Shipping policy

📦 Shipping & Order Processing

All orders are processed within 1–3 business days (excluding weekends and holidays) after receiving your order confirmation email.

You will receive a further notification once your order has been shipped, including tracking details where applicable.

🌍 Shipping Rates & Delivery Estimates

Shipping costs are calculated and displayed at checkout.

🇬🇧 United Kingdom

  • Royal Mail 48 (Tracked): 2–3 Business Days — £3.95
  • Royal Mail 24 (Tracked): 1 Business Day — £4.99

🌎 International Shipping

  • Europe: 5–7 Business Days — £7.50
  • USA & Canada: 7–14 Business Days — £12.50
  • Rest of World: 7–14 Business Days — £15.00

🎁 Free Shipping

  • UK & International orders over £100 qualify for FREE shipping
  • Automatically applied at checkout

🌐 International Duties & Taxes

International orders may be subject to import duties, taxes, and VAT once they reach your country.

These charges are the responsibility of the customer and are not controlled by TRUE®.

🔍 Tracking Your Order

Once shipped, you will receive a tracking number via email.

Please allow up to 48 hours for tracking information to update.

If your order has not arrived within 14 days of dispatch, please contact:
📧 support@truevisionbrand.com

🔁 Returns, Refunds & Exchanges

🔁 Returns Window

We offer a 7-day returns window, meaning you must request a return within 7 days of receiving your item.

We strongly recommend checking your items immediately upon delivery.

⚖️ Your UK Consumer Rights

This policy does not affect your statutory rights under UK law.

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

However, refunds may be reduced if items are returned used, damaged, or not in their original condition.

⚠️ Incorrect, Faulty or Damaged Items

Please inspect your order upon arrival.

If something isn’t right, contact us within 7 days of delivery so we can resolve it quickly.

Where confirmed, we will arrange an appropriate resolution, including:

  • Replacement
  • Repair
  • Refund

📦 Returns Process

To start a return, contact:
📧 support@truevisionbrand.com

If accepted, we will provide return instructions and the return address.

⚠️ Returns sent without prior approval will not be accepted.

🚚 Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is faulty or incorrect
  • We recommend using a tracked service
  • Proof of postage may be required
  • We are not responsible for items lost in transit

💸 Refunds

Once your return is received and inspected:

  • Refunds are processed within 7 days
  • Funds are returned to your original payment method

Please allow additional time for your bank or payment provider to process the refund.

❌ Non-Returnable Items

We do not accept returns on:

  • Sale items
  • Gift cards

🔄 Exchanges

We do not offer direct exchanges.

To get a different item:

  1. Return the original item (if eligible)
  2. Place a new order

🎁 Promotional Items & Returns

From time to time, TRUE® runs offers that include:

  • Free gifts
  • Discounted bundles
  • “Buy X, Get Y Free” promotions

These offers are conditional on the original qualifying purchase being kept in full.

If part of your order is returned and no longer qualifies:

  • Free or discounted items may be charged at their standard price, or
  • Their value may be deducted from your refund

All promotional items must be returned unused and in original condition if the qualifying items are returned.

If they are not returned, their value will be deducted automatically.

This applies to all current and future promotions, including:

  • Free gifts (wallets, keyrings, stickers, mystery items)
  • Product bundles
  • Tiered offers (Buy 1 / Buy 2 / Buy 3 etc.)