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FAQs
Whatever your query is, we're here to help. From questions about your order, product information, our showroom address & opening times as well as how our loyalty scheme works.
Browse through our FAQs below to find the solution or answer to your question.
Orders
No, we are unable to cancel any orders once you have completed checkout and paid for your order. Please ensure you are happy with your order before proceeding to checkout.
No, once you have completed checkout we are unable to amend your order. Please make sure you double-check all products and quantities ahead of completing your order.
No, we are unable to amend your billing address once your order is placed. You must check that the information you have entered at checkout is correct ahead of placing your order.
We accept payment at checkout by credit & debit card, Apple Pay, Google Pay and Paypal.
You can also pay via a pre-purchased gift card.
Please double-check the promotional code entered is correct and that you haven’t exceeded any expiration date. If your promotional code is still not working please contact us at enquiries@truegrace.com.
Unfortunately, we cannot amend any orders once you have completed checkout, so we can’t add any promotional code for you. Please ensure you have added any promotional codes ahead of completing checking out.
Please check your basket hasn’t got any items that can’t be shipped to your region (such as room sprays). If you have checked this and still can’t checkout then please contact us at enquiries@truegrace.com.
~ We aim to dispatch your order as soon as we can. This can take up to 4 working days at busy periods. Once your order is dispatched you will receive a notification to confirm this.
~ UK mainland customers will then receive a notification from DPD with a tracking reference. International and non-mainland UK will receive a tracking reference from DHL.
~ Please note that if you have only ordered fragrance samples, these are sent via Royal Mail (non-tracked).
~ Please enter your tracking number on either the DPD or DHL site to check if they have attempted delivery, they could be holding it at a local collection depot for you. If you have done this and still don’t know where your order is, please contact enquiries@truegrace.com.
~ Please note: if you are ordering fragrance samples only, they are sent via Royal mail so you should receive them in the post.
No, we don't offer any gift wrapping service at present. We also don't offer any service to have your order gift boxed or wrapped in tissue paper. We do package your order in recyclable brown paper and compostable/biodegradable corn starch chips.
Delivery
Delivery costs depend on location. For a full list please click here. UK mainland orders under £50 are charged at £4.95 and international orders under £150 can range from £20 to £30, depending on location.
Please note: If you use a discount code which brings your order below the free delivery threshold, you will be charged for shipping. Please ensure your order after discount is above the free delivery threshold to qualify for it.
~ For UK mainland (England/Scotland/Wales) orders we offer free delivery when you spend £50 or more.
~ For Non-UK Mainland and International orders, we offer free delivery when you spend £150 or more.
Please note: If you use a discount code which brings your order below the free delivery threshold, you will be charged for shipping. Please ensure your order after discount is above the free delivery threshold to qualify for it.
Yes, we do. We ship to most locations across the world. Our full list of shipping rates can be found here. Unfortunately, we cannot ship to China or Russia at present. If you are trying to check out and you are getting an error after entering your address please contact enquiries@truegrace.com. Please note we cannot ship room sprays to addresses outside of the UK mainland.
Yes. We cannot ship any of our room sprays to addresses outside of the UK mainland.
~ For UK mainland deliveries we use DPD Local.
~ For Non-UK mainland and international orders, we use DHL.
~ For the free delivery of fragrance samples, we use Royal Mail.
Payment & Gift Cards
We accept Visa, Mastercard, American Express, Maestro, PayPal, Shop Pay, Google Pay & Apple Pay.
We also have an accelerated checkout, allowing us to save your customer payment and shipping information, so you can checkout more quickly when placing orders with us.
No, you'll incur no additional charges using these payment methods.
Select your chosen denomination from the e-gift card on the site and add to basket. You can then checkout as you normally would.
Once you have checked out you will receive an email, in addition to your order confirmation, with your e-gift card. You can then forward this onto the intended recipient.
Yes, all gift cards expire from 1 year after date of purchase. The expiry date is viewable on the email you receive once purchased and also via the “view gift card” link within this email.
You will receive an email with the gift card amount after you purchase (which will arrive within a couple of minutes of you completing checkout).This email will be in addition to your order confirmation email. You can then forward this email onto the intended recipient.
We can amend the delivery address within 30mins of purchase. Unfortunately, we cannot amend billing addresses once you order has been placed.
Unfortunately you can’t add the recipients email to checkout or set a date for them to receive. The purchaser will receive the gift card email and can forward this onto to the intended recipient with their own message.
All gift cards are non returnable and non refundable. Thy are valid for 1 year from purchase, and can be used in multiple transactions until the credit runs out.
Workshop gift cards can be used against an in-person candle workshop on any available date listed on the website. E-Gift Cards can be redeemed against any available product of your choosing on the site.
Stores
Our Showroom in Warminster, where you can sample our range, is open Monday to Friday 9am to 5pm.
Here you can sample our current range and also purchase discontinued products.
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Please note: you may need to ring the buzzer at the entrance so someone can let you in.
