We update these conditions regularly so remember to check in before you shop. You will also find more useful information on our Help pages.
Welcome to the Secret Sales Terms and Conditions (“Conditions”).
These Conditions apply:
To our supply of Products to you, whether these are goods, services or digital content (“Products”). Please read these Conditions carefully before you submit your order to us. These Conditions tell you who we are, how we will provide Products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
We update these Conditions regularly so remember to check in before you shop. You will also find more useful information on our Help Centre.
Some important definitions are set out at the end of these Conditions.
We are Secret Sales Ltd (“Secret Sales”), a UK registered company (Company Number 05996763) whose registered office is situated at 38-40 Commercial Road, London, England, E1 1LN, UK. We operate this Site, and when you buy Products from the Site, you either buy it from Secret Sales, or a third party (“Selected Partner”) through our marketplace (the “Marketplace”).
When you use our Site you’re doing so in accordance with the Conditions and any orders you place should meet the requirements of these Conditions.
When you register an account (My Account), the personal information you give us should be your own, true, accurate and current in all respects (Profile Information). Similarly, you should notify us immediately of any changes to your Profile Information by updating the records in the Account page. Please see the My Account section below for further detail.
The Conditions will govern the Contract to the exclusion of any other terms.
When you place an order on our Site you’ll receive a confirmation email which identifies the receipt of your order.
Your payment is then captured based on internal security checks and confirmation of the funds being available via your chosen payment method.
Our acceptance of your order will take place when we, or in the case of Marketplace orders, the Selected Partner, email you to accept it (Order Confirmation), at which point a contract will come into existence between you and us (or the Selected Partner). We’ll assign a reference number to your order and tell you what it is when we accept your order. It’ll help us if you can tell us the order number whenever you contact us about your purchase.
Please note, if your order includes an item from the Marketplace, your contract in respect of that item is with the Selected Partner (see The Marketplace) which will fulfil your order in respect of that item. The Selected Partner’s acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and the Selected Partner.
Orders are subject to availability. If we’re unable to accept your order, we’ll inform you of this in writing and will not charge you for the Product. This might be because the product is out of stock, because of unexpected limits on our resources which we couldn’t reasonably plan for, because we’ve identified an error in the price or description of the Product or because we’re unable to meet a delivery deadline you’ve specified. In the event of an over sale or discrepancy with the Selected Partner we’ll get in contact with you and your order will be cancelled and a refund issued accordingly.
If you wish to make a change to a Product you’ve ordered please contact us. We’ll let you know if the change is possible. If it’s possible, we’ll let you know about any changes to the price of the Product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. Please note that we’re unable to amend your details once you have placed your order.
Although we’ve made every effort to display the colours of product images accurately, we can’t guarantee that a device's display of the colours accurately reflects the colour of the products. Your Product may vary slightly from those images.
Product packaging may vary. The packaging of the Product may vary from that shown in images on our website.
If you’re providing measurements to us, please ensure they’re accurate. If we’re making the product to measurements you’ve given us you’re responsible for ensuring that these measurements are correct. You can find information and tips on how to measure on our website or by contacting us.
The costs of delivery will be as displayed to you on our Site on the product page once you've selected your chosen size and colour. It'll be confirmed again at the checkout page and on our Delivery page.
If we become aware of any unexpected delays, we’ll do our best to keep you up to date. The time for delivery won’t be the essence of our Contract and we, or the Selected Partner, as applicable, won’t be liable for any loss or expenses sustained arising from a delay in delivery.
If the Product you order is no longer available, or if we or the Selected Partner are unable to supply a Product for whatever reason, we’ll ensure your payment is refunded as soon as possible.
Products sold in Flash Sales are sent to Secret Sales by the supplier only once they’ve received the instruction from us. We would expect to receive orders from our UK based partners within 6 days and 15 days from international partners. If we experience any delay during this process we’ll be in touch.
When you order from our Marketplace, your order is passed directly to the Selected Partner who’ll send your items to you directly within 2 to 4 days.
