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Frequently Asked Questions

Go on, don’t be shy. Scroll down if there’s anything you wish to know. If you can’t find the answer you’re looking for, get in touch.

To know more about our company, please check the About Us page.

How does this all work?

SECRETSALES is a members-only club offering from 30-70% off (and more) on some of the best labels in the world - from luxury, fashion and beauty to homeware and electronics.

We launch new sales every day at 7am and 5pm, and we keep you updated daily so you won’t miss out. You can change your email frequency on your account details, or sign up for specific reminders on the bottom of our Homepage under Coming Soon.

What are the different ways to shop at SECRETSALES?

  • Flash Sales are shown all over our Homepage. They run from 1 day to 1 week, featuring designer brands. All items come to our warehouse first, before being dispatched to you. They are delivered within 10 days, after each sale ends.
  • The Outlet displays a limited stock of selected items in our warehouse. From fashion and cosmetics to homeware and electronics. They usually arrive within the week, from 3 to 5 days.
  • The Marketplace offers more variety and you can buy directly from our partners at a SECRETSALES price. Depending on the brand, you can have from 1 to 10 days’ delivery from the moment you’ve placed your order. You’ll be able to identify these products by looking for this icon.

It all sounds amazing, what’s the flip side?

We’re not gonna lie: there are two flips here, but they’re totally worth it.

First, we’re not the fastest shoe on the shelf. If you want an item by tomorrow, it probably won’t happen. Time is currency when it comes to buy luxury at these prices. The second is that everything happens quite fast on our website. Some items are gone in minutes. So if you want to grab a steal make sure you’re quick on your feet. (Or on your fingers… Unless you click with your toes, which is amazing.)

How come SECRETSALES prices are so low?

When brands need to make way for new collections, they need to move stock quickly. That's where we come in to negotiate the best possible prices. In addition, we don’t have much stock at our warehouse – that keeps our costs down, so our prices can be even lower.

As pioneers, we’ve worked with over 1600 brands all over the world and we’ve grown to be a leading online sales destination in the UK. That translates into an exceptional negotiating power to offer exceptional promotions. Every day.

How can I earn SECRETSALES e-vouchers?

There are two ways you can earn e-vouchers to convert into shopping, shopping, shopping:

  • By gathering loyalty points: Per each £1 you spend with us we'll give you 1 points. As soon as you reach 500 points, you'll automatically get a £5 voucher on your account.
  • By inviting friends. As soon as we dispatch their first order over £60, you’ll receive a £10 voucher. In fact, you will both get one.

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) 345 8739 522 (local rate) .

What is Collect+?

It is a return label that you can add to your order at checkout for £3.95, in case you’re getting something that you think you may have to return. This is the most convenient way to do it if you are in Mainland UK. To know exactly how it works check our Returns page, under Collect+.

How can I get a Collect+ label?

There are two ways you can get a Collect+ label to return an item:

  • If you're making a purchase with SECRETSALES, click on the Collect+ option at checkout.
  • If you want a label for a parcel you've already received, visit the Collect+ website, select the retailer on the Homepage and purchase directly from them.

To know how to return items using this service, check our Returns page, under Collect+.

Where can I see my orders?

Log in to your account to check all your current and past orders and track their progress. There you can also manage your personal details, check your vouchers and give your feedback at any time.

How do I track my order?

Log in to your account and click on the ‘Orders’ tab. You’ll find all your current orders, status and estimated dispatch dates. The tracking information will be available 24 hours after you’ve been notified that your order has been shipped. You will also receive email updates with estimated delivery dates.

Can I amend an item on my order?

You can only amend sizes for Flash Sale or Outlet items until the order is placed with our supplier. After that stage, you can only place an order for the item you want and contact us straight away to cancel the unwanted article.

To amend an item from the Marketplace, you will have to contact the seller directly. All their information will be on your Orders page.

Why have I received multiple order numbers and emails when I've paid for all my items together?

Shopping from our Outlet, Flash Sales or Marketplace will have different delivery dates, as those sales finish at different times. So, if your items are purchased from different types of sales, we will split your order into different parcels to send you each item as soon as possible. That’s why we also send separate emails to confirm the status on each one. But don’t worry, there will be only one payment taken from your account.

