True Grace are makers of fine candles and beautifully perfumed products. As in any business, we have to get the legal bits right. So here are our terms and conditions which will apply if you are using this site and/or placing an order with us. Spend a few moments to read these terms and conditions as well as our privacy policy before placing your order. These terms apply to goods ordered via the internet or by phone. We reserve the right to amend these terms and conditions at any time but, in respect of any ordered goods, the terms and conditions which apply shall be those which you accepted when placing your order.
General online terms & conditions
Use of the website
To register with www.truegrace.com and purchase goods from our website, you must be over eighteen years of age. You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provided when registering, by updating your personal details. You must give us your real name, address, phone number, email address and any other details that we may require to process your order.
We reserve the right to decline a new customer registration or suspend a customer's account at any time and at our sole discretion.
Acceptance of your order
You can place an order in one of two ways, either online or over the telephone.
Non-acceptance of an order may be a result of one of the following:
The product you ordered being out of stock
Our inability to obtain authorisation for your payment
The identification of a pricing or product description error
Failure to meet the eligibility to order criteria set out in the Terms and Conditions
Online
Shortly after you have placed an order with us by pressing the 'Place Order' button an email will be sent to you acknowledging the exact details of your order. Should you not receive an acknowledgment within 5 business days, please contact our Head office on +44 (0) 1985 210893 Lines are open Monday to Friday 9.00am - 5.30pm (closed Saturday and Sunday) or contact us via email on enquiries@truegrace.com
Over the Telephone
A member of our Customer Care Team will be delighted to help you place an order over the telephone, advise you on the range of merchandise we offer on our website and help you with queries about payment.
Our Customer Care team are available Monday to Friday 9.00am - 5.30pm (closed Saturday and Sunday). Please call +44 (0) 1985 210893
Payment
We take payment from your card at the time we receive your order, once we have checked your card details and stock availability. Payment must be made with a valid credit or debit card acceptable to us. The address at which the card is registered must be the same as your billing address. You can register a new payment card at any time, but the card associated with a given order cannot be changed once you have checked out. To ensure that your credit, debit or charge card is not being used without your consent, we will validate name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered credit reference agency which may keep a record of that information. This is done only to confirm your identity: a credit check is not performed and your credit rating will be unaffected.
Order cancellations
If you wish to cancel your order placed online or over the telephone, please contact our True Grace Customer Care Team by: Calling +44 (0) 1985 210893 or email to us at enquiries@truegrace.com stating your intention to cancel the order. It may not always be possible to stop an order from being dispatched, as we endeavour to process orders immediately. In order to change the details of your order, you must notify us within 1 hour of your order being placed. Please have the order number and date the order was placed to hand. After this time we are unable to amend your order as we endeavour to process orders immediately. If you would like to cancel or amend your order or have any further questions about our cancellations policy please contact our Customer Care Team on +44 (0) 1985 210893
Returns
The Returns Policy is for goods purchased on the website or over the telephone. We will only refund or exchange unused home fragrance products if they are returned to us in their original packaging and in re-saleable condition. We hope that you will be pleased with your order. If you have any problems, please notify us in writing, by fax or by email, within seven days of receipt of your order.
Any correspondence should be sent to Arco England Ltd, Crusader Park, Roman Way, Warminster, Wiltshire, BA12 8SP
Email: enquiries@truegrace.com
If you return items for reasons other than defects in the goods, or incorrect delivery, you will be required to pay for the return of the item to us. Please ensure that the package is wrapped and boxed securely and for your protection we recommend that you obtain a 'certificate of postage' from the Post Office, as we cannot accept liability for goods lost in transit. Replacement goods will be sent to you free of additional postage and packaging costs using our standard delivery tariff.
All returns should be sent to;
Arco England Ltd
Crusader Park
Roman Way
Warminster
Wiltshire
BA12 8SP
Please note that if you have purchased your products via one of our stockists, you will need to arrange your return or exchange of the item(s) with them directly.
Promotions & discounts
In order for a promotion or offer to be applied to your order, a valid promotion code must be entered into the promotion code box on the basket page. True Grace cannot be held responsible for not discounting the order if a valid code has not been entered. If placing an order by telephone you must quote the promotion code before placing your order.
We reserve the right to remove promotional offers, including gifts with purchase, from your order if the criteria for the promotion have not been met. Please note, our current free fragrance sample offer is limited to one free product per customer and we reserve the right to cancel orders if this has been flaunted.