FAQ

Frequently asked questions

Where do you ship?

We ship to the United Kingdom, the United States, Canada and Germany. If your country is not offered at checkout, we cannot deliver there yet.

How much does shipping cost?

Shipping is free to the UK, the US and Canada on every order, with no minimum spend. For Germany, an insured tracked rate is shown at checkout and is free on orders over €58.95.

How long will my order take?

Orders are dispatched within 1–2 business days. Estimated delivery after dispatch is 5–10 business days, so most orders arrive within 6–12 business days of being placed. Carrier delays and customs checks can occasionally extend this.

Can I track my order?

Yes. Every order ships with tracking, and we email your tracking number as soon as the parcel leaves us. You can also use our Track Your Order page.

What is your returns policy?

You can return anything within 30 days of delivery, provided it is unworn and in its original condition. Email support@truenial.com before sending anything back and we will tell you exactly what to do. Full details are in our refund policy.

Who pays for return shipping?

If you are returning something because you changed your mind, you cover the return postage. If an item arrives faulty, damaged or is not what you ordered, we cover it — just send us a photo and your order number and we will sort it out.

When will I get my refund?

Once your return reaches us and has been checked, we refund to your original payment method. Depending on your bank or card provider, it can take a few business days to appear on your statement.

What sizes do you carry?

Most of our clothing runs from XS to 3XL, though the exact range varies by piece — the sizes available for any item are shown on its product page. Footwear is listed in EU sizes, typically 34 to 43. See our size guide for help choosing.