PLEASE NOTE DUE TO THE CURRENT ONGOING DEVELOPMENTS IN RELATION TO THE CORONA VIRUS WE APOLOGIES THERE WILL BE DELAYS TO SOME DELIVERY SERVICES.
RETURNS HAVE BEEN EXTENDED TO 28 DAYS
We currently provide the following delivery options when shopping with us online:
|UK Standard Delivery (2-3 Working Days) - Royal Mail Tracked.||£5.50|
UK Next Day Delivery - Royal Mail Tracked. Order before 3.30pm for next working day delivery.
|International - Royal Mail Tracked (5-7 Working Days).||£15.00|
No orders are processed on Bank Holidays.
At this time, we are unable to deliver to any PO Box addresses. UK deliveries to Northern Ireland, the Highlands, Islands and AB postcodes may take longer to arrive.
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.
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). *Due to the current circumstances surrounding COVID-19 we are extending our returns periods. All orders (subject to our returns policy) can be returned up to 28 days after the date of purchase.
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 email@example.com with your name and order number.
We endeavour to refund to your payment method within 14 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 Free Returns Procedure
Please re-package your item(s) securely and include this invoice as proof of purchase. Head over to the following Royal Mail website link, where you’ll be able to create and print your own trackable returns label: http://www.royalmail.com/track-my-return/create/3115
Fill in all required fields including your 4-digit order number, this can be found on your invoice in the top right corner under the invoice number. You’ll then be sent an email (please check spam/junk folder) with your printable returns label attached, and full instructions on what steps to take next.
An alternative QR code will also be provided in the email, this can be used on your smartphone to print your label at the post office itself, handy if you don’t have access to a printer.
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.
We currently only offer free returns to UK residents with the above procedure.
International Returns must be paid by the customer, please return your item(s) to the following address:
True Decadence Online Store
147 Great Ducie Street
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.
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.
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)