We will be more than happy to offer a refund or exchange at any time during the 35 days from the day the product was delivered to you provided that the product complies with our Returns Terms and Conditions and is in its original packaging, in pristine condition and all product labels/hygiene tags are still attached and have not been removed.
It’s important to fully complete all returns paperwork that you will have received via email when placing the order.
Unfortunately, if you change your mind, you cannot return:
· opened or used cosmetic products, pierced earrings and other pierced body jewellery or any other applicable products, due to health and hygiene reasons;
· underwear/lingerie, hosiery and swimwear where the hygiene strips or garment tags have been removed and/or if the item is soiled, due to health and hygiene reasons (such items should be tried on over underwear to ensure compliance with this provision);
· products personalised for you or made to order, due to the bespoke nature of these products;
· fragrances once their original packages have been opened; or
· products which no longer have their garment tags and care labels attached and/or are not in their original re-saleable condition.
If you return an unwanted product or cancel because you’ve changed your mind in accordance with this policy, Truly will refund the price of your purchase together with any applicable standard delivery charges (but not any enhanced or premium delivery charges that you may have selected).
You must ensure that you return the product within the 35 day returns window stated above. once your return has been verified and accepted by Truly you will receive your refund within 14 days of Truly receiving the product back from you, or your cancellation notice (if you cancelled prior to receiving an order confirmation email).
Please find our full terms and conditions here.