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Customer service
Our guaranteeAt Truly Sumptuous we are committed to providing an excellent service. We need to know if we can improve. If you have received or sent a product that you are not entirely happy with, feel free to email us enquiries@trulysumptuous.com and we will do all we can to put it right. Please always include your postcode/zip code and order number if applicable to help us deal with your enquiry more efficiently. Thank you.
Security policy and privacySecurity is a major issue for anyone purchasing on the Internet. You need to know that a website is legitimate and transactions are secure before you buy. To address these issues, Truly Sumptuous uses a variety of best practice measures to ensure that the site is secure and your details protected. Our secure server software digitally encrypts your credit card number. The encryption process takes the characters you enter and converts them into bits of code which are then securely transmitted over the Internet. For further information email enquires@trulysumptuous.com
PrivacyTruly Sumptuous will hold and process any personal information which you provide to us on this web site at the time of registering or ordering in order to facilitate and enhance our services to you. We may also use such information for the purposes of market research. Information is collected lawfully and in accordance with the Data Protection Act 1998.
From time to time we may make your personal information available to other carefully selected third parties who may provide details of offers which could be of interest to you. If you would prefer not to receive these please amend your account details options by selecting My Account and then My Details.
Delivery times, packaging and chargesNext day delivery to the UK mainland, Scottish highlands & islands, Northern Ireland, Isle of Man and the Isles of Scilly is available on certain products. If you require this service, please place your order with customer services by telephone on +44 (0) 20 7754 3738 (open 24-hours) and mention next day delivery at time of order. Please note, we do not currently despatch on Saturdays or Sundays. Standard delivery times are likely to be:
| Region | Delivery speeds |
| UK Mainland, Channel Islands and Republic of Ireland | 5-7 days |
| Western Europe | 5-10 days |
| Eastern Europe | 5-10 days |
| Middle East | 5-10 days |
| USA and Canada | 8-12 days |
| Far East and Australasia | 8-12 days |
| Rest of the World | 8-12 days |
Please note, we cannot guarantee international deliveries by a specific date and we do not currently despatch on Saturdays or Sundays.
How much does it cost to deliver?A standard packaging fee of £2.00 is added to every order. Delivery prices are automatically calculated using the weight of your order. See table below for details.
| Weight | UK Mainland | Channel Islands | Republic of Ireland | Western Europe | Eastern Europe | Middle East | USA and Canada | Far East and Australasia | Rest of the World |
| 100 – 150g | £1.27 | £1.27 | £1.27 | £1.45 | £1.45 | £1.45 | £2.07 | £2.07 | £2.07 |
| 150 – 200g | £1.27 | £1.27 | £1.27 | £1.69 | £1.69 | £1.69 | £2.48 | £2.48 | £2.48 |
| 200 – 250g | £1.70 | £1.70 | £1.70 | £2.02 | £2.02 | £2.02 | £2.86 | £2.86 | £2.86 |
| 250 – 300g | £1.70 | £1.70 | £1.70 | £2.23 | £2.23 | £2.23 | £3.43 | £3.43 | £3.43 |
| 300 – 500g | £1.70 | £5.40 | £6.60 | £17.30 | £19.45 | £18.10 | £17.75 | £23.25 | £20.10 |
| 0.5 – 1kg | £3.85 | £6.25 | £8.05 | £19.15 | £21.45 | £20.05 | £21.10 | £27.30 | £23.20 |
| 1 – 1.5kg | £4.95 | £7.10 | £9.50 | £21.00 | £23.45 | £22.00 | £24.45 | £31.35 | £26.30 |
| 1.5 – 2kg | £5.31 | £7.95 | £10.95 | £22.85 | £25.45 | £23.95 | £27.80 | £35.40 | £29.40 |
| 2 – 3kg | £6.50 | £9.15 | £13.65 | £26.00 | £28.80 | £27.65 | £33.80 | £42.90 | £35.50 |
| 3 – 4kg | £7.70 | £9.85 | £16.15 | £28.60 | £31.50 | £31.15 | £39.10 | £49.80 | £41.50 |
| 4 – 5kg | £8.22 | £10.55 | £18.65 | £31.20 | £34.20 | £34.65 | £44.40 | £56.70 | £47.50 |
| 5 – 6kg | £8.74 | £11.15 | £20.15 | £33.00 | £36.00 | £37.45 | £49.30 | £62.10 | £52.80 |
| 6 – 7kg | £9.36 | £11.75 | £21.65 | £34.80 | £37.80 | £40.25 | £54.20 | £67.50 | £58.10 |
| 7 – 8kg | £9.97 | £12.35 | £23.15 | £36.60 | £39.60 | £43.05 | £59.10 | £72.90 | £63.40 |
| 8 – 9kg | £10.34 | £12.95 | £24.65 | £38.40 | £41.40 | £45.85 | £64.00 | £78.30 | £68.70 |
| 9 – 10kg | £10.70 | £13.55 | £26.15 | £38.40 | £43.20 | £48.65 | £68.90 | £83.70 | £74.00 |
1. Our guarantee
At Truly Sumptuous we are committed to providing an excellent service. If you have sent, or indeed received a product with which you are not entirely happy, please contact us with your comments; we need to know if we can improve and will do all we can to put it right for you. We endeavour to respond to all complaints within 48 hours.
