Customer care

Delivery & Returns

Clear information about UK delivery, returns and refunds for your THRUU LOVE order.

Delivery

We currently deliver within the United Kingdom only.

Shipping cost: Free standard delivery is included with all orders.
Processing time: Orders are normally prepared for dispatch within 1–2 business days.
Delivery time: Standard delivery is estimated at 3–5 business days after dispatch.
Tracking: Where tracking is available, you will receive the tracking details once your order has been dispatched.

Delays and delivery details

Delivery may take a little longer during public holidays, peak periods or because of events outside our reasonable control. If the shipping information supplied at checkout is incomplete or incorrect, your order may be delayed while we try to resolve it.

If tracking shows your order as delivered but you have not received it, please contact us as soon as possible at hello@thruulove.com so we can help investigate.

Returns & refunds

If you change your mind about an online purchase, please contact us within 14 days of receiving your order. You then have a further 14 days to send the item back after telling us you wish to cancel.

Please contact hello@thruulove.com before returning an item and include your order details.
Please return the item unused, in its original condition and with the original packaging where reasonably possible.
You may be asked to provide proof of purchase.
Unless the item is faulty, incorrect or not as described, the cost of returning it is normally your responsibility.
Once the returned item has been received, we will process any refund due to your original payment method. We aim to do this promptly and, where the statutory cancellation right applies, within the required legal timeframe.

Hygiene: Please do not use the exfoliating glove if you may wish to return it. If the product is supplied with a hygiene seal, the right to cancel may no longer apply once that seal has been broken. This does not affect your statutory rights if an item is faulty, damaged, not as described or otherwise does not meet your legal rights.

Faulty, damaged or incorrect items

If your order arrives damaged, faulty or incorrect, please contact us at hello@thruulove.com with your order details and, where helpful, photographs of the issue. Your statutory rights are not affected by this policy.