Frequently Asked Questions
Looking for answers to a question you may have? We have published below our top frequently asked questions from our customers which may help answer your query quicker.
What are the delivery charges for online orders?
We offer a range of delivery methods on our website. Click and Collect from our Adderbury store free of charge and our Standard UK Delivery shipping charge of £50.00. All of our online accessories come with free shipping. We do not ship internationally, which includes Ireland and the Isle of Wight/Man.
What payment methods are accepted online?
We accept PayPal payments which use the most popular Credit and Debit cards including Mastercard and Visa and we also offer a safe and secure Credit and Debit card payment engine powered by PayPal Pro that does not require a PayPal account but uses their card protection system.
How long will delivery take?
We aim to deliver all items within 14 working days from the date of order if selecting the Standard UK Delivery option. This excludes Saturday, Sunday and Bank Holidays.
How secure is the website? Is my data protected?
Yes, your personal information is kept safe and secure. We use the latest server protection firewalls and a valid SSL Certificate to ensure our customers can buy online safely. We never share your personal information with any unauthorised third party companies. For furniture ranges that are ordered direct from the manufacturer, we may pass your order details on to them for processing purposes and shipment only.
What exactly happens after ordering?
As soon as you have added an item to your cart, proceeded through the checkout process and confirmed your payment details, we will send you an automated email that informs you that your order has been received and is being processed. Your order will then be prepared for despatch from our Adderbury warehouse. In some instances, for example furniture ranges, shipment is carried out by the manufacturer direct once we receive your order.
How are my items packaged and shipped?
We do our upmost to provide the best second-hand packaging available to protect your items during transit. We aim to deliver the items to you as they were delivered to us, in like new or satisfactory condition.
What is your online refund policy?
You must notify us immediately at firstname.lastname@example.org for any return queries. If the item is damaged and you would like to return the product you must notify us within 24 hours by email or phone after you or a designated person takes delivery of the item. If it is confirmed as damaged, we will then arrange with you to collect the item from you at our cost. It must be in the same condition you received it in and include all original packaging to qualify for a full or partial refund. If the item is no longer required, you have 7 days to notify us via email or phone from the date you received/signed for the order. For any returned items that are not damaged, we will arrange collection from your address and the collection cost will be deducted from your total refund. If your order sits outside this timeframe you will not be eligible for a refund. Items returned must arrive in the same condition they were sent out in. Trade Secret retains the right to refuse a refund on any item not deemed to be re-saleable.
How often do you get new stock?
We get new stock weekly, sometimes daily, depending on the availability of overruns, returns and end-of-line pieces coming into the warehouse or showroom from our suppliers.
What brands do you stock?
Most of our stock is from John Lewis, Multiyork, BHS plus plenty others. Legally we are not allowed to promote all the high street brand names however most, if not all, of our furniture is from the six big name high street department stores in the UK.
What happens when I order something from a range?
We communicate directly with the manufacturer that produces furniture for all of our current ranges online. As soon as we get an order, we inform the manufacturer who will give us an idea of lead time for delivery to us or to a delivery address of your choice. Each item and each range do have different delivery lead times. We will inform all of our customers what these lead times are once you have placed your order with us.
When are your showrooms open?
Our showrooms in Adderbury and Cheshire have the same opening times all year round. We are open Monday-Friday 9am - 5pm, Saturday 10am - 5pm and Sunday 10am - 4pm. We close Christmas Day and Easter Sunday.
Are there refreshment facilities at your showroom?
No, we do not have an official refreshment canteen or cafe on site. However, to keep you warm in the winter months, we offer all of our customers a fresh mug of tea or coffee to keep the chill away.
Is the stock you carry in good condition?
All of our products are sold in the condition they arrived in. Most, if not all, of our items in stock are in a like new state of condition. The only reason we take delivery of them is because they are cancelled customer orders, end-of-line products or discontinued ranges. There may be some slight wear marks on several pieces, but if you are unsure, come in-store and have a look before you buy.
If I click and collect, can I choose which showroom to collect from?
Currently click and collect is only available for our Adderbury showroom.
Is there parking?
Yes, both our sites have free parking right outside the doors