Truly does not currently deliver internationally, although, this is something we are planning to introduce in the near future.

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! When you place your order a returns form will be emailed to you, please print this out and put it 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 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 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.

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 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. 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.

What if I order something for a Christmas gift?

 We’ve extended our usual limit for returns just for the festive season. Any items bought between 24th November 2023 and 24th December 2023 can be returned up until 28 January 2024, if it’s unwanted or unsuitable but must be unused with labels attached and in the original packaging.