Frequently Asked Questions

1. THE CONCEPT

1.1 OUR CLUB

'secretsales.com' is a free, private, online club specialising in exclusive sales for our members.

We acquire collections of internationally recognised and established brands and offer them to you at considerably reduced prices, typically between 30% and 80% off the retail price. The 'secret sales' on offer include a range of fashion items; clothing, accessories, jewellery and watches as well as homeware, sports equipment, travel items, children's products, electronics and technology.

All our products are 100% genuine and we work closely with the brands and premium suppliers to ensure that we offer you the best possible products at the lowest prices. Items are made available to purchase through scheduled 'brand-by brand' sales, which continuously change, giving you new brands and products every few days.

We strive to work with our suppliers to represent the brand in the best possible way and communicate their design aesthetic through audio-visual showcases, which will familiarise you, our customer, with the brand's identity.

Our members receive regular email invitations to the sales which give you immediate access to purchase products from distinguished labels from the comfort of your home or office!

Payments are made using bank cards and are completely secured and fully protected.

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1.2 BECOMING A MEMBER

For the initial few weeks you can visit the 'secretsales.com' website and register your details to gain instant free membership to our club.

Whilst our membership will always remain free of charge and with no obligation, the option to become a member by visiting the site directly will be available for a limited time only. We are committed to maintaining a private sales environment, which allows us to offer you these exclusive brands at such low prices!

Once the membership gates have closed, you will need to be referred by a friend who is already a member in order to join our private club!

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1.3 INVITING FRIENDS TO JOIN

As a member, you can introduce your friends to 'secretsales.com' by entering their email address on the referral system at the top of our Homepage or on the My Account page.

For every person you refer that proceeds to make a first purchase, you will receive one £5, 'e-voucher' off your next order. You may let these vouchers accumulate to receive a larger discount, which is fairly good incentive for sharing.

Your friends will receive an email invitation communicating the concept of the site and once they register their details, with a click of a button, they will be able to enjoy all the benefits of our free, private club. At this point, you will receive notification of their subscription in your My Account page.

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1.4 HOW DOES A SALE WORK?

Before the Sale: Our new sales banners are changing all the time and display the sale start and end dates, links to brand showcases, which give you a sneak preview of the brand and the nature of the products available and an option to request a reminder. Once you have requested a reminder, you will receive an invitation by email, informing you of the particular brand on offer and the length of time the sale will be running. Access to browse the individual products will only be open once the sale has begun so remember to log on early on the sale start day to get the best offers.

Day of the Sale: The sales will usually go live at 7am in the morning. You will have a direct link to the sale in your emailed invitation or you can log onto www.secretsales.com directly and purchase the items you like. Items will remain in your basket for a maximum of 15 minutes before returning to the sale. If the stock levels of an item in your basket are running low, a warning message will advise you of your time restrictions.

After the Sale: Once you have placed an order, you will receive confirmation, via email of what you have purchased, the amount paid and the delivery address you have specified. This information is also available in My Account. Please note that orders will not be processed before the end date of the sale and items from different brand sales cannot be grouped for delivery due to logistical reasons. Should an item received by you be unsatisfactory, you have 14 days in which to return it, unused and in its original packaging with all tags intact.

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2. THE RULES OF ENGAGEMENT

2.1 TERMS & CONDITIONS

Click to view our Terms & Conditions

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2.2 DATA PROTECTION AND PRIVACY

In order to become a member we ask for a little information about you for the purposes of bettering our service.

All member information is kept securely and in the strictest confidence. It will never be transferred or sold to third parties.

Your personal data will be processed for the following purposes only:

  • for delivery and returning products purchased on 'secretsales.com'
  • to improve our site structure and brands offered
  • to better our customer care
  • for processing orders efficiently

All information is kept in the strictest confidence and in accordance with the Data Protection Act 1998 and The Privacy and Electronic Communications (EC Directive) Regulations 2003

Please inform us of any modification of personal data by amending your details in your My Account page.

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2.3 CONDITIONS OF SALE

Our products are sold for personal use only. No items on sale are available for wholesale purchase. We will not engage wholesale enquiries of any kind.

