OUR RETURNS POLICY

At True To Me customer service is very important and we aim to please every customer with our collections. We have provided clear size guides to ensure that you are able to consider the best size and style for you before making your purchase.  All orders are packaged carefully to ensure our ensembles arrive to you safely. 

We accept returns on our ensembles within 40 days of your order date in exchange for store credit only. We do not offer refunds unless ensembles arrive to you damaged or faulty. 

All items must be unworn, unused, unwashed and still in a saleable condition. This means items must not be stained, marked or snagged in any way.

Upon returning, you are required to ensure:

1. All tags and hygiene liners are still attached to the ensembles and the ensembles must be sent back in its original packaging (including box and branded fabric bag). 
2. Please try on swimwear over your own underwear. You are required to do this due to hygiene. We may refuse to accept your return if this has not been adhered to. 

We carefully inspect all returned ensembles and if any of the above conditions appear to not have been met, then your ensembles will be refused by us and we will send them back to you, without store credit or possible exchange.

Return shipping costs are at the responsibility of the customer. We do not cover any return postage fees when you are sending ensembles back to us.

We do not accept returns on sale ensembles. However, please reach out to us and we can see if there is anything we can do to help if you need a new size for a sale item.

How do I start a return?

If you want to return an ensemble(s), please email us at orders@truetome.com with your full name, order number and reason for the return. We will then give you instructions on how to send your ensembles back to us.

What if my ensemble is faulty when I receive it?

Every ensemble that leaves True To Me HQ is thoroughly hand checked, inspected and carefully packaged before being sent to customers. Therefore, the likelihood of you receiving a faulty or damaged item is extremely low. However, if you feel there is a clear manufacturing fault with your ensemble, or you have received incorrect ensembles please contact us immediately at orders@truetome.com 

True To Me are happy to cover up to £5 on postage fee when sending faulty or incorrect ensembles back to us. Please choose your postage option accordingly.

How long will it take to process my return?

We aim to process all returns within 48 hours of receiving the goods. You will receive an email stating we have received your return and whether we have accepted the return. If the return is rejected, we will provide you with a reason and ship the goods back to you.

Do you pay for return postage?

No we do not pay for return postage fees. Postage, delivery costs and also duties and taxes (if outside of the UK) incurred due to change of mind, size change or any other reason other than faulty goods.

Can I cancel my order?

You are allowed to cancel your order up to 48 hours from placing your order with us. Please email us at orders@truetome.com as soon as possible with your order number and we will issue you with a full refund. 

 

CUSTOMS IMPORT DUTIES & TAXES

Ensembles shipped internationally outside of the UK often incur local duties and customs charges. These charges are not included in your order total. The shipping courier will contact you if any duties need to be paid before delivering your parcel. True To Me is not responsible in paying these charges. It is the customers responsibility to pay any outstanding duties and customs. 

If you have any questions about this, please contact your local customs office for further information before placing an order.

 

HELP DESK

If you need help with anything else, we are always happy to assist. Please email us at orders@truetome.com and we will be in touch with you, within 24 hours.