NEED SOME HELP?

We value our customers above everything else, so we've set up a Concierge service that's always happy to help. To save you some time, we’ve written some useful information that might include the answer to your question. Please follow the links on the right which will take you to the relevant Help pages.

If you can't find the answer you're looking for, please don't hesitate to get in touch using one of the options below, our Concierge team will be more than happy to help!

POPULAR QUESTIONS


Browsing our website

Whether your browsing our website for a particular brand or a specific category, shopping at our digital marketplace couldn’t be easier. If you’re looking for the brand you like, you can visit the Brand Stores page and see all of the products they have to offer; just as you would if you visited one of their physical stores!

Alternatively, if you’re looking for something for a particular occasion, browse all of our partner brands & marketplace sellers by selecting the category that best suits what you’re looking for.

Once you’ve selected a brand or category, refine your search by gender, styles, colours, size and even price to find the perfect item for you.

How to place an order

Once you’ve finished browsing, proceed to checkout where you’ll be given the estimated delivery dates for each item in your basket. Don’t forget, as items may be coming from different brands, the checkout will split your order into different deliveries with different estimated dates.

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. You have the choice of whether you'd like to pay the full order value up front, or whether you'd like to make use of PayPal's flexible credit platform. For more information on PayPal Credit, please see the subheading below.

At this time we’re unable to take orders over the phone, however, if you have any further questions about your order or need some help, don’t hesitate to get in touch with us here

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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

How does PayPal Credit work?

PayPal Credit is a flexible credit platform which allows you to split the cost of your order over a chosen number of months (e.g. 6, 12, 18 or 24 months) at a promotional interest rate.

To place an order with PayPal Credit, select PayPal Credit at checkout and you'll be redirected to PayPal who will show you the credit offers available to you. You'll be asked to create a credit application form in order to complete your purchase; a credit check will be undertaken to ensure you meet PayPal's eligibility requirements. This option is currently only available for orders placed in, and delivered, to the UK.

Before you apply for PayPal Credit, please make sure you are a UK resident aged 18 or order, have a good credit history and haven't recently been declared bankrupt. You meet PayPal's requirements you must be employed and have an income greater than £7,500. For more information regarding eligibility, see the link below.

LRG Online simply act as a broker for PayPal Credit and PayPal manages credit approvals and credit agreements. If you have any concerns about the payment, we recommend you get in touch with PayPal immediately.

For full information about PayPal Credit please click here.

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!

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.


What can I return? (Returns Policy)

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.

When will I receive my refund?

Once our marketplace sellers have received the returned item(s) they’ll do everything we can to process the refund straight away, however, please allow up to 10 working days. We’ll send you a confirmation email once your return has been received and when the refund has been processed.

My item is faulty/incorrect/damaged

If you receive a faulty or incorrect item please don’t hesitate to contact us via email, phone or live chat as soon as possible; preferably including a photo of the damage so we can resolve the issue quickly. Items received damaged should be reported to us within 14 days of delivery. Claims raised after this time may be difficult to investigate further and may result in disappointment.

If your item develops a manufacturing fault within the first 6 months you may be covered under the product warranty. In these cases, please don’t hesitate to get in touch and provide us with images of the fault. We may be able to establish the fault using the picture to save time, however, in some cases we may request for the item to be returned for inspection. If, following inspection, your item isn’t deemed to be a manufacturing fault, it’ll be returned to you.

CAN'T FIND WHAT YOU'RE LOOKING FOR?

If you can't find what you're looking for, or if you need some more help, our Customer Success team are here for you and can be contacted through the following methods

MESSENGER
          LIVE CHAT          
customer.service@secretsales.com

 Please note, Secret Sales Live Chat is currently only available on your desktop. If you're using a mobile device, we would recommend using Messenger.