The address for the delivery of your goods is agreed between you and Secret Sales in line with the address you entered at checkout; this address will also be confirmed in your Order Confirmation.
To get your items to you as quick as possible, you may receive your order in more than one delivery, however, you'll only be charged a single delivery fee.
You must inspect your goods on delivery. A signature on a proof of delivery document or collection acceptance document will demonstrate evidence that the item was accepted with no apparent defect or damage. Failure to inspect your goods on delivery may lead to difficulties evidencing that the item was delivered with the defect in question. You’ll find more about delivery options on the relevant Help Pages.
We aren’t responsible for delays outside our control. If our supply of the Products is delayed by an event outside our control then we’ll contact you as soon as possible to let you know and we'll take steps to minimise the effect of the delay. Provided we do this we’ll not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received. Secret Sales won’t be liable for any expenses/costs that arise as a direct or indirect result of these issues.
The price payable for our Products is quoted on our Site and includes VAT.
The cost of delivery is excluded from the price of the Product but is confirmed at checkout (you can find details of our delivery pricing in our Help Centre). The price of delivery will be also be confirmed on the product page once you've selected the size and colour you'd like to order. The retail price is one which is defined to us by the supplier or Selected Partner.
When purchasing an item from the Marketplace the Product price, delivery cost and Product description are defined by the Selected Partner, not Secret Sales.
On very rare occasions, despite our best efforts, some of the Products we sell may be incorrectly priced. We’ll normally check prices before accepting your order so that, where the Product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the Product's correct price at your order date is higher than the price stated to you, we’ll contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any Products provided to you.
Details of the payment methods accepted by Secret Sales can be found in our Help Centre.
The Marketplace is an experience where Selected Partners can sell their Products to you using the Secret Sales Site. When you place an order for an item in the Marketplace a contract is made between you and the Selected Partner. In these cases, Secret Sales acts as the Selected Partners’ agent for the payment and they authorise us to process the payment on their behalf.
Secret Sales has no responsibility to you in respect of contracts formed between you and the Select Partner and, therefore, all reference to ‘we’ and ‘us’ in these Conditions refer to the Selected Partner in that context.
With this being said, Secret Sales will be your initial point of contact for any queries or disputes regarding the purchases you’ve made on the Marketplace. Our team will liaise with the Selected Partner on your behalf in the first instance to obtain a resolution for you. The customer will then deal directly with the Selected Partner thereafter in resolving the query or dispute. If you have any problem, you can contact us here.
Selected Partners won’t invoice you directly and you shouldn’t accept or pay any invoice you receive from a Selected Partner.
When purchasing an item from the Marketplace the Product price, delivery cost and Product description are defined by the Selected Partner, not Secret Sales.
A lot of the processes for items purchased from our Marketplace are set by the Selected Partner and, therefore, can differ from items purchased directly from Secret Sales. Details of these differences can be found in these Conditions, on the Marketplace listings and in our Help Centre.
These Conditions should be read in conjunction with our Returns Policy which can be found in our Help Centre.
For most Products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights are contained in the Consumer Contracts Regulations 2013 (“CCR”).
Under the CCR, you have 14 days after you’ve received a Product to notify us that you’ve changed your mind and would like to return the Product to us. Once you’ve notified us of your intentions you have a further 14 days to return the Product to us.
Your right to change your mind under the CCR excludes personalised Products, products sealed for health protection or hygiene purposes, perishable goods and good that, by their nature can’t be sent back (mattresses, mattress toppers, duvets, pillows, personal grooming Products, cosmetics, piercing jewellery, children’s car seats, swimwear, underwear, lingerie and adult toys).
The returned Product is your responsibility until it reaches our warehouse. Once it’s been received our warehouse team will process the refund within 10 working days, as long as it’s in a resalable condition and meets our terms as outlined in our Returns Policy.
