Welcome to TruffleShuffle.com's help desk. If you have any questions about ordering from us, you should find the answers below but if not, please don’t be afraid to contact us.
You can e-mail our customer services team at email@example.com or you can give us a call on 0117 982 8884.
Because we source our products from a huge variety of different brands, sizing can vary from product to product so we’ve created custom size charts which appear on every product page to make choosing the right size for you as easy as possible. Find out more with our comprehensive sizing advice here.
If the item or size you’re looking for is advertised as ‘Back in stock soon,’ this means it will restocked in the near future – usually, within a month max. We recommend adding yourself to our update list by clicking on the “Notify Me” button next to the size you want and we’ll then email you as soon as the item is back in stock.
If the item is marked as ‘Sold Out’, unfortunately we are unable to restock this product. It’s worth checking out our recommendations for other items in your size though in case we have any suitable alternatives for you!
TruffleShuffle.com is based in the UK however we ship all over the world and you can see the full list of countries we ship to here. All our prices are displayed in Great British Pounds Sterling £ so if you’re an international customer, please make sure you bear this in mind when ordering with us. For more information about international deliveries please click here and for more information about international shipping costs please click here.
I’m afraid not. We’re an online clothing store which means you can shop with us 24 hours a day, from the comfort of your sofa - miles better than a shop!
If you would like to amend anything on a recent, pending order with us, please contact our Customer Services team as soon as possible, preferably by phone (leaving us a voicemail if out of hours.) Click here to view your order history.
If your order has already been dispatched, unfortunately we won’t be able to make any amendments to it for you however please don’t hesitate to give us a call and we can explain how to return an item to us if needs be.
Sincere apologies if you’re having any trouble placing an order with us.
Have you entered all your personal and payment details correctly before placing your order?
If so, please shoot us an email with as many details of the problem as possible or give us a call and we’ll look into this for you right away.
We provide estimated delivery dates for your order within our checkout so you can see exactly when your order should arrive. If your delivery hasn’t arrived on the stated date and you chose our next day or recorded delivery option, please refer to your order confirmation email which will contain your individual tracking number so you can access more details about your parcel.
Please also check for a ‘While you were out’ card from Royal Mail which means your Postman or lady has attempted delivery. This will include details on how to re-arrange your delivery or collect your parcel if you prefer.
If you selected our First Class Delivery option, please note that although 99% of our orders shipped this way arrive within 1-2 days, on some occasions, they can take up to 5 working days to arrive. If your order has not arrived within this timeframe, please get in touch and we’ll look into it right away for you.
If your order is being shipped to a European or International destination, please note that they can sometimes take up to 10 working days to arrive. If your order has not been delivered within this timeframe, please get in touch and we’ll look into it right away for you.
Step 1: Complete the returns section of your invoice which will have arrived with your order.
Step 2: Package up your returned item carefully and affix the returns address label provided on the bottom of your invoice. Please note this returns label is just an address label and does not cover any postage costs.
Step 3: Take your parcel to your local Post Office to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery.
As soon as we receive your returned item we will organise the exchange or refund for you the same day and email you to let you know that this has been arranged. For more information about returning an item to us for an exchange or refund please click here
If, for any reason there is a problem with your order, please accept our sincere apologies for the trouble and disappointment. Please contact us right away stating your name and order number and we will resolve this immediately for you.
To ensure you receive your order in time for Christmas, please pay careful attention to our last delivery dates below:
|Asia, Far East (including Japan), New Zealand||16:00GMT Wednesday 4th December|
|Australia||16:00GMT Thursday 5th December|
|Africa, Caribbean, Central & South America, Middle East||16:00GMT Friday 6th December|
|Cyprus, Eastern Europe||16:00GMT Monday 9th December|
|Canada, France, Greece, Poland||16:00GMT Tuesday 10th December|
|USA, Western Europe (excluding France, Greece, Poland)||16:00GMT Friday 13th December|
|UK Royal Mail Guaranteed Saturday Delivery||16:00GMT Friday 20th December|
|UK Royal Mail First Class Delivery||16:00GMT Friday 20th December|
|UK Royal Mail Recorded Delivery||16:00GMT Friday 20th December|
|UK Next Day or Nominated Day Delivery||16:00GMT Monday 23rd December|
For orders being shipped within the UK, we use 3 delivery methods, Royal Mail First Class, Royal Mail Recorded Delivery, Royal Mail Special Delivery (Guaranteed next working day, including Saturday).