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3. MY ACCOUNT

3.1 EMAIL ADDRESS AND PASSWORD

When you first register you will be asked to provide an email address and password in order to access the site.

Your password must remain confidential and may not be utilised by another user as you are responsible for all activities and orders that are submitted using your password.

If you have forgotten your password, click on Forgotten My Password on the login page, type in your registered email address and we will resend it to you via email.

You can reset your password in the My preferences section of the My Account page at any time.

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3.2 PERSONAL DETAILS AND PREFERENCES

You can view or modify your personal details in your My Account page and choosing My Personal Details.

  • You can change your registration password and the email address at any time, updating your preferred address for sales invitations
  • You can set up and edit your preferences.
  • You can also opt to stop receiving invitations to our sales.

To receive your orders quickly and efficiently, we invite you to update your personal information as regularly as possible. Don't forget your telephone number or details about your address (flat number, building name, company name, etc.).

All information will be kept strictly confidential and stored securely.

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3.3 MY DELIVERY ADDRESS

You can update your address details by visiting My Account and clicking on My Personal Details.

At the time of ordering you have the possibility of entering a different delivery address from the billing address.

If you would like to send purchased items as a gift, there is an option during the order process for adding a personalised message.

Please note that order confirmations will only be sent to the registered email account.

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3.4 TERMINATING MY MEMBERSHIP

If you wish to stop receiving the invitations to our sales, please visit My Accounts and edit your preferences.

You can end your membership by visiting Preferences in My Account and clicking on Terminate My Membership.

Be warned, once you have terminate your membership you will not be able to access our sales any more.

We would appreciate if you could provide some feedback as to the reason of your termination at this stage, via the contact box provided.

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4. THE WEBSITE

4.1 EXCLUSIVE SALES

'secretsales.com' specialises in 'brand sales', which will have a limited time frame and be continuously updated. These sales can be accessed by our members only.

We offer exclusive products ranging from luxury fashion pieces to electronics, and work directly with the brands and premium suppliers to provide you with the best quality, 100% genuine items at the lowest prices.

The brands on sale are constantly changing so please check in frequently for the latest deals!

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4.2 LANDING PAGE

This is the gateway to our private club. The landing page helps to maintain the private, exclusive environment for our sales and is where you login, using your registered email address and password.

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4.3 HOMEPAGE

This is the centre of our club. From this point you'll be able to discover all the information about our current sales and those to come. It is our roundabout and from here you'll be able to navigate your way around the whole site.

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4.4 ACCESSING THE SALES

Only members of Secret Sales will be able to access the site and place orders.

As a member, you will receive invitations to our sales by email and will be able to access the site via the link or by going direct to www.secretsales.com and entering your email address and password.

Once logged in, you will reach the Homepage and be able to navigate through our sales and add the items you wish to purchase to your basket.

The item will remain in your basket for a maximum of 15 minutes. You will need to purchase it to ensure it will be yours or else the item will return to the sale after this time has elapsed.

If the stock levels of a particular item in your basket are running low, a warning message will flash and prompt you to purchase it quickly.

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4.5 PLACING AN ORDER

Here are the 5 simple steps to placing an order:

(1) Once you have logged in, select the sale of your choice by clicking 'View the Sale'.

(2) You will now see a list of categories within the brand sale.

(3) Once you have selected the category of your choice, you will view the product listings page.

(4) Select the product you are interested in for a closer look and further information.

(5) Click on the basket to purchase and validate your order by proceeding to the order confirmation page.

Make sure you enter the correct delivery address and payment details and accept the terms & conditions to validate your purchase.

Please note, as the sales are held for a short duration, items will remain in your basket for 15 minutes only. A warning will appear if stock levels of a particular item in your basket are running low.

You can use your e-vouchers to further discount your purchases.

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4.6 ORDER STATUS

Once your payment has been accepted, you will receive email confirmation of your order which will detail the items bought, amount paid and delivery address.

You can also view your order on the My Account page of the website.

Packages are delivered in approximately 5-7 working days after the sale has finished.

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4.7 PAYMENT

All orders must be paid for using bank cards.

Once payment has been accepted, you will receive email confirmation of your order. This email will be sent to the registered account holder only.

