Terms of Service

To register with truegrace.co.uk and purchase goods from our website, you must be over eighteen years of age. You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. You must give us your real name, address, phone number, email address and any other details that we may require to process your order. 

We reserve the right to decline a new customer registration or suspend a customer's account at any time and at our sole discretion.

You can place an order in several ways, either online, by email or over the telephone.
Non-acceptance of an order may be a result of one of the following:
The product you ordered being out of stock
Our inability to obtain authorisation for your payment
The identification of a pricing or product description error
Failure to meet the eligibility to order criteria set out in the Terms and Conditions

Shortly after you have placed an order with us by pressing the 'Place Order' button an email will be sent to you acknowledging the exact details of your order. Should you not receive an acknowledgement within 5 business days, please contact our Head office on +44 (0) 1985 210890 Lines are open Monday to Friday 9.00 am - 5.00pm (closed Saturday and Sunday) or via email on enquries@truegrace.com

Our Customer Care team are available Monday to Friday 9.00am - 5.30pm (closed Saturday and Sunday). Please call +44 (0)1985 210890

We take payment from your card at the time we receive your order, once we have checked your card details and stock availability. Payment must be made with a valid credit or debit card acceptable(including via our accelerated checkout options Google, Apple and Shop). The address at which the card is registered must be the same as your billing address. You can register a new payment card at any time, but the card associated with a given order cannot be changed once you have checked out. To ensure that your credit, debit or charge card is not being used without your consent, we will validate your name, address and other personal information supplied by you during the order process against appropriate third-party databases.

By accepting these terms and conditions you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered credit reference agency which may keep a record of that information. This is done only to confirm your identity: a credit check is not performed and your credit rating will be unaffected.

If you wish to cancel your order placed online or over the telephone, please contact our True Grace Customer Care Team by emailing us atenquries@truegrace.comstating your intention to cancel the order. In order to change the details of your order, you must notify us within 1 hour of your order being placed. It may not always be possible to stop an order from being dispatched as we endeavour to process orders immediately. Please have the order number and date the order was placed to hand. After this time we are unable to amend your order as we endeavour to process orders immediately. If you would like to cancel or amend your order or have any further questions about our cancellations policy please contact our Customer Care Team on +44 (0) 1985 210890

We hope you love your True Grace purchase, but if you want to request a refund, please find all the relevant details below.

The Returns Policy is for goods purchased on the website or over the telephone. We will only refund or exchange unused home fragrance products if they are returned to us in their original packaging and in a re-saleable condition. We hope that you will be pleased with your order. If you have any problems, please notify us by email at enquiries@truegrace.com, within 14 days of receipt of your order and returned to us within 28 days of purchase. 

If you would prefer to send a letter, correspondence should be sent to Arco England Ltd, Crusader Park, Roman Way, Warminster, Wiltshire, BA12 8SP.

If you return items for reasons other than defects in the goods, or incorrect delivery, you will be required to pay for the return of the item to us. Please ensure that the package is wrapped and boxed securely and 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. Replacement goods will be sent to you free of additional postage and packaging costs using our standard delivery tariff.

If you wish to return an item that you have received as a gift due to faults with the product, please note that 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. Once your return has arrived with us, please allow up to 3 - 5 working days for the refund to be processed into your bank account. Please email us at enquiries@truegrace.com ahead of returning any item with photographs of the issue. 

All returns should be sent to;

Arco England Ltd
Crusader Park
Roman Way
Warminster
Wiltshire
BA12 8SP

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. if you received a free gift with your order, you should return this to us also. 

In order for a promotion or offer to be applied to your order, a valid promotion code must be entered into the promotion code box on the basket page. True Grace cannot be held responsible for not discounting the order if a valid code has not been entered. If placing an order by telephone you must quote the promotion code before placing your order. 

To qualify for any free shipping threshold your order must be above the required threshold after any discount is applied. If you order comes below the required threshold after discount is applied you will be charged for shipping.

We reserve the right to remove promotional offers, including gifts with purchase, from your order if the criteria for the promotion have not been met.