For orders shipped outside the UK, we use Royal Mail’s Airmail and International Signed For service.
Royal Mail First Class - Usually delivered 2-3 working days after your order has been dispatched and your parcel should just pop through your letterbox so you don't even need to be at home.
Royal Mail Recorded Delivery - Usually delivered 1-2 working days after your order has been dispatched. This option provides a tracking number and proof of delivery once your parcel has been delivered. Your parcel will need signing for on arrival.
Royal Mail Special Delivery - This delivery option is guaranteed for next day delivery (including Saturday). Your parcel is trackable and will need signing for on arrival.
For orders being shipped outside of the UK, we aim to deliver to Western European destinations within 4-5 working days, Eastern European destinations within 6-7 working days and worldwide within 9-10 working days.
For all UK orders, we charge £2.95 if you want your order to be shipped via Royal Mail First Class, £3.95 if you’d rather it was shipped via Recorded Delivery or £6.95 if you choose Special Delivery, which carries a Next Day (including Saturday) guarantee.
If your order comes to over £40, you will qualify for free First Class Delivery.
If your order totals over £80, you will qualify for free First Class Recorded Delivery.
Shipping costs for orders which are shipped outside of the UK are calculated at the checkout and will depend on what has been ordered and where the item is being shipped to. You will however be notified at the checkout before you complete your order how much your shipping costs will be.
If your order is being shipped via Royal Mail First Class, then it will not need to be signed for and will be delivered straight into your letterbox.
If your order is being shipped via either Recorded Delivery, Special Delivery or Saturday Guaranteed Delivery it will require a signature upon receipt from either yourself or someone else at your address. If you're out when your postman tries to deliver your mail, they will leave a 'We're holding an item of mail for you' card at the delivery address. This card gives you the address and opening hours of your local delivery office, so you can pop in and pick up your mail, or you can telephone them and ask for your mail to be redelivered when you'll be in.
We can deliver to the following countries:
Unfortunately we are not able to ship to PO boxes.
Yes we can, simply enter your BFPO address details into our shipping address field making sure you select UK as the country. You will then be charged the standard UK delivery rate.
It is your obligation to enter the correct delivery address details at the time of ordering. If you enter the wrong address when ordering, your package may be returned to us by Royal Mail in which case we will let you know straight away. You will then be charged for resending the item(s). Should you enter the wrong address and your order doesn't arrive either with yourself or with us, we are not obliged to re-send the order at our expense. Please reduce the risk of this happening by entering your full and complete postal address. If you make a mistake and enter the wrong details, please contact firstname.lastname@example.org immediately.
If an order is returned to us by Royal Mail as a result of either an incorrect address, a customer's refusal to accept the delivery or failure to acknowledge cards left by Royal Mail, the customer will be responsible for the costs incurred to re-send the order. We will charge £2.95 to re-send the order via Recorded Delivery.
Unfortunately we cannot. First Class parcels should just fit through your letterbox and all parcels requiring a signature on arrival will need to be signed for upon receipt at the delivery address.
Any additional charges for customs clearance must be borne by the recipient. Any customs or import duties are levied once the package reaches its destination country and so TruffleShuffle.com has no way of knowing what particular customs and import charges may be in force at any time in any country.
Unfortunately orders cannot be collected from our warehouse.
We know that some of you are more organised than others when it comes to your Christmas shopping and so we have extended our Returns Period to allow you to return any unwanted or incorrect gifts to us for an exchange or a refund after Christmas.
Any item purchased from 1st October 2013 can be returned to us until Friday 10th January 2014.
