Frequently Asked Questions

If you have a query, our FAQs should be able to point you in the right direction. If you're not able to find an answer to your query, our Customer Services team will be happy to help you by email at customer.service@secretsales.com or by telephone on +44 (0) 845 8739 522 (local rate).

Please visit About us if you're looking for further information about the history of our company.

How do I return an item?

Our returns policy allows you to return any unsuitable item within 14 days of receiving your order. Items must be returned in their original condition. A refund will be issued for the full value of your goods once we receive them. Please note we are only able to refund delivery or returns costs if the item in question is damaged or faulty. Should you receive an item which is damaged or faulty please contact Customer Services who will provide you with a free post returns label. The 14 day restriction does not apply to faulty items. Please note all manufacturer’s guarantees are in addition to your statutory rights.

To return an item please note the following:

  1. Enclose the despatch note with your items indicating your reason(s) for return
  2. Please ensure that you request a proof of posting certificate.
  3. We recommend that you use a recorded form of delivery to ensure we receive the item(s) back safely.
  4. Affix the returns label to your package

What is the returns address?

To ensure we receive the parcel securely - please address the returned items to:

Amethyst Group (Secretsales.com)
Amethyst House
Fletchers Way
Wellesbourne
Warwickshire
CV35 9HD

Where is my order?

All order information and any updates to your order's progress are available on the My orders page.

Why does it take this long to receive an order?

To offer you the very best deals we work directly with our suppliers and only order your purchases once a sale closes. This means that it takes a little longer to receive your order, but we are confident our prices are well worth the wait.

How do I track my order?

If you sign-in to the site and visit My account you will find your order tracker details under the ‘Current Orders’ tab. Here you will be able to see the current status of your order. Please note these details will only become available 24 hours after you receive notification that your order has been despatched. If you require more specific information, our Customer Services team will be able to help you by email at deliveries@secretsales.com or by telephone on +44 (0) 845 8739 522 (local rate).

Can I amend an item on my order?

We are unable to change an item on your order once the order has been placed. Should you wish to change an item for an alternative one you will need to place a new order. Please contact us to cancel the existing order should you choose to do this. If you wish to change the size of an item on your order we will be able to do this providing the sale is still live and the alternative size you wish to select is still available. Please contact our Customer Services team who will be able to help you either via e-mail at customer.service@secretsales.com or telephone on +44 (0) 845 8739 522 (local rate).

I placed an order from more than one sale but I paid for all the items together; why have I received multiple order numbers?

If you place an order from more than one sale, your order will be split by each sale you purchase from. This is why you will have more than one order number. There will be only one payment taken for your orders. The items from each sale will be sent to you as we receive them. You may receive all the items you ordered from one sale on one day and the remaining items from a different sale on a different day. This is so we can get the items to you as quickly as possible as our sales finish at different times.

All order information and any updates relating to your order's progress are available on the My orders page. Please note that you need to sign-in to secretsales.com to access this page.

Can I change the billing or shipping address on my order?

Once an order is placed you are unable to change the billing address on that order. You can however change any billing details in your account by visiting the ‘My Account’ and ‘My Billing and Delivery’ page. You will be able to change the delivery address of your order providing that the order is still in CONFIRMED status and has not been picked. Should you wish to change the shipping address please check the order progress on the 'My orders' page to ensure that the order is not in progress or dispatch before contacting our Customer Services team who will be able to change the shipping details on your order. This can be done either via e-mail at customer.service@secretsales.com or telephone on +44 (0) 845 8739 522 (local rate).

My Order has been dispatched, what does this mean?

When your order has been dispatched you will receive an e-mail informing you of this and you will be able to see the status of your order changed to ‘Order Dispatched’ on the 'My Orders' page. Dispatch of your order means that the warehouse have picked and packed your order. The order will then be collected from our warehouse and will be processed at the couriers sorting centre to be forwarded over to your local Hermes courier. Your delivery should normally take 48-72 hours after the order has been dispatched.

My Order has arrived but there are items missing

Should you receive an incomplete order please contact our Customer Services team who will be able to change the shipping details on your order via e-mail at customer.service@secretsales.com or telephone on +44 (0) 845 8739 522 (local rate) so we can investigate this further. In some cases, larger orders may arrive in more than one parcel and this should be stated on your dispatch note. In these instances please allow a further 48-72 hours for the additional parcels to arrive.

How do I find out when a sale is starting?

