Returns and Refunds

Last updated: October 17, 2026

Something not right? Here’s how it works. Nothing on this page takes away your legal rights.

Our promise

If your order arrives faulty, damaged, misprinted, not as described or not what you ordered, we’ll replace it or refund you in full, including shipping. You don’t need to send the item back.

Every piece is printed after you order, so please check your size with the size guide, and look at the photos, before ordering. We don’t offer exchanges.

How to report a problem

Email hello@truweli.com within 30 days of delivery with:

your order number
a short description of the problem
a clear photo of the item, laid flat, showing the problem

We’ll reply within 24 hours and arrange a replacement or a refund, whichever you prefer where the law gives you that choice. A replacement is printed and shipped again at no cost to you. Refunds go back to your original payment method within 14 days of us agreeing the refund.

If a fault shows up after 30 days, please still tell us as soon as you notice it. UK consumers are covered by the Consumer Rights Act 2015 for faults that were there when the item was delivered, and your other legal rights continue too.

Late or lost parcels

If your order hasn’t arrived within 30 days of shipping, or tracking shows no movement for 10 days, email us with your order number and we’ll sort it out. If tracking shows the parcel was delivered but you can’t find it, please check with neighbors and your local post office first, then email us.

Canceling an order

You can cancel for free before your order goes into production, and we’ll refund you in full. Email hello@truweli.com as soon as you can, as orders move into production quickly. Once an item is in production we can’t stop it being printed and shipped, but you can still cancel under your right to cancel (see Your right to cancel below).

Your legal rights

This policy is on top of, not instead of, your legal rights. If you live in the United States, you keep any consumer protections the law of your state gives you.

Your right to cancel

Our terms are governed by English law, which gives every customer, wherever you live, the right to cancel an order without giving a reason. Here’s how it works:

Time limit: you can cancel from when we accept your order until 14 days after it’s delivered. The 14 days start the day after delivery (if your order arrives in more than one package, the day after the last one arrives).
How to cancel: email hello@truweli.com, or use the model form below. Just tell us clearly that you want to cancel.
Sending it back: you then have a further 14 days to send the item back. Email hello@truweli.com for the return address. Returns go to us in the UK, and you pay the return postage.
Condition: please send the item back unworn and unwashed, with any tags still on, or otherwise in its original condition. You can handle it and try it on as you would in a shop, but if it has been used beyond what’s needed to check it, we’ll reduce the refund to reflect the loss in value.
Your refund: we refund the item price and the standard shipping you paid, within 14 days of getting the item back, or of you giving us proof you’ve posted it, whichever comes first. We issue the refund once one of those happens, to your original payment method.

If an item is faulty, damaged or wrong, you don’t need to do any of this: see Our promise above. Your right to cancel is in addition to those rights. Your statutory rights are not affected.

Model cancellation form

You can use this form if you want to cancel. You don’t have to use it; an email is fine.

To Mark Pearson trading as Truweli, a sole trader, 86a Briardale, Consett, County Durham, DH8 7BD, United Kingdom, hello@truweli.com:

I/We (*) hereby give notice that I/We (*) cancel my/our (*) contract of sale of the following goods (*)/for the supply of the following service (*),
Ordered on (*)/received on (*),
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
(*) Delete as appropriate.

Questions?

Email hello@truweli.com. We usually reply within 24 hours.

Mark Pearson, trading as Truweli (sole trader), 86a Briardale, Consett, County Durham, DH8 7BD, United Kingdom. Not VAT registered.