We can only accept items returned to us within 30 days from the date your order was despatched. All items must be returned to us before a refund or replacement is issued. Please don’t use scissors to open your package, you are able to just tear the packaging open. Returns with scissor marks will not be accepted. Items must be returned to us in an unworn and unwashed condition, deemed fit for resale. Please be very careful when trying products on, for example, please ensure you are not wearing makeup, perfume, deodorant or antiperspirant which may leave marks on the product as we will not be able to arrange an exchange or refund for any item returned to us with any marks or stains. Please thoroughly inspect any item you order from us on receipt as we will only accept products returned to us in their original condition and fit for re-sale unless we have been given prior notice that an item is faulty. Delivery charges are non refundable unless the item purchased is faulty or incorrect. A polite request, please fold returned items neatly before sending them back to us.
Please complete the returns section of your invoice which will have arrived with your order. Please make sure you fill in all your details as required so that we can link your return with your original order. If you have misplaced your invoice please include a short note including your name and order number and let us know if you would prefer an exchange or a refund.
Package up your returned item carefully and stick the returns address label provided on the bottom of the invoice to your parcel. Please note this returns label is just an address label and does not cover any postage costs.
All you need to do now is take your parcel to your local Post Office to arrange for them to send it to us. As the returned item is your responsibility until it reaches us, for your own protection, we do recommend that you send the parcel using a delivery service that insures you for the value of the goods such as Royal Mail Recorded Delivery.
As soon as we receive your returned item we will organise the exchange or refund for you and email you to let you know that this has been arranged.
We will process your return within 3 working days of receipt however the vast majority are processed the same day they are received. You will receive an e-mail to confirm your return has been processed and your exchange shipped. Please expect it within 2 working days from when the e-mail was received. If you have not received it within 5 working days, please contact us.
We will issue your refund within 3 working days of receipt of your return. Once the refund has been processed, you will receive an email confirming this. Please then allow a further 3 working days for the refund to be credited to your card, this is dictated by your bank or card issuer. Delivery charges are non refundable unless you have received an incorrect or faulty item from us.
If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail email@example.com quoting your name, order number and details of the product received. We will then advise on how to proceed. You have 30 days from receipt of the faulty item to return it to us.
If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail firstname.lastname@example.org quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed. You have 30 days from receipt of the incorrect item to return it to us.
If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level.
Under the United Kingdom’s Distance Selling Regulations you have the right to cancel your order for any item purchased from TruffleShuffle for a full refund. This does not apply to items that cannot be returned for hygiene reasons or have been unsealed. Order cancellations must be made in writing, quoting your name, address and order number, within 7 days of delivery of your item(s) by post to the address above. Once you have cancelled your order, the goods should be returned to the same address, in their original condition, within 14 days of receipt. The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Both our offices and warehouse will be open on the following days over Christmas. We will be here to sort out any returns or exchanges so feel free to get in touch with us if you need a hand with anything. You can call us on 0117 9828884, e-mail us at email@example.com or Chat To Us Live using the links around the site.
|Monday 23rd December||9am-5pm LAST DAY FOR XMAS DELIVERY (Please select Next Day or Nominated Day Delivery to receive in time for Christmas)|
|Tuesday 24th December||10am-3pm We are here to answer any queries but please note any orders dispatched today will not arrive in time for Christmas|
|Wednesday 25th December||CLOSED|
|Thursday 26th December||CLOSED|
|Friday 27th December||9am-5pm|
|Saturday 28th December||CLOSED|
|Sunday 29th December||CLOSED|
|Monday 30th December||9am-5pm|
|Tuesday 31st January||10am-3pm|
|Wednesday 1st January||CLOSED|
|Thursday 2nd January||9am-5pm|
|Friday 3rd January||9am-5pm|
If the size that you are looking for is advertised as ‘Back In Stock Soon’ then it is highly likely that it will be available again, generally within the next month or so. Please add yourself to the update list by clicking on the ‘Notify Me’ button and entering your e-mail address and we will then be in touch as soon as it is available to order. Please note - we recommend that you place your order as soon as you can when you receive our ‘Back In Stock’ e-mail as popular items do tend to sell out quickly when they’re restocked.
If the size that you are looking for is no longer showing on the product page then unfortunately we are unable to restock it so apologies for the disappointment.
