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 firstname.lastname@example.org or on +44 (0) 345 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 email@example.com or on +44 (0) 345 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. Orders placed for delivery to non-UK addresses will take approximately 7 to 10 days longer than our standard estimated delivery times.
If you have placed an order from two or more different sales within the one check out, 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.
Delivery costs will vary for international orders. You can view our average shipping costs for non-UK delivery addresses by clicking here
Do SECRETSALES.com deliver outside of the UK?
We can deliver to most European countries. A full list of countries we deliver to can be found here. Unfortunately we can’t deliver ‘Homeware’ items outside of the UK and further restrictions may apply to larger or fragile items.
Will I have to pay extra taxes and charges on my order if it’s delivered to an international address?
No, all duty charges and taxes are applied to the total delivery cost quoted at the checkout when you make your purchase.
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 firstname.lastname@example.org or by telephone on +44 (0) 345 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 email@example.com or telephone on +44 (0) 345 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 firstname.lastname@example.org or telephone on +44 (0) 345 8739 522 (local rate)
If you think you might want to return any of the items you've ordered you can add a Collect+ label to your order. It only costs £3.95 and lets you drop off your returns at any Collect+ drop-off point. We will email you your Collect+ label after you have made your purchase.
If you wish to return any items simply print out your label, attach it to your parcel and drop it off at a Collect+ drop-off, saving you time and money.
Please note, you’ll only be able to view your Collect+ returns label once your payment has cleared.
Find your local Collect+ point
Track your Collect+ order
Please note, the Collect+ service does not operate in the Republic of Ireland, Isle of Man, Shetland, Orkney or Channel Islands or other European countries. And it is only suitable for items weighing under 10kg with a maximum packaging dimension of 50cm x 30cm x 30cm. And don’t forget, Collect+ payment does not contribute towards Loyalty points but we will happily refund the cost of Collect+ plus if the item or your order are cancelled for any reason.
Hermes ParcelShop is a service that delivers your orders to a ParcelShop store of your choice. This service
allows you to pick up parcels at a time and place that is convenient for you, 7 days a week from 7am – 10pm.
Please note this may vary depending on your chosen local ParcelShop.
Not all products are available on this service, therefore you will not be able to select the ParcelShop delivery
option at checkout on those products. The following exclusions apply:
- UK mainland customers only
- Items that weigh over 15kg
- Items with a measurement longer than 1.2m
- Goods dispatched directly from our vendors
- Only orders paid for by cards (debit and credit) are eligible to use ParcelShop
How to use Hermes ParcelShop
- Place your order online. As part of the checkout process you will be offered the choice of delivery options
(if the product(s) you have selected is available through Hermes Parcelshop). Enter your postcode for a
choice of nearby shops that offer this service for delivery of your order.
- Goods delivered to the chosen ParcelShop are typically within 48 working hours after your order has been
- You will be notified by SMS when your order is ready for collection. Please note you will need to collect
the parcel within 6 calendar days of receiving this SMS. A final reminder is sent via SMS 2 days before the
parcel is due to be collected.
- Please present one of the following forms of ID when collecting your order along with your order confirmation:
- Foreign ID Card
- UK Biometric Card
- UK Driving License
IMPORTANT: Please collect your order within 6 calendar days of receiving your notification. After
this time your order will be returned to our warehouse and we will refund your purchase.