You will find the start time and date of all active and upcoming Secretsales.com sales displayed on the banners on our Home page. Sales usually start at 7am and can last anywhere between one and ten days. Make sure to get in early as the best savings often go the quickest.

What brands are you having sales of soon?

All of our upcoming sales are featured on our Home page to let you know the date and time they're due to commence. We send daily email newsletters to let you know the sales going live that day. If you're interested in a specific brand, you can also visit the Brands page and request one-off email alert for when we are next offering a sale for that particular brand.

I added an item to My Bag but it disappeared

Our sales are extremely popular and we want to give everyone a chance to get a great saving on a brand they love. For this reason, items will only be held in your Bag for 20 minutes. You will receive a warning message that will give you a countdown to the item being automatically removed from your Bag. This will ensure you have time to complete your purchase.

Can I order an item that says it's sold out?

Our unique relationship with our featured brands means that when an item is sold out, we are unable to get any further stock of that item at that point in time. The opportunity may arise for us to get further stock for the same brand in the future, so our best advice is to sign up to our daily alerts to ensure you never miss an important sale.

Why are some items marked as reserved?

This means that other customers have added these items to their bag but have not yet completed their order. The customer holding the item in their bag will be given 20 minutes to take the item through to Checkout and pay for it, otherwise the item will automatically become available to other customers once their 20 minutes has lapsed. So if an item you're interested in is marked as reserved, it's often wise to keep an eye on it as there is a chance that it could become available again soon.

I've finished shopping, how do I place my order?

Once you've added all of the items to your bag that you would like to purchase, you are ready to checkout. You will have to do this within 20 minutes of adding your items or else your selected products will be automatically removed and put back up for sale for other customers to purchase.

Click on My Bag in the top right of the page, select Checkout Now and follow the instructions through to processing your payment and adding your delivery details. You will receive a confirmation email once your order has been placed.

How long will my order take to arrive?

The relationship we hold with our brands and suppliers enables us to request the exact amount of stock we require at the close of a sale. Your order is then sent from our supplier to our warehouse where it is then checked and sent onto your delivery address. It is this process that often means that delivery times can vary.

You will be notified at Checkout of the estimated date you can expect your delivery to reach you. We aim to dispatch all orders within 10 working days, however this can change due to a variety of circumstances out of our control so it is best to check the original date we advised. Once we have dispatched an item you will receive an email informing you. Deliveries generally take 48-72 hours from dispatch.

If your order has been delayed and we feel it may take longer to arrive than you were initially told we will email to inform you of this. In compliance with Distance Selling Regulations, if the new delivery date is no longer suitable for you please email cancelmyorder@secretsales.com to cancel.

If you have purchased from different sales within the one checkout, the items from each sale will be sent to you as we receive them. You may receive all the items you ordered from one sale on one day and the remaining items from a different sale on a different day. This is so we can get the items to you as quickly as possible as our sales finish at different times.

If you have placed an order that has taken longer to arrive than the latest estimated date you were advised at Checkout, you can contact our Customer Services team, who will be happy to look into your order and let you know of any problems, on +44 (0) 845 8739 522 (local rate) or by email at customer.service@secretsales.com.

My friend would like to join Secretsales.com too. Is there a way I can send an invite?

Certainly. You can even save yourself money on future purchases if they make a purchase. Visit Invite a Friend to submit your friend's details and we'll forward them an email invitation to start following the exciting private sales at Secretsales.com. If your friend goes on to make a purchase, you will receive a £10 e-voucher. The great thing is, you can use as many £10 e-vouchers as you want on any one purchase, providing you with an even bigger saving than you would normally find at Secretsales.com.

You can also spread the word about our private sales through Facebook and Twitter. Just click on the corresponding logo on the banner of an active or upcoming sale on the Home page to let your friends know about a sale or an item you're excited about.

I've received an e-voucher. What is this and how do I use it?

An e-voucher is the same as a gift voucher in a shop – its value lets you save the given amount off an order at Checkout. E-vouchers are valid for either 30 or 60 days depending on the reason they were issued. It will tell you in your account how much longer your voucher is valid for and you will receive an email reminder to make sure you don’t miss out on using them.

To use an e-voucher simply enter the amount of your total e-vouchers you wish to spend in the box during checkout and press validate.

Secretsales.com often sends out e-vouchers as special surprises to our customers via email or post. These may either have a discount code to enter at Checkout or we will automatically add the amount to your account.

Can I use a discount code on the same payment as an e-voucher?

