FAQs
Before contacting us, please take the time to read through our FAQs, which may give you the answer to your questions. If you cannot find an answer and would like to get in touch with us, please send an e-mail to: trulovinhelp@gmail.com
Q. When will my order arrive?
A. Most orders are processed within 2 to 4 business days of placing the order, with the exception of orders placed on weekends (Friday-Sunday); orders placed on weekends will be processed the next business day (Monday).
Once the order has been dispatched, you will receive an email confirmation with your tracking number to the email address provided on your order.
All orders are tracked from our nearest warehouse to your location. Once your order has been dispatched, you will receive an email with your tracking link.
We use our shipping partners such as: Royal Mail, Hermes and Yodel.
These are estimated times based on current shipping times*
USA, Canada: 7 - 10 working days
UK, Europe: 7 - 15 working days
Australia, New Zealand: 7 - 15 working days
*Times may vary due to busy shipping periods or national holidays and Covid-19*.
Q. Has my order been dispatched yet?
A. Orders are usually dispatched within 2-4 working days, sometimes sooner. You will receive a dispatch email when your order has been dispatched. Please check your SPAM/junk mailbox in case the email has landed there. If you can't find your dispatch email or think you've deleted it, contact us at trulovinhelp@gmail.com and we can let you know in real time whether your order has been dispatched or not.
Q. My item has arrived broken or damaged, what can I do?
A. If your product is damaged, please take photos and send them to us at trulovinhelp@gmail.com. We are not responsible for damage to boxes, crates or other packaging. We always make sure that we protect the product sufficiently. However, it is the responsibility of the carrier to handle the goods with care, we have no control over this.
Q. I have ordered 2 or more items, why have I only received one?
A. If you order multiple items at once, they may be dispatched separately as the products are dispatched from different warehouses owned by us. You may receive one item before the next. So don't panic if you don't receive all the items at once... You will get them!
Q. I need to cancel or change my order, how do I do that?
A. We always do our best to cancel your order, but if your order has already been dispatched or processed, we cannot cancel it.
If you want to change your order, please contact us as soon as possible. We will do our best to accommodate any changes if your order has not yet been dispatched. If your order has already been dispatched, we will not be able to amend the order, but we are always happy to receive a return if you wish to do so.
Q. My order still hasn't arrived, please help me?
A. Firstly, please do not worry, it is on its way. If your order is taking longer than 4 weeks to arrive after dispatch, please contact us and we will look into the matter for you. We urge you to allow this time before contacting us. We offer a money back guarantee or have your order returned.
Q. I have given an incorrect address for my order, can I change it?
If you have provided an incorrect delivery address for your order, please contact us as soon as possible. If your order has not yet been dispatched or processed, we can easily update your delivery address. If the order has already been dispatched or processed, there is unfortunately nothing more we can do.
Q. Why haven't I received a confirmation email after placing my order?
A. It is quite possible that our email ended up in your SPAM/JUNK folder, so please check there. If you still can't find the email and would like it resent, please let us know
Q. I don't have a tracking number, when will I receive it?
A. When you receive your dispatch email, in most cases it will be included. If not, you can email us at trulovinhelp@gmail.com for a tracking update. Please allow 1-3 days for the tracking to be updated in the carrier's system.
Q. What payment options are available?
A. We accept all major credit and debit cards through the Shopify payment system powered by Stripe.