All information about your orders will be under the ‘Orders’ tab on your Account.

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

You can only change your details on your ‘Billing and Delivery’ tab before placing an order.

For an active order for Flash Sales or Outlet, we can only change it as long as it is in a ‘confirmed status’. So check your item's journey first on your Account.

Please note that we can only apply to Flash Sales or Outlet purchases. For any changes to Marketplace items, please contact our partner directly through your Orders page.

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) 345 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) 345 8739 522 (local rate) .

My order has been dispatched, what does this mean?

It means it’s on its way to you. So, either we have picked and packed your items at our warehouse and sent it to your delivery address (Flash Sales and Outlet items), or one of our partners has already expedited the package directly to you (Marketplace items).

As soon as your order has been dispatched, you receive an email with the tracking link and the estimated delivery date - usually within 24 hours. And you will also be able to see the delivery status in your Orders page.

My Order has arrived but there are items missing

First, check your dispatch note or the order details on your Account. Sometimes larger orders or items from different types of sale may be split into separate parcels. If after 72 hours the additional package has not arrived, get in touch so we can find out what's going on.

If the missing item was purchased the Marketplace, please contact the seller directly - all their info will be in your package and your Orders page.

How do I find out when a Flash Sale is starting?

We send you emails every morning, to let you know what’s new. With up to 15 new sales every day, at 7am and 5pm, it is the best way to keep you in the loop. Keep in mind that Flash Sales items fly out quickly (and ‘quickly’ means 1 item sold every 15 seconds). So make sure you get in early and check in every so often to grab the best deals. All active and upcoming sales are on our Homepage.

How do I know what sales are coming next?

You can take a sneak peek at the bottom of our Homepage, under 'Coming Soon'. If you want to make sure you grab your favourites, sign up for specific reminders under each brand and we will send you an email to make sure you don't miss out.

I've added an item to My Bag, but it disappeared. What happened?

Our products sell out so quickly that we want to make sure that everyone has an equal chance to buy. So, any item you choose from Flash Sales only remains for 20 minutes in your bag. When your time is about to run out, a message will pop up on your screen to give you a chance to purchase. If you're lucky, it will be automatically re-added to your bag if it is still available, but we can't guarantee that someone else won't snap it up in the meantime.

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

No, that's the pain of "sold out". The silver lining is that every so often an item featured in our Flash Sales may appear later in the Outlet, if we find an opportunity to get extra stock. To avoid missing out, check our daily alerts and take a peek at your favourite brands on our Outlet and Marketplace.

You can also sign up for specific alerts for sales Coming Soon, at the bottom of our Homepage.

Why are some items marked as ‘in another bag’?

This means you should keep an eye on it. Whenever an item is marked as 'in another bag', it means that someone is holding the very last one. If by the end of 20 minutes they haven't purchased it, it will become available again until someone else grabs it. (Hopefully you.)

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

You have 20 minutes from the moment you select your items to complete your purchase. Otherwise, these may be removed and made available to other customers. When you're ready to buy:

  • Click on the Bag icon at the top right of the page;
  • Select whether you want to add the 'Collect+' option;
  • Choose your payment method, and insert any e-vouchers or promo codes you have;
  • Click on 'Check Out Now' and add your payment and delivery details. (You can save this information for the following purchases.)

Once your order has been placed, you will receive a confirmation email and you can also track your orders on your Account.

My friend would like to join SECRETSALES.com too. Can I send an invite?

You can, and you must! Click on 'Invite a Friend', and choose how you want to share the secret. As soon as we dispatch their first order over £60, you’ll receive a £10 voucher. In fact, you both will.

SECRETSALES e-vouchers are valid for 30 days, for Flash Sales and Outlet purchases. You can gather as many as you can, it only depends on how many friends you get to shop with us.

