FAQs

Frequently Asked Questions

How long will my order take?

Most orders are made to order, so processing times can vary depending on the product and how busy we are. The estimated processing time will be shown on the product listing where applicable.

If you need an item by a specific date, please contact us before ordering and we’ll let you know whether we can accommodate your request.

How will my order be delivered?

Orders are sent using Royal Mail to the delivery address provided at checkout.

Once your order has been dispatched, you will receive the relevant dispatch information available for your order.

Do you accept personalised or custom orders?

Yes! We love creating personalised and custom products.

If you have an idea for something you’d like us to make, please contact us before ordering. We’ll let you know what we can create and provide any relevant pricing information.

Can I change or cancel my order?

If you need to make a change or cancel an order, please contact us as soon as possible.

Because many of our products are made to order or personalised, we may not be able to make changes or cancellations once production has started.

Can I return my order?

Our returns and refund arrangements depend on the type of product purchased.

Please see our Refund Policy for full details. Personalised or custom-made items may be subject to different cancellation and return rights where permitted by UK law.

What payment methods do you accept?

We currently accept:

• Card payments
• Apple Pay
• PayPal
• Shop Pay
• Klarna

Available payment methods may vary depending on your device, location and eligibility.

Do you offer refunds?

If you are entitled to a refund, we will process it in accordance with our Refund Policy and applicable UK consumer law.

Please contact us if you have an issue with your order so we can help.

What happens if my order arrives damaged?

Please contact us as soon as possible if your order arrives damaged.

Where possible, please provide photographs of the packaging and the damaged item so that we can investigate the issue and determine the appropriate resolution.

Can I collect my order?

If local collection is available for a particular order, this will be stated on the relevant product listing or agreed with us before purchase.

Please do not travel to collect an order unless collection has been confirmed with us.

Do you sell products suitable for children?

Some of our products may be intended for children, while others may not be suitable for children.

Please check the individual product listing for any age recommendations, warnings or safety information before purchasing.

If you are unsure whether a product is suitable, please contact us before ordering.

How can I contact Truly Made?

If you have a question that isn’t answered here, we’d be happy to help.

You can contact us at:

Email: trulymadeinfo@gmail.com

Address: 10 Woodgreen Avenue, Havant, PO9 3EB, United Kingdom

We’ll do our best to respond as soon as possible.