SHIPPING METHODS & DELIVERY TIME

After your order has been processed, please allow 2 – 5 business days for deliveries inside the UK and 10-20 BUSINESS days for shipping (varies by location). We will send you a confirmation email with your tracking number once your package has been sent! 

*Please note that these are estimated delivery times only, therefore TRUELOOKS does not guarantee delivery dates. Don’t worry, we will always do our best to deliver on or before your delivery dates. 

Due to the high volume of orders and the extra precautions we are taking to keep everyone safe from the COVID-19 pandemic that there may be a delay in delivering your order since shipping carriers are prioritizing essential items first. ROYAL MAIL has also advised that due to limited transportation availability, delivery times are impacted. We thank you in advance for your support, patience and understanding.

Please keep in mind the days referenced are business days. Our tracking system will update you with the location of the package until the delivery day, please keep an eye on your emails from us. (If you opted in for updates, if not you will need to self track on your countries postal website or use our “Track Your Order” feature on our website.)

Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order.

Delays may also occur as a result of, not limited to, post office error, postal backlogs, customs clearance and weather conditions.

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time. 

Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advise on how and where your delivery can be collected.

There will be no reshipping arrangements made in cases, not limited or restricted to the reasons defined: parcels that are delivered to the wrong address, returned due to a wrong address, returned due to an incomplete address, refused or returned due to unavailability. Store credit will be provided minus original shipping fee. 

CUSTOMS & REGULATIONS

You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.

Our products usually – key word usually – ship within 2-5 business days for the UK and for the rest of the world 10-20 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number.

RETURN POLICY

Unless the product description says otherwise (i.e. items marked as “All Sales Final”), you can return any item purchased through TRUELOOKS within ten (10) days from the delivery date (date delivered is day 1) for  store credit only. Buyer is responsible to ensure they read the policy entirely and agrees to the policy once the item has been shipped back to us.

After ten (10) days from the date of delivery, all items purchased through TRUELOOKS are non-transferable and all sales are final. 

Item(s) must be returned in the condition they were shipped and received. Customer is responsible for paying for their own shipping costs on the return. Shipping costs from the original order and the return are non-refundable. 

Due to the deep discounts we offer, if you need to return an item, we cannot guarantee that offer/pricing will still be available . We do not exchange items. We only provide store credit, with the shipping fees non-refundable.

Items returned because of customer preference/change of mind are returnable under the terms of the Return Policy. Customer must pay the return shipping charges, they are non-refundable.

If your product is defective, doesn’t work properly; please send us an email with your order number, a photo/video of the item, description of the problem, the packaging and mailer it was received in. These items must be emailed to us for any assistance. Kindly ensure all are clear and legible. Once defect or damage is verified, TRUELOOKS will only replace the product.

If you feel the product received is not what you ordered, please send us an email with your order number, a photo/video of the item, description of the problem, the packaging and mailer it was received in. These items must be emailed to us for any assistance. Kindly ensure all are clear and legible.

We ask that all items be sent back to us in their original condition and not be broken or altered in any way. All items must be in their original packaging with no damage to the packaging or a restocking fee of $4.99 will be assessed. 

The original shipping fee is non-refundable. If you return an item you must return via regular mail only to include a tracking number and then email us a copy of the receipt from the post office showing the date it was returned with the tracking number. Please ensure the receipt is legible.

Depending on the condition that the item(s) are received (i.e. damage to package, water damage, intentional damage, signs of use, etc.), we reserve the right to issue a partial store credit or deny any store credit. Returns are processed in the order received. Kindly allow 20 business days from the date we receive for processing. TRUELOOKS has the right to refuse any return. 

All returns must be sent to the address listed under our Contact Us section.

Cancellations and Order Changes:

If your order has not been processed yet, we can cancel or modify the order. Please note that orders process quickly, so be sure to notify us as soon as possible. If your order has already processed or shipped and cannot be cancelled; please refer to the Return Policy above on how to return your order.

To cancel or modify an order, please email service@Truelooks.co.uk. Be sure to include your order number and a message that you want to cancel the order.

Missing Items:

If your order is missing items please email service@Truelooks.co.uk. Be sure to include your order number, a message describing what is missing from the order and photos of the packaging with its contents.

Let’s Sum It Up:

We love what we do and we want to make sure you do too! What we bring you is a genuine passion and an everlasting pursuit to provide you with the ultimate deal experience.

Our mission is to not only meet your shopping expectations but to redefine what online shopping means. We do this by listening to feedback from our customers. We want to hear what you have to say. Write to us with your concerns or questions at service@Truelooks.co.uk and let us know how we’re doing!

Thank you for giving us the opportunity to serve you. We couldn’t do it without you!

*Our Satisfaction Guarantee is only during the first 10 days from delivery. Please send us an email so that we can assist you.