Of course – please feel free to either give us a call, drop us an e-mail or chat to us via Live Person and we should be able to help recommend the right size for you. Alternatively, we have included comprehensive size guides on all our product pages which you can refer to.
It’s easy, you can use our Refer A Friend offer which can be found on every product page. Just click on the ‘Share with your friends’ button and you can email your friends to introduce them to TruffleShuffle.com. They will receive an email with a discount code and a message from you to let them know you have recommended TruffleShuffle.com to them. If they create an account and place an order using the discount code within 2 months, not only will they get 10% off their first order but we’ll also automatically credit your account with 10% off your next order. Everyone’s a winner!
Unfortunately we can’t print one off or custom tees however we do love to hear your ideas for new products so please send us an e-mail with your suggestions.
This probably means that the product is temporarily out of stock. Items that have featured in the press usually sell out incredibly quickly but we try and re-stock them as soon as possible. If you would like further information about a specific product, please e-mail our customer services team with the name of the item you are interested in as the subject of the mail. We will then get back to you as soon as we can with as much information as possible.
|Persistent Cookies for Site Analytics and Performance|
|DoubleClick||This cookie is used by Google to report to us how the adverts shown on TruffleShuffle.com are performing. User data is all anonymous.||Anonymous (ad serving domains, browser type, demographics, language settings, page views, time/date), Pseudonymous (IP address)||http://www.google.com/policies/privacy/ads/|
|AdWords Conversion||This cookie is used by Google to report to us how our external Google advertising is performing, and when a sale is made after a user has clicked an advert on Google or it's advertising network partners||Anonymous (browser information, time/date, web requests), Pseudonymous (IP address)||http://www.google.com/policies/privacy/|
|Analytics||We use this to understand how our website is being used in order to improve the user experience. User data is all anonymous.||Anonymous (ad serving domains, browser type, demographics, language settings, page views, time/date), Pseudonymous (IP address)||http://www.google.com/intl/en/analytics/privacyoverview.html|
|AdCenter||Microsoft||This cookie is used by Microsoft to report to us how our external Bing advertising is performing, and when a sale is made after a user has clicked an advert on Bing or it's advertising network partners||Anonymous (browser information, time/date, web requests), Pseudonymous (IP address)||http://advertising.microsoft.com/advertising-online|
|Recommendations Engine||Peerius||We use Peerius' Recommendations Engine to analyse visitor's product choices and recommend products based on similar user's browsing journeys. With ever growing numbers of products, we hope that this technology will show you the most relevant products.||Anonymous (details of visits to our website and the pages and resources that are accessed, including, but not limited to, traffic data, location data and other communication data that may assist us in understanding how visitors use this website)||http://www.peerius.com/privacy_policy.aspx|
|Facebook Connect||We use this plugin, which, if logged in to your Facebook account, will display your comments on our products under your Facebook profile.||Anonymous (browser type, location, page views), Pseudonymous (IP address, "actions taken")||http://www.facebook.com/policy.php|
|Facebook Social Plugins||We use the Facebook button on our website to allow you to share specific product pages with your Facebook friends.||Anonymous (browser type, location, page views), Pseudonymous (IP address, "actions taken")||http://www.facebook.com/policy.php http://www.ghostery.com/apps/facebook_social_plugins|
|Google +1 Button||We use the Google +1 button on our website to allow you to share specific product pages with your Google+ friends.||Anonymous (browser information, time/date, web requests), Pseudonymous (IP address)||http://www.google.com/policies/privacy/|
|Pinterest Button||We use the Pinterest button on our website to allow you to pin our products to one of your Pinterest pinboards||Anonymous (browser, page views, date/time, interaction data)||http://pinterest.com/about/privacy/|
|Twitter Button||We use the Twitter button on our website to allow you to easily generate tweets with links to your favourite products on our website.||Anonymous (ad clicks, browser type, mobile carrier, page views, referring URLs, time/date), Pseudonymous (IP address, search queries, "tweets"), PII (device and application IDs)||http://twitter.com/privacy|
We have tried to make shopping with us as simple and easy as possible! You can shop with us in several ways and hopefully the site should guide you through the ordering process but if you get stuck, try the following...
