Help
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 help@truffleshuffle.co.uk, give us a call on 0117 982 8884 or click here to chat to us LIVE during working hours and we'll try our best to answer your questions INSTANTLY!
What do you need help with?
FAQs ›
Delivery in Detail ›
Returns ›
Ordering ›
Gift Vouchers ›
Terms and Conditions ›
Cookies ›
Privacy ›
FAQs
Where is my order?
- We provide estimated delivery dates for your order within our checkout so you can see roughly 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 time-frame, 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.
- We provide estimated delivery dates for your order within our checkout so you can see roughly 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.
How do I return an item?
- Please complete the returns section of your invoice which 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.
- Please complete the returns section of your invoice which 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.
Can I amend my order?
- 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.)
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.
- 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.)
What size am I?
- As all our garments come from different suppliers and manufacturers, we find the sizing can vary. For this reason we have included a custom size guide on each product page to help you decide which size will be the best fit for you.
All you need to do is click on the 'Size Guide' link on the product page and you will see the tailored size guide for the product you are interested in.
Please check our custom size chart for your perfect fit and if you have any other questions or would like more sizing advice, please don't hesitate to contact us.
- As all our garments come from different suppliers and manufacturers, we find the sizing can vary. For this reason we have included a custom size guide on each product page to help you decide which size will be the best fit for you.
Will you be restocking a particular item/size?
- If the item or size you're looking for is advertised as 'Out of stock - will be back 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!
- If the item or size you're looking for is advertised as 'Out of stock - will be back 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.
Delivery in Detail
Delivery Options
UK Shipping Options Royal Mail First Class(2-3 Working Days) £2.95 (FREE on orders over £40) Royal Mail First Class Recorded(1-2 Working Days) £3.95 (FREE on orders over £80) Next Day or Nominated Day Delivery £7.95 Worldwide Shipping Options Royal Mail Airmail Delivery (4-10 Working Days depending on location) £4.95 Royal Mail International Signed For (4-10 Working Days depending on location) £9.95
Estimated Delivery Timescales
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.
European and International deliveries
- We can deliver to the following countries:
Australia
Austria
Belgium
Canada
Croatia
Cyprus
Czech Republic
Denmark
Estonia
Finland
France
Germany
Gibraltar
Greece
Greenland
Hong Kong
Hungary
Iceland
Ireland
Italy
Japan
Latvia
Luxembourg
Malta
Monaco
Netherlands
New Zealand
Norway
Poland
Portugal
Slovakia
Spain
Sweden
Switzerland
Turkey
UK
USA
- We can deliver to the following countries:
Providing the correct address
- As the buyer, 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 help@truffleshuffle.co.uk immediately.
Can you leave the delivery in an agreed hiding place?
- Unfortunately we cannot leave delivery instructions on our deliveries. First Class parcels should just pop through your letterbox and all parcels requiring a signature on arrival will need to be signed for upon receipt at the delivery address.
Am I responsible for customs charges?
- 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.
Returns
General
- We can only accept items returned to us within 60 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 resale 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.
I would like to return an item
- 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.
Our returns address is;
TruffleShuffle.com Returns
Unit 7, Third Way Corner
Bristol
BS11 9HL
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 email to confirm your return has been processed and if you have opted for an exchange, please expect it within 2 working days from when the email was received. If you have not received it within 5 working days, please contact us.
If you have opted for a refund - 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.
- 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.
I would like to return a gift purchased from TruffleShuffle.com
- You are more than welcome to return the unsuitable item back to us for store credit, an exchange, or a refund which we will grant to the cardholder who made the purchase with us. Please include the order number or the name of the person who placed the order allowing to locate the order. If you do not have the original invoice, not to worry - please include a short covering note, including your name, the order number or who the order was placed by and how you wish to proceed with the unsuitable item. Should you require the exchanged item to be sent to an alternative address to that on the original order then please make a note of the new address along with your return.
Our returns address is;
TruffleShuffle.com Returns
Unit 7, Third Way Corner
Bristol
BS11 9HL
We recommend returned items are sent back to us via Royal Mail recorded delivery or via first class with proof of postage. This means you are fully protected against any problems which may occur while the item is making its way back to us. It may be a good idea to include a contact number just in case we need to give you a call.
- You are more than welcome to return the unsuitable item back to us for store credit, an exchange, or a refund which we will grant to the cardholder who made the purchase with us. Please include the order number or the name of the person who placed the order allowing to locate the order. If you do not have the original invoice, not to worry - please include a short covering note, including your name, the order number or who the order was placed by and how you wish to proceed with the unsuitable item. Should you require the exchanged item to be sent to an alternative address to that on the original order then please make a note of the new address along with your return.