Refunds will always be issued back to the original payment method/card. Dependant on your card issuer, you can normally expect to see the funds in your account between 3 and 5 working days after we’ve sent it (this is dependent on your specific card issuer). We’ll refund you the price you paid for the Products including standard delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
If you’re exercising your right to change your mind:
We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the Products, if this has been caused by your handling them in a way which wouldn’t be permitted in a shop. See our Returns Policy for information about what handling is acceptable and examples. If we refund you the price paid before we’re able to inspect the goods and later discover you’ve handled them in an unacceptable way, you must pay us an appropriate amount.
The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
If we receive a return outside of the aforementioned timescales, we may have to return it to you and ask that you cover the delivery cost of this return.
If you receive an item that is damaged or incorrect, you should notify us within 14 days of delivery. Failure to do so may result in difficulty establishing that the items arrived faulty.
Secret Sales offers 6 months guarantee covering manufacturing faults on Products sold on our Site and, following acceptance the item is faulty, we’ll endeavour to repair or replace items within this period (where possible). This guarantee doesn’t cover faults deemed caused by general wear and tear or accidental damage. If your purchase develops a fault within the first 6 months of purchase, please contact us as soon as the fault occurs. Once 6 months have passed, we won’t be able to consider your claim further and you may be redirected to the supplier for additional support.
These Conditions don’t affect your statutory rights as a consumer.
We’re under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
If your product is goods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:
a) Up to 30 days: if your goods are faulty, then you can get an immediate refund.
b) Up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
c) Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.
To say thank you for your loyalty we’ll often email you with promotions which offer a discount on the already great prices on our Site. These promotions will carry their own Special Conditions which will be made clear when they are sent to you. You’ll be informed of what Products or campaigns the promotion will work on, how many times you can take advantage of it and when it expires. Secret Sales has the right to cancel, modify or suspend the promotion at any time. Promotional discounts run by Secret Sales don’t provide a discount on Marketplace purchases.
In addition to regular promotions, we may provide our customers with credit which is applied to their Secret Sales account. This credit is discretionary and can be applied and removed at any time. When you’re given credit, you’ll be provided with an expiry date and the credit must be used before this time; expired credit will not be reapplied. Any credit may not be redeemed for cash, and have no cash value other than for purchases made on the Site.
We’ll keep you updated with our great sales by email. If you’d like to change how many emails you receive, you can change your preferences at any time in the account page of our site.
You can set up My Account on our Site through Registration.
During Registration, the information you provide must be accurate and complete. If any of your information changes at a later date, it is your responsibility to ensure that My Account is kept up-to-date.
If you choose, or you are provided with, a user identification code, password or any other piece of information as part of our security procedures during Registration, you must treat such information as confidential.
You must notify us immediately if you suspect or become aware that the confidentiality of My Account has been compromised.
We reserve the right to terminate My Account if:
It is established that you hold more than one account;
Someone else is using your account;
You have provided false or incorrect information at the time of Registration.
You must notify us immediately if you suspect or become aware that the confidentiality of your user identification code or password has been compromised at email@example.com.
You may at any time close My Account. Closing My Account will result in the removal of your Profile Data. Your Profile Data will be deleted, save for any data which we are required to retain by law. If you close My Account, any content you have created on our Site will be anonymised.
If you’ve got any questions or if you’d like to raise a complaint, our Customer Success team are here to provide you with the support you need. Our team will do everything they can do to help reach a resolution. You can get in contact with them in the following ways.
Live chat: Available from the Account and Help pages
Telephone: +44 (0) 345 8739 522
If we’re unable to resolve a complaint to your satisfaction, you may wish to consider referring your complaint to the following third parties.
The Retail ADR (www.retailadr.org.uk): Post: The Retail ADR,12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW
Tel: +44 20 3540 8063
The EU Online Dispute Resolution platform: www.ec.europa.eu/consumers/odr
Use of the Site
This Site may be used only for lawful purposes and in a lawful manner. By using the Site you agree to comply with all applicable laws, statutes and regulations regarding the Site and any transactions conducted on or through the Site.
You must not misuse the Site in a way that is unauthorised or is malicious or technically harmful. This includes, but isn’t limited to, the introduction of viruses, spyware, adware, trojans and unauthorised access to our Site, server and databases connect to our Site.
