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 is free of charge and our Standard UK Delivery shipping charge is £50.00. Charges for accessories and smaller furniture items vary. 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. If selecting the Click and Collect option then your item(s) are available for immediate collection from our Adderbury warehouse.

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?

Damaged or incorrectly supplied

If the item is damaged or incorrectly supplied and you would like to return the goods you must notify us as soon as possible. Damaged or defective goods must be notified to us within 30 days of you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods. You can notify us by phone (01295 810 110), in writing (to Trade Secret, Unit 6 Twyford Mill, Adderbury, Oxfordshire OX17 3SX) or by sending an email to info@trade-secret.co.uk. Please include as much detail as possible, including any photos, if required, to support your return enquiry. If it is confirmed as damaged or incorrectly supplied, we will then arrange with you to collect the goods 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. Once you have contacted us, we will get in touch with our courier to arrange collection and they will notify you of a proposed collection date shortly after.

Right to cancel

You have the right to cancel your sales contract within 14 days without giving any reason. The cancellation period will expire 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. To exercise the right to cancel you must inform us (Trade Secret, Unit 6 Twyford Mill, Adderbury Oxfordshire OX17 3SX) of your decision to cancel the sales contract by a clear statement (e.g. by phoning us on 01295 810110 or sending an email to info@trade-secret.co.uk). To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

 
Items returned must arrive in the same condition they were sent out in. For more information and to view our full online refunds/returns policy please visit our Shipping and Online Returns page.

What is your in store returns policy?

Damaged goods

We buy in cancelled orders and returned items. It is the customer’s responsibility to check an item for any damage or defect before purchasing and to bring this to the attention of our sales staff. We do not accept returns of items where damage is known at point of sale. If the item is damaged during delivery and you would like to return the product you must notify us within 30 days of you, or a third party other than the carrier and indicated by you, acquires physical possession of the goods. You can notify us by phone (01295 810 110), in writing (to Trade Secret, Unit 6 Twyford Mill, Adderbury, Oxfordshire OX17 3SX) or by sending an email to info@trade-secret.co.uk. 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. Once you have contacted us, we will get in touch with our courier to arrange collection and they will notify you of a proposed collection date shortly after.

Unwanted goods

You don’t have a legal right to a refund or replacement just because you change your mind. Our policy for unwanted goods purchased in-store is described below.

If the goods are no longer required and you wish to return or exchange them, you can notify us within 14 days of purchase. You can notify us by phone (01295 810 110), in writing (to Trade Secret, Unit 6 Twyford Mill, Adderbury, Oxfordshire OX17 3SX) or by sending an email to info@trade-secret.co.uk.

  • A credit note will be issued for the value of any item accepted for return. Refunds will not be issued for unwanted goods.
  • Goods returned must arrive in the same condition they were sent out in with any original packaging.

Trade Secret retains the right to refuse a credit or exchange on any item. Credit notes are valid for 6 months from the date of issue and are valid in Trade Secret stores only.

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?

We work closely with several famous, high street and dot com brands including John Lewis, however we're not contractually allowed to publicly name or advertise the names of many of these stores. Please get in touch or ask in store if you'd like to know more, but rest assured that almost all of our stock comes from a selection of big name brands or direct from their manufacturers!

What happens when I order something from a range?

We communicate directly with the manufacturer that produces furniture for all of our 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 will 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?

All of our showrooms 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 and Bank Holiday hours may vary.

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 and are cancelled customer orders, end-of-line products or discontinued ranges. There may be some slight wear marks on certain pieces, but we try to detail this whenever possible. If you are still 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. We may sometimes be able to arrange collection from another showroom but please get in touch to allow us to confirm this.

Is there parking?

Yes our sites all have free parking right outside the doors.

Am I able to bring my dogs?

Sorry, but due to the fact that we are a retail premises we are unfortunately not insured to have dogs inside the building. Due to the fact that our Cheshire Warehouse is located on a working farm, there are strict biosecurity restrictions that we must adhere to and any dogs must be kept inside cars AT ALL TIMES. These restrictions, of course, do not apply to assistance/guide dogs.