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 current 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”

In the case that you enter the wrong email address whilst signing up for a Truly account, please contacthelp@truly.co.uk. Customer service will then be able to delete your account, allowing you to create a new one with the correct email address. 

If you have forgotten your password and therefore need to reset it, click the link under the login portal titled ‘Lost password? Recover Password’.

You do not need to have a Truly account in order to place an order. A Truly account does however allow you to save your contact and delivery information, making your checkout process faster.

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

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

You can also share & earn with Truly - Send your friends a £10 discount to use on their order when they spend £50. Once they make a purchase, you’ll earn £5 for each order as well! Simply click on refer a friend on the order confirmation page and follow the link.

Bought a product and want to let us and others know how much you love it? If this is a yes then please leave us a review on the given product and we will give you 15% off your next order! Simply leave the review and we will thank you with the discount code via email.

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

From transport to packaging, the cost of all parts relating to product is constantly increasing, this does mean the price that customers pay will have to increase over time. We do and will continue to try to absorb as much of these costs as we can, but unfortunately it can result in some of our best loved core products increasing in price.

Yes, Truly is 100% online shopping secure.

Once you have placed an order, you will receive a confirmation via email. In the case that you do not receive this, please check your junk email. If you still cannot locate it, contact help@truly.co.uk or reach out via live chat on our website. 

Truly accepts a range of payment options, these include:

• Visa
• Mastercard
• Maestro
• American Express
• Discover
• Diners Club
• UnionPay
• Shop Pay
• Google Pay
• Apple Pay
• Paypal

We are delighted to now accept Klarna at Truly. Find out more here

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.

Products available to Pre-Order will be shown on the Website. You can pre-order exciting new products or our popular products waiting to come back in stock by simply adding them to your basket and proceeding to checkout as usual.

If you choose to pre-order a product, your chosen payment method will be charged to secure the product and we will deliver it to you as soon as it becomes available.

Please note that when purchasing a product on pre-order, if you also purchase available products at the same time/within the same order, any products that are available won’t be delivered until the pre-ordered product is ready to be sent to you. If you’d prefer to receive any
available products sooner, you should place a separate order for the available
products.

If you have any queries about the delivery window for a specific product, please contact Truly via email: help@truly.co.uk, or contact Truly’s customer service team via the webchat service available on the Truly Website. 

If you need to make any changes to your pre-order or you change your mind and want to cancel your order, please contact Truly as soon as possible via email: help@truly.co.uk or contact Truly’s customer service team via the webchat service available on
the Truly Website. 

We are so happy that you are now able to buy our products through John Lewis and Next. If you have purchased a Truly item from John Lewis or Next, which you wish to return/exchange, that item can only be returned to John Lewis or Next (as applicable), so please get in touch with their customer service team directly or refer to the applicable retailer’s website for assistance.

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 you received your order and not part of our final sale collection.

Please add a note inside your order and email our help@truly.co.uk inbox stating what you would like the item exchanged for.

Please click on the following link to create your Royal Mail Returns label: https://www.royalmail.com/track-my-return/pick-a-retailer

Please note that items marked as Final Sale cannot be returned or exchanged. If you have an issue with your product then please email help@truly.co.uk.

If you are returning a product to Truly from outside of the UK, you will need to pay the return costs, unless Truly is required to pay such costs by law. Please email help@truly.co.uk or contact Truly’s customer service team via the live web chat service for help on returning a product to Truly from outside of the UK.

Unfortunately, we are not able to cancel your order once it has been placed. You are however, able to return your order (provided the product is in its original condition and subject to our Terms and Conditions) within 35 days. Returns from the UK are free. If you are returning a product to Truly from outside of the UK, you
will need to pay the return costs, unless Truly is required to pay such costs by law. Please email help@truly.co.uk or contact Truly’s customer service team
via the live web chat service for help on returning a product to Truly from outside of the UK.

Standard Delivery:
Any orders over £80 are FREE for UK postcodes, all orders under this value will be £5.99. Delivered within 2-3 days. 

Next Day Delivery: £9.99
Order before 8pm (Monday-Thursday) to get your Truly parcel the next working day.
Order on Friday by 3pm and your purchase will be delivered the next working day, any orders placed on Saturday or Sunday will be processed on the next working day.

Saturday Delivery £9.99
Order Friday before 8pm for delivery on Saturday (between 8am-6pm).

International Delivery: We now delivery to the USA, Canada, Australia, New Zealand and India and looking to expand to new territories in the coming months. Duties and customs at our checkout along with a delivery cost, if you need further help get in contact via live chat.

European Delivery: We are working hard on getting this sorted but currently cannot ship to the EU. Please sign up to our newsletter so we can let you know as soon as we can.

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 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.

We currently only offer delivery within the United Kingdom and United States, Canada, Australia, New Zealand and India, however, we do have plans to extend this in the near future.  Please note that whilst you may be able to purchase an e-gift card from other countries but we can only deliver to the UK Mainland.

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 aswell as long as it's not part of our Final Sale collection.

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 overseas/international
shipping costs or 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).

If you are returning a product to Truly from outside of the UK, you will need to pay the return costs, unless Truly is required to pay such costs by law. Please email help@truly.co.uk or contact Truly’s customer service team via the live web chat service for help on returning a product to Truly from outside of the UK.

Please note that Final Sale items are only eligible for a refund or exchange within 14 days of delivery.

Please find our full terms and conditions here.

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! 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. Please state the reason for return whilst generating your label.

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

Note that items marked as Final Sale can only be exchanged or refunded within 14 days of delivery

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. Please email help@truly.co.uk or contact Truly’s customer service team via the live web chat service for help on returning a product to Truly from outside of the UK.

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 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).

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.

Any return product is your responsibility until it is received back by Truly. Unfortunately, Truly is unable to refund any product that is lost or damaged during its return back to Truly. To help you to ensure that your return reaches Truly, it is recommended that you use Truly’s tracked delivery service and make sure the return product is packed properly so it doesn’t get damaged.

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.

If a product you have ordered from Truly is defective/develops a fault or is incorrectly described, you have a right to a refund or an exchange provided that you inform Truly within 35 days from the day that product was delivered 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 defect/fault develops outside of the 35 day return period, please email help@truly.co.uk or contact Truly’s customer service team via the live web chat service available on the Truly Website to agree the best way forward.

Please find our full terms and conditions here.

Royal Mail and DPD for our UK orders and for international orders we will use local couriers.

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.

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.

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).

You can get in contact via email at help@truly.co.uk or reach out on our live chat available on our website.

Our customer service team is on hand from Monday-Friday, 8:30am - 5:00pm.