I have received a faulty or incorrect item
- If the item you received is faulty or incorrect - please accept our sincere apologies for the disappointment on this occasion. Please email help@truffleshuffle.co.uk quoting your name, order number and details of the product received.
As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience. We will review each case individually when considering the best course of action. Please drop us an email prior to returning a faulty or incorrect item.
- If the item you received is faulty or incorrect - please accept our sincere apologies for the disappointment on this occasion. Please email help@truffleshuffle.co.uk quoting your name, order number and details of the product received.
Discount codes and vouchers
- 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.
Distance Selling Regulations
- 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.
Ordering
How to browse the site
- 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!
- 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...
How to order
- 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 help@truffleshuffle.co.uk or phone us on 0117 982 8884.
An order is only fully accepted when the goods are dispatched to you. Any e-mail sent to a customer beforehand is simply an acknowledgement that we have received your request.
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 help@truffleshuffle.co.uk or you can give us a call on 0117 982 8884.
Happy Shopping!
- 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.
I can't login to my account
- If you created an account prior to ordering, apologies you are unable to now login. This may be because when you registered with us, you used an alternative or misspelled 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 into 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.
- If you created an account prior to ordering, apologies you are unable to now login. This may be because when you registered with us, you used an alternative or misspelled 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 into the site.
What cards do you accept?
- We accept the following credit/debit cards. All transactions are processed in ŁGBP.
Visa
Mastercard
Paypal
Maestro
American Express
Visa Electron
Unfortunately we cannot accept payment via the following methods:
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.
- We accept the following credit/debit cards. All transactions are processed in ŁGBP.
My card has been refused
- 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.
I am being asked for a password/PIN for my payment card
- 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.
- 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.
I need to change my order
- 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.
Is it safe ordering online?
- 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.
Will you pass my details on to anyone else?
- 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.
I forgot to add my discount code
- 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.
Gift Vouchers
How to spend your gift voucher?
- You will need to keep hold of your original email as it contains the special discount code needed to redeem your voucher.
Now that you are on TruffleShuffle.com have a look at our massive product range and add the items you would like to your basket.
Once you have added all of your products go to the Basket.
Towards the bottom of the basket you will see the option for "Promo Code?", just select this and you will notice you now have a space to enter your Gift Voucher.
Once you have entered your voucher simply press "Apply", the voucher amount will then be automatically taken off of your basket total.
Click on "Checkout Now" to tell us where to deliver your goodies.
You can also at this stage choose to create an account with us too.
Happy Shopping and remember to thank your friend!
If you have any questions about your voucher, our products or services please don't hesitate to get in touch with our super friendly customer service team. You can email us at help@truffleshuffle.co.uk, or call us on 01179 828884, for full contact details click here.
- You will need to keep hold of your original email as it contains the special discount code needed to redeem your voucher.
Terms and Conditions
- Gift Vouchers can be redeemed at our website (www.TruffleShuffle.com) or by telephone on 0117 9828884.
Any unused balance will be held in the recipient's Gift Voucher.
If the value of your order (ie. product cost and any applicable P&P charges) exceeds the amount of the Gift Voucher, the balance may be paid by credit or debit card.
Gift Vouchers and unused portions of Gift Voucher expire one year from the date of issue.
Gift Vouchers cannot be applied to orders already placed with TruffleShuffle.com.
Usual TruffleShuffle.com Terms and Conditions of purchase apply.
- Gift Vouchers can be redeemed at our website (www.TruffleShuffle.com) or by telephone on 0117 9828884.
Terms and Conditions
About Us
- This website www.TruffleShuffle.com is owned and operated by:
TruffleShuffle Retail Limited,
Unit 7,
Third Way,
Avonmouth,
Bristol,
BS11 9HL
Registered in England No. 05461029
Vat Reg. No. 862596192
Email: help@truffleshuffle.co.uk
Telephone +44(117) 982 8884
- This website www.TruffleShuffle.com is owned and operated by:
Making a Contract With Us
- By placing an order you are offering to purchase a product on and subject to the following terms and conditions.
2.1 - All orders are subject to availability and confirmation of the order price.
2.2 - Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure for which we will not be responsible.
2.3 - When you place an order with us, you are making an offer to buy goods. We will send you an e-mail to confirm that we have received your order.
2.4 - Once we have reviewed your order we will e-mail you again to confirm that we have dispatched your order, and that a contract has been made between us.
