We strive to make the ordering and shipping process as easy as possible for our customers. However, if you have any questions or encounter any other issues, please contact our customer service department. Below we explain how your order will be processed and delivered.
1. placing an order
The ordering process at Truft is as simple as possible. First, place the product you want in the shopping cart on the product page. To do this, click on the black "Add to Cart" button.
Here it is important that you check that you have selected the correct variants. If everything is in order, press the "Checkout" button. On the information page, enter the correct address. Make sure that all the information is filled in correctly. When this information is filled in correctly, you can press the "Proceed with shipping" button.
On the "Shipping" page, you can review the details of the address you entered. You can also notice that every shipment is delivered free of charge. As a thank you to our customers, we always cover the cost of shipping and delivery. You can now proceed by clicking on the "Proceed to payment" button.
In the payment options you can choose between several different payment methods. At truft.de, all payment options are SSL-encrypted, which means that you can always be sure to have a secure payment environment.
2. shipping your order
Found the perfect look or accessory on our website? Then you want to enjoy it as soon as possible! That's why we make sure your order is processed and shipped as soon as possible.
In order to charge reasonable prices for our products, we bundle packages in large quantities and once we reach our minimum order value, we ship all packages at once. We hope you understand this and want to help us create a better and healthier world.
Note: Like many other online stores, we are very busy and there may be delays due to the Corona crisis. Please take this into consideration when placing your order. We will do our best to deliver your order as soon as possible.
Below you can see the average delivery time for all our packages :
Once you place your order, it takes us 1 to 3 business days to process your order. During the week it takes one business day, but if you order on Friday night or on the weekend it may take a little longer.
Once your order is processed, it will be shipped. It takes an average of 5-10 business days for your order to be shipped.
If you have ordered an item from us, you can easily see when your package will arrive after a few days. You will be emailed a personal tracking code that you can use to track your order through our Order Tracking page.
Phone number: +49 32 222003623
3. delivery of your order
Once your order is delivered, you can enjoy it! Of course, something can always go wrong. Do you want to exchange or return the product? Take a look at this page.
The product is defective?
What a damage! Unfortunately, it may happen that your product is damaged during transportation. In this case, we always deliver a new package for free the first time, and unfortunately we cannot refund the money. Is it defective the second time? Then we will refund you the full purchase price.
Have you lost a package?
If a package is lost or undelivered due to logistical reasons, we will always send you a new package before proceeding with our refund and return policy.
Customs on importation
In some cases of our packages, customs will conduct an inspection of the package delivered to you. Unfortunately, this legislation has been changed as of July 1, 2021 and we have no control over it. It is possible that in some cases customs will charge a small amount for import duties. But do not worry about it! We find that in 99% of cases this does not happen. Are customs duties always charged? Please get in touch with us.
Delivery when you are away from home or the post office
If a package is delivered to your doorstep or dropped off at a post office, Truft has covered the cost of delivering the package. If the package is not accepted or picked up at the post office, it will be automatically returned to the supplier and we are entitled to deduct €15 from the invoice amount.
If you have any further questions, please contact us.