In the event of a breach in this provision, you may be committing a criminal offence under the Computer Misuse Act 1990. Such breaches will be reported to the relevant authorised and your right to use the Site will cease immediately.
Intellectual property and right to use
You acknowledge and agree that all copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the Site shall remain at all times vested in us or our licensors. You’re permitted to use this material only as expressly authorised by us or our licensors.
You acknowledge and agree that the material and content contained within the Site is made available for your personal non-commercial use only and that you may (if necessary to make a purchase) download such material and content onto only one computer hard drive for such purpose. Any other use of the material and content of the Site is strictly prohibited. You agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.
If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.
Right to amend Conditions
We may amend and revise these Conditions at any time. You’ll be subject to the Conditions that were in place at the time you placed an order on the Site or otherwise use the Site.
Changes to the Site
We may update and change our Site from time to time to reflect changes to our Products, our users' needs and our business priorities or for any regulatory reason.
We may suspend or withdraw our Site
Access to our Site is made available free of charge. It is your responsibility to make any and all arrangements necessary in order to access our Site.
We don’t guarantee that our Site, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our Site for business and operational reasons. We’ll try to give you reasonable notice of any suspension or withdrawal.
You’re also responsible for ensuring that all persons who access our Site through your internet connection are aware of these Conditions and other applicable terms and conditions, and that they comply with them.
Limitation of liability
You agree fully to indemnify, defend and hold us, and our officers, directors, employees, selected partners, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of the Site, or the use by any other person accessing the Site using your shopping account and/or your Personal Information.
While we use reasonable endeavours to verify the accuracy of any information we place on our Site, we make no warranties, whether express or implied in relation to its accuracy.
We make no warranty that the Site will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the Site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Site. We won’t be responsible or liable to you for any loss of content or material uploaded or transmitted through the Site.
To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This doesn’t affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
We aren’t liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for any economic losses, any loss of goodwill or reputation, any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions. Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.
We’re responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these Conditions, we’re responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we’re not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it’s obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
We don’t exclude or limit in any way our liability to you where it’d be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products; and for defective products under the Consumer Protection Act 1987.
We aren’t liable for business losses. We only supply Product for domestic and private use. If you use Products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
Third party links
To provide increased value to you, we may provide links to other Sites or resources for you to access at your discretion. By doing so, you acknowledge we’re not responsible for the external sites and that Secret Sales isn’t responsible or liable for the practices or contents on the sites.
Other important terms
We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation.
Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.
Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.
"Conditions" means these terms and conditions and the Special Conditions;
"Consumers means a buyer who does not purchase Products in the course of any kind of business.
"Contract" means the order and Order Confirmation (incorporating any Special Conditions)
"Cookies" means small text files which our Website places on your computer's hard drive to store information about your account and any shopping session and to identify your computer;
"Marketplace" means the marketplace accessed via the Website through which Secret Sales facilitates transactions between Selected Partners and Customers.
“My Account” means the area of the Site in which a customer can view personal information and previous order history
"Price" means the price at which the Seller has agreed to accept the customer's order and is deemed inclusive of delivery charges in the United Kingdom and any VAT.
"Product" means a Product displayed for sale on the Site;
"Product Description" means that part of the Site where certain terms and conditions in respect of the individual Product are provided, including any Special Conditions;
“Profile Data” means any information provided by you through Registration or in the My Account section of the Site.
"Special Conditions" means any conditions that specifically apply to a Product, contained in the Product Description;
"Users" means the account holders who are also users of the Site;
"Personal Information" means the details provided by you on registration for a Secret Sales account as amended from time to time;
"Selected Partner" means a 3rd party partner selling an item through the Marketplace.
"United Kingdom" means England, Wales, Scotland, Northern Ireland and the Channel Islands;
"We/us" means Secret Sales;
"Website" means the website located at www.secretsales.com or any subsequent URL which may replace it, and any other domains operated by Secret Sales;
"You" means an account holder and/or a user of this Website;