HELP CENTRE

Extended Christmas Returns

For an improved shopping experience over the festive period, our returns policy has been extended to allow you the opportunity to keep your gifts a secret until the big day 
Any items purchased between 28th November 2019 and 24th December 2019 can be returned up to 7th January 2019
As usual, your order must meet the other aspects of our Returns Policy, which can be found in the 'Returns' category below


Secret Sales is a globally unique platform based in the UK, that’s fast becoming the No.1 destination to explore, uncover and buy must-have fashion and sport-wear items alongside quintessential homeware essentials and luxury cosmetics at affordable prices.

The team at Secret Sales work hard to source and partner with thousands of global brands, from high-end high street to premium and luxury and a little bit of everything in between. Every product you discover has been lovingly curated, handpicked and sourced, designed and crafted, or collaborated with, to be delivered directly to you in the comfort of your home.

We bring you closer than ever to the brands you love as we not only continue to host flash sales and a huge catalogue, but also offer you an original shopping experience where we’ve partnered with your favourite labels and created an all-new digital outlet village. A place for you to browse thousands of products curated by our partners within their own permanent digital outlet shops.

Here at Secret Sales, we offer a few different ways to shop:

Direct from Secret Sales: We have a great range of luxury products waiting in our warehouse with major discounts. These sales aren’t time-restricted, but they may have more limited availability. As these products are currently held in our warehouse, we're able to send them to you a lot sooner and should reach you within 2 to 4 working days after dispatch.

Some of our items aren't sent to us by the supplier until we've received an order from our customer. In these cases, you might see a slightly longer estimated delivery timescale on the product page and at checkout. We place an order with the supplier who sends your purchase to us within 6 working days; we package it up and then post it to your chosen delivery address. This saves a lot of storage space and enables us to offer the products at great prices!

If your products are being sent to you from our own warehouse, you’ll see ‘Fulfilled by Secret Sales’ alongside the delivery proposition on the product page and checkout.

The Marketplace: We’ve partnered with some top brands to enable you to access a greater variety of products and have the ability to order directly from our suppliers. This means that as soon as you've placed your order, we send the request over to our partner and they'll post your new purchase to you directly. As usual, you can access all order information both on your account and via email.

Depending on the seller, delivery times range from 2 to 4 working days. Please be aware that depending on the courier service chosen by the seller, delivery could take a bit longer.

You'll know if your item is being purchased from the Marketplace as you'll see 'Fulfilled by Marketplace' alongside the delivery proposition on the product page, at checkout and in your confirmation email.


How do I place an order?

If you’ve seen items that you want to purchase, just simply add them to your basket. If you click the ‘Basket’ icon in the top right-hand corner of the page, you can review and amend your selections or continue to the checkout.

During checkout, you’ll need to enter your telephone number, shipping address and payment details. You can also view the delivery charge for your order and estimated delivery dates.

We can deliver anywhere in the UK, Isle of Man and the Republic of Ireland. Delivery charges are applied per sale and are shown below. All import duties are included in the price. Please note we may not be able to refund taxes and duties to Isle of Man customers who wish to return an item.

United Kingdom - £3.95
Isle of Man - £3.95
Republic of Ireland - £3.95

The price of the delivery of your item will be shown on the product page once you've selected the size and colour you'd like to purchase. We only charge a single delivery charge. If you order multiple items from different sales, you may receive several deliveries but you’ll only pay one delivery fee!

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.

Orders from our selected partners in the Secret Sales marketplace will carry a delivery charge provided by each seller at the checkout.

Please note that any payments via PayPal can only be delivered to a confirmed PayPal address.

How can I pay for my Secret Sales order?

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 from, 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.

How long will it take for my payment to go through?

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 your bank for further information.

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

Different sale types will have different delivery dates as we’ll do everything we can to get items to you as quickly as possible. If your items are purchased from different types of sales, we’ll split your order into different parcels to send you each item when they’re available. That’s why we 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 one delivery fee!

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.

Secret Sales 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?

You can only change your details on your ‘Billing and Delivery’ tab at checkout when placing an order.

For an active order for Flash Sales or orders direct from Secret Sales, we can change the address if the order has a ‘confirmed status’. If, however, it’s gone past this point it may be a little bit more difficult. In these cases, please feel free to get in contact with us as soon as you can and we’ll try our best to amend the address before the package is sent. Please check your item's journey on your Account before getting in touch. We’re only able to send orders placed with PayPal to a PayPal ‘Confirmed Address’.

Should you wish to change an item for an alternative one you will need to place a new order then sent back the incorrect order or vice versa.

