HELP CENTRE

 UPDATED RETURNS POLICY

In view of the unprecedented circumstances that the UK has been faced with over the recent weeks, from 23/03/2020 our returns policy has been extended to 60 days. All other parts of the returns policy remain and can be found below. We'll continue to review this policy accordingly. 


Secret Sales (owned and operated by LRG Online Ltd) 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 LRG Online Ltd work hard to source and partner with a multitude of global brands & marketplace sellers, 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 while offering 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 marketplace sellers within their own permanent digital outlet shops.

Our marketplace sellers caringly package up your order and send it directly to you using one of their carefully selected couriers and will also process your return if you change your mind. Don’t worry though, the Customer Success team at Secret Sales are here to support you every step of the way!


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!

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.


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.


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.


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!