Frequently Asked Questions

DELIVERY

CHRISTMAS DELIVERY
Don’t get caught out this Christmas! Check below to find out the last day you can shop to receive your order before Christmas:

Royal Mail 48 Hour Tracked service:
Order by Thursday 20th December to receive by Christmas Eve.

DPD Next Day Delivery:
Order by Sunday 23rd December to receive on Christmas Eve.

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. (Free standard delivery during 11th-31st December 2018)
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.
A signature will be required upon delivery.

International Delivery

We deliver to EU countries, assuming you are a UK customer with a UK billing address. Please choose the “Deliver to Europe” option at checkout Price options are as follows:

  • DHL Economy    5-7 days across Europe    £9.99
  • DHL Express    2-3 days across Europe    £14.99

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. Please find below a list of the most common remote postcodes in the UK:

Postcode Region District   Location
AB 31 - 35 45 - 54   ABERDEEN
AB 36 - 38 55 - 56   NORTHERN HIGHLANDS
FK 17 - 21     ARGYLL
GY 9     GUERNSEY
HS 1 - 9     NORTHERN HIGHLANDS
IM ALL ISLE OF MAN
IV ALL NORTHERN HIGHLANDS
KA 27     ARRAN
KA 28     ARGYLL
KW 0 - 14     NORTHERN HIGHLANDS
KW 15 - 17     ORKNEY SHETLAND
PA 20 - 78     ARGYLL
PH 15 - 18     DUNDEE
PH 19 - 29 32 - 33 45 - 48 NORTHERN HIGHLANDS
PH 30 - 31     ARGYLL
TR 21 - 25     CORNWALL
ZE ALL ORKNEY SHETLAND

Track Your 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

GIFT OPTIONS

Gift Packaging

Are you buying a gift for someone special? We offer a beautiful gift packaging option on all of our products

Gift packaging includes:

  • Gift wrap packaging
  • Decorative ribbon
  • Optional printed greeting card with your choice of a personalised message to make it Truly special.

To order your item as a gift, please make sure you tick the gift packaging option on the Order Summary page at the checkout before you complete your order!

How much does the gift packaging service cost?

Gift packaging costs £5.00 per order. As well as this, you can also add your personalised message within a greeting card for the same price.

Can you send directly to the recipient?

Yes! Your gift can be sent straight to the lucky recipient. All you need to do is add the recipient’s name and address in the shipping address field.
Please note, it is only possible to add one shipping address per order. If you would like to send gifts directly to multiple recipients, you will need to create a separate order for each recipient/shipping address.

Can I get a refund on gift packaging?

Should you wish to return an order that was gift packaged, unfortunately we will not be able to refund the cost of the gift packaging.

Can I change my gift packaging options?

Once you have placed your order you will not be able to change your gift packaging options or your personalised message on your greetings card.

E-GIFT CARDS

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.

Returns & Exchanges

We have extended our Returns policy for Christmas 2018. Any orders placed from 1st December 2018 - 24th December 2018 can be returned up until the 8th January 2019.

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 condition
  • all 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 contained with the delivery note.

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, we will email you to let you know when your replacement product is on its way.

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 or via our Live webchat 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 our webchat option

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, we will email you to let you know when your replacement product is on its way.

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 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.

If you have lost your delivery note, please login to the “My Account” section of the our Website, find your order, and follow the ‘Return’ instructions. Alternatively, 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:-

  • fill in the delivery note included within your parcel as per the instructions, making sure that you confirm whether you would like a refund or an exchange. Please ensure you place this delivery note in your parcel as without it, we can’t take care of your return;
  • peel off the pre-paid Royal Mail returns label and stick it to your parcel; 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 or via our Live webchat option for advice

Max Weight (Returns) Max box size (cm)
20kg 61x46x46

I’ve lost my delivery / returns note. Help!

Don’t Panic – we’ve got you covered! Go to your order in “My Account”, find your order, and follow the ‘Return’ instructions. Alternatively, 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 working 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  

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.

SHOPPING WITH US

How do I order online?

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!

  1. Browse the Truly website for the items you wish to purchase.
  2. Click on your desired product(s) and choose the relevant size and colour and add to my bag.
  3. Once you've finished shopping, proceed to checkout.
  4. If you are an existing customer, please click on sign in and enter your username and password and then click Checkout.
  5. 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.
  6. 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.
  7. 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.
  8. You should see a message confirming your order has been placed and is being processed.
  9. An email confirmation will be sent to your registered email address.
  10. If you have created an account with us, you can also view the status of your order in My Account.

Can I place an order over the phone?

Unfortunately at this moment in time we are only able to take orders placed on our website. Please follow the above steps ….

Customer Services

If you need any extra support or have any questions, please feel free to get in touch with our customer service team by emailing help@truly.co.uk or via our Live webchat option.

My Account

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

Size Charts

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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 or click on the live web chat link to chat to our customer services team during office hours (Mon to Fri 8.30am - 6pm. Saturday 9am - 5pm).

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