FAQs

To help you shop with confidence this season, our Christmas returns policy is valid between 4 October and 4 December 2021. Any purchases made online or in store between these dates can be returned up until 9 January 2022. For purchases made from 5 December onwards, our normal refund policy applies.

STANDARD DELIVERY:

Delivered within 2-3 days, Monday-Saturday (excluding bank or public holidays) via Royal Mail Tracked 48 service. If your parcel exceeds the Royal Mail dimensions, we will upgrade your shipment method via DPD at no extra cost.

Any orders over £50 are FREE for UK postcodes, all orders under this value will be £3.99.
A signature will be required upon delivery.

NEXT DAY DELIVERY: £7.99

Order before 8pm to get your Truly parcel the next working day.
Deliveries occur from Monday to Friday (not including bank or public holidays).

Order on Friday, Saturday, or by 3pm on Sunday and your purchase will be delivered the next working day.
A signature will be required upon delivery.

NEXT DAY DELIVERY PRE 12PM: £8.99

Order before 8pm to get your Truly parcel the next working day before 12pm.
Deliveries occur from Monday to Friday (not including bank or public holidays).

Order on Friday, Saturday or by 2pm on Sunday, your purchase will be delivered the next working day.
A signature will be required upon delivery.

SATURDAY DELIVERY £9.99

Order Friday before 8pm for delivery on Saturday (between 8am-6pm).
You will be notified via SMS or an email from carrier with an expected delivery time slot.
A signature will be required upon delivery.

INTERNATIONAL DELIVERY

We now offer a solution for most EU countries that calculates duties and customs at our checkout along with a delivery cost. Therefore, there will not be any charges incurred upon delivery of your order. Order by 5pm Monday - Friday and your package will be with you within 1-3 working days.

Please note transit times will vary for remote or offshore zip codes
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.

REMOTE POSTCODES

Please be aware that deliveries to remote postcodes may take extra time to arrive.

Ordering online with us is a Truly easy experience – just the way it should be.

Follow the steps below to get the Truly products you love straight to your front door!

Browse the Truly website for the items you wish to purchase.Click on your desired product(s) and choose the relevant size and colour and add to my bag.Once you've finished shopping, proceed to checkout.If you are an existing customer, please click on sign in and enter your username and password and then click Checkout.If you're a new customer, you'll need to register your details. Registering makes it easier to place orders in the future. The online instructions will guide you through the registration process. You have the option to continue without registering, but you will still need to input your personal details.Once you are logged in as either a new or existing customer, or have entered all relevant information, you will need confirm your delivery choice and then choose your payment method.If you chose the Pay by Card option, please enter your payment details and click Place Order. If you have chosen to pay by Paypal follow the onscreen instructions.You should see a message confirming your order has been placed and is being processed.An email confirmation will be sent to your registered email address.If you have created an account with us, you can also view the status of your order in My Account.

Yes! Enter the recipient’s name and address in the delivery section of checkout and we can send your gift straight to them. If you click on the “Add a gift message” option at the checkout you can also enter a gift message, which will be sent with your order on a card, and prices will be removed from the invoice.

We sure do! For new customers please sign up to our newsletter for 10% off your first order.

If you are a NHS worker please follow the link here to get 20% off your order.

Please note: Voucher/code cannot be used in conjunction with any other voucher, promotional code or already discounted products. Vouchers and code cannot be redeemed against or in conjunction with gift vouchers/giftcards and must be entered prior to completing the order as we cannot add a discount to a completed order.

You will be able to track the status of your order by clicking on the link provided in your order acknowledgment email. If you have a Truly account, you can view the status of your order here.

We will be more than happy to offer a refund or exchange at any time during the 35 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.

We’re super conscious of impact on our planet so as part of our ongoing sustainability efforts, we’re creating positive changes today to help push for a better tomorrow. These include the removal of delivery paperwork and returns slip in all packages.

So how do you make a return then? Great question! When you placed your order a returns form will have been emailed to you, please print this out and put inside with your return, if you don't have access to a printer then please pop a note in including your order number (starts with TRU-) and if you would like an exchange or refund.

After this use the link here to generate a Royal Mail returns slip and attach to the outside of your parcel or opt for the paperless option at show the QR code at the Post Office.

f 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

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.

Truly offers electronic gift cards for purchase from the Truly Website –referred to in these terms as a "Truly E-Gift Card".

HOW CAN I SPEND MY TRULY E-GIFT CARD?

You can use a Truly e-gift card to buy anything listed on www.truly.co.uk apart from another Truly E-Gift card. You can also use your Truly E-Gift card to purchase something of higher value than your Truly E-Gift card balance, provided you pay the difference via a second payment method.

HOW MUCH CAN I SPEND ON BUYING A TRULY E-GIFT CARD?

You can purchase a Truly E-Gift card for any value of credit from £5.00 to a maximum of £500.00. Each Truly E-Gift card has a unique reference number which is provided following purchase together with details of how to use and redeem the credit amount of the Truly E-Gift card.

HOW DO REFUNDS WORK WITH A TRULY E-GIFT CARD?

If you make a purchase using only your Truly E-Gift card and then receive a refund or exchange of that order, any refund will be credited back to you as a Truly E-Gift card. If you purchase something from Truly using a combination of a Truly E-Gift card and a second payment method, any refund of that purchase will first be credited back to your Truly E-Gift card. If the amount to be refunded to you exceeds the amount you spent using a Truly E-Gift card, then any remaining balance will be refunded to the second payment method you used.

DO TRULY E-GIFT CARDS HAVE AN EXPIRY DATE?

A Truly E-Gift card can’t be cancelled, exchanged for cash or sold to someone else, and will expire two years (24 months) from the date of issue.

TERMS & CONDITIONS

Truly E-gift cards remain the property of Truly Group Limited. Risk in a Truly E-Gift card shall pass to you upon our electronic transmission to you; in the event of misuse or fraud Truly reserves the right to cancel a Truly E-Gift card.
If you lose or someone steals your Truly E-Gift card electronically, unfortunately Truly cannot replace it. You agree that Truly will not be held responsible for any lost balance as a result of electronic theft or fraud, unless this is caused by Truly.
Truly E-Gift cards supplied by this website are in £ sterling.
For any questions relating to our Truly E-Gift cards please contact our customer services team by email, help@truly.co.uk.

HOW TO CHANGE YOUR BILLING OR SHIPPING ADDRESS

All of your personal account information, such as your shipping and billing address, can be changed in “My Account” under ”Address Book”

HOW TO VIEW MY ORDERS

You can access processing or past orders in My Account under ”Orders”

HOW TO CHANGE MY PASSWORD

You can change / update your password in My Account under ”Change Password”

HOW TO DELETE MY ACCOUNT

You can delete your account in My Account under ”Delete Account”

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.

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.

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 35 days from the day after you received your order. Please fill in the returns form 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

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.

GET IN TOUCH

If the FAQs haven’t answered your question, please get in touch by completing the form below and one of our customer services team will respond as soon as possible. Alternatively, please send us an email to our customer services team during office hours (Mon to Fri 8.30am - 5pm).