Refund Policy

Returns

We hope that you love your purchases, however if you are not completely happy and satisfied with your order, True will provide a refund, store credit or exchange to return requests made within 7 days of the shipment date for eligible products. Please note, sale items and discounted items by more than 15% are considered final and we will not accept any kind of return, refund, store credit or exchange for these items. We also do not accept any kind of return, refund, store credit or exchange for any jewellery, perfume, body products, lingerie and swimwear. 

In store purchases are valid for store credits only, and a return must be made within 7 days of purchase. No refunds are offered for in store purchases unless an item is faulty. 

Online returns are valid for refund, store credit or exchange if the return request is made within 7 days of the parcel being shipped. Shipping costs are non-fundable. If you receive a refund, the complimentary shipping fee will be deducted from the total refund. Please ensure that when you return the item, it is in its original packaging, unused with tags attached. 

LATE OR MISSING RETURNS

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at hello@truestore.co.nz

The Process

  1. Go to truestore.co.nz and login to your account via the “Account” tab in the top right corner
  2. Login your account using your email, this will send you an email with a code in it as your login 
  3. Once logged in, navigate to the “Orders” tab in the top right corner 
  4. Follow the prompts into the specific order and product to request a return for the product. 
  5. Once confirmed, you will receive a confirmation email for your request
  6. We will receive the request and either accept or decline, you will receive an email stating the outcome. If your request is declined, we will email to follow up. 
  7. If your request is accepted, please organise for your return to be sent to us at the following address:

ATTN: Returns

True Store 

302 Barton Street 

Hamilton, 

3204 

8. Once we receive your return back in store and we have inspected it, at our discretion, we will process your refund. The funds will be refunded back to the original payment method. Please allow 5-10 business days for this to be processed.