Frequently Asked Questions

Orders

Can I cancel my order?

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.

Can I amend my order?

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.

My promotion is not working?

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.

I forgot to add a promotional code, can I add it after my order is placed?

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.

I can’t proceed to checkout?

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.

How do I track my order?

~ 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).

I haven’t received my Order?

~ 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.

Delivery

How much does delivery cost?

Delivery costs depend on location. For a full list please click here. UK mainland orders under £30 are charged at £7.50 and international orders under £150 can range from £20 to £30, depending on location.

Do you offer free delivery?

~ For UK mainland orders we offer free delivery when you spend £30 or more. 

~ For Non-UK Mainland and International orders, we offer free delivery when you spend £150 or more.

What are the delivery time options?

Delivery times are set by the carriers we use. 

~ For UK deliveries via DPD you can usually expect your order within 3 working days from dispatch. 

~ Fragrance sample only orders sent via Royal Mail (for UK customers) can take up to 6 working days to arrive from dispatch. 

~ International orders vary by location. A full list can be found here.

Do you ship internationally?

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.

Are there any international restrictions on certain products?

Yes. We cannot ship any of our room sprays to addresses outside of the UK mainland.

Which couriers do you use to deliver?

~ 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.

Where do you ship from?

We ship from our warehouse in Wiltshire, England, UK.

Account

I am having trouble logging in?

~ 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.

How do I amend/update my address?

~ 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.

How do I subscribe to your newsletters and mailing lists?

You can do this in a few ways.

~ At the footer of our website is a box to enter your email address. Simply enter this and subscribe.

~ On the homepage, there is a pop-up to subscribe. Simply enter your email address and sign-up.

~ At checkout simply tick the box which states “email me for news and offers”.

Product Information

Fragrance Samples

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 3-5 working days for delivery.

Room Sprays

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.

Are your products Vegan?

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.

Do you use Soy Wax?

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.

Our Packaging

What do you use for packaging cartons?

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 in our packaging.

What bottles do you use for diffuser refills?

Our diffuser refill bottles for both the Manor & Village range are made from 100% recycled materials.

Returns & Exchanges

How do I return an item?

~ 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.

Do you offer free postage on returns?

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. 

What is your returns policy?

We offer returns on any unwanted items, as long as they remain in a re-sellable condition. For the full returns policy click here.

My products have arrived damaged, how do I contact you?

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.

My products are faulty, how do I contact you?

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.

I am unsatisfied with the product I have received, what can I do?

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.

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.

Gifts with purchase

My gift isn’t in my basket?

Your gift will automatically appear in your basket (unless stated otherwise). Firstly, check that you have reached the required threshold to receive the free product. If all criteria have been met try adding and removing a product from your basket. 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.

My gift has disappeared from my basket?

~ 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.

Why is the gift I want no longer 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.

I don’t like the gift being offered, can I swap this for a different one.

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.

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.

Loyalty Scheme

How do I view the points earned?

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.

How do I use the points earned?

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.