Change of mind
We will be more than happy to offer a refund or exchange at any time during the 14 days from the day after the date on which the products were delivered (if your order was delivered to you in multiple batches, then this timeframe starts on the day after the last product in your order was delivered to you) provided that the items are in their original packaging, in pristine conditional product labels are still attached and have not been removed; and all hygiene seals 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 the following for refund or exchange:
- 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 has been soiled, due to health and hygiene reasons.
- 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 are no longer in a re-saleable state/condition.
If you cancel because you’ve changed your mind, we will refund the price of your purchase together with any applicable standard delivery charges.
Once your return has been received, processed and accepted by us, you will receive a confirmation email and we will endeavour to refund your original payment method within 5 working days.
Please see “Steps to Return” an item section below.
If you have chosen the option to exchange, our customer service team can provide you with your new tracking details so please get in touch via Live Chat on the Website.
Any returns or exchanges that do not comply with our Terms and Conditions of Sale will not be accepted and will be sent back to your original delivery address. To help you to ensure that your return reaches us, it’s recommended that you use a tracked or registered delivery service.
Damaged or Faulty Product
We do everything we can to ensure products reach you in a pristine condition. We would be very upset if you received a damaged/faulty item, however appreciate this might happen. If it does please contact our customer service team by emailing help@truly.co.uk option for advice on how to action your return.
If you have identified a fault within 30 days of delivery of your purchase you have a right to a refund or an exchange provided that you inform us within thirty 30 days after the date of the delivery to you. Subject to the defect/fault being verified by us, we will refund you the price of the defective/faulty product along with the delivery charges you paid.
If a fault develops outside of the 30 days of your purchase, but less than six months after delivery, we can discuss the fault with you and agree the best way forward. Our Customer Service Team will handle this for you and you can contact them at either help@truly.co.uk or via Live Chat.
Please see “Steps to Return” an item section below.
Once your return has been received, processed and accepted by us as being damaged/faulty, you will receive a confirmation email and we will endeavour to refund your original payment method within 5 working days.
If you have chosen the option to exchange, our customer service team can provide you with your new tracking details so please get in touch with us using live chat or emailing help@truly.co.uk.
Any returns or exchanges that do not comply with our Terms and Conditions of Sale will not be accepted and will be sent back to your original delivery address.
What about exchanges?
You can request an exchange for a different colour or size for one or multiple items in your order in accordance with our Terms and Conditions of Sale within 14 days from the day after you received your order. Please fill in the delivery note that you received via email making sure you confirm that you would like an exchange and the size and / or colour of your replacement item, along with the reason code
It is really important you fill out these details and place the completed delivery note in your parcel as we cannot complete your exchange without them.
Please click on the following link to create your Royal Mail Returns label: https://www.royalmail.com/track-my-return/pick-a-retailer
Steps to return an item?
We believe in complimentary returns (excluding international deliveries), so please follow the steps below to ensure a smooth returns process:-
When you placed the order you will have received a returns form to complete via email. Please ensure you print place this delivery note in your parcel as without it, we can’t take care of your return. If you are unable to print the delivery note please contact us via Customer Services and we can assist. Head over to the Royal Mail website and generate a returns label, stick it to your parcel or use the Royal Mail QR code; and drop off the parcel at your nearest Post Office, making sure to obtain a proof of postage and keep your receipt until we have processed your return.
Please note that if choosing international delivery, free returns do not apply, and you will be responsible for arranging the return and covering the costs.
If your returns package exceeds the following weights or dimensions, please contact our customer service team by emailing help@truly.co.uk for advice
Max Weight (Returns)Max box size (cm)20kg61x46x46
I’ve lost my delivery / returns note. Help!
Don’t Panic – we’ve got you covered! Click on the following link to create your Royal Mail Returns label. https://www.royalmail.com/track-my-return/pick-a-retailer
Follow each step carefully ensuring you complete all sections, including confirming whether you would like a refund or an exchange.
Please then print this label off or show your QR code sent to you by royal mail at the post office and then securely attach it to the front of your parcel. Drop off the parcel at your nearest Post Office, making sure to obtain a proof of postage and keep your receipt until we have processed your return.
Have you received my returned items?
It usually takes are 2 – 3 working days (excluding weekends, bank holidays, and remote postcodes) for your parcel to be delivered back to our warehouse.
Once your return has reached us any refund will be issued to your original payment method within 5 days.
All returns (excluding XL boxes) are Royal Mail Tracked 48, so you will be able to track your return via your Truly account and once your return is complete you will receive a confirmation email
If your return hasn’t reached us after the specified timeframe, please get in touch with our Customer Service Team by emailing help@truly.co.uk making sure to include your Royal Mail Returns tracking number.
Please note that if choosing international delivery, free returns will no longer apply, and you will be responsible for arranging the courier and covering the cost.