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

Look who’s got lucky! An e-voucher gives you an extra price cut at checkout, on Flash Sales and Outlet purchases - except for products with such insane prices, that we’d literally be paying you to get. (Don’t worry, we’ll tell you on the product description whenever they won’t apply). You can pay with as many vouchers as you want, but you cannot mix them with discount codes or other promotions. To spend them, select ‘pay by vouchers’ at checkout, and voilà!

You can keep track of your e-vouchers’ expiry dates on your Account, and we will also send you reminders so you won't miss out.

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

You can use as many e-vouchers as you wish on Outlet and Flash Sales purchases; however, discount codes must be used independently and cannot be combined. E-vouchers and discount codes are not applicable to Marketplace items.

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

Oh darn! Usually, your account is updated as soon as you’re notified of your e-voucher. If it’s not displaying the new e-voucher after 24 hours, or if you’re desperate to make a purchase, get in touch and we’ll sort it out for you.

How can I change my personal details?

Log in to your Account, and select 'Manage Details' to edit your personal details, password or manage your emails. If you want to change card details, billing or delivery address, select click on 'Billing and Delivery' tab.

How do I cancel my membership?

There’s no need for a cancellation, since it is not a paid membership. If you think you won’t be shopping for a while, just let it be as it is.

You can unsubscribe from our emails by managing your account details and whenever you change your mind, just come back. We’ll be all here for you - as always.

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 Check out. 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 check out 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 Check out 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) 345 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.

How long do orders take to arrive?

Each type of sale has different dispatch processes and different delivery dates. The timings are usually as below. However, check our Deliveries page to know how it all works.

  • Outlet: 3 to 5 business days, once your order is confirmed
  • Flash Sales: Up to 10 business days, once the sale ends
  • Marketplace: From next-day to 10 business days, depending on the seller

Can I pick up my parcels, instead?

Sure. SECRETSALES has partnered with Hermes ParcelShop to allow you to pick up your parcel at any store you choose, any day of the week. To pick up your package at a ParcelShop store:

  • Click on the Bag icon at the top right of the page;
  • Select whether you want to add the 'Collect+' option.
  • Choose your payment method, and insert any e-vouchers or promo codes you have.
  • Click on 'Check Out Now' and select the ‘Deliver to a Shop Near You’ option.
  • Insert your postcode, select the store you prefer and complete the transaction.

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

Whenever there is a delay, we let you know the new estimated delivery date straight away. If your package hasn’t arrived 48h after the latest predicted time, get in touch so we can check out what is going on. For any item purchased from the Marketplace, check the seller information on your Orders page and contact them directly.

Please note that if you’ve ordered from outside the UK, the delivery will take approximately 7 to 10 days longer than our standard times. Visit our Deliveries page to know how it all works.

My order has been delayed, and it won't be suitable anymore. What can I do?

We do our best to deliver as quickly as we can, and if there is any delay we inform you straight away.

However, if a parcel from our Outlet or Flash Sales is taking longer than predicted, get in touch so we can check on it.

If the new date is no longer suitable for you, just send an email to cancelmyorder@secretsales.com and we will cancel your order and process your refund immediately. For any item purchased from the Marketplace, contact the seller directly. All their information will be on your Orders page.

Why are delivery charges different, sometimes?

Delivery charges vary depending on the product’s size, brand, type of sale. If, for example, you purchase one item for £500 or more from Flash Sales or Outlet, the delivery charge will be of £9.95 due to the high cost of fulfilling this product; but you won’t have extra costs by ordering additional items from the same sale. On the other hand, if you purchased from our Marketplace, the delivery charges will vary depending on each seller’s direct charges.

To find out more about delivery costs visit our Deliveries page.

What courier services does SECRETSALES use?

We do our best to keep costs down to give you the best possible deals. So, instead of running in-house courier operations, we partnered with reliable third party services to distribute Flash Sales and Outlet items for us. For deliveries within the UK we use Hermes courier services, and for international deliveries, we work with DPD. You can know all about our courier services on our deliveries page.

The distribution of any items purchased from the Marketplace is the responsibility of each seller, who has its own services or partnerships. In this case, you can check their individual information in your account.

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.

Does SECRETSALES deliver outside the UK?

