Question 1

Do you ship internationally?

Accepted Answer

TrueMart currently delivers to UK addresses only — including England, Scotland, Wales, Northern Ireland, the Scottish Highlands and Islands, and the Channel Islands. We do not ship internationally at this time.

Question 2

How long does delivery take?

Accepted Answer

Delivery times depend on the service you select at checkout:

• Standard Delivery (Royal Mail Tracked 48): Vendor dispatches within 2 working days, then Royal Mail delivers within 2–3 working days. Total: 4–5 working days.
• Express Delivery (Royal Mail Tracked 24): Vendor dispatches within 1 working day, then Royal Mail delivers within 1–2 working days. Total: 2–3 working days.
• Collect from TrueMart Store: Free — pay online and collect from our Bristol store once your order is ready.
• Collect from Seller: Free — available when all items in your order are from the same seller.

Working days are Monday to Saturday. UK bank holidays are automatically excluded and your estimated delivery date is adjusted accordingly. Delivery times may vary during peak festival seasons such as Diwali and Raksha Bandhan.

Question 3

How can I track my order?

Accepted Answer

Once your order has been dispatched, you will receive a tracking link via email automatically. You can also log in to your account and visit the order summary page to track your delivery at any time.

Question 4

What payment methods do you accept?

Accepted Answer

We accept all major debit and credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay and PayPal. All payments are processed securely through Stripe.

Question 5

Is it safe to shop on TrueMart?

Accepted Answer

Absolutely. We use SSL encryption across our entire website and all payments are processed by Stripe — one of the world's most trusted payment providers. We never store your card details on our servers.

Question 6

Can I return a product?

Accepted Answer

Yes — and you have two distinct sets of rights:

Change of mind (14 days): Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to tell us you want to cancel — for any reason. After telling us, you have a further 14 days to send the item back in its original condition with packaging and seals intact. We refund the original delivery cost (capped at our standard rate) within 14 days of receiving the return. You cover the cost of return postage.

Faulty or damaged items: Under the Consumer Rights Act 2015, you are entitled to a full refund within 30 days of delivery, or a free repair or replacement within 6 months. We cover return postage in these cases.

Some categories (perishables, custom-made items, sealed goods unsuitable for return once opened) are excluded from the 14-day change-of-mind right under CCR 2013 Regulation 28 — but they remain fully covered for faulty/damaged returns.

For full details, see our Return Policy at /return-policy.

Question 7

What if I receive a damaged or incorrect item?

Accepted Answer

Please email contact@truemart.co.uk as soon as possible with your order number, photos of the damage, and a brief description.

Reporting promptly helps us claim against the courier (their claim window is typically 72 hours). However, your statutory rights under the Consumer Rights Act 2015 are not affected by delay alone — you remain entitled to a full refund within 30 days of delivery, or a free replacement or repair within 6 months.

We cover return postage and either replace the item or refund you in full.

Question 8

Are your products authentic?

Accepted Answer

Yes. TrueMart sources products directly from authentic UK suppliers and verified manufacturers. We plan to expand to additional sellers through a vendor application process. If you ever receive a product that does not match its description, please contact us — under the Consumer Rights Act 2015 you are entitled to a refund, repair or replacement, and we will resolve it promptly.

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