We want you to feel confident when choosing pieces for your home.
If something isn’t right, we aim to make the return process clear and straightforward. Return conditions can vary depending on the product and supplier, so please review the information below before sending anything back.
Below you’ll find practical information about return periods, conditions, return costs, refunds and damaged items.
You can request a return within 72 hours after receiving your order. Please contact us before sending anything back so we can provide the correct return instructions.
Returned items must be unused, undamaged, in their original condition and with all original labels attached. Please handle textiles, robes and slippers with care when deciding whether to keep them. Items showing signs of wear or use may not be accepted for return.
Contact TRUEHOUSE through our Contact page and include your order number and the item you would like to return. We will then provide you with the correct return instructions and destination. Please do not return an item without contacting us first, as our products can be shipped from different European warehouses.
Unless the product is damaged, defective or incorrect, return shipping costs are the responsibility of the customer. We will let you know the return cost before the return is arranged. If you received an incorrect or defective product, please contact us so we can resolve the issue.
Once the returned item has been received and accepted, your refund will be processed to your original payment method. Please allow approximately 3–7 business days for processing. Depending on your bank or payment provider, it may take additional time before the refund appears in your account.
Please contact us as soon as possible and include your order number and clear photographs of the damage and packaging. We will review the issue and arrange an appropriate solution. Do not return a damaged item before receiving instructions from us.
Most current TRUEHOUSE products can be returned when they meet the conditions above. However, personalised products and certain hygiene-sensitive products may not be eligible for return. Any product-specific exception will be clearly indicated before purchase.