivery from each of the respective marketplace sellers. You’ll be notified of the split delivery at checkout and will also send separate emails to confirm the status of each one. But don’t worry, there will be only one payment taken from your account and delivery will be free, regardless of how many parcels are sent! All information about your orders will be under the ‘Orders’ tab on your account

Can I amend or cancel my order once it’s been placed?

If your payment, address or contact details have changed, you should update us before you place the order; you can do this at checkout. As your order will be dispatched to you directly by one of our carefully selected marketplace sellers, we have a very small window to make amendments to the information on your order or process a cancellation. If your order has the status ‘Order Confirmed’ in your order history on your account, we may still have time and we would recommend you call us to avoid any delay. Sadly, if your order is ‘In Progress’ or ‘Dispatched’ it’s too late to make any adjustments to the information as our marketplace sellers will have already packaged the goods. Similarly, we’re unable to change the size or colour of an item once your order has been sent to our marketplace sellers.

How much will delivery cost?

Absolutely nothing! To provide an even wider and exciting range of goods, we’ve partnered with amazing brands & marketplace sellers from around the world who will send your order directly to you. Getting your order to you quickly is a big priority for us and we’ve worked hard with our marketplace sellers to provide efficient delivery, free of charge!

What courier do you use and how long will it take?

Each marketplace seller will have carefully selected their own couriers to ensure their products get to you safely and efficiently. Although our marketplace sellers are based around the world, they’ll ensure your order reaches you within 3 to 5 working days of you placing the order.

Why am I receiving more than one delivery?

If you’ve purchased multiple items from different brands, you’ll receive a parcel from each of them. Don’t worry, you’ll get a confirmation email and tracking reference for each of your parcels which you can use to track when your goods will arrive. You’ll also be able to see the delivery estimation at checkout, by logging in to your account and in your email updates!

Where do you deliver?

At the moment we deliver to the United Kingdom, however, we're always working to get our great value products to customers around the world. The Secret Sales experience will be coming to customers in the Republic of Ireland, Isle of Man and the Channel Islands very soon!

My delivery has taken longer than expected

If for some reason we foresee your order taking longer to get to you than we originally thought, we’ll alert you by email as soon as we can. If you have any concerns, please let us know as soon as possible and we’ll do what we can to help. Although your items will have been sent to you directly, the Secret Sales Customer Success team is here to help if you’ve got any concerns. If you’ve got any questions, please don’t hesitate to get in touch with us and the team will happily help.

Do you deliver to British Forces Post Office (BFPO) addresses?

Due to the restrictions in place we’re unable to deliver to BFPO addresses at the moment.

Do I need to sign for my order?

If you’re out, our marketplace sellers’ chosen couriers may leave your parcel with a neighbour or in a secure location to avoid missed deliveries. If there isn’t a secure location available the courier will leave a delivery note and reattempt delivery the next working day (they’ll attempt delivery 3 times before returning your order to us). Once you’ve received your delivery notification on the morning of delivery, you can leave any specific requests you have with your driver.

Where can I see my orders?

You can see a list of the orders you’ve placed by logging in to your account and selecting the orders tab.

How do I track my order?

Once your order has been dispatched, you’ll receive your tracking details from our selected delivery partner; this will usually be within 24 hours of the courier receiving the parcel. You’ll also receive email updates with estimated delivery dates.

All items must be returned unused, in the original packaging, and with tags. Incomplete, torn, worn, soiled items or any item that appears to have been used will not be accepted. You have 60 days from the date of delivery to notify us of your intention to return your item. Following your notification to Secret Sales, you have 7 days to return your order to the respective brand or marketplace seller. Unless they are faulty or incorrectly supplied, the following items cannot be returned: Products that have been in your possession for over 60 days Any perishable goods, such as food or flowers CDs, DVDs or software with a broken seal Men’s and women’s underwear and swimwear, except bras Opened adult toys Piercing jewellery Opened cosmetics and skincare Any items specifically marked as non-returnable Secret Sales’ Customer Success team are available to help support you with your return, however, there may be occasions where we may need some input from our marketplace sellers. Rest assured that we’ll take ownership for you as much as possible!

How do I process the return?

If you’d like to return an item from your order, please visit the My Account page and select the order you’d like to send back to us. To ensure you get your refund as quickly as possible, we would recommend you take advantage of our returns portal. If you return an order without using the portal, you may experience a delay. If the item you’d like to send back to us meets the above requirements set out in the Returns Policy, you can select ‘Return Order’ at the bottom of the order page. At this point you’ll be directed to our returns portal where you can select your return courier and purchase a label. You’ll be given the opportunity to print the return label or save it to print at another time. Remember, the returns label can only be used once and you won’t be able to resend the label; therefore, if you’re unable to print it straight away we would recommend saving it. Once you’ve printed your label, attach it to the outside of your return parcel and drop it at your chosen drop-off point. To avoid any confusion while in transit, ensure the original delivery label is covered. Please note: Returned items that reach us outside of the returns period will be sent back to the sender’s address.

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Before you contact us...

What should I do if my order hasn't been delivered yet?

1. Double-check the estimated delivery date

You’ll find this date in your Order Confirmation email and in your dispatch email.

Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date. To see the progress of your order, please check your tracking.

2. Track your order

You will have been provided with a tracking number for your parcel in your dispatch email.

3. Still waiting for your order?

Waited until your estimated delivery date? Please allow an extra few days for your order to be delivered (especially during busy times). Our trusted marketplace sellers carriers are always doing their best to get your order to you. Make sure you keep an eye on your tracking link for the latest updates.

If your order doesn't arrive within a couple of days of the estimated delivery date then please let us know and we'll do our best to help you.

The Secret Sales Customer Success team is here to help if you've got any concerns. Please don't hesitate to get in touch with us and the team will happily help.

No returns option on my account

No returns button next to my order

If no returns button shows next to your order while logged in to your 'My Account', you can use the returns form found here.

Enter your order number and delivery postcode in the form ensuring you include the full order number, that was sent to you in your dispatch email. You must use the order number sent to you in the dispatch email as this has a unique identifier, which is not included in the My Account section when the returns button is not showing.

You will find the full order number in each of your dispatch emails. For your reference, the order number follows this format: M001234567-a-A.

You will then be redirected to the returns portal where you can follow the steps to generate a label.

Returning items from the same package

Once you have accessed the portal using the steps above, you will see all of the items linked to the unique identifier. These items can all be returned in the same package. Select the items you would like to return and follow the portal's instructions.

Returning items from multiple packages

You will need to access the portal using the steps above for each package, using each order number from the relevant dispatch email. You will see all of the items linked to this package and these items can all be returned in the same package. Select the items you'd like to return and follow the portal instructions.

Important information

Hold tight! It can take up to 10 days for your order to be processed after receipt in the warehouse. You will be notified by email when this has been processed. Refunds can take up to 5 working days to show on your account, depending on your bank.

To help ensure there's no delay with your refund, please ensure there is a note/piece of paper inside your parcel that confirms the order number.

When will I receive my refund?

Once the trusted seller has received the returned order, they will do everything they can to process the refund straight away, however, please allow up to 10 days from the day of receipt.

We’ll send you a confirmation email once the refund has been issued. The funds will arrive with you via the original payment method in up to 5 working days, depending on your bank.