Shop by Gender - Click on our Men’s, Ladies or Kids logos which you’ll find at the top left hand side of the site and this will show you all the relevant products with the option to then filter your search by Gender, Style, Size, Colour, Price or Brand.
Shop by Genre – If you’d prefer to shop by your favourite genre, so ‘Cartoons’ for example – you can use our ‘Browse By Genre’ facility which you’ll find at the top left hand side of every page. Simply click on the category which you are interested in and you will be shown all the products in that category along with the option to drill down your selection even further into individual ‘Cartoons’ so 'Bananaman' for example. Again you can then use our ‘Filter These Results By..’ facility to narrow your search even further whether it be by a specific colour, style or brand.
Quickly Browse – You can also use our ‘Quickly Browse’ feature which you’ll find at the top of every page. This gives you an overview of all the Cartoons, Movies, TV Shows etc that we have available at a glance. Simply click on the one you want and it will take you straight there.
Search – If you are looking for a specific product, simply use our ‘Search’ box which you’ll find at the top of every page and this will take you straight to the item you’re looking for.
Search By Celebrity – Follow the links to our ‘Celebrity Gallery’ which you’ll find within our ‘Extras’ section on the right hand side of every page. This will allow you to see all the products which have been seen on various Celebrities along with the option to click to buy.
Hope that helps but if you get stuck – don’t hesitate to get in touch! Remember we can take your order over the telephone as well!
You can either order over the telephone by calling our customer services team on 0117 982 8884 or you can order online and further details of how to do this can be found below.
When you have found something you want to purchase, just select the size you need, you may want to refer to our size guide for further information and then click on the 'Buy’ button to add it to your shopping trolley. Once you have finished shopping, simply click on ‘Checkout’ which can be found at the top right of every screen, if you already have an account with us you will then be asked to log in with your e-mail address and password, if you are a new customer then simply click on ‘Create Account’.
To review the contents of your basket before you buy, simply click on ‘Basket Contents’ which can also be found at the top right of every page. This will allow you to review the items in your basket and these can be removed or changed at any time. To remove an item from your basket, tick the box on the left hand side of the product and press 'Update', to amend the quantity of products you have ordered, change the number in the box to the right of the product and press 'Update'.
Once you are happy with your order, simply click on the ‘Checkout’ button. You will then need to select your delivery method and just make sure you have entered the correct delivery address before following the on screen instructions to complete your order.
If your order is placed before 4pm during a working day, it will be shipped the same day for you and then depending on your selected delivery option, it should then arrive with you within 1-2 working days (UK orders only) so your order should be delivered to you very quickly! Although our First Class and Recorded Delivery parcels are usually very quick to arrive they can sometimes take up to 5 working days to be delivered and so if you have still not received your order in this time please contact us by email at firstname.lastname@example.org or phone us on 0117 982 8884.
If you have any other questions about ordering from us, you should find the answers below in our Help Desk section but if not, please don’t be afraid to contact us. You can e-mail our customer services team at email@example.com or you can give us a call on 0117 982 8884.
We will ask you to register with us before you place an order but only so that we know who you are and where to ship your order. This information will be stored securely, but only so that you won’t need to enter it again if you make any future orders with us. We will never pass this information onto anyone else so please rest assured that your details are safe with us.
This may be because when you registered with us, you used an alternative or mis-spelt email address? You must use the exact email address and password combination which you used to create your account with us in order to log back in to the site.
Or perhaps you have forgotten your password? If so, then simply click here or on the ‘Password Forgotten’ link which you can find on the log in page. We will then e-mail you a new one.
If for any reason you are still having problems, please contact us and we will be able to resolve your query straight away for you.
Ordering over the internet with TruffleShuffle.com is the safest and most secure method of paying however we completely understand if you would rather place your order over the phone. In this case, please just give our team a call on 0117 982 8884 and they will take your order.
