SHIPPING & RETURNS

SHIPPING INFORMATION

We aim to fulfil and dispatch any order placed before 14.00 GMT on a weekday the same day, and all orders will be fulfilled within one business day.
 
Orders placed after 14.00 GMT will dispatched the following day and orders placed over the weekend will be dispatched on Monday.
 
If your order has not reached you within the given timeframe then please message us using the contact form.
 
We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect.
 
We will not accept liability for any missing orders if the tracking for the parcel is showing the order as delivered.

RATES & DELIVERY TIMES

FREE SHIPPING ON ALL ORDERS OVER £100

Service Delivery Time Cost

DPD Expresspak

Next business day

£5.00

DPD Expresspak

Next business day

FREE > £100

FREE SHIPPING FOR ORDERS OVER €150

Our European shipping services have changed effective from 01/07/2021

We have added our DHL Express Worldwide service for our customers in Europe. This service will get your order to you within 24-48 hours.

From 1st July 2021, the IOSS scheme was activated for customers living in the EU. VAT is now added at checkout for all orders under €150. This means no additional VAT or duty is needed to be paid at the border, and your parcel will be shipped straight to your door.

For orders over €150, no VAT is added to your order amount at checkout, instead our shipping partners calculate and charge VAT as part of your shipping amount We will pre pay this amount on your behalf when your parcel arrives in country.

Please contact us via info@truestore.co.uk if you have any questions

Country Express Shipping Delivery Time Cost

Austria

DHL Express

Next business day

€8.00 - €23.00

Belgium

DHL Express

Next business day

€8.00 - €23.00

Czech Republic

DHL Express

Next business day

Kč 480.00

Denmark

DHL Express

Next business day

Kr. 140.00

Estonia

DHL Express

Next business day

€8.00 - €23.00

Finland

DHL Express

Next business day

€8.00 - €23.00

France

DHL Express

Next business day

€8.00 - €23.00

Germany

DHL Express

Next business day

€8.00 - €23.00

Hungary

DHL Express

Next business day

€8.00 - €23.00

Ireland

DHL Express

Next business day

€8.00 - €23.00

Italy

DHL Express

Next business day

€8.00 - €23.00

Latvia

DHL Express

Next business day

€8.00 - €23.00

Lithuania

DHL Express

Next business day

€8.00 - €23.00

Luxembourg

DHL Express

Next business day

€8.00 - €23.00

Netherlands

DHL Express

Next business day

€8.00 - €23.00

Norway

DHL Express

Next business day

calculated at checkout

Poland

DHL Express

Next business day

Zł 80.00

Portugal

DHL Express

Next business day

€8.00 - €23.00

Slovakia

DHL Express

Next business day

€8.00 - €23.00

Slovenia

DHL Express

Next business day

€8.00 - €23.00

Spain

DHL Express

Next business day

€8.00 - €23.00

Sweden

DHL Express

Next business day

Kr 200.00

Switzerland

DHL Express

Next business day

calculated at checkout

FREE SHIPPING FOR ORDERS OVER £200

Country Shipping Service Delivery Time Cost

Australia

DHL Express Worldwide

3 business days

$36.00 AUD

Canada

DHL Express Worldwide

2-3 business days

$40.00 CAD

Israel

DHL Express Worldwide

2 business days

Calculated at checkout

Japan

DHL Express Worldwide

2-3 business days

Calculated at checkout

New Zealand

DHL Express Worldwide

3-4 business days

$40.00 NZD

Saudi Arabia

DHL Express Worldwide

3-4 business days

Calculated at checkout

South Africa

DHL Express Worldwide

2 business days

R500

U.A.E

DHL Express Worldwide

2 business days

Calculated at checkout

U.S.A

DHL Express Worldwide

1-2 business days

$20.00 USD

For all countries not listed above, shipping prices will be calculated at checkout.

Please be aware that taxes and duties may need to be paid when your parcel arrives at the border.

Local currencies are subject to conversion rates.

For any questions regarding fulfilment or dispatch of your order, please use our contact form or email info@truestore.co.uk

EXCHANGES & RETURNS

To submit an exchange or return through our new returns portal, please click the link below.

