Return and refund policy

You have 30 days from the date you receive your order to request a return.

To be eligible, items must be:

- unused and unworn

- in their original packaging with any tags/labels attached

- in the same condition you received them

Please keep your order confirmation as proof of purchase.

 

How to start a return

Email support@truewalk.co.uk with your order number and a brief description of the issue. If your return is approved, we’ll send you a return authorisation, the return address, and instructions. Returns sent without prior approval can’t be accepted.

Return postage

 

- If we made a mistake (faulty, damaged or incorrect item), we’ll cover return postage or provide a prepaid label.

- For change-of-mind returns, return postage is the customer’s responsibility.

 

Damaged, faulty or wrong item

Please inspect your order on arrival. If anything is damaged, faulty, or incorrect, email support@truewalk.co.uk right away so we can put it right.

Hygiene & non-returnable items

For hygiene reasons, we cannot accept returns of items that have been worn, washed, or are not in their original condition/packaging. Gift cards and final-sale items are non-returnable.

Exchanges

The quickest way to swap an item is to place a new order for the size/colour you want and return the original item for a refund once approved.

EU 14-day cooling-off period

If your order is delivered within the European Union, you have 14 days from delivery to cancel for any reason. Items must be unused, in original packaging, with proof of purchase.

Refunds

We’ll email you when your return is received and inspected. If approved, a refund will be issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

If it has been more than 15 business days since your refund was approved, please contact support@truewalk.co.uk.

Need help?

We’re here for you: support@truewalk.co.uk