Shipping policy

 

Last updated: October 16, 2025

Thank you for shopping with TrueWalk.

This Shipping Policy explains how and when your orders are processed, shipped, and delivered.

Order processing

All orders are processed within 1–3 business days after payment is received.

You will receive a confirmation email once your order has been placed, and another when it has been shipped.

Please note that during peak periods (such as holidays or promotions), processing times may take slightly longer.

Shipping times

We currently ship to customers across the United Kingdom and selected European countries.

Estimated delivery times (after dispatch):

  • United Kingdom: 7–14 business days

  • European Union: 7–15 business days

Delivery times are estimates only and may vary due to factors outside our control (e.g. customs delays, courier disruptions, or local holidays).

Tracking your order

Once your order has been dispatched, you will receive a tracking link via email.

Tracking updates may take up to 48 hours to appear after your parcel is shipped.

Shipping fees

Shipping costs are displayed at checkout. Occasionally we may offer free or discounted shipping promotions.

Delays & responsibility

We do our best to ensure timely delivery, but once an order has been handed over to the courier, delivery times are outside our control.

TrueWalk cannot be held responsible for delays caused by:

  • incorrect or incomplete delivery information entered at checkout

  • customs clearance procedures

  • courier or postal service disruptions

If your order is delayed beyond 30 business days, please contact support@truewalk.co.uk and we will investigate or arrange a suitable resolution.

Lost or damaged packages

If your package arrives damaged or does not arrive within the estimated timeframe, please contact us within 14 days of the expected delivery date.

We will open a claim with our logistics partners and, if confirmed lost or damaged, send a replacement or issue a refund.

Wrong address or failed delivery

Please double-check your shipping details before completing your order.

If an incorrect address was provided, we cannot guarantee redelivery or refunds once the order has shipped.

If a parcel is returned to us due to failed delivery (e.g. unclaimed at post office), a re-shipping fee may apply.

Customs, duties & taxes

Orders shipped outside the UK may be subject to import duties or taxes. These are set by your local customs authority and are not included in our prices. The customer is responsible for paying any applicable charges.

Contact

For any shipping-related questions, please contact:

📧 support@truewalk.co.uk