2.5 - In the unlikely event that the goods are no longer available, or that we have made a pricing mistake, we will advise you of this as soon as possible.
2.6 - When placing an order you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your order and that there are sufficient funds to cover the cost of the goods. The cost of foreign products and services may fluctuate. All prices advertised are subject to such changes.
2.7 - Images of products on this website are for illustrative purposes only. Your goods may vary slightly from the image shown on the website and will not include any of the pictured accessories, unless stated in the specification of the goods.
2.8 - We have made every effort to display as accurately as possible the colours of our products that appear on this website. However, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the actual goods.
2.9 - Whilst we try and ensure that all details, descriptions and prices which appear on this Website are accurate, errors may occur. If we discover an error in the price of any goods which you have ordered we will inform you of this as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you we will treat the order as cancelled. If you cancel and you have already paid for the goods, you will receive a full refund.
2.10 - Where applicable, prices are inclusive of VAT.
2.11 - Delivery costs will be charged in addition; such additional charges are clearly shown where applicable and included at checkout.
2.12 - This contract is covered by English law.
2.13 - By placing an order with us, you agree to and accept these terms, as well as our privacy policy and cookie policy.
- By placing an order you are offering to purchase a product on and subject to the following terms and conditions.
How to Place an Order
- 3.1 - You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time. If you prefer to order by telephone you can do so by calling +44 (0117) 9828884.
3.2 - Delivery charges will be shown prior to you placing your order.
3.3 - You will be required to pay for the goods in full at the time of ordering.
3.4 - We use secure payment facilities for online purchases.
3.5 - Once your order has been confirmed, changes may not be possible, particularly if you have already received a dispatched email as chances are your order will be on the way. If you have made an error with your order, please call us as soon as possible on +44 (0117) 9828884 during office hours or email us help@truffleshuffle.co.uk.
3.6 - Once your order is complete we will notify you of the dispatch date.
- 3.1 - You can use our website to place an order by selecting the product you wish to buy and adding it to your basket. Items you do not require can be removed from your basket at any time. If you prefer to order by telephone you can do so by calling +44 (0117) 9828884.
Delivery and Carriage Charges
- 4.1 - If you place your order before 4pm GMT, Monday-Friday goods will normally be dispatched from our warehouse the same day (excluding bank holidays.)
4.2 - Any estimated dispatch date is an estimate, which can change without notice.
4.3 - We will deliver the goods to the premises you specify on your order. The vast majority of our orders are delivered by Royal Mail.
4.4 - If your parcel is returned to us as undeliverable, usually because of an incorrect address or failure to respond to pick-up re-delivery instructions, we will contact you to arrange a re-delivery. This may be subject to a new delivery charge.
4.5 - Please check your goods on delivery - any goods found to be missing or damaged should be notified to us within 2 days of receipt.
4.6 - If the goods are lost or damaged in transit, please let us know promptly.
4.7 - Time is not the essence of the contract unless expressly stated otherwise in writing by a Director of the Company.
- 4.1 - If you place your order before 4pm GMT, Monday-Friday goods will normally be dispatched from our warehouse the same day (excluding bank holidays.)
Cancellation and Returns
- 5.1 - We can only accept items returned to us within 60 days from the date your order was dispatched.
5.2 - All items must be returned to us before a refund or replacement is issued.
5.3 - Please don't use scissors to open your package, you should be able to just tear the packaging open. Returns with scissor marks will not be accepted.
5.4 - Items must be returned to us in an unworn and unwashed condition, deemed fit for resale.
5.5 - 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.
5.6 - 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.
5.7 - Delivery charges are non-refundable unless the item purchased is faulty or incorrect.
5.8 - To return an item 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.
5.9 - We will process your return within 3 working days of receipt max however the vast majority are processed the same day they are received.
5.10 - Returns for exchanges - 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.
5.11 - Returns for refund - we will issue your refund within 1 to 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.
5.12 - If the item you received is faulty, please accept our sincere apologies for the inconvenience. Please e-mail help@truffleshuffle.co.uk quoting your name, order number and details of the product received. We will then advise on how to proceed.
5.13 - If the item you received is not what you originally ordered, please accept our sincere apologies for the inconvenience. Please e-mail help@truffleshuffle.co.uk quoting your name, order number and details of the incorrect product received. We will then advise on how to proceed.
5.14 - 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.
5.15 - Distance Selling Regulations - 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.
- 5.1 - We can only accept items returned to us within 60 days from the date your order was dispatched.
