Returns / Exchanges
What is your return policy?
For online orders, we accept products in unused and unopened condition in original packaging for a full refund within 30 days of purchase. There is no restocking fee, however, the customer is responsible for the return shipping fees. Truessence maintains the right to deny approval of a refund for items that are believed to have been previously used. To initiate a return, please contact info@truessence.org for further instruction. Exchanges for products of equal value must be pre-approved by our team. The return item must be received before the replacement item will be shipped.
How long will it take until my refund is processed?
Once we receive your return, please allow 3-4 business days for your return to be processed and then up to 5-7 business days for your bank to post the refund to your account. You will receive an email when our team has processed your refund.
Can I return a product purchased at a store?
We do not accept returns from retailers other than truessence.org. Please contact the retailer directly to inquire about a return.
Orders
How can I cancel or adjust my order?
Please email us at info@truessence.org as soon as possible if you would like to cancel your order. Our warehouse processes orders quickly, but we’ll do our best to process your cancellation request. In general, we are unable to make changes or amendments to orders after they have been placed.
I received the wrong item/something is missing from my order.
Our apologies! Please email our Customer Service team at info@truessence.org so we can look into your order for you.
An item I ordered is out of stock
If an order is placed for an item that is out of stock in our warehouse, we will remove the item from your order and refund you the full amount.
I want to place an order but the item is out of stock. What do I do?
Due to the nature of small batch production, please allow for additional time for your much-loved items to come back in stock. Please write us using your email address to be notified once we are back in stock. We appreciate your patience!
Shipping
How long will it take for my order to ship?
Over 90% of our orders are processed within 1-2 business days. During certain peak times, including holidays, orders may take slightly longer to process and ship. Once your order has shipped, you will receive a tracking number via email. We estimate that you will receive your order within a few 1-7 business days of its ship date depending on your location, for example, shipments in Denmark take usually only 1-2 days.
Can you expedite my order?
At this time we are unable to provide expedited shipping.
How much does shipping cost?
For orders in most countries within Europe, shipping is EURO 10.00. In Denmark, DKK 45.00. We offer complimentary shipping on all orders over EURO 100.00, but this amount may vary during campaigns.
Where will my order ship from?
All orders are shipped from our warehouse in Denmark.
Do you ship to PO addresses?
We do not ship to PO addresses at this time.
My order has been marked as delivered but hasn’t arrived yet
If tracking shows that your order has been delivered but you cannot locate the package, kindly wait until the end of the day as packages can be marked as "delivered" while still in transit. Truessence is not responsible for packages that are lost, stolen, or misplaced by the carrier.