If you wish to cancel your order please let us know as soon as possible so we can issue you a refund (providing the order hasn't progressed too far through our system).

Can I amend an item on my order?

You can only amend sizes for Flash Sale or orders direct from Secret Sales before the order is placed with our supplier. After that stage, we suggest you place an order for the correct item and contact us to cancel the original order (providing the order hasn’t progressed too far through our system).

To amend an item from the Marketplace, you can get in contact with us and we will liaise with the supplier. We’ll do everything we can to resolve any issues you may have, but in some circumstances, we may have to forward you to the supplier.


Depending on the type of sale you purchased from the delivery estimations can vary. We show you where each item will be sent from and the estimated dispatch dates on the product pages, at checkout and by sending you email updates.

Direct from Secret Sales: We have a great range of luxury products waiting in our warehouse with major discounts. These sales aren’t time-restricted, but they may have more limited availability. As these products are currently held in our warehouse, we're able to send them to you a lot sooner and should reach you within 2 to 4 working days after dispatch.

Some of our items aren't sent to us by the supplier until we've received an order from our customer. In these cases, you might see a slightly longer estimated delivery timescale on the product page and at checkout. We place an order with the supplier who sends your purchase to us within 6 working days; we package it up and then post it to your chosen delivery address. This saves a lot of storage space and enables us to offer the products at great prices!

If your products are being to you from our own warehouse, you’ll see ‘Fulfilled by Secret Sales’ alongside the delivery proposition on the product page and checkout.

The Marketplace: We’ve partnered with some top brands to enable you to access a greater variety of products and have the ability to order directly from our suppliers. This means that as soon as you've placed your order, we send the request over to our partner and they'll post your new purchase to you directly. As usual, you can access all order information both on your account and via email.

Depending on the seller, delivery times range from 2 to 4 working days. Please be aware that depending on the courier service chosen by the seller, delivery could take a bit longer.

You'll know if your item is being purchased from the Marketplace as you'll see 'Fulfilled by Marketplace' alongside the delivery proposition on the product page, at checkout and in your confirmation email.

International delivery and charges

We can deliver anywhere in the UK, Isle of Man and the Republic of Ireland. Delivery charges are applied per sale and are shown below. All import duties are included in the price. Please note we may not be able to refund taxes and duties to Isle of Man customers who wish to return an item.

United Kingdom - £3.95
Isle of Man - £3.95
Republic of Ireland - £3.95

The price of the delivery of your item will be shown on the product page once you've selected the size and colour you'd like to purchase. We only charge a single delivery charge. If you order multiple items from different sales, you may receive several deliveries but you’ll only pay one delivery fee!

Orders from our selected partners in the Secret Sales marketplace may carry a delivery charge provided by each seller at the checkout.

What courier services does Secret Sales use?

We’ve partnered with reliable and trusted third-party services to distribute our orders to our customers as quickly as possible. For deliveries within the UK we use Hermes courier services. For single items over £500, deliveries to the Isle of Man and deliveries to the Republic of Ireland we work with DPD.

Orders with a value of less than £50 may be sent with Royal Mail

The distribution of any items purchased from the Marketplace is the responsibility of each seller, who has its own services or partnerships. In this case, you can check their individual information in your account. If you still have questions or are unsure give us a call and we will liaise with the suppliers on your behalf.

Does Secret Sales deliver outside the UK?

At the moment we deliver to the UK, Isle of Man and Ireland. However, to ensure that our products reach you in perfect condition, we don't deliver any Homeware products overseas, and restrictions may apply to large or fragile items.

How long do orders take to arrive?

Each type of sale has different dispatch processes and different delivery dates. The timings are usually as below. You'll be given specific delivery timescales for each item on the product page once you've selected the size and colour you'd like to order.

Direct from Secret Sales: 2 to 4 working days, once your order is confirmed

Flash Sales: Each sale has its own specific delivery estimation which will be detailed on the product page and at checkout.

Marketplace: From 2 to 4 working days, depending on the seller. This will be defined on the product page and at checkout.

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.

If an item from your order was from a Flash Sale, the order is sent to us by the supplier and then we send it to you. This cuts down storage costs and by doing so it gives us the ability to gain the best quality products for the best price.

Sometimes this process can take a bit longer than we originally expected. While we do everything we can to get orders to our customers as quickly as possible, if we foresee a delay we’ll get in contact with you as soon as possible. Our team will then do everything we can to speed up the process for you.

If you’re concerned that your delivery is taking longer than we had originally estimated, please don’t hesitate to get in touch and the team will happily help.

Will I have to pay extra taxes/charges if my order is delivered to an international address?

All duty charges and taxes are applied to the total delivery cost quoted at the checkout.

