Shipping policy

Shipping & Delivery Policy

At Truly Made, we carefully prepare and package every order before sending it to you using Royal Mail.

Processing Times

Many of our products are made to order, so please allow the processing time stated on the individual product listing.

Processing times can vary depending on the product, order volume and whether your item is personalised or custom-made.

If you require your order by a particular date, please contact us before placing your order so we can confirm whether this is possible.

Please note that processing time is separate from delivery time.

Delivery

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

Available delivery options and postage costs will be shown at checkout before you complete your purchase.

Once your order has been dispatched, you will receive a dispatch confirmation where applicable. Any Royal Mail tracking information provided will be included in your dispatch confirmation.

Delivery times are estimates provided by Royal Mail and are not guaranteed. Delays can occasionally occur due to circumstances outside our control.

Incorrect Delivery Address

Please make sure that your delivery address is correct before completing your order.

If an order is returned to us because an incorrect or incomplete address was provided, we will contact you to arrange redelivery. Additional postage costs may apply.

Delayed or Lost Orders

If your order has not arrived within the expected delivery timeframe, please contact us and we will investigate the matter with Royal Mail where appropriate.

Please allow reasonable time for Royal Mail delays before an item is considered lost.

Damaged Items

We take care when packaging your order. If your item arrives damaged, please contact us as soon as possible and provide photographs of the item and its packaging.

We will assess the issue and, where appropriate, arrange a replacement, repair or refund in accordance with your statutory rights.

Returns and Cancellations

For standard, non-personalised items purchased online, you may generally cancel your order within 14 days of receiving the goods, subject to the applicable legal exceptions. You then have a further 14 days to return the goods.

The cost of returning an unwanted item is normally the customer’s responsibility unless the item is faulty, damaged, not as described, or we have agreed otherwise.

Items should be returned in an appropriate condition. You may handle an item as reasonably necessary to establish its nature, characteristics and functionality, but you may be responsible for any reduction in value caused by handling beyond this.

Personalised and Custom-Made Items

Because many of our products are made specifically for you, personalised or custom-made items may not be eligible for cancellation or return simply because you have changed your mind.

This includes items made to your specifications, personalised with names, wording, colours, designs or other details requested by you.

This does not affect your statutory rights if a personalised or custom-made item is faulty, damaged, not as described, or does not meet the agreed specifications.

Please check all personalised details carefully before placing your order. We cannot be responsible for errors in personalisation where the information supplied by the customer was incorrect.

Faulty or Incorrect Items

Your statutory consumer rights are not affected by this policy.

If your item is faulty, damaged, not as described or does not meet the agreed specifications, please contact us as soon as possible so that we can investigate and provide an appropriate remedy in accordance with your legal rights.

Contact Us

If you have any questions about delivery, returns or your order, please contact us using the contact details provided on our website.

Truly Made is a sole trader business.