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Shipping & Return Policy
Last updated: November 2025
Shipping Policy
We ship worldwide! Orders are usually processed within 2–3 business days after confirmation. Delivery time depends on your location and the courier service. Once your order has been shipped, you’ll receive a tracking number by email or SMS so you can follow your package.
Shipping Costs
Shipping fees are automatically calculated at checkout and shown before you complete your purchase. Please double-check your address and contact details before placing your order, as we’re unable to make changes once it’s confirmed.
International Orders
All international deliveries may be subject to local customs duties, import taxes, or additional charges set by your country. These fees are the responsibility of the customer. If such fees are refused or unpaid, the order will not be eligible for return or refund.
Return & Refund Policy
Your satisfaction matters to us. If something isn’t right with your order, you can request a return within 7 days of receiving it — as long as the product meets the conditions below.
Return Conditions
• The item must be unused, unopened, and in its original packaging (including any wrapping, samples, or manuals).
• Returns apply only to items purchased directly from our official True Essence website.
• International orders are non-returnable and non-refundable.
• Products that have been opened, used, customized, or gifted as part of a promotion cannot be returned.
How to Request a Return
To start a return, contact our team within 7 days of receiving your order at:
📧 sales@truessenceco.com
📞 +971 4 346 5063
Once approved, you’ll receive return instructions. Customers are responsible for return shipping costs, and we recommend using a trackable courier service to ensure safe delivery.
Refund Process
When we receive and inspect the returned product, we’ll confirm whether your refund has been approved. Approved refunds are processed within 7–10 business days and sent back to your original payment method.
Shipping fees are non-refundable, and a return handling fee of AED 25 may apply for domestic returns.
Damaged or Wrong Items
If your order arrives damaged, defective, or incorrect, please contact us within 24 hours of delivery with photos of the item and packaging. We’ll replace it or issue a full refund at no cost to you.
Need Help?
Our customer care team is here to help.
📧 sales@truessenceco.com
📞 +971 4 346 5063