Delivery & Returns Policy
Clear, fair and wholesale-focused — everything you need to know about ordering, delivery, returns and refunds.
1. Delivery Policy
Order processing • Methods • Charges • Tracking • Bulk deliveries
1.1 Order Processing
All orders are processed within 1–3 business days after payment is received. Orders placed on weekends or public holidays will be processed on the next business day.
1.2 Delivery Methods & Timeframes
We deliver within the UK only and do not provide international shipping. We work with trusted courier partners such as DPD, Royal Mail, DHL and pallet delivery services depending on order size.
| Method | Estimated Delivery Time |
|---|---|
| Standard Delivery | 2–5 business days |
| Express Delivery | 1–2 business days |
| Pallet Deliveries | 2–4 business days |
1.3 Delivery Charges
Delivery fees are calculated based on weight, volume and delivery location. Pallet delivery charges will be confirmed at checkout or by quotation.
1.4 Bulk Orders / Pallet Deliveries
1.5 Order Tracking
Tracking details will be sent once the order has been dispatched.
1.6 Failed Delivery Attempts
If delivery is missed and returned to us, re-delivery fees will apply. Delivery charges are non-refundable for missed or refused deliveries.
2. Return & Refund Policy
What we accept, how to report issues and how we process refunds.
2.1 Eligibility for Returns
We only accept returns for damaged, defective or incorrect items. As a wholesaler, we do not accept returns for change of mind, unwanted items, or unsold stock.
2.2 Reporting Issues
Report issues within: 48 hours for damaged/defective items and 24 hours for missing items. Provide clear photos/videos and your order number when reporting.
2.3 Return Conditions
Returned items must be unused, in original packaging and in the same condition as delivered. We may decline returns if items do not meet these requirements.
2.4 Return Process
- Contact us with your order number and evidence of the issue
- Our team will review and confirm approval
- If approved, we will provide return instructions
- After receiving and inspecting the returned goods, we will arrange a replacement, credit note, or refund
2.5 Refunds
Refunds will be processed within 14 business days after we receive and inspect the returned items. Delivery charges are non-refundable unless we sent the wrong items. Refunds are issued to the original payment method or as a credit note (if requested and applicable).
2.6 Exchanges
Exchanges are only available for defective or incorrect items. We do not offer exchanges for different products, colours, or variations.
3. Cancellations
3.1 Before Dispatch
Orders can be cancelled within 2 hours of placing the order.
3.2 After Dispatch
Once dispatched, orders cannot be cancelled.
4. Contact Information
For all delivery, return, or support enquiries:
Privacy Policy (summary)
At TrueValeLuxe, we value your privacy and are committed to protecting your personal data. This is a short version — for full policy, please contact us.
1. Information We Collect
Name, business name, email, phone, billing & delivery address, order/account details, technical data (IP, browser, cookies). Payment info is processed securely by third-party providers.
2. How We Use Your Information
Process and deliver orders, manage wholesale accounts, customer support, improve site, legal/accounting needs. We never sell your data.
3. Legal Basis (UK GDPR)
Contract (orders), legitimate interest (operations), legal obligation and consent (marketing).
4. Data Sharing & Retention
We may share with payment processors, courier partners and service providers. Data held only as long as needed (usually up to 6 years for accounting/legal).
5. Your Rights & Cookies
You may access, correct, delete, restrict or withdraw consent for marketing. Cookies are used to improve website performance and can be disabled in browser settings.
Terms & Conditions (summary)
These terms govern purchases from TrueValeLuxe. By ordering you confirm you are a wholesale customer and accept these terms.
Wholesale Terms & Orders
We supply to registered businesses for resale. Orders must be paid in full before dispatch. We accept online payments, bank transfers and debit cards. Bank transfers must clear before goods are released.
Delivery & Returns (key points)
Delivery within UK only. Inspect goods on delivery and report issues immediately. Returns accepted only for damaged/defective/incorrect items; delivery charges non-refundable unless the error was ours.
Liability & Customer Responsibility
Our liability is limited to the value of the goods. Customers must ensure account info is accurate and orders are authorised.