We deliver to the UK, Isle of Man and Ireland. However, to ensure that our products reach you in perfect condition, we don't deliver any Homeware products overseas, and restrictions may apply to large or fragile items.

Will I have to pay extra taxes/charges if my order is delivered to an international address?

No. All duty charges and taxes are applied to the total delivery cost quoted at the checkout when you purchase from our Outlet or Flash Sales. However, Restrictions may apply to items purchased directly from the Marketplace, as they are dispatched directly by the seller(s).

My delivery arrived damaged. Now what?

Oh blimey! That’s not okay. If you notice something is wrong upon arrival, you can refuse to accept the item from the delivery service and contact us straight away. If you realise that the item is damaged after you open the pack, complete this form, attach pictures to your description and ask for a free returns label. We will, of course, process your refund immediately.

If the damaged item was purchased from Marketplace, you’d need to contact the seller directly. You’ll find all their details inside the pack, along with the return policy. We can’t accept partner’s returns or process their refunds, but we will definitely keep note so it won’t happen again.

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

The courier will leave a calling card to let you know that a delivery has been attempted.

On orders fulfilled and dispatched by SECRETSALES, the courier will try to deliver on the next business day. If you’re still not there, the parcel may be left with a neighbour or in a secure location. Either way, any information or instructions will be on the calling card they provide.

How come my tracking status has not been updated?

Hermes couriers do not operate over the weekend; this depends on the local carrier’s personal delivery schedule. If you haven’t yet received a calling card 72h after the estimated date, call us on +44 (0) 345 8739 522 or send us an email to deliveries@secretsales.com so we can check out what is going on.

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

Unfortunately, we are not offering any delivery services to BFPO addresses at the moment.

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

That’s a tricky one, but we’ll try our best. The only time we contact directly our Hermes couriers is right after the initial dispatch of your parcel. So, as soon as you get your dispatch confirmation email, call us on +44 (0) 345 8739 522 so we can pass on any instructions.

We can only help with items bought on our Outlet or Flash Sales. If your item was purchased from our Marketplace, please contact the seller directly. If you wish to change any details for future deliveries, click on the ‘Billing and Delivery’ tab on your account.

Do I need to sign for my order?

Unless it is a large or an expensive item, a signature won’t be required for our Outlet or Flash Sales items. So, if you’re out, Hermes couriers may leave your parcel with a neighbour or in a secure location to avoid missed deliveries. In that case, they will leave a calling card in your mailbox with any information or instructions. Please note that this may vary if you’ve purchased directly from our partners through our Marketplace.

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

First, check with your neighbours or anyone at your house if they have been given a pack for you. If you are out by the time of delivery, our Hermes courier may try the next day or leave your parcel next door or in a secure location. Either way, you will receive a calling card with instructions.

If the parcel is nowhere to be found, send us an email to deliveries@secretsales.com  or call us on +44 (0) 345 8739 522. Remember that any parcels you’ve ordered from Marketplace will be dispatched directly from the seller, in which case you should contact them directly.

Something isn’t quite right? Please tell us:

How do I return an item to SECRETSALES?

To know how you can return an item please check our Returns page.

Please note that you must send back the item within 14 days, and that we can only accept orders that you’ve purchased from Outlet and Flash Sales. If you’ve purchased from Marketplace, the package should be sent back to the seller.

What happens after I return an item?

We will send you an email as soon as we have verified the item at our warehouse. Assuming that that everything complies with our Returns guidelines, we will issue your refund immediately. If not, the package will be sent back to your address. Refunds will be processed within 30 days by the same method you used to originally purchase your order.

Can I return any item?

Unless they were damaged upon delivery, some products are not returnable. To see this list of items, guidelines and steps check our Returns page.

Collect+ Returns

If you’re buying something that you’re not quite sure about (a size that might be a little too tight, or a colour that may not be quite right), just add a Collect+ label to your order at checkout. This way, if you’re a little unsure, you can order more than one of something to keep your options open, and easily return the one you don’t want.

