Shipping policy

Where we deliver

We deliver to all 27 member states of the European Union: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

We do not deliver outside the European Union.

Territories outside the EU, such as Greenland, the Faroe Islands, French Polynesia, New Caledonia and the Dutch Caribbean islands, are not in our delivery area.

You can order from any country, as long as the delivery address is in our delivery area.

Shipping cost

Delivery is free. The price shown on the product page and at checkout is the total you pay, VAT included. Deliveries to the Canary Islands, Ceuta, Melilla, the French overseas departments, the Åland Islands, Mount Athos, Heligoland, Büsingen, Livigno and Campione d'Italia may be subject to customs or tax formalities, and local import taxes may be charged on arrival.

Delivery times

In-stock pieces

We dispatch in-stock pieces that have their Vaultik certificate within 1-2 working days of your order. Delivery then takes 2-4 working days from dispatch.

A piece without a Vaultik certificate yet is authenticated by Vaultik before dispatch, and its product page says so. We dispatch it within 1-2 working days of authentication, and delivery then takes 2-4 working days from dispatch. If it does not pass authentication, we cancel your order and refund everything you paid, in full, without undue delay and at the latest within 7 days of the authentication result.

Pieces sourced to order

Some pieces are sourced to order from our partners, and the product page marks them before you buy. They come to us first, so that our team can check them before they go to you. They reach you in approximately 15 working days from your order, and in any case no later than 30 days from your order.

Working days are Monday to Friday, excluding public holidays.

How your piece travels

  • Every parcel is tracked. We email you the tracking details when your piece is dispatched.
  • Every parcel is insured in transit.
  • A signature is required on delivery, so please make sure someone can receive the parcel at your delivery address.

Please check that your delivery address is complete and correct before you place your order. If you need to change it, contact us as soon as possible and before your piece is dispatched.

When your parcel arrives

The piece travels at our risk until you, or someone you name other than the carrier, take physical possession of it.

Please look at the outer packaging before you sign. If it is damaged or appears to have been opened, note this with the carrier if you can, take photos, keep all the packaging and contact us as soon as possible. This helps us settle the matter with the carrier quickly. It does not limit your rights.

If the piece itself is damaged or does not match its description, the legal guarantee of conformity applies for at least two years from delivery. Our Terms of service explain how it works.

If delivery is late or not possible

If your piece has not arrived within the delivery time above (for pieces sourced to order, at the latest 30 days from your order), please contact us and we will look into it with the carrier straight away.

If we do not deliver on time, you can give us an additional period that suits the circumstances. If we still do not deliver within it, you can end the contract. You can end it straight away if we have refused to deliver, if delivery on time was essential given the circumstances when you ordered, or if you told us before ordering that delivery by a certain date was essential. We then refund everything you paid without undue delay and at the latest within 7 days of your notice.

If, exceptionally, we cannot deliver a piece at all, for example because a partner can no longer supply it, we will tell you straight away and refund everything you paid without undue delay and at the latest within 7 days of telling you.

None of this affects any other rights you have under the law.

Returns

You can withdraw from your purchase within 14 days, counted from the day you, or someone you name other than the carrier, take physical possession of the piece. Use our online function Withdraw from contract here, or tell us in any other clear way, for example by email or letter. We send you the return address together with our acknowledgement of your withdrawal. You bear the direct cost of sending the piece back, and we recommend a tracked and insured service. The full rules and the model withdrawal form are in our Withdrawal and refund policy.

Questions

For any question about your delivery, write to us at hello@truetosoleedit.com, call or message us on +36 30 442 6547, or use our contact form or the WhatsApp chat on our website. How we handle complaints is explained in our Terms of service.

True to Sole Edit is operated by TRUE TO SOLE S.R.L., Str. Iosif Vulcan nr. 7, ap. 9, Oradea, jud. Bihor, România. Full company details are in our Legal notice.