Delivery

(Please note one promotional offer per order - multiple promotions can not be used in one transaction)

We currently provide the following delivery options when shopping with us online:

DELIVERY OPTION	COST (GBP)
UK Standard Delivery (2-3 Working Days)	£5.50
UK FREE (When you spend £120 and over- Enter code DELIVERY120, not valid with any other discount code) Standard Delivery (2-3 Working Days)	£0.00
UK Next Day Delivery  Order before 3.30pm for next working day delivery.	£7.50
International	International Shipping rates, taxes and duties will be calculated automatically on the checkout.

Please note, no orders are processed on weekends, Bank Holidays, Christmas Eve and New Years Eve. 

International Deliveries
We aim to deliver all international deliveries within the stated times, however, sometimes during busy periods and public holidays, deliveries may take longer. If you've not received your delivery within 15 working days, please contact our customer service on care@truedecadence.com team with your name and order number – the team will be in touch within 2 days.

 

PLEASE NOTE: All orders are shipped from the UK. Customers will be responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.

Customs & Import Duties
Depending on the value of your order and the destination country, your item(s) may be subject to import charges. The person receiving the order is responsible for paying these extra charges. 

If an order is held at customs and we're unable to contact the recipient within 10 working days, this order will be cancelled. In the event that the recipient refuses to pay the import duty, the order will also be cancelled. In both of these circumstances, True Decadence will incur a return or destroy fee and as such we'll not be able to refund any of these orders.

We would advise contacting your local customs office prior to making any purchase.

 Delivery FAQ's

I haven’t received my order what should I do? Check our delivery information for your estimated delivery day. If the time has exceeded the estimated delivery as outlined above, please firstly check a calling card hasn't been left by Royal Mail. If you are unable to locate a calling card please contact our customer service team who will be happy to help. Please be ready to advise your order name and order number.

What happens if I’m not at home when you attempt to deliver? You should be left a calling card by the courier. Follow the instructions on this card to arrange redelivery or collection from your local sorting office. If you have any queries that the courier is unable to answer please contact our customer service team.

What do I do if I want to change the delivery address? Unfortunately, we are unable to change your delivery address once an order has been dispatched.

What happens if my parcel arrives damaged or with items missing? If your item requires a signature, ensure that you ask the courier to make a note that the parcel is damaged or has items missing. If something has gone wrong with your order, please contact our customer service team as soon as possible with your name and order number. Please also declare whether you would prefer a replacement or refund. Please note that in some circumstances, a declaration form is procedure.

How long will it take to receive my order? Please refer to the Delivery and Returns section above.

How much will my delivery cost? Please refer to the delivery cost table in the Delivery and Returns section above.

Will I need to pay customs and import charges?
Customs or import duties are displayed at the checkout you can either choose to pay while making the payment or you can choose to pay upon delivery. It is the customer’s responsibility to pay custom and import charges. Truedecadence.com has no control over these charges. Customs policies and import duties vary widely from country to country.

Returns

If in the event you are not totally satisfied with you order, we will be happy to offer you a refund of the value paid on any item(s), that is returned to us in a resalable condition within 14 days of receipt of your order (28 days for international customers).

Items must be unworn/unwashed/with tags intact and with no odours or makeup/stains. Items that don’t adhere to these conditions will be rejected and sent back to the customer.

Please note we do not refund the cost of the posting or shipping charge for your initial order. In the rare event that your item has arrived faulty please contact our customer service team care@truedecadence.com with your name and order number. 

We endeavour to refund to your payment method within 14 working days of you posting, following our relevant inspections.

Although your returned parcel tracking may state ‘Delivered’ this doesn’t mean your refund will be issued instantly during busier periods.

 

UK orders
Returns must be paid by the customer, please return your item(s) to the following address:

True Decadence Online Store
Unit 8
Westpoint Enterprise Park
M17 1QS

Please ensure you obtain proof of postage and keep it safe along with your tracking number. If you need to make a compensation claim you will need to produce the proof of postage - without this, we will unfortunately not be able to assist you.

 

For – International orders only.

Please visit the Global-e returns portal at https://web.global-e.com/Returns/portal  
Enter your order number (beginning with GE) and the email address used to place the order.

 From there, the product(s) you ordered will be displayed and you can select which items you want to return.
You will then select your preferred return method.

• Standard Return provides you with return instructions and a return label with our address, but you will pay for the return separately with a courier of your choice.
• Express prepaid return provides you with return instructions and a prepaid return label.
  Please note: You don't pay this prepaid return separately; it is deducted from your refund. By using this returns waybill you consent to the deduction of the return post cost from your refund 

We endeavour to refund to your payment method within 14 days of you posting, following our relevant inspections. We process returns in the order we receive them, please allow the full provisional 14 days from you posting, before contacting us for an update.          

Exchange Procedure

Unfortunately, we are unable to offer an exchange at this time; please do return the item to us and we will be happy to give you a refund (see terms and conditions above) so that you can place your new order at your convenience.

Any True Decadence items purchased in any other stores or retailers cannot be returned, exchanged or refunded to True Decadence.com. They should be returned direct to the stores through which they were purchased.

Returns FAQ's

My item doesn’t fit can I exchange it for another size? Unfortunately, we're not currently able to exchange items. However, you can return the item selecting and you'll be refunded for this order within 14 days (See Returns T&C). You can then place a new order for the required size. Please note, you may have to make an additional payment for your new order including postage charges where applicable.

I have changed my mind can I return the item? Yes! You can return any unworn items that are in a re-saleable condition within 14 days of receiving the item. (See Returns T&C)

If I buy two sizes to try on can I send one back? Yes! You can return any unworn items that are in a re-saleable condition within 14 days of receiving the item. (See Returns T&C)