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?

Unless it’s a large or an expensive item, a signature won’t be required for our item direct from Secret Sales or Flash Sale. If you’re out, Hermes 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 Hermes 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. Please note this may vary if you have ordered directly from Marketplace.

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)

You can only return items that you’ve bought through and received from Secret Sales.

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 14 days from the date of delivery to notify us of your intention to return your item. Following your notification to Secret Sales, you have 14 days to return your order to us.

Unless they are faulty or incorrectly supplied, the following items cannot be returned:

Products that have been in your possession for over 14 days
Any personalised items or those tailored to your specification
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

If your order was sent to you by one of our Selected Partners, we may need to refer you to them to process your return. Always get in touch with us first and we’ll always do everything we can to help.

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. You'll find links to the relevant store locators on our Returns page.

Please note: Returned items that reach us outside of the returns period will be sent back to the sender’s address.

Products marked ‘Two-man delivery’ on their listing page are subject to costs which will vary according to our supplier’s return policies. Please get in touch with us for specific advice on how to return these items.

When will I receive my refund?

Once we’ve received the returned item(s) we’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 we’ve received your return 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. We have a specialist team who may be able to help repair or replace any faulty items for you. If we can’t, we’ll process a refund accordingly. If, following inspection, your item isn’t deemed to be a manufacturing fault, it’ll be returned to you.


By signing up on our website you’ll be in on the secret! You'll become eligible for email updates making you the first to know of our exclusive discounts.

Email subscriptions and preferences

We have a lot of great deals and update our website regularly with brand new sales. If you’d like to keep up to date with our new offers you can subscribe to our email notifications.

You can subscribe by adding your email address at the bottom of our website or by selecting the relevant options at checkout.

At any time you can log in to your account and change your email and marketing preferences. If you want to be the first to know, change your email notifications to daily.

If you want to ensure you don’t miss out, you may want to consider adding marketing@emails.secretsales.com to your address book so our messages don’t go into your junk mail folder.

Your information

We’ll ensure your data and privacy is used security and reasonably. If you’d like more information about how we handle your data and what your rights are, please refer to our Privacy Policy.


Where do I enter my promotion code?

If you’ve received a promotion code from us it couldn’t be easier to use it to further reduce the price of your item! Simply key the code into the ‘Discount Code’ field at checkout (in the Payment Section).

Remember to ensure you read the conditions of the promotion code you’ve been provided. The code is usually for use on specific sales. When you enter the code at checkout the discount will automatically be deducted from the items eligible for the promotion.

Discount codes won’t work on items purchased from items ordered from the Marketplace. You'll know if your item is being supplied by a Marketplace brand as it'll show 'Fulfilled by Marketplace' on the product page once you've selected the size and colour you desire.

My promotion code isn’t working

Our promotion codes will automatically deduct the relevant discount from products that qualify under the conditions of the promotion. It’s likely that, if the code isn’t working, the product isn’t part of the promotion.

Remember to ensure you read the conditions of the promotion code you’ve been provided. The code is usually for use on specific sales and products only and will be available for specific periods of time.

Discount codes won’t work on items purchased from items ordered from the Marketplace. You'll know if your item is being supplied by a Marketplace brand as it'll show 'Fulfilled by Marketplace' on the product page once you've selected the size and colour you desire.

If you’ve reviewed the conditions of the promotion and you’re still having issues, please don’t hesitate to contact us.

Customer credit

At this time we no longer have a customer credit function. If you believe you had credit on your account previously, please don’t hesitate to get in touch and we’ll review our records.


Trouble with using the website

We’re really proud of our site and we’re constantly improving things behind the scenes to ensure it runs smoothly at all times. Frustratingly, there are things that can make using our site harder than we would like it to be. With this being said, there are a couple of steps you can take that will likely resolve the issue for you.

All you need to do is clear your browser Cookies. Before you do this, keep a note of anything you’ve got saved in your basket but this process will clear what you’ve saved! This can be achieved by visiting your browser settings and following the instructions accordingly. Once you’ve deleted your Cookies, close your browser and revisit our website. Hopefully, any problems you were experiencing have now been resolved.

If this doesn’t work, please don’t hesitate to get in contact with us and let us know what’s been happening. The more information you can provide us with the better; the browser you’re using, the type of device you have and what you’ve tried so far (screenshots are really helpful).

I’m not receiving emails from you

Sometimes our emails are directed to junk boxes by email providers and our customers miss them. You should be able to change your settings with the mail provider, but you can also try adding marketing@emails.secretsales.com to your address book, just in case.

You can change your email preferences in your account at any time!