Normally it is not possible to use e-vouchers in conjunction with other offers. However this can vary from promotion to promotion and you will be advised accordingly.

I've received an e-voucher by email but my account hasn't been updated.

Your account should be automatically updated by the time that you are notified of your e-voucher. If you find that your account is not displaying any saving, you may want to email our Customer Services team on customer.service@secretsales.com or call +44 (0) 845 8739 522 (local rate).

How can I change my personal details?

All of your personal details, including your name and contact details can be updated via My Account. Select either ‘Manage my details' or ‘Billing and shipping' to edit the information that you would like to update.

I've heard about your unlimited delivery option. What are the benefits of this?

If you're a keen Secretsales.com customer and frequently buy items across several sales, you can save on delivery costs.

Our unlimited delivery provides you with complimentary postage and packaging for a year, for just £30. That's the equivalent of less than five normal deliveries, therefore providing a worthwhile investment for our regular customers.

I only want to receive emails about specific brands. How do I request one-off reminders?

Visit the Brands page and browse through the designer names that we have previously featured and may soon have a sale for. On each page, you can request a reminder for that specific brand so that you are alerted to the sale in advance.

To save yourself the trouble of searching for the brands you like, we recommend signing up to our daily Secretsales.com alerts which will notify you of the upcoming sales for the day ahead. You can request this within the Manage my details of the My account section.

I would like to cancel my membership.

We are sorry to lose our valued customers and would be keen in this circumstance to receive your feedback in the hope that we could improve our service for you and other customers in the future. To provide your comments, please visit Contact us and submit a form to our Customer Services team.

To cancel your membership, please email us at customer.service@secretsales.com or call +44 (0) 845 8739 522 (local rate).

I no longer want to receive emails from Secretsales.com. How do I cancel my subscription?

By visiting the My account page, you can update your preferences of the frequency and content of your Secretsales.com newsletter. This can also be amended to not receive any newsletters at all.

Why does it take this long to receive an order?

To offer you the very best deals we work directly with our suppliers and only order your purchases once a sale closes. This means that it takes a little longer to receive your order, but we are confident our prices are well worth the wait.

I haven't received my order when I thought I would. How long will it take?

If your order has taken longer than the time advised to you when you made your purchase, then please contact our Customer Services team who will be able to advise you of any delays that may have occurred during your delivery. They can be contacted at customer.service@secretsales.com or on +44 (0) 845 8739 522 (local rate).

When you made your purchase you will have been advised of a date range in which to expect your delivery. It may take up to the latest date for your order to be delivered, however if you have any questions about the status of your order feel free to contact us at customer.service@secretsales.com or on +44 (0) 845 8739 522 (local rate).

Our delivery times reflect the close relationships that we hold with our suppliers, which enables us to order stock upon the close of the sales and guarantee you the best prices. We aim to keep these delivery times to between 5 and 10 working days after a sale has closed, however circumstances out of our control can occasionally mean this may take longer than planned.

If you have placed an order from two or more different sales within the one checkout, the items from each sale will be sent to you as we receive them. You may receive all the items you ordered from one sale on one day and the remaining items from a different sale on a different day. This is so we can get the items to you as quickly as possible as our sales finish at different times.

Please note on occasion we may not be able to fulfil your order due to a shortfall in goods from our supplier. In these circumstances you will be informed of the issue whilst we attempt to resolve the issue. You are welcome to cancel your order at any time during this process. If we are unable to source your items then we will refund you straight away.

Why is my delivery charge higher than a past order I made?

Delivery charges may vary according to the number of sales that you purchase orders from. On average, a single delivery charge is £4.95 per sale that is purchased from. Should you order from two sales, this cost would increase to £5.95, with three or more sales at £6.95. These additional costs reflect the way we receive stock from individual suppliers, who can be based nationally and internationally.

If you purchase a single item priced at £500 or more this will carry a delivery charge of £9.95 due to the high cost of fulfilling these goods. If you order additional items from the same sale you will incur no extra costs.

If you would like to limit these costs and intend to be a frequent buyer from the site, our unlimited delivery option is an attractive way of paying for postage and packaging on future purchases. A one-off payment of £30 will provide you with delivery on all orders for a year.

Am I able to track the delivery of my order?

If you visit My account you will find your order tracker details under the ‘Current Orders’ tab. Here you will be able to see the current status of your order. Please note these details will only become available 24 hours after you receive notification that your order has been despatched. If you require more specific information, our Customer Services team will be able to help you by email at deliveries@secretsales.com or by telephone on +44 (0) 845 8739 522 (local rate).