The Payment is guaranteed completely secure and protected by Protx, the largest independent payment processor in the United Kingdom.



Our payment systems are fully approved as Level 1 compliant under the Payment Industry Data Security Standard (PCI DSS). This is the highest possible level of compliance.

We accept the following card types:



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4.8 MY BASKET

Due to the short duration of the sales, when you add an item to your basket you have 15 minutes in which to make your payment. After this time the item will be returned to the sale.

You can use your e-vouchers to further discount your purchases. You will receive one £5 'e-voucher' when a person you have referred, registers and first makes a purchase on 'secretsales.com'.

Depending on availability, you will be able to change the quantity of your selected items before you check-out.

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4.9 AVAILABLE vs. SOLD OUT

The item's availability will be displayed next to the product picture on the product listings page of each sale. You will only be able to order items that are available.

The items that are sold-out will not be removed from the sale until the sale has finished

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4.10 E-VOUCHERS

You will receive a £5 e-voucher every time a person you refer first makes a purchase on 'secretsales.com'. You can refer friends by entering their email address at the top of the Homepage or on the My Account page.

To view the status of your e-vouchers go to My Account.

Your e-vouchers are valid for a period of one year.

You can use as many e-vouchers per purchase as you would like.

If you cancel an order or return an item bought with e-vouchers, these will be replaced in your account.

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4.11 MY INVITATIONS

You will receive 2 email invitations per week detailing the up-coming sales for the following few days.

You can use the link or go directly to www.secretsales.com to access these sales.

If you want to stop receiving these emails please visit My Account.

If you are not receiving emails and would like to receive them, please Contact Us.

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4.12 REQUESTING A REMINDER

For sales coming soon you can request a reminder via the Homepage.

This is to help you remember to log on and get the best possible choice of items when the sale goes live. You will only ever receive one email, per reminder, per brand.

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5. DELIVERY

5.1 HOW THE ITEMS ARE DELIVERED

All items will be delivered by Royal Mail and will need to be signed for on receipt.

In the case of delicate, high value or heavy goods a special courier service will be used at an additional cost.

If your package is damaged during transport, please do not accept it as we will be unable to refund you on this basis if you do so.

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5.2 COST OF DELIVERY

Delivery for different brand sales will be calculated separately in order to ensure you are charged the lowest cost possible.

The delivery price will be charged on a weight band scale for the packages and this will vary depending on the nature of the items and brand being sold.

All delivery costs are visible during the order process prior to final confirmation of order.

In some special cases the delivery cost may increase. These cases include: transportation of delicate, high value or heavy goods. You will also be able to view these specific delivery costs during the purchase process of these items and prior to final confirmation of your order.

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5.3 GROUPING AN ORDER

Once your order is validated, you can order more items from the same sale and group the items for one transport cost.

The price of delivery of this grouped order will depend on the total weight of items ordered.

Orders from different sales cannot be grouped for logistical reasons as orders are processed separately at the closing time of each sale.

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5.4 THE DELIVERY ZONE

The delivery zone is the United Kingdom (UK) only at this stage. We hope to provide an international service in the near future.

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5.5 HOW LONG WILL IT TAKE MY ORDER TO ARRIVE?

We work directly with the brands on offer and our delivery system varies according to our agreement with each brand; for certain sales we can only process the deliveries once the sales have finished.

You will be informed of the delivery period during the checkout process and an order should take approximately 5 - 7 working days to be delivered after the sale has finished.

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5.6 DIFFERENT DELIVERY ADDRESS

The confirmation of the delivery address is done during the order process and can be different from the billing address.

Once the delivery address has been confirmed at the end of the order process it cannot be amended.

If the item ordered is a gift, a personalised message can be written and this will be sent with the package.

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5.7 MY PACKAGE IS DAMAGED

Please do not accept your package from the transport company if it appears damaged and notify us immediately using the Contact Us section. We are unable to offer returns, refunds or exchanges on these grounds if you do accept a damaged parcel.

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5.8 I STILL HAVEN'T RECEIVED MY PACKAGE AND OTHER DELIVERY ISSUES

If you haven't received your package within 7 days or have any other delivery issues please inform us using the form on the contact page below providing as much information as possible.