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Showroom Address is:
Crusader Park
Roman Way
Warminster
Wiltshire
BA12 8SP
Unfortunately we no longer have any of our own stores open. We do have a showroom based in Warminster where you can sample our current range and is open 9am to 5pm Monday to Friday.
If you would like to buy from us directly on our website, we offer free UK mainland shipping on orders over £50, a loyalty scheme where you earn points with every purchase and a free candle on orders over £60.
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We appreciate our customers sometimes want to see our products in person. Please Click Here to view our stockists.
We recommend contacting any stockist ahead of visiting to check they have the range you are looking for.
Please Click Here to view our stockists.
We recommend contacting any stockist ahead of visiting to check they have the range you are looking for.
Account
~ Firstly check that you have the right login details for your account.
~ If you have not signed in to your account since we changed to our new site, you may need to update your login details. Click the “forgotten password” button and follow the instructions.
~ If you are still having issues it could be because you either previously only checked out as a “guest” or your account has been inactive for some time. If this is the case, please contact enquiries@truegrace.com and we can send you an account activation link. Please make sure to include the full name and email address you are using to log in.
~ You can update your shipping address at checkout. You can either update in the Information section of checkout or you can update in the shipping section by simply clicking on the change button next to the shipping address.
~ If you are updating your billing address, this can be done on the payment page of checkout.
In our navigation, you will see an account option. Simply click on this and fill out your details in the register section.
Product Information
We use natural wax for our scented candles.
Our blend is mixture of renewable rapeseed wax (sourced in Europe and is GM-free) mixed with coconut wax (increasing the burn time) and small amounts of bees wax (remove's impurities and balances the consistency of the wax) plus our secret ingredient.
Our unique wax blend produces more oxygen than a typical paraffin or soy wax candle, leading to better air quality and very little soot.
Unlike our fragrance candle range, we use paraffin wax for our dining candles. The reason for using paraffin wax instead of vegetable wax is because it holds the colour and shape of the candle better. The dining candle would bend and drip when lit if we used the same vegetable wax as our fragranced candles.
No we don't use soy wax in our candles. Firstly there is deforestation as a result from creating soy farmland (the majority of soy wax imported into the UK is from South America). Secondly, a lot of soy in the market is genetically modified, which is something we as a business do not agree with. Thirdly it is not an amazing carrier of fragrance.
We prefer using sustainable rapeseed wax (sourced in Europe & is GM-free) as well as small amounts of beeswax and coconut wax.
You can read more about our wax blend and values here.
Yes, our toiletries are certified cruelty-free by Cruelty Free International as part of the Leaping Bunny Programme.
Our Hand & Body Wash is made using 99% natural ingredients and our lotions are made using 98% natural ingredients. Our toiletries range are free from nasty parabens, PEG's, petrochemicals and SLS.
Our unique blend of wax does contain beeswax (0.02%) so isn't vegan. We use beeswax because it removes impurities and balances the consistency of the wax, increasing the burn time.
You can read more about our wax here.
You can find instructions on how to use our candle refills here.
It is important to note that our candle refills have NOT been deisgned to be burnt on their own. You must always place the candle refill in a jar before lighting.
While our products have not been specifically designed or tested with pets in mind, we follow industry standards and guidelines to ensure their safety. We know that some essential oils are toxic to pets and all essential oils considered allergens for humans have been replaced by high quality synthetic fragrances in our scents. However, we cannot guarantee the same for pets.
A selection of our 5 Litre Hand & Body Lotion Refills are made to order. Please allow up to 7 - 10 working days for dispatch. Shop the collection here.
We offer free delivery to the UK on all fragrance samples. This includes both mainland and non-mainland addresses within the UK. Unfortunately, if you are ordering outside of the UK all fragrance samples are charged at the standard shipping rate. Please allow 3-6 working days for delivery.
Our room sprays are only available to purchase for UK mainland customers. We are unfortunately unable to ship outside of the UK mainland at present. This means that some of our gift sets are unable to ship outside the UK mainland as well. This is due to the cost of dangerous goods certification required to ship.
Our Packaging
Our shipping cartons are fully recyclable and we use natural, corn starch chips to fill the cartons. These are fully compostable and bio-degradable.
We do not use any polystyrene chips in our packaging.
Our diffuser refill bottles for both the Manor & Village range are made from 100% recycled materials.
You'll be pleased to know that when you are finished with them, they are also 100% recyclable as well.
Workshops
Please request any date changes at least 10 days ahead of your booked workshop. If you're ill or cannot attend the workshop last minute, please email enquires@truegrace.comso that we can let you know your options.
Note we can only change the date once so be sure the date you are changing this to is correct.
Workshop bookings are strictly non-refundable. However, if you are unable to attend the workshop, we will do our best to accommodate changes to your booking with at least 10 days’ notice via email before your booked slot at enquiries@truegrace.com.
Though we ask you to please arrive on time, we’re happy to accommodate latecomers up to 10-15 minutes past the class start time.
For full FAQs on our in-person candle making workshops, please CLICK HERE.