2. Truly Sumptuous food products may contain nut traces.
3. We take payment at the time of order, not necessarily the time of despatch. This is to ensure there are no last minute hitches to getting your order delivered on time.
4. Any offers we make are designed to be used independently and are not available in conjunction with any other offer.
5. No order is accepted by Truly Sumptuous until the order has been checked and approved. If there is a problem we will email you within 3 working days.
6. In the unlikely event that we cannot satisfy your order due to stock unavailability, we will contact you to offer you an alternative. However, if this would prevent us from meeting your required delivery date, we will send suitable substitutes of the same or higher value and contact you afterwards.
7. You may cancel orders for non food items at any time within 8 days of receipt without reason, for a refund of the full purchase price less postage and packing charges. This is conditional on the return of goods to us in their original packaging and good condition within 14 days of the date of cancellation. Returning items under this guarantee is the responsibility of the purchaser. We do not accept responsibility for return postage costs or items lost or damaged in transit to us or in any other circumstances beyond our control, except at our discretion.
8. We do not despatch on Saturdays or Sundays.
9. These Terms and Conditions do not affect your statutory rights.
Truly Sumptuous Ltd
25 Frinton Road,
London,
SW17 9EH,
England
Registered in England No 5644463
VAT registration pending
Bespoke serviceTruly Sumptuous can make special gift items, wedding favours and corporate gifts to your specification and preferences. Please contact our specialist advisors on sales@trulysumptuous.com for further details. Alternatively please call customer service on +44 (0) 20 7754 3738
Environmental policyWe believe that products you use on your skin should be pure enough to eat. Therefore, we use organic and FAIRTRADE suppliers wherever possible. Our products are free from genetically modified ingredients, parabens, synthetic colours and fragrances, petro-chemicals and nanoparticicles. We do not use chemically manufactured, synthetically made or nature identical ingredients. Truly Sumptuous is against animal testing.
Naturally, we use environmentally friendly packaging wherever possible and our product information is printed on recycled paper. As our products are handmade, the carbon emissions from our manufacturing processes are virtually nil. We are working with our suppliers and distributors to achieve zero carbon emissions status. Truly Sumptuous is a small company and has some way to go in these areas but we intend to do all we can to help reform non-ethical working practices in the cosmetics industry.
Ethical policyClick here to see our ethical policy
Recommended links:Aroma Tours: international spa holidays in places that smell fabulous
www.aroma-tours.com
Hotel Chocolat: the best chocolates we have ever tasted…bar none! www.hotelchocolat.co.uk
Tania Cheslaw: TV and radio therapist, highly accredited and specialising in hypnosis for birth, addictions, fears and worries, stopping smoking etc. Tania is also a Reiki and Seichem Master/Healer and works to enable individuals and businesses to achieve their full potential. www.taniacheslaw.co.uk
WEN: Women’s environmental network, lobbies for synthetic and harmful ingredients to be removed from cosmetics www.wen.org.uk
Trouble-shooting and FAQIf you are keying in details correctly but still can't login the next step is to reset your password. You can do this by clicking on the 'forgotten your password' link on the Log In page. You will then receive an email to the address you registered with that contains information you need to reset your password.
If you are still having difficulties then please email enquires@trulysumptuous.com with a description of the problem
Q: How can I be sure you received my order OK?
A: Every order receives a confirmatory email from us within 24 hours. If you do not receive one by this time, it could mean that we have not received your order. Or it could mean the email address you registered with is incorrect so the order confirmation cannot reach you. If you are in any doubt about your order please email enquires@trulysumptuous.com making sure you quote your postcode and/or order number. Alternatively you can use our Order Tracking facility on the top navigation bar.
Q: How do I add a new delivery address?
A: Once you have the product/s in your basket proceed to “Select Addresses”. Click on the link “Add to Address Book”. This will take you to a page where you can complete the recipient details. Once this is completed you will see the new address in the drop down menu for selection.
Q: How do I make an order to go to more than one address?
A: First load all the items you wish to buy into your basket. Then at the “Select addresses” stage you will be given the options of where to send each item. You will find a drop-down menu next to the product picture which allows you to choose the delivery address from your address book. To add a new address, just click on the link at the top of the page called “Add to address book”.
Telephone orders +44 (0) 20 7754 3738
Telephone orders opening hours 24 hours
Telephone customer service +44 (0) 20 7754 3738
Customer service opening hours 24 hours
Post: Truly Sumptuous, 25 Frinton Road, London, SW17 9EH, UK