Once your payment has cleared, we’ll send you a Collect+ label that you’ll only have to print, attach to your pack and drop off at any Collect+ point. It’s quicker, cheaper (£3.95) and – most importantly – you won’t have to stand at the post office forever. Collect+ covers all of mainland UK, and it is suitable for packs up to 10kg, measuring 50cm x 30cm x 30cm.

Please note: your Collect+ label can only be used within 14 days of receipt of goods.

How to return an item using Collect+

  • Pack up your parcel securely, ideally using the original packaging;
  • Include your delivery note with the reason you are returning the item;
  • Print out your Collect+ label, write your RAN number on it and attach it to your parcel;
  • Drop it off at a Collect+ point and keep your proof of return

To create a ‘Returns Authorisation Number’ (RAN) click on ‘Create a Return’ button above and follow the instructions. You will see this number on your screen and also receive it in your email.

Find the nearest Collect+ point

Track your Collect+ order

Can I exchange any item?

Everything on our site happens really quickly and with a very exclusive nature. On the one hand, our Flash Sales last for a couple of days, on the other, we don’t hold big stock of our Outlet items.

So, unless you’re very lucky, or incredibly fast, it is unlikely to be able to make exchanges.

If you're torn between two items - sizes, shapes or colours - you can order both, decide at home and return the one you don’t want. We will issue your refund, no questions asked.

To exchange Marketplace items, you’d have to contact the seller directly through the details on your account, as it will all depend on their stock.

What is the difference between faulty and damaged items?

Items are considered faulty if something is wrong due to a manufacturing defect - not misuse. Damaged goods, on the other hand, are flawed or broken by the time you get them.

Please note that an item broken due to wear and tear is not considered faulty or damaged, and you won’t be entitled to report it. To know what to do if you receive an item that is not perfect, please check our Returns page.

How are we doing?

You know us. We’re the anti-boring, you-know-you-want-it, treat-your-self kind of friend. We love to share some good old excitement and, genuinely, make you happy with every sale. So we want to be your ‘one and only’, with whom you have the most fun, and the best shopping experience.

This said, what you think is really important for us. How can we make you happier, how can we improve, and yes, what do you love the most about us. Drop us a line - or three - to feedback@secretsales.com. We will love to hear from you!

What cards can I use to pay for my SECRETSALES shopping in the UK?

You can pay with any debit and credit card. These payments will be deducted within four business days of your order being accepted. If you choose to use PayPal, keep in mind that your parcels can only be delivered to your PayPal billing address, and the payment is taken immediately.

What cards can I use to pay for my SECRETSALES shopping outside the UK?

You can pay for any Outlet and Flash Sales items with Visa debit or credit cards (when verified by Visa) or MasterCard debit and credit cards (when validated by MasterCard SecureCode). You are also welcome to use PayPal if you prefer.

Some of our selected partners may not accept international orders, in which case you should select items from our Flash Sales or Outlet. We are working towards increasing payment options for our international customers, and we will let you know as soon they become available.

What is 3-D Secure?

3-D Secure is an additional security measure for online credit and debit transactions, to protect you from any fraud attempts. (Verified by Visa (VBV); or MasterCard SecureCode (MSC) will probably ring a bell.)

This only requires a pin each time you make a transaction, to make sure it is not someone else using your card. It is quite easy to set up once you get to the checkout, and you only need to do it once.

Why has my card been declined?

It can happen for many reasons: you may have inserted info that doesn’t match records; your card may have expired, or you’re trying to make an international payment. In any case, contact your bank for further details. Don’t worry, we have dozens of new sales coming up every day!

Can I pay for my order over the phone?

As much as we’d love that, we are unable to take any orders or payments via telephone. As we are an online private sales website, all payments our must be taken online.

Is it really safe to buy online?

SECRETSALES has partnered with online security management companies to ensure that your identity and personal details are safeguarded. That is why over millions of members trust to shop with us.

While Ingenico ensures that your card information is processed securely, our GoDaddy verified SSL certification uses industry-leading encryption to guarantee unbeatable online protection and confidentiality. And to top it up, SECRETSALES makes rigorous network security audits periodically to protect your computer and personal information.

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.