We currently provide the following delivery options when shopping with us online:
|DELIVERY OPTION||COST (GBP)|
|UK Standard Delivery (2-3 Working Days) - Royal Mail Tracked.||
( When you spend £100 and over- Enter code DELIVERY100) Standard Delivery (2-3 Working Days) - Royal Mail Tracked.
UK Next Day Delivery - Royal Mail Tracked. Order before 3.30pm for next working day delivery.
International - Royal Mail Tracked (5-7 Working Days).
Please note, no orders are processed on weekends, Bank Holidays, Christmas Eve and New Years Eve.
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 services 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. Due to the ever changing world of customs and duties, we're unable to provide accurate information on this.
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.
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 charged once the parcel reaches the destination country. 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 so we cannot give an exact figure of the fee you will incur. We advise you contact your local customs office for current charges before you order.
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 email@example.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 & International orders
Returns must be paid by the customer, please return your item(s) to the following address:
True Decadence Online Store
Westpoint Enterprise Park
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 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)