Please do not call us regarding late packages. We cannot provide an immediate answer on this, but aim to respond within 24 hours of receiving your message.

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6. AFTER SALES SERVICE

6.1 FAULTY ITEMS

If you have received an item that is faulty, you have 14 days to return it with its original packaging to:

Secret Sales Limited
47-49 Park Royal Road
London
NW10 6LQ

Where possible, we will try to resend you the same item or offer you a full discount. Secret Sales will refund the cost of return of faulty items on provision of a receipt of cost of return delivery. We recommend you send items by insured post so you know we have received it.

Please remember the item is your responsibility until it reaches us so we recommend that you return the item using a delivery service that insures you for the value of the goods.

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6.2 MANUFACTURER GUARANTEES

Some items will be sent with a manufacturer's guarantee, which will be mentioned on the product description page.

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6.3 CONTACT US

To contact us please use the form on the contact page or Call us between 9am - 5pm Monday-Friday on 0845 873 9522.

Please provide as much information as possible for a quick response.

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7. RETURNS, REFUNDS AND EXCHANGES

7.1 RETURNS

Everyone is allowed to change their mind. On receiving a package, you have 7 days starting on the day after delivery in which to decide to keep it and a further 7 days in which to return it. The cost of return postage is borne by the member.

The item must be returned to us within 14 days of delivery to you for a full refund to be valid.

Please remember the item is your responsibility until it reaches us so we recommend that you return the item using a delivery service that insures you for the value of the goods.

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7.2 REFUNDS

Returns of defective or damaged goods should be made within 14 days for exchange or refund.

If the package is damaged please do not accept it from the transport company. If you do so you will be unable to claim refund on this basis.

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7.3 EXCHANGES

Exchanges are possible if you have received an item that is defective or not correct as per your order. If the correct item is no longer available you will receive a full refund.

Should you require another size, please contact us to determine whether we have another size available and we will arrange a direct exchange.

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7.4 RETURNS PROCESS

The returned item must be unused and in its original condition with all tags and packaging intact. The return must be received by us within 14 days of delivery to you.

Secret Sales Limited
47-49 Park Royal Road
London
NW10 6LQ

Please note the cost of returning an item is borne by the customer and is not refundable unless the item is defective or faulty. In these cases a refund for return delivery will be given on presentation of a receipt of payment.

Please remember the item is your responsibility until it reaches us so we recommend that you return the item using a delivery service that insures you for the value of the goods.

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7.5 CONDITIONS OF RETURN

All items must be returned unused and in their original condition with all tags and packaging intact for a return, refund or exchange to be viable.

The package must be returned to us within 14 days of delivery to you. Returns received after this period will not be refunded and only returned back with redelivery at the member's expense.

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8. FEEDBACK

8.1 LET US KNOW

We at Secret Sales aim to provide you the best service for purchasing great brands at the lowest possible prices.

We would like to hear from you how we should better our service. Please feel free to send us an email to feedback@secretsales.com.

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What's in store

Street Skate looks from Duffs

 

Product Image Get your skates on and snap up stylish shoes, t-shirts and sweaters from this famous street brand.

Vintage inspired T-shirts by Lost Property by WornFree

 

Product Image Give your look some Rock n Roll edge and mimic the distinctive style of some legends in the music business. Lost Property T's are styles made famous by iconic folks like Debbie Harry Johnny Ramone and the Doors.

Charming Charms by Kit Heath

 

Product Image Treat someone small to a beautiful item from Kit Heath Children’s silver Jewellery collection.


Announcements

New Delivery Price...

01 May 2008

We are now offering a flat rate of £4.50 for all UK deliveries... now you can pay less and get more...

International Delivery

07 Apr 2008

Look out for new delivery destinations including the U.S.A, Western Europe and the Middle East...coming soon.

Limited Membership

31 Mar 2008

The option to register as a member without a referral is available for a limited time only.

The ethos of the secret sale

31 Mar 2008

Our private club environment and scheduled sales ethos maintains the integrity of our exclusive brands, which enables us to offer these premium products at such affordable prices.

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