Customer Service
All orders are shipped direct by our independent suppliers. All products will be shipped the next business day after an order is made unless otherwise stated on the product page.
Certain products, such as small batch items or custom-made products, may require additional processing time. Any such information will be clearly indicated on the product page.
Rest assured, once your order is prepared for shipment, you will receive a shipping confirmation email with all the relevant tracking details, allowing you to keep track of your package's delivery status.
| Standard Shipping within Australia | 3 -6 business days |
| Products dispatched from outside of Australia | 7-21 business days |
| International Shipping |
7-21 business days |
Please note, if you order includes products from multiple independent suppliers, your products will arrive as separate packages. For each package you will recieve a dispach email that will include a tracking number.
Please be mindful when selecting your product from True Woo.
We offer returns for store credit or exchanges in the event that you change your mind, provided the item meets certain criteria:
- The return must be initiated within 14 days of receiving the order.
- The item must be in new condition, unused, unworn, unopened, and with all original packaging and tags intact (including unbroken seals, if applicable).
- Damaged or broken seals on sealed packages or boxes will not be eligible for change-of-mind returns.
To return your item for change or mind, you must follow our returns process. Please do not return an item without contacting us first.
You will be responsible for the cost and risk of returning goods, including the cost of return shipping. If the item is not received by the supplier you will not be eligible for a credit or exchange. We recommend you insure high-value items that you return for a change of mind.
You may be provided with a product exchange, refund or store credit (at our discretion) only when the returned product is received, and it complies with the requirements.
If the returned item does not meet the conditions of this policy, you will be responsible for the cost of receiving your returned goods back to your nominated address.
For beauty items to be eligible for return, they must be unopened, unused, and in resalable condition, including the original packaging and product seals.
Items Not Eligible for Return
Please note that certain items are not eligible for return, including gift cards, intimate apparel, earrings, personalised or custom-made products, final sale merchandise, digital products, products shipped from international destinations, and items specified as non-returnable in their description. Exceptions to this policy, if any, will be clearly stated on the product page. Additionally, returns are not eligible on purchases made during pop-up sales.
Faulty or Damaged Products
If you have received a product that you believe to be faulty, please contact us. You will be asked to provide a detailed description this may include photos or video to support the claim.
Late Returns
Any item returned after 14 days of receipt is not eligible for a refund.
Incorrect order
If you have received an incorrect order, please contact us within 7 days of receiving the order.
Exchanges
We do not accept exchanges, as items may sell out while the requested exchange is returned and processed. We encourage you to return the original item and purchase the correct item in a new order.