Help

Acceptance of your Order

You can place an order in one of two ways, either online or over the telephone.

Non-acceptance of an order may be a result of one of the following:

  • The product you ordered being out of stock 
  • Our inability to obtain authorisation for your payment
  • The identification of a pricing or product description error
  • Failure to meet the eligibility to order criteria set out in the Terms and Conditions

 Online

Shortly after you have placed an order with us by pressing the 'Place Order' button an email will be sent to you acknowledging the exact details of your order. Should you not receive an acknowledgment within 5 business days, please contact our Head office on +44 (0) 1985 210893 Lines are open Monday to Friday 9.00am - 5.30pm (closed Saturday and Sunday). or via email
on enquiries@truegrace.co.uk

Over the Telephone

A member of our Customer Care Team will be delighted to help you place an order over the telephone, advise you on the range of merchandise we offer on our website and help you with queries about payment.

Our Customer Care team are available Monday to Friday 9.00am - 5.30pm (closed Saturday and Sunday). Please call +44 (0) 1985 210893 

Delivery

Provided that we have processed and received payment in full for the products, ownership of an item will pass to you once we have delivered the item to you (either directly, or by leaving it in a safe place or with a neighbour). When an item has been delivered, risk of damage to, or loss of the item passes to you. Please note that working days for us are Monday - Friday and do not include national UK bank holidays.

Please see below our shipping methods which are stock dependent:

(UK) Standard delivery (Interlink Express within 2-3 working days)  £5.00
Spend £50 and receive Free Delivery on all UK orders

For urgent orders please contact enquiries@truegrace.co.uk 

N. Ireland/ Channel Islands/ Scottish Islands (DHL Express 2-3 Working Day Service)  £14.95
Non Eu/ Eastern/ Southern Europe (DHL Express  2-3 Working Day Service)  £20.00
Central Europe (DHL Express 2-3 Working Day Service) £20.00
The Americas (DHL Express  2-3 Working Day Service) £30.00
Asia/ Australasia (DHL Express  2-3 Working Day Service) £31.00

Returns

The Returns Policy is for goods purchased on the website or over the telephone. We will only refund or exchange unused home fragrance products if they are returned to us in their original packaging and in re-saleable condition. We hope that you will be pleased with your order. If you have any problems, please notify us in writing, by fax or by email, within seven days of receipt of your order. 

Any correspondence should be sent to Arco England Ltd, Crusader Park, Roman Way, Warminster, Wiltshire, BA12 8SP 
Email : enquiries@truegrace.co.uk

If you return items for reasons other than defects in the goods, or incorrect delivery, you will be required to pay for the return of the item to us. Please ensure that the package is wrapped and boxed securely and for your protection we recommend that you obtain a 'certificate of postage' from the Post Office, as we cannot accept liability for goods lost in transit. Replacement goods will be sent to you free of additional postage and packaging costs using our standard delivery tariff.

All returns should be sent to;

Arco England Ltd
Crusader Park
Roman Way
Warminster
Wiltshire
BA12 8SP

Please note that if you have purchased your products via one of our stockists, you will need to arrange your return or exchange of the item(s) with them directly.

Call Us

01985 210 890

Enquiries

enquiries@truegrace.com

Wholesale

sales@truegrace.com

Web sales

websales@truegrace.com

PR

pr@truegrace.com

Head Office

Crusader Park
Roman Way
Warminster
Wiltshire
BA12 8SP