We accept the following credit/debit cards. All transactions are processed in £GBP. Unfortunately we cannot accept payment via the following methods: American Express Cheque Postal Order Payment on Delivery Payment by installments Bank Transfer Irish Laser Card
When you reach our final checkout screen and your order is submitted, we will immediately contact your bank/card issuer for authorisation to take payment from your account. If the payment is authorised by your bank/card issuer, you will receive an e-mail within a few minutes confirming your order, and payment will be taken shortly afterwards. If for any reason we have a query with your order, we will get in touch as soon as possible to explain the problem. If we are unable to resolve the query for any reason and cannot dispatch your order, a full refund will be issued back to your card.
Please ensure you have entered all of your details exactly as they appear on your card. One small typing mistake may be the cause of your problem. You also need to make sure that your billing address (where your statements are sent) is correct as this will be used to validate your details. If however you are sure your details are correct but you are still having troubles, please contact our customer service team who will look straight into this for you.
Once you have placed your order and entered all your card details you may be directed to another secure screen to confirm your card details and enter a secret password. This is perfectly normal and has recently been introduced as a legal requirement for online retailers in connection with the banks to try to reduce online fraud. The idea is that you set up a secure and secret password to go with your card details and then every time you use your card details on the internet the transaction will not be completed without this password, it is a bit like chip and pin for online shopping. Once you have been directed to this screen you will see the padlock symbol somewhere on your screen to confirm you are still within a secure and certified site.
This is a fantastic measure to help cut down online fraud and make it a safer online shopping experience for us all.
If you haven’t yet received an e-mail from us to let you know that your order has been dispatched, then it may be possible to amend it. Please contact our customer services team straight away preferably via telephone at 0117 982 8884 so that we can get your order changed straight away.
Your safety is incredibly important to us and to protect your details, we utilise industry-standard Secure Socket Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. This ensures that your transactions are secure and your information cannot be hi-jacked or redirected to anyone. Look for the yellow padlock on your screen as you enter the Checkout section of our site.
Absolutely not! If you have bought something from us we will have your email address, phone number and address stored on our system. Information like this is only used to help us deliver the parcels and contact you, rest assured we will never pass this onto a third party.
If you contact us with your order number and a valid discount code, a partial refund can be issued to you for the value of the discount, before delivery charges. If you are having any other problems using your code, please contact our customer service team who will look straight into it for you.
This order is PENDING: This means that we have received your order successfully and it is waiting to be shipped. If you need to change any part of your order, you will need to let us know at this stage.
This order has been DESPATCHED: This means that your order has been shipped and is on the way to your door. Depending on the delivery option you have chosen, it should then be with you within 2 working days.
The order is PROCESSING. Unfortunately, there is a problem with your order. Our customer services team will have tried to contact you by telephone and/or email. If you have not heard from us and your order is processing, please call us on 0117 982 8884.
No, we do not have a catalogue available but our full range can be viewed online.
TruffleShuffle.com only collects essential customer information for order fulfilment. We are totally committed to protecting the privacy of everyone who visits our website and makes an order with us. We will not disclose information about our customers to third parties except where it is a necessary part of providing a service to you. We will never rent or sell your name, address, e-mail address, credit card information or personal information to any third party.
Your details are stored safely and securely, and you have the right to request us to remove all details about yourself at any time. If you have purchased (or attempted to purchase) from our store, subscribed to one of our newsletters and entered any of our competitions, we may occasionally update you via e-mail however you are free to unsubscribe at any time by following the link marked "UNSUBSCRIBE" at the bottom of any e-mail you receive from us, or by emailing us directly at firstname.lastname@example.org. Alternatively, you may unsubscribe by telephone by calling 0117 982 8884 during office hours, or you can unsubscribe by post, by writing a letter to TruffleShuffle.com, 7 Third Way Corner, Bristol, BS11 9HL requesting your details to be removed from our systems.
To ensure your financial security, at TruffleShuffle Retail Ltd we outsource credit and debit card handling to SagePay - the UK's largest independent internet payment gateway. We have chosen to do this so that our customers have confidence that their card details are in safe hands.
We do not store credit card details nor do we share customer details with any 3rd parties.
If you have any questions about your privacy and associated rights, please contact the store here.
TruffleShuffle.com, Third Way Corner, Bristol, BS11 9HL, UK