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.

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.

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What is your Returns Policy?

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Returning an unwanted item

We hope you are completely happy with your order. However, if you change your mind, you have 60 days from the date of purchase to return any unwanted items.

Returns are chargeable at £3.50 per order, regardless of how many of the trusted sellers you order from! If you are returning items to multiple sellers in the same order, please contact us here. We will ensure you receive a voucher to ensure you only pay a single fee.

All returned items should be sent in their original condition and packaging including tags (eg. Shoes should be returned with their original shoebox). Incomplete, or any item that appears to have been used will be rejected as a return.

Hygiene and our customers' safety is important to us, so certain items can not be returned for refunds including:

- Any underwear, knickers or briefs
- Swimwear (when the hygiene strip has been removed)
- Pierced jewellery if the seal has been tampered with or is broken
- Face and body products if opened, used or the protective seal broken
- Any perishable goods, such as food or flowers
- CDs, DVDs or software with a broken seal
- Any items specifically marked as non-returnable

None of this affects your statutory rights.

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

If you have received a faulty or damaged item

If you have received an item that is not up to our usual high standards, or your item becomes faulty please contact us. Please include a photo of the fault so that 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 has developed a fault

If your item develops a manufacturing fault within the first 6 months you may be covered under the product warranty. In these cases, please do not hesitate to contact us 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 the item is deemed faulty, the trusted seller may attempt to repair or replace the item; if this is not possible a refund will be issued.

Your item will be returned to you if the fault is not deemed to be a manufacturing fault.

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