 

It's OK if you didn't love everything you ordered - we’ve got you covered.

Returns just got a whole lot easier thanks to our new online returns portal. Submitting a return is now really easy - each time you need to send something back all you need to do is search 'RETURNS' on the site or head to the link in our footer.

There's a step-by-step guide above to show you how to complete a return but it's so easy to do, you'll have it nailed after the first time you try it. If you have any issues, you can always contact our customer service team by emailing info@truestore.co.uk

 

Exchange 

Fit wasn't quite right and you want to swap it for a size up or down? An exchange is your best option.

The cost to return your incorrect size is on us!

You’ll receive a prepaid return label* and the replacement size will be sent as soon as we’ve received your original order back at our warehouse.

This option will only be available if we have enough stock on hand of the preferred size .. A lot of our pieces sell out very quickly so the faster you get it back to us, the better your chance of the alternative size being available and it reaching you.

 

Store Credit

Perfect if you know you’ll buy something in the near future, but aren’t quite sure what you want right now. Online credits have no expiry date and just like an exchange, we cover the cost of your return.

Refund

You know the drill...

Your refund will be processed back onto your original payment method once your return is delivered to our warehouse. It’s a flat rate of £4.50* for return delivery if you choose a refund, which covers your pre paid returns label.. This amount will be deducted from your refund total.

 

 

It's OK if you didn't love everything you ordered - we’ve got you covered.

Returns just got a whole lot easier thanks to our new online returns portal. Submitting a return is now really easy - each time you need to send something back all you need to do is search 'RETURNS' on the site or head to the link in our footer.

There's a step-by-step guide above to show you how to complete a return but it's so easy to do, you'll have it nailed after the first time you try it. If you have any issues, you can always contact our customer service team by emailing info@truestore.co.uk

Exchange 

Fit wasn't quite right and you want to swap it for a size up or down? An exchange is your best option.

The cost to return your incorrect size is on us!

You’ll receive a prepaid return label* and the replacement size will be sent as soon as we’ve received your original order back at our warehouse.

This option will only be available if we have enough stock on hand of the preferred size .. A lot of our pieces sell out very quickly so the faster you get it back to us, the better your chance of the alternative size being available and it reaching you.

Store Credit

Perfect if you know you’ll buy something in the near future, but aren’t quite sure what you want right now. Online credits have no expiry date and just like an exchange, we cover the cost of your return.

Refund

You know the drill...

Your refund will be processed back onto your original payment method once your return is delivered to our warehouse. It’s a flat rate of £4.50* for return delivery if you choose a refund, which covers your pre paid returns label.. This amount will be deducted from your refund total.

*Customers living in the United Kingdom will be issued a pre-paid returns postage label once they have completed their return, which will be deducted from their refund amount at a flat rate of £4.50

 

Customers living outside of the United Kingdom will be responsible for paying their own postage and posting their order back to us.

 

We recommend customers return their order via a tracked postage service, as we can not be held responsible for parcels that do not make it back to us.

RETURNS TERMS & CONDITIONS

For customers outside of the UK, please return your order to our address below;

Return address:

TRUE STORE RETURNS,

Richardson House 92-94, Boundary Business Court, Church Road, London, United Kingdom, CR4 3TD

 

All items can be returned and issued with a refund, with the exception of several products for hygiene reasons (earrings, face masks, socks). You will be unable to initiate a return for these items..

For a return to be valid, a return must be logged through the returns portal within 14 days of delivery for UK customers, or 21 days of delivery for non UK customers.

All other returns terms and conditions must still be met for a cash refund to be processed.

Items sent back after that period will not be eligible for a refund and there will be a charge for returning the goods to sender. Please note we can only refund the original cost of the item, not any postage costs.

All items will be inspected upon return. They must be unused and in the same condition as you received them. We will also need the invoice to process the refund.

Any goods returned to us in an unsuitable condition will not be eligible for a refund and will be returned to sender.

For non UK customers, please send all returns via tracked mail as we cannot be held responsible for any lost items.

True Store does not take responsibility for a return until it has been delivered to our Returns department.

For questions regarding returns, please contact our customers service team via info@truestore.co.uk or use the contact form here