Quick answers to the questions we are asked most. Can’t find what you need? Get in touch and we’ll be happy to help.
Orders and payment
How do I place an order?
Browse our collections, add your items to the cart and go to checkout. You will see your delivery options and total before you pay.
What payment methods do you accept?
We accept the payment methods shown at checkout. Payments are handled by secure third-party providers, and we never see or store your full card details.
Can I change or cancel my order?
Email or WhatsApp us as soon as possible with your order number. If your order has not been dispatched yet, we will cancel or change it for you.
Shipping and delivery
How much is delivery and how long does it take?
Delivery charges and estimated delivery times depend on your address and are shown at checkout. Full details are on our Shipping & Delivery page.
How do I track my order?
Once your order is dispatched we will email you. You can also use our Track Orders page and enter your order number and billing email.
My parcel hasn’t arrived. What should I do?
Check your tracking first, then contact us with your order number and we will look into it with the courier.
Returns and refunds
Can I return an item?
Yes. You can cancel within 14 days of receiving your order. Items should be unused and in their original packaging. Sealed skincare and body care products cannot be returned once opened, for hygiene reasons. See Refunds & Returns for the full details.
What if my item is faulty or damaged?
Contact us as soon as possible with your order number and photos. We will repair, replace or refund in line with your consumer rights, and we cover the return postage.
When will I get my refund?
We refund within 14 days of receiving your return, to your original payment method. Your bank may take a few extra days to show it.
Products and skincare
How do I choose the right product for my skin?
Each product page lists its details and ingredients. If you are unsure, message us on WhatsApp and we will help you choose.
Should I patch test new products?
Yes, we recommend patch testing any new product before regular use, particularly if you have sensitive skin or known allergies. Stop using it and seek advice if irritation occurs.
Who do I speak to if I have a skin condition or allergies?
Please check with a healthcare professional before using a new product. Our product information is general guidance and not medical advice.
Account and help
How do I get in touch?
Email admin@trulybeauty.co.uk or message us on WhatsApp at +44 7402 639937. You can also use the form on our Contact page.
Where can I see my past orders?
Sign in to My Account to view your orders and update your details.