Liability
- 6.1 - The material displayed on this Website is provided without any guarantees, conditions or warranties as to its accuracy. Unless expressly stated to the contrary to the fullest extent permitted by law TruffleShuffle.com and its suppliers, content providers and advertisers hereby expressly exclude all conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity and shall not be liable for any damages whatsoever, including but without limitation to any direct, indirect, special, consequential, punitive or incidental damages, or damages for loss of use, profits, data or other intangibles, damage to goodwill or reputation, or the cost of procurement of substitute goods and services, arising out of or related to the use, inability to use, performance or failures of this Website or the Linked Sites and any materials posted thereon, irrespective of whether such damages were foreseeable or arise in contract, tort, equity, restitution, by statute, at common law or otherwise. This does not affect TruffleShuffle.com's liability for death or personal injury arising from its negligence, nor for fraudulent misrepresentation, misrepresentation as to a fundamental matter or any other liability which cannot be excluded or limited under applicable law.
Use of the Website
- 7.1 - You are permitted to use our website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.
7.2 - The copyright and other intellectual property rights in all material on this Website are owned by us or our licensors and must not be reproduced without our prior consent.
7.3 - Subject to paragraph 1.1, no part of this Website may be reproduced without our prior written permission.
- 7.1 - You are permitted to use our website for your own purposes and to print and download material from this Website provided that you do not modify any content without our consent. Material on this website must not be republished online or offline without our permission.
Visitor Conduct
- 8.1 - With the exception of personally identifiable information, the use of which is covered under our Privacy Policy, any material you send or post to this Website shall be considered non-proprietary and not confidential. Unless you advise to the contrary we will be free to copy, disclose, distribute, incorporate and otherwise use such material for any and all purposes.
8.2 - When using this website you shall not post or send to or from this Website any material for which you have not obtained all necessary consents, is discriminatory, obscene, pornographic, defamatory, liable to incite racial hatred, in breach of confidentiality or privacy, which may cause annoyance or inconvenience to others, which encourages or constitutes conduct that would be deemed a criminal offence, give rise to a civil liability, or otherwise is contrary to the law in the United Kingdom;
- 8.1 - With the exception of personally identifiable information, the use of which is covered under our Privacy Policy, any material you send or post to this Website shall be considered non-proprietary and not confidential. Unless you advise to the contrary we will be free to copy, disclose, distribute, incorporate and otherwise use such material for any and all purposes.
Site Uptime
- 9.1 - We take all reasonable steps to ensure that this Website is available 24 hours every day, 365 days per year. However, websites do sometimes encounter downtime due to server and, other technical issues. Therefore we will not be liable if this website is unavailable at any time.
Links to and From other Websites
- 10.1 - Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.
10.2 - If you would like to link to this Website, you may only do so on the basis that you link to, but do not replicate, any page on this Website and you do not in any way imply that we are endorsing any services or products unless this has been specifically agreed with us.
10.3 - If you choose to link to our website in breach of Paragraph 4.2 you shall fully indemnify us for any loss or damage suffered as a result of your actions.
- 10.1 - Any links to third party websites located on this Website are provided for your convenience only. We have not reviewed each third party website and have no responsibility for such third party websites or their content.
Exclusion of Liability
- 11.1 - We take all reasonable steps to ensure that the information on this Website is correct. However, we do not guarantee the correctness or completeness of material on this Website. Neither we nor any other party (whether or not involved in producing, maintaining or delivering this Website), shall be liable or responsible for any kind of loss or damage that may result to you or a third party as a result of your or their use of our website. This exclusion shall include servicing or repair costs and, without limitation, any other direct, indirect or consequential loss.
Law and Jurisdiction
- This Legal Notice shall be governed by and construed in accordance with English law. Any dispute(s) arising in connection with this Legal Notice are subject to the exclusive jurisdiction of England and Wales.
Cookies
What is a Cookie?
- A cookie is a small information file that is sent to your computer, mobile or other device when you visit a website and it will recognise your device on future visits. These types of files do a number of different jobs such as remembering your preferences and chosen items, assisting you to improve your site experience as well as trying to ensure that the adverts or offers you see online are more relevant to you.
By using this website and agreeing to this policy, you consent to TruffleShuffle Retail LTD's use of cookies in accordance with the terms of this policy.
There are two main kinds of cookies: session cookies and persistent cookies. Session cookies are deleted from your computer when you close your browser, whereas persistent cookies remain stored on your computer until deleted, or until they reach their expiry date.
- A cookie is a small information file that is sent to your computer, mobile or other device when you visit a website and it will recognise your device on future visits. These types of files do a number of different jobs such as remembering your preferences and chosen items, assisting you to improve your site experience as well as trying to ensure that the adverts or offers you see online are more relevant to you.