My delivery was damaged upon arrival. Can I get a refund?

If you notice that your item is damaged when it is delivered then we recommend you refuse to accept the item from our delivery service. If you learn that an item is damaged or faulty after you have received it then we recommend you request a free returns label from our customer service representatives so you can return the item to us.

What happens if I’m out when my order is delivered?

If you have missed your delivery, the courier will leave a calling card to inform you that a delivery has been attempted. They will then attempt to re- deliver your order on the next working day.

Please note that the courier may leave your parcel with a neighbour or in a secure location. You will be advised of this on the calling card and we advise that you follow any instructions they provide.

My tracking status has not updated for a while, why is this?

Hermes couriers do not operate over the weekend; this is dependent on the local courier’s personal delivery schedule. If your delivery has taken longer than 72 hours and you have not received a calling card, please contact our Customer Services team who will be able to help you via e-mail at deliveries@secretsales.com or telephone on +44 (0) 845 8739 522 (local rate).

Do you deliver to British Forces Post Office (BFPO) addresses?

Unfortunately, we currently do not offer a delivery service to BFPO addresses

My order has been dispatched and I need to give delivery instructions, how do I do this?

You must contact us at the earliest opportunity after the dispatch of your parcel so that we can pass on any delivery instructions. Please be advised that Hermes couriers will only deal directly with us after the initial dispatch of your parcel and we will endeavour to pass on any instructions.

Do I need to sign for my order?

For most deliveries a signature is not required, however for large and more expensive items a signature will be needed. Hermes couriers may leave your parcel with a neighbour or in a secure location that is out of public view and the benefits of this is that it reduces missed deliveries and disappointment. A calling card will be left to advise you further should your parcel be delivered.

My tracking shows that my parcel has been delivered but I have not received it?

Please note that the courier may leave your parcel with a neighbour or in a secure outdoor location. You will be advised of this on the calling card and we advise that you follow any instructions left on the card. Please also check with your close neighbours and other members of your household.

If you are still unable to locate your parcel, please contact our Customer Services team who will be able to help you via e-mail at deliveries@secretsales.com or telephone on +44 (0) 845 8739 522 (local rate).

Am I able to exchange an item in my order?

The unique agreements we have with our suppliers enable us to order stock from them after the sale has closed, which is how we are able to offer you the highest saving from the normal retail price. This benefit however means that we are unable to order further stock from our supplier past the closing date of the sale as we only order enough to cover the sales that have been made.

Customers who order unsuitable items from Secretsales.com are entitled to return their goods within fourteen working days and a refund of your returned item(s) would be offered upon receipt. Please note that whilst your returned order is in transit it is still your responsibility, we therefore advise that you send items by recorded or registered delivery to insure the value of your goods.

The nature of our website does mean that we may get a popular item back in stock in future sales, so customers are recommended to sign up for our sale alerts to be notified if the corresponding brand is featured on Secretsales.com again.

Are there any items that can't be returned?

Yes, in line with standard retail practice the following types of product cannot be returned:

  • Goods tailored and produced solely for your specification
  • Perishable goods
  • Lingerie, hosiery and swimwear
  • Jewellery to fit piercings
  • Cosmetics and skincare

The above does not apply to faulty or incorrectly supplied goods, where your statutory rights are not affected.

Can I return an item that I've changed my mind about?

Our returns policy allows you to return any unsuitable item within fourteen days of receiving your order. Items must be returned in their original condition. A refund will be issued for the full value of your goods once we receive them. Please note we are only able to refund delivery or returns costs if they item in question is damaged or faulty. The 14 day restriction does not apply to faulty items.

Please note all manufacturers guarantees are in addition to your statutory rights.

I returned an order to you today. How do I get a refund?

Please return your items to us in their original state within fourteen days of delivery to your address. We will then send you an email to confirm your return has been processed.

Refunds will be made via the same payment method you used when you ordered the returned goods. Please note that refunded monies may take a few days to be visible in your account.

How will I get refunded if I paid by PayPal and returned my order?

We refund for returned items by the initial payment method you used when ordering; so if you used PayPal, we will refund you via PayPal. To arrange transfer from PayPal to your debit or credit card, please consult your PayPal account.

What is the returns address?

