We hope that you will love your purchase or gift from TrulyKnickers.com. However, if you would like to return or exchange an item, please read our returns policy below:
We require that you return any new and unused item to us within 7 days (UK and International) of receiving the goods. As we are a small boutique and our priority is to provide an excellent personal service, if for some reason you cannot fulfil the 7 days turnaround, email us as soon as possible to let us know. We are happy to offer a refund or an exchange as long as the items have all their original labelling and are in their original packaging. New and unused means there are no marks on the item, it has not been worn or used, and is returned to us in perfect saleable condition. We will not accept returns for any non-faulty items that have been worn, washed, and/or tags removed.
There is no return or exchange on sale items or anything that is sold at a discounted price.
Please note, TrulyKnickers.com cannot refund delivery and/or shipping charges. Please also be aware that international customs duties and sales taxes are not refunded for shipments outside the EU.
If you are returning an item because it is unsuitable, we will not refund the postage you incurred when buying and returning the item. If you are returning an item because it is faulty, we will refund the postage paid by you both when buying and returning the item.
All items must be returned to the Truly Knickers shop at the responsibility of the sender. We recommend that you use recorded/registered delivery (with insurance) and obtain proof of postage. We cannot be held responsible for items lost, delayed or damaged when being returned.
Please note that returns or exchanges received outside the stated timescale of 14 days will not be accepted, unless previously authorized.
This returns policy does not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the Consumer Protection (Distance Selling) Regulations.
In the event of an exchange, items are subject to product availability and the customer will incur any delivery/shipping costs for returning items to be exchanged. We can only exchange an item for a different size, style, or colour depending on our availability. All exchange enquiries can be made by emailing email@example.com, putting RETURNS in the subject heading. Exchanged items can only be dispatched after the returned goods have been received and undergone a quality control check.
Once your package has been returned to us within the stated timescale, we will begin to process your refund request.
Each item will undergo a quality control check and once verified your refund will be made within 30 days. All undamaged, correctly returned items will be credited to the original customer’s credit or debit card including sales taxes for all EU country shipments, excluding delivery/shipping charges. As previously stated, international customs duties and sales taxes are non-refundable for shipments outside the EU.
Please note: If we receive your return in a condition which we feel is not fit for exchange or refund, we shall get in touch with you to discuss proceedings. We reserve the right to refuse an exchange or refund for any item sent back in a condition where the item has been used or damaged. If this is the case, the item will be returned to you. We will not accept any returns or exchanges for any non-faulty items that have been worn, washed, and/or with tags removed.
If someone has sent you a special gift from TrulyKnickers.com but it wasn’t quite right, then you can exchange it for a different size or colour, or a refund. Please be aware that any refund will be put onto the original purchaser's credit or debit card, and will not be refunded any shipping costs, taxes and import duties.
If someone has sent you a Truly Knickers Gift Certificate, it can only be redeemed by you, the recipient of that Gift Certificate as nominated by the purchaser. If the item(s) you order from us with a Gift Certificate costs more that the face value of the Gift Certificate, then you must pay the difference. If the item(s) cost less, the remaining amount will be kept on Truly Knickers until the next time you wish to spend it.
If you place an order at Truly Knickers with a Gift Certificate, and you would like to return or exchange the item, the right to return the item ordered with a Gift Certificate is subject to you complying with the obligations under our returns policy (please see above).
Customer service is a top priority for us. If you have any queries or questions you can contact us at: