Refund policy
Shipping & Delivery
We currently ship to selected countries. Available shipping destinations are displayed at checkout and may change over time as we expand our service.
Orders are shipped via standard untracked letter mail unless otherwise stated. Delivery times are estimates only and cannot be guaranteed.
Estimated delivery times:
- Netherlands: 2-5 business days
- Europe: 5-10 business days
- International: 7-25 business days
International orders may be subject to customs processing, import duties, taxes, or handling fees imposed by the destination country. Any such charges are the responsibility of the customer.
Delays caused by postal services, customs authorities, weather events, or other circumstances outside our control are not our responsibility.
We reserve the right to cancel and refund orders placed from locations we do not currently support or cannot reliably service.
Order Cancellation
Orders may be cancelled for a full refund until the order has been fulfilled.
Once an order has been fulfilled, the return and withdrawal policies below apply.
Right of Withdrawal (EU Customers)
If your order is delivered within the European Union, you have the right to withdraw from your purchase within 14 days of delivery of your order, without providing a reason, in accordance with applicable consumer protection laws.
To exercise your right of withdrawal, please submit a return request through your customer account or contact us at hello@trueblueartco.com within the 14-day withdrawal period. Please include your order number and a clear statement that you wish to withdraw from the purchase.
Returned items must be sent back within 14 days after notifying us of your decision to withdraw.
Items must be returned unused, undamaged, and, where reasonably possible, in their original packaging.
Return shipping costs are the responsibility of the customer unless otherwise required by law.
Once we receive the returned item, or evidence that it has been returned, we will process the refund within 14 days. Refunds will be issued using the original payment method whenever possible.
We may reduce the refund amount if the item shows signs of handling beyond what is necessary to establish its nature, characteristics, and functioning.
Returns (Non-EU Customers)
For orders delivered outside the European Union, we offer a voluntary 14-day return period beginning on the date of delivery.
To request a return, please submit a return request through your customer account or contact us at hello@trueblueartco.com within 14 days of delivery.
Returned items must be sent back within 14 days after notifying us.
Items must be unused, undamaged, and, where reasonably possible, in their original packaging.
Return shipping costs are the responsibility of the customer.
Once we receive and inspect the returned item, we will process any approved refund within 14 days using the original payment method whenever possible.
Damaged, Lost, or Delayed Orders
If an item arrives damaged, please contact us within 14 days of delivery and provide clear photographs of both the item and any relevant packaging.
If an order has not arrived, please contact us at hello@trueblueartco.com after a reasonable delivery period has passed:
- Netherlands: at least 14 days from dispatch
- International orders: at least 21 days from dispatch
Because orders are shipped via untracked mail, delivery cannot be guaranteed. However, we will review each situation individually and provide an appropriate remedy in accordance with applicable consumer protection laws.