FAQs

Q: Is it safe to buy from TrueFaceUK?
A: It is completely safe to buy from TrueFaceUK, we are a professional online retailer and we use a safe & secure online payment method moreover we have no quibbles return policy and our customer service team aim to reply all your queries as soon as possible.

Q: How long you will take to reply my message?
A: We strive to answer all our messages as quickly as possible and our average response time is 8 hours or quicker but sometimes it takes longer to answer a message due to nature of you query or if it is busy time. The waiting time could go as long as 24 hrs. Excluding weekend and public holidays

Q: Can I change my order Details once it has been confirmed?
A: We always try our best to accommodate every request of our buyers to make changes in the order i.e. Address, colour or size change etc. but we cannot guarantee this because we use automated order processing system and if your order is already processed or already left the warehouse, then we will not able to change your order. When you receive the item you can send us back for refund, buyer would responsible for postage cost.

Please make sure you double check your order information to confirm all the details are correct because we will not accept any liability or claim for not able to change your order details even if you have left a message.

Q: Can I cancel my order?
A: Yes, please contact us as soon as possible after placing your order through call or email. But if the order is already processed or already left the warehouse, in that situation, we will not able to cancel your order.

Q: What Happen, if I am not able to cancel my Order in time?
A: If the parcel is already dispatched, there is no need to worry; you can still send the item back for refund, terms and conditions apply.

Q: What form of payment do you accept?
A: We accept immediate payments via PayPal.

Q: I have not received my Order?
A: For UK Customer; if you parcel has a tracking number, it will have been given to you in your delivery confirmation email. You can track your parcel from there. But, if your order didn’t have a tracking number or you haven’t able to locate your parcel after the estimated delivery time, please contact us through eBay Messaging System.

For International Customers; normally all international orders have a tracking number which have been given to you in your delivery confirmation email. You can track your parcel form there but if you didn’t receive your parcel within the estimated delivery time and you aren’t able to locate your parcel, please contact us through eBay Messaging System.

Q: What happen if the Product I received is Wrong, Faulty or Damaged?
A: In this rare and unfortunate event of receiving wrong, faulty or damaged product, please immediately contact us through eBay Messaging System and the instructions will be provided accordingly to the situation to resolve the issue. (Please see the detail on "Return" Page)

Q: Can my Parcel be delivered on Saturday?
A: For UK Customer; some parcels may be delivered on Saturday, but we cannot offer any guarantee. If order placed on Friday for Next Day Delivery it would be Monday delivery.

For International Customer; some parcels may be delivered on Saturday but we can’t guarantee this because it varies with country to country courier company services.

Q: What happens if I am not at home to accept my delivery?
A: If item is too big for your letterbox or you are not present to accept delivery, the postal service will follow their usual procedure.

For UK orders it usually means a card is left to notify you of an attempted delivery and the item will be held at your local sorting office for certain period of time and if is not collected it would be sent back to us. In such case you would need to bear the postage cost to resend the item.

For International orders please refer to your local postal company for their standard procedure in case this differs to the UK. If is not collected it would be sent back to us. In such case you would need to bear the postage cost to resend the item.

Q: What is your return policy?
A: We are happy to accept returns within 14 days of the purchase date as long as the product is not worn or used and has all tags attached. (Please see the detail on "Return" Page)

Q: Can I Combine my order to save postage?
A:  We charge full postage cost for the 1st item purchased & for each additional item we offer discounted postage rate already added in system. It should be applied automatically once add to basket feature is used. If automated combined postage discount system does not work please pay full amount and send us a message we would refund the difference as soon as reasonably possible.

Q: Combine Postage Discount on International Orders or on Bulk Orders?
A: Any International Order which exceeds 2 Kg weight limit, on that order, we will not be able to give you any combine postage discount. If you want to buy a large quantity or want to place a bulk order then please contact our customer support team for the best possible postage cost before placing your order.

Q: I didn’t receive a Feedback?
A: Our feedback system is automated once you have left a positive feedback for us we will do the same for in 3-5 minutes by using eBay automated system. If you are not happy with our item or service then Please contact us first before leaving negative feedback, if you have any issue with your order, we always try our best to help out our customers in every possible way. Please keep in mind that leaving negative feedback helps nobody, neither buyer nor seller.

Q: How do I subscribe to your newsletter?
A: It is really easy & beneficial too as you will receive regular fashion updates and special offers. All you need to do is sign-up for an account and we will then automatically send you an email newsletter subscription confirmation. All you need to do then is confirm that you want to subscribe to us. From then on you will receive our newsletters!

Q: What is the address if I want to return my item?
True Face
Unit 2F Moss Industrial Estate
Rochdale
OL16 5LB
United Kingdom
(Please see the full return details on "Return" Page)

Q: How can I contact you?
A: you can easily contact us through eBay messaging system as it is secure and reliable.