FAQ

If you have a query, our FAQs should be able to point you in the right direction. If you're not able to find an answer to your query, please email us at info@byfluke.com
Please visit About us if you're looking for further information about the history of our company.
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Most Popular Questions

My order

Shopping at ByFluke.com

Deliveries

Returns

Am I able to exchange an item in my order?
The unique agreements we have with our suppliers enable us to order stock from them after the sale has closed, which is how we are able to offer you the highest saving from the normal retail price. This benefit however means that we are unable to order further stock from our supplier past the closing date of the sale as we only order enough to cover the sales that have been made.

Customers who order unsuitable items from Secretsales.com are entitled to return their goods within fourteen working days and a refund of your returned item(s) would be offered upon receipt. Please note that whilst your returned order is in transit it is still your responsibility, we therefore advise that you send items by recorded or registered delivery to insure the value of your goods.

The nature of our website does mean that we may get a popular item back in stock in future sales, so customers are recommended to sign up for our sale alerts to be notified if the corresponding brand is featured on Secretsales.com again.

Are there any items that can't be returned?
Yes, in line with standard retail practice the following types of product cannot be returned:

Goods tailored and produced solely for your specification
Perishable goods
Lingerie, hosiery and swimwear
Jewellery to fit piercings
Cosmetics and skincare
The above does not apply to faulty or incorrectly supplied goods, where your statutory rights are not affected.

Can I return an item that I've changed my mind about?
Our returns policy allows you to return any unsuitable item within fourteen days of receiving your order. Items must be returned in their original condition. A refund will be issued for the full value of your goods once we receive them. Please note we are only able to refund delivery or returns costs if they item in question is damaged or faulty. The 14 day restriction does not apply to faulty items.

Please note all manufacturers guarantees are in addition to your statutory rights.

I returned an order to you today. How do I get a refund?
Please return your items to us in their original state within fourteen days of delivery to your address. We will then send you an email to confirm your return has been processed.

Refunds will be made via the same payment method you used when you ordered the returned goods. Please note that refunded monies may take a few days to be visible in your account.

How will I get refunded if I paid by PayPal and returned my order?
We refund for returned items by the initial payment method you used when ordering; so if you used PayPal, we will refund you via PayPal. To arrange transfer from PayPal to your debit or credit card, please consult your PayPal account.

What is the address I should return my order to?
To ensure we receive the parcel securely - please address the returned items to:

BYFLUKE.COM LTD

OFFICE 7,
35-37 LUDGATE HILL,
LONDON,
EC4M 7JN,
NITED KINGDOM

I wish to return an item(s) but I have lost my dispatch note
If you loose your dispatch note please ensure that you enclose a note with your return stating your name, address and order number as well as the reason you are returning the item. We may not be able to process your return if this information is not available. You will be able to view your order details on the’ My Account’ page. Alternatively, you can contact our Customer Services team at info@byfluke.com.

Please ensure that your return is in accordance to our Returns Policy.

Do I need to pay for returns?
Currently we do not offer a pre-paid returns service. Please ensure that you follow the instructions on your dispatch note and send any items back using a recorded form of delivery. We also advise that you request a proof of postage certificate. Should you receive any item(s) which is damaged, faulty or incorrectly supplied, please contact us at info@byfluke.com.

The item(s) that I ordered is broken and may cause injury if I return them, what shall I do?
Our customer’s safety is our first priority and we would not expect you to handle any items that may cause injury. Should you receive an item which is damaged please contact our Customer Service team info@byfluke.com immediately.

We will require an image of the damaged item(s) and ask for you not to return it due to health and safety reasons.

Have you received my return?
As soon as your return has been received and checked by our warehouse it will then be processed. You will receive notification of your return by e-mail and you will receive an e-mail notification of any refunds made. We aim to process all returns as quickly as possible. Should you not receive any e-mail notification of your return within 10 working days of returning it back, please contact us info@byfluke.com and we will investigate this further.

Payments
What cards can I pay with?

Customers purchasing from within the UK can pay with all debit and credit cards, including American Express. ByFluke.com also welcomes PayPal payments, although customers should note that orders made using PayPal can only be delivered to your PayPal billing address.

I live outside of the UK. What payment options are available to me?
Customers ordering outside of the UK may use their Visa debit or credit card (when validated by Verified by Visa) or their MasterCarddebit or credit card (when validated by MasterCard SecureCode). International customers are also welcome to use PayPal.

Unfortunately we are unable to accept any alternative payment types from customers outside of the UK at this time. We are working to increase payment options for our international customers and we will update our website as soon as these become available.

Am I able to use PayPal at ByFluke.com?
We welcome payment via PayPal from customers both within the UK and internationally. Please note that orders made using PayPal can only be delivered to your PayPal billing address.

I've ordered an item from ByFluke.com but the money hasn't come out of my account yet. When will I be charged?
At the point of transaction, we 'cloud' the payment on your card and only clear the payment after the end of the sale. Your account balance will remain the same but your available funds will be minus the amount of your purchase until the sale has ended. It is only at this point that we release payment and the funds are deducted from your account.

Charges may take a couple of days to be visible in your bank account but should be reflected in your available balance.

My order arrived and it was damaged. 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 you will need to request a free returns label from our customer service representatives so you can return the item to us.

What is 3-D Secure?
3-D Secure provides an additional layer of security for online credit and debit transactions. Using Verified by Visa (VBV) and MasterCard SecureCode (MSC), these are the latest fraud prevention initiatives which aim to authenticate the cardholder’s identity at the time that the transaction is made.

Why has my card been declined?
There can be several reasons why your card has been refused. We advise that you contact you card issuer for further details.

Can I pay for my order over the phone?
We are an online private sales website and all orders and payments are taken online. We are unable to take orders and payments via telephone.

Technical support
I'm worried about buying something online. Is it really safe?

Shopping at ByFluke.com couldn't be safer. We have invested in several online security management companies to ensure your identity and personal information is safeguarded throughout every shopping experience you have with us.

Ogone ensures your card information is processed securely; VeriSign Secured is the most trusted provider of SSL certification and this is your guarantee of unbeatable protection and confidentiality in an online environment.

To protect your computer and personal information, ByFluke.com is subject to rigorous daily network security audits by McAfee Secure. In addition, ByFluke.com displays the Internet Shopping is Safe and Internet Delivery is Safe logos that tell you we are a fully compliant and accredited e-retailer.

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.