Terms of service
SHIPPING
Orders over $150 USD have FREE worldwide shipping.
All our shipments are made from Medellín, Colombia, via FEDEX. Therefore, we are subject to their delivery times, which may vary depending on the particular destination.
FedEx International Economy: 7-9 business days
FedEx International Priority: 5-7 business days
The aforementioned terms are those established by FEDEX, which may modify them at any time. Therefore, the consumer will hold TRUE harmless for any unilateral changes attributable to FEDEX. Notwithstanding the foregoing, TRUE reserves the right to change the third party with which it contracts for shipping without prior notice.
RETURNS AND REFUNDS POLICY
You may return the products purchased in our online store within 45 days following the receipt of the package if the garment is new, in perfect conditions and with all of the original tags and you comply with the following policies. We will refund you the money or give you store credit to buy something else:
**For regular returns, the customer must ship the package back to our location and pay for the shipment.
**If your return is due to a mistake we made in shipment or a product defect, we wil cover shipment costs.
**Our garments have a 90-day warranty policy.
**We will refund you the money through store credit with which you can make a new purchase or we will reverse the original payment transaction.
WE DO NOT ACCEPT RETURNS IN THE FOLLOWING CASES
-If the garments have been damaged by misuse or neglect (exposure to chemicals, high heat, sharp objects, etc.)
-If the garment shows any signs of having been worn, or has a bad smell, sweat marks, make-up stains, etc.
-If it appears to have been washed in the wrong way: different to the one instructed by the garment's product care information (product detail page (online) / physical tag in the garment). For example, by mixing white garments with color ones or soaking garments that have been subjected to a dyeing process.
-Intimate items cannot be returned: Underwear, bikini bottoms, bodysuits, socks.
-The lifetime for any of our products depends on the way you use and wash them. Products damaged by normal wear and tear or that have exceeded their reasonable lifetime will not be replaced.
PAYMENT REVERSALS
The reversal of payments applies only to purchases made through our website. To request the reversal of the money the request must comply with the following requirements:
A. The request must correspond to one of the causes listed below, and such cause must be informed at the time of making the request:
-When you are victim of fraud;
-When it corresponds to an unsolicited tranaction;
-When the purchased product is not delivered within 30 calendar days;
-When the product received does not correspond to the one purchased, or it does not comply with the information provided about it;
B. When the purchase made corresponds to several products, the partial reversal of payment may be requested for those for which any of the aforementioned causes are present.
C. A formal claim must be submitted in writing through https://int.trueshop.co/pages/contact-us. Once the request has been received, you will be sent the steps to follow.
D. When making the request you must indicate the value for which the reversal is requested, identify the bank account, credit card or payment instrument to which the transaction was charged.
E. The request for reversal of payment must be submitted within five (5) business days after having knowledge of the situation that motivates the reversal of the payment, in this same period the holder of the means of payment shall notify the issuer of the payment instrument used for the purchase.
F. When submitting the request you must indicate the place where the good was received -when appropriate according to the cause- for the purpose of collection or sending it to one of our stores.
G. The product must be returned in the same conditions in which it was received.
H. After verifiying the origin of the reversal and fulfilling the requirements the participants of the payment process have a term of fifteen 15 calendar days to reverse said payment.
I. In case the reversal of the payment is made by the issuer of the payment instrument and TRUE has also made directly the refund of the price paid, the consumer shall return the resources directly to TRUE.
The information of the purchase will be definitively charged to the consumer, in the case of an administrative or jurisdictional decision against him/her that determines the inappropriateness of the reversal, in which case the consumer will also be responsible for all the costs incurred for the reversal.
AVAILABILITY OF GARMENTS
Normally our website is updated with the availability of all references and sizes. However, physical and digital stock differences may exist, leading the garment you purchased being no longer available. In this case we will notify you via email, whatsapp or phone call and we will give you the option of choosing another product or receiving the refund of your money.
VERIFICATION OF PAYMENTS
Payments made by credit card may eventually be verified. The buyer may be asked to send us a photo of the cardholder's ID to verify their identity/ownership of said card, to avoid fraud, identity theft and any other issues.
INFORMATION AND PERSONAL DATA PROCESSING POLICY
This website cares for its users and respects their personal data of use.
We will not share personal information with third parties.
However, and with the purpose of offering a better service, we may send promotional information about the brand to users who explicitly accept receiving marketing information in any of our forms (checkout, pysical stores, lead forms, my account).
INTELLECTUAL PROPERTY
All designs, images, trademarks, content and other elements subject to protection are the exclusive property of TRUE. Consequently, any act or omission made by the user and/or client will be sanctioned in accordance with the applicable regulations. In this sense, the customer accepts and acknowledges that the elements or works available on the TRUE website are the exclusive property of TRUE and will refrain from acts of infringement of intellectual property rights or unfair competition.
SALES OUTSIDE OF COLOMBIA
For international customers (outside Colombia), including the United States and the European Union, the present T&C and our data policy will be applied in accordance with the imperative norms of these countries. Consequently, issues such as right of withdrawal and other mandatory rules will be applied in accordance with the provisions of the Consumer Statute in force in the country of delivery of the goods at the time of the transaction.
GET IN TOUCH
If you have any questions, you can contact us through whatsapp +57 310 545 86 40 from Monday to Saturday from 9 am to 6 pm (GMT-5)