Secret Sales is an online discount retailer of luxury brand products with headquarters in Notting Hill. It partners with more than 1,600 brands to offer flash sale items to their members. You have to sign up to view the deals on the website. Secret Sales advertises unmissable bargains for fans of designer brands with smaller budgets. As Secret Sales is an intermediary, there is some confusion about how returns work. Read this guide for information.
Secret Sales Returns Policy
Secret Sales deliveries can take 3-10 days to arrive, but they will notify you about dispatching your order. If you decide that you do not want to keep an item, then you will have 14 days to return it to Secret Sales. Return items must be clean and unused with their original packaging and tags. Secret Sales can refuse to accept returns if the item does not meet these conditions. There are some items that you can’t return to Secret Sales at all, which are:
- personalised or tailored items
- perishable items (such as food or flowers)
- CDs, DVDs, or software with broken seals
- underwear (except bras)
- piercing jewellery
- cosmetics and skincare (if opened)
Secret Sales Free Returns
Unfortunately, Secret Sales returns are not free. They do not provide free returns labels with your order. Nor do they have a Freepost address to send returns to. This means that you must pay for the postage method yourself if you want to send something back. It is important to keep your receipt as proof of postage. If you choose a trackable method, then you can also determine when Secret Sales receives your return. Before you can send a return, you must request a returns authorisation number through your Secret Sales account. Write this number on the outside of the package as well as on the dispatch note inside the parcel. If they receive it beyond the 14-day returns period, then Secret Sales will simply send it back to you again. Contact the customer services team to arrange a return if it is a “two-man delivery” item. You will have to pay for this service yourself as well, which could be quite expensive.
Secret Sales Exchanges
Secret Sales does not offer exchanges. This is because they place orders with their suppliers after receiving orders from their customers. It is not possible for them to supply a different size or colour unless you place a separate order and return the other item at your own expense. The same applies if you want to amend an order. You cannot change an order once you have already placed it. You can contact Secret Sales to find out if the other items are still available before you return the unwanted versions. In some cases, they may be able to organise an exchange, but it will depend on the stock and circumstances. It is most likely that exchanges won’t be available, but you can ask.
Secret Sales Faulty Items
The only time when you may be able to get a free return or an exchange with Secret Sales is if there is a problem with your order. You should take photographs of any faults or incorrect items. Contact Secret Sales and send this evidence with the details of your order. Secret Sales may ask you to return the items to them for inspection. They may provide a free returns label as a goodwill gesture or offer to reimburse you for the postage costs. They will either attempt to repair the item or provide a replacement. If neither is possible, then they should issue a refund. You should be able to contact Secret Sales to report a manufacturing fault if it develops within 6 months of you purchasing the product. You should be able to get a refund (or replacement if the product is still available to buy).
Secret Sales Refunds
You should receive an e-mail from Secret Sales when they accept your return. This means that your refund is now processing. You should get the money back within 3 – 5 working days after this. It will go back onto the payment method that you used to make the original purchase. If there is a problem with that payment method (e.g. expired debit card, lost gift card) then contact Secret Sales. In some cases, Secret Sales may offer refunds in the form of credit for their online store. You can specify if you do not want this. You can also challenge your right to a refund if Secret Sales claim that you’re violating their terms and conditions. This is why you must keep the postage receipt.