Cookies on our Website
- We would like to share with you our full Cookies Disclosure, to see a copy please click here
Privacy
About Your Privacy
- The data controller for this website and its associated services is TruffleShuffle Retail Ltd
How is your information used here?
Your name, address and contact details are used in order to enable us to deliver orders to you. We sometimes need to send service messages by email, phone or WhatsApp such as order updates. If you have given us permission, we may also send you information about products, services and promotions, by email or post. We sometimes use your personal information to prevent and detect fraud. We will sometimes show you our adverts when you are on third party websites so you can keep informed about new products which may be of interest to you. From time to time we invite selected customers to partake in online surveys where we collect information about your shopping and browsing experiences with us, in order to improve our service to you.
Your date of birth may be used in order to prevent and detect fraud, and also to calculate eligibility for our “Buy Now, Pay Later” payment option.
Your gender information may be used to direct you to the most appropriate parts of our website to enhance your shopping experience.
We use your payment information to take payment, give refunds and prevent fraud. We cannot process your orders and fulfil our part of our contract with you without using this information.
We use your contact history to ensure that we are able to give you the best possible customer service. We may sometimes use your contact history to train and inform our staff so that we can continue to provide you with our best in class customer service.
We use the information we have stored about your purchase history and saved items in order to help you buy the products you are most interested in; to aid in our customer service commitment to you; and to ensure we know about the products you like so we can make more informed decisions about new product lines to develop in the future.
We use information about the device you are using (phone, tablet, desktop computer etc) in order to ensure our website is best designed to work on your device and therefore offer you our best possible shopping experience.
We use information about any social media accounts you have linked to your TruffleShuffle account in order to enable you to login to our website in the most convenient way possible to you. We may also use this information in order to provide product recommendations to you, both on our website and on third party websites.
We use information about your responses to surveys and competitions in order to offer you the best possible shopping experience and ensure that you are able to participate fairly in any competition or promotion you have entered on our website or social media channels.
Sharing your information
We have not, do not and will not sell any of your personal data to any third party. We do however share data with third party service providers in order to enhance or protect your shopping experience. We would share that with the following companies in the following ways:
Payment providers and delivery providers – without sharing your information with our trusted and accredited partners (Royal Mail, UPS, PayPal, Klarna, HSBC), we would not be able to process or deliver any orders you place with us.
Accredited service providers – we may from time to time share information with marketing agencies and advertisers in order to deliver our marketing messages to you. Any exchange of data is performed under extreme caution and we have service agreements in place with any third party data handler to ensure your data is safe.
Fraud, legal and credit partners – from time to time, we may need to share data with agencies in order to attempt to prevent fraud from happening against you or us.
We may share anonymised information about your website browsing history in order to enhance your shopping experience and offer you the most relevant selection of products.
Marketing messages
If you have opted in to receive our marketing messages or product update alerts, we'll send you these messages by email, text, Facebook/Twitter/Instagram/WhatsApp. These messages are designed to keep you informed of new products we're offering, and any promotions, discounts and events we may be running which could improve your shopping experience with us.
To stop receiving marketing messages from us at any time:
Update your preferences in your account settings
Click on the “unsubscribe” link in any marketing email received from us
Contact our Customer Service team at any time and request to be unsubscribed.
We will ensure that by requesting this change, we will ensure you no longer receive marketing messages from us.
Please note that an unsubscribe request from marketing emails will not exclude you from receiving messages about any order you have placed with us; any product update emails you have signed up for; any customer service communications.
Keeping your information
We will hold on to your information for as long as you have an account with us, or as long as is needed to be able to provide our service or support to you.
If absolutely necessary, we may hold some of your information even after your account has been closed, in order to comply with regulation, help with potential disputes, prevent fraud or to enforce our terms and conditions.
Your rights
You have the following rights relating to your personal information:
- To be informed about how your personal information is being used
- To access the personal information we hold about you
- To request the correction of inaccurate personal information we hold about you (although you can probably do most of this through My Account
- To request that we delete your data, or stop processing it or collecting it, in some circumstances
- To stop direct marketing messages, which you can do through your account, and to withdraw consent for other consent-based processing at any time
- To request that we transfer t elements of your data either to you or another service provider
- To complain to the data protection regulator
If you have any questions about your privacy and associated rights, please contact us here.
TruffleShuffle.com, Third Way, Bristol, BS11 9HL, UK
- The data controller for this website and its associated services is TruffleShuffle Retail Ltd
