Please note that any orders placed using standard delivery from 3rd - 5th May will be dispatched on the 6th May.

We now delivery to the USA, Canada, Australia 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 or by emailing help@truly.co.uk.

We’re super conscious of the 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 slips in all packages.

So how do I make a return then? Great question! Use the link here to generate a Royal Mail returns slip and attach it to the outside of your parcel or opt for the paperless option by showing the QR code at the Post Office.

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

Please note that products that are part of our Final Sale collection cannot be returned or exchanged.

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.

We will be 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 is in its original packaging, in pristine condition and all product labels/hygiene seals are still attached and have not been removed.

Products marked as being part of our Final Sale collection must be returned within 14 days from the day the product was delivered to you and must be returned in accordance with Truly’s Returns Policy.

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 that 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 and not part of our final sale collection. 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.

Some Truly products can be personalised for an additional cost. Products that can be personalised will have the “Personalise me” option on the product page. 

A maximum of seven characters (inclusive of spaces) can be added to items that can be personalised. You can choose three font type (from the options shown on the product page) and four thread colour (from the options shown on the product page).  Placements of the personalisation vary by product type, which you can review on the product page.

Please check your personalisation request before submitting your order. You are responsible for submitting any personalisation requests accurately and we cannot be held responsible for any mistakes (including spelling) or other omissions you make when ordering your item(s). Personalised products cannot be cancelled once your order is placed.

Returns:

If you place an order for one of our personalised products, it will be made especially for you.  The statutory right of withdrawal (or cancellation right) that applies to consumers who enter into distance selling contracts, allowing the withdrawal from (or cancellation of) a contract within 14 days from receipt of their products without giving any reason or incurring any costs, does not apply to the supply of goods made to your specifications or clearly personalised.

Please check your personalisation request before submitting your order; you will be solely responsible for your errors, omissions or other mistakes (including spelling) when requesting personalisation to a product you order.  Truly will follow your personalisation instructions at the time that you submit your personalisation request and will not be responsible nor liable for any errors, omissions or other mistakes you make (including spelling) in those instructions whether or not such are obvious and/or could have been identified or not. 

If you have any questions or other issues in relation to your personalised order please email help@truly.co.uk or contact Truly’s customer service team via the live web chat service for help.

Delivery:

Due to their bespoke nature, please allow up to 14 days for personalised products to be created in addition to our standard delivery or international delivery times.