To ensure we receive the parcel securely - please address the returned items to:

Amethyst Group (Secretsales.com)
Amethyst House
Fletchers Way
Wellesbourne
Warwickshire
CV35 9HD

I wish to return an item(s) but I have lost my dispatch note

If you loose your dispatch note please ensure that you enclose a note with your return stating your name, address and order number as well as the reason you are returning the item. We may not be able to process your return if this information is not available. You will be able to view your order details on the’ My Account’ page. Alternatively, you can contact our Customer Services team at customer.service@secretsales.com or on +44 (0) 845 8739 522 (local rate) if you require any further assistance.

Please ensure that your return is in accordance to our Returns Policy.

Do I need to pay for returns?

Currently we do not offer a pre-paid returns service. Please ensure that you follow the instructions on your dispatch note and send any items back using a recorded form of delivery. We also advise that you request a proof of postage certificate. Should you receive any item(s) which is damaged, faulty or incorrectly supplied, please contact us at customer.service@secretsales.com or on +44 (0) 845 8739 522 (local rate) and we will be able to issue a free post returns label.

The item(s) that I ordered is broken and may cause injury if I return them, what shall I do?

Our customer’s safety is our first priority and we would not expect you to handle any items that may cause injury. Should you receive an item which is damaged please contact our Customer Service team customer.service@secretsales.com or by telephone on +44 (0) 845 8739 522 (local rate) immediately.

We will require an image of the damaged item(s) and ask for you not to return it due to health and safety reasons.

Have you received my return?

As soon as your return has been received and checked by our warehouse it will then be processed. You will receive notification of your return by e-mail and you will receive an e-mail notification of any refunds made. We aim to process all returns as quickly as possible. Should you not receive any e-mail notification of your return within 10 working days of returning it back, please contact us customer.service@secretsales.com or by telephone on +44 (0) 845 8739 522 (local rate) and we will investigate this further.

What cards can I pay with?

Customers purchasing from within the UK can pay with all debit and credit cards, including American Express. Secretsales.com also welcomes PayPal payments, although customers should note that orders made using PayPal can only be delivered to your PayPal billing address.

I live outside of the UK. What payment options are available to me?

Customers ordering outside of the UK may use their Visa debit or credit card (when validated by Verified by Visa) or their MasterCard debit or credit card (when validated by MasterCard SecureCode). International customers are also welcome to use PayPal.

Unfortunately we are unable to accept any alternative payment types from customers outside of the UK at this time. We are working to increase payment options for our international customers and we will update our website as soon as these become available.

Am I able to use PayPal at Secretsales.com?

We welcome payment via PayPal from customers both within the UK and internationally. Please note that orders made using PayPal can only be delivered to your PayPal billing address.

I've ordered an item from Secretsales.com but the money hasn't come out of my account yet. When will I be charged?

At the point of transaction, we 'cloud' the payment on your card and only clear the payment after the end of the sale. Your account balance will remain the same but your available funds will be minus the amount of your purchase until the sale has ended. It is only at this point that we release payment and the funds are deducted from your account.

Charges may take a couple of days to be visible in your bank account but should be reflected in your available balance.

My order arrived and it was damaged. Can I get a refund?

If you notice that your item is damaged when it is delivered then we recommend you refuse to accept the item from our delivery service. If you learn that an item is damaged or faulty after you have received it you will need to request a free returns label from our customer service representatives so you can return the item to us.

What is 3-D Secure?

3-D Secure provides an additional layer of security for online credit and debit transactions. Using Verified by Visa (VBV) and MasterCard SecureCode (MSC), these are the latest fraud prevention initiatives which aim to authenticate the cardholder’s identity at the time that the transaction is made.

Why has my card been declined?

There can be several reasons why your card has been refused. We advise that you contact you card issuer for further details.

Can I pay for my order over the phone?

We are an online private sales website and all orders and payments are taken online. We are unable to take orders and payments via telephone.

I'm worried about buying something online. Is it really safe?

Shopping at Secretsales.com couldn't be safer. We work with several online security management companies to ensure your identity and personal information is safeguarded throughout every shopping experience you have with us.

Ogone ensures your card information is processed securely and our GoDaddy verified SSL certification is your guarantee of unbeatable protection and confidentiality in an online environment. In addition, to protect your computer and personal information, Secretsales.com is subject to rigorous daily network security audits.

I added an item from a sale to my bag but it isn't there anymore.

Our sales are extremely popular and we want to give everyone a chance to get a great saving on a brand they love. For this reason, items will only be held in your bag for 20 minutes. You will receive a warning message that will give you a countdown to the item being automatically removed from your bag. This will ensure you have time to complete your purchase.