Returns & Exchanges
~ In the event that you are unhappy with your purchase, we do offer returns. You must contact us within 7 days of receiving your order via email at enquiries@truegrace.com. Please note that if you are returning goods for any reason other than the goods being faulty or incorrectly delivered you will need to cover the postage cost to get the goods back to us before we can issue a refund.
~ Please note: if you received a free gift with your order, you will need to return this as well.
Unless there is a fault with your product or there has been an error in what was delivered we do not offer free returns. To return any unwanted items you will need to ensure that the items you are returning are wrapped securely. For your protection, we recommend that you obtain a 'certificate of postage' from the Post Office, as we cannot accept liability for goods lost in transit.
We offer returns on unwanted items, as long as they remain in a re-sellable condition. For the full returns policy click here.
Please note: our mystery bundles and in-person workshops are non-refundable.
We ensure our order is properly & securely packaged when we send it to you. If, for any reason, your products have arrived damaged please contact enquiries@truegrace.com. Please make sure to provide us with your order number and images of any damage.
In the unusual case that your products are faulty, please contact enquiries@truegrace.com. Please make sure to provide us with your order number and images of the faulty product.
We pride ourselves on making high-quality items that are regularly tested and checked at every stage of production. If, for any reason, you are unhappy with your product please contact us at enquiries@truegrace.com. Please make sure to send photos as well as information on why you might be unhappy with your purchase.
Unfortunately we don't offer exchanges on gifts unless they are faulty.
In the event you have received a gift that is faulty, we are unable to offer a refund to you. We can, however, make a refund directly to the person who has purchased the gift originally and if this was purchased from our website or factory store.
If this is not suitable, we will be able to offer you an exchange for the faulty product. Please email us at enquiries@truegrace.com ahead of returning any item with photographs of the issue.
**Please note that if you have purchased your products via one of our stockists, you will need to arrange your return or exchange of the item(s) with them directly.
Loyalty Scheme
When you create an account with us, you will automatically join our loyalty scheme. Make sure you fully sign-up and create an account to be able to use the points you receive.
You earn 10 points for every £1 you spend with us online.
When you login to your account you will see a points section. This will give you a full overview of points earned. You will also notice that there is a rewards icon at the bottom right-hand corner of the screen. Simply click on this to see your total points, recent % off vouchers and ways to earn more points.
Simply log into your account and click on the rewards icon at the bottom right-hand corner of the screen. You will see your most recent voucher and the option to redeem it.
For more info on the Loyalty Points scheme, please click here.
Make sure you are using the correct email address. If you log in and order using a different email address, the points will show against that email address only.
Corporate Gifting
Yes, we do offer a discretionary discount for coroporate gifting. Please get in touch with us at enquiries@truegrace.com where we will be happy to advise. Please include as much information as possible when contacting us i.e. name of business, main point of contact at business, quantites you are looking to purchase, what products you are looking to purchase.
Please note there are minimum quanities you will need to purchase to qualify for any discount. We will aim to get back to all enquiries in 1 to 2 working days.
Gifts with purchase
To qualify for a free gift you need to meet all the requirements. Most free gifts are offered based on the amount of your order.
If you are looking to qualify for our fragrance Friday, ensure your order is £60 or more in total.
If you place separate orders totalling £60+, but each individual order is under the £60 per order requirement, you will not receive your free gift.
Yes, our Mystery bundles, gift cards and live candle workshops are excluded from receiving the free 20cl candle when you spend £60+.
In most instances your gift will automatically appear in your basket. If we are running a choose your own Fragrance Friday a pop-up will appear when you reach the required threshold - please ensure you select your candle from this and don't just click out of the pop-up.
Please check that you have reached the required threshold to receive the free product. The threshold to qualify for the free candle is exclusive of any shipping charges.
If all criteria have been met try adding and removing a product from your basket or, alternatively, refresh the page.
Ensure that once the free product is in your basket, you do not remove it as you will not receive it. If you are still having issues please contact us at enquiries@truegrace.com.
~ Firstly check that you have reached the required threshold to receive the gift with purchase. If you have removed any products and you are now under the gift with purchase threshold, your gift will automatically be removed.
~ If you are returning to your basket after a few hours or even days after adding products, check that the offer is still valid. This will be highlighted on the homepage. Due to high demand, we have to sometimes amend the gift. Therefore, if you leave your basket for a long period there is a risk the particular product advertised as gift with purchase at the time you originally put your basket together will no longer be available.
We update the products we give away as gifts with purchase on a regular basis so please make sure you purchase before the promotion ends. If you are purchasing within the offer period, we may have removed or changed the gift due to availability. Whilst we endeavour to meet the demand, this is not always possible. Our gifts with purchase will always be “while stocks last”. To ensure you get the product you want, make sure to check out.
Unfortunately, we can’t offer an alternative to the one being offered. It’s always best to be signed up to our mailing list where we regularly contact you with different available offers.
No, the free gift is sent to the address on the order, we cannot ship it to a different address.
**Please note that all gifts with purchase are subject to availability and can only be offered while stocks last. We reserve the right to remove and update the gift available without notice.