Frequently asked questions

SHOPPING

How do I order on Truflair.co.uk?

Once you have found the item you would like to purchase, click on the ADD TO CART button to place it in your shopping basket. Follow the directions through the checkout process to complete your order.
Your order will not be placed until the very end of the checkout process when you will be asked for your payment information. Currently, we are only able to accept online orders to addresses within the United Kingdom.

You may also order TruFlair™ merchandise over the phone, by calling 0148 384 1216. Our Customer Service team is available 09:00-19:00 Monday-Friday and 09:00-17:00 on Saturday. Closed Sundays and public holidays.

What are the delivery times and rates?

Please visit Delivery & Returns page for more information. 

Can you ship my order to a location outside of the UK?

Currently, we are only able to accept online orders to shipping addresses within the United Kingdom. However, we are working hard to offer shipping to EU countries and the rest of the world in the near future. Please sign up to our newsletter to be notified when we are able to ship to your country. 

How do I contact TruFlair?

Our customer service team is available on 0148 384 1216 from 09:00-19:00 Monday-Friday and 09:00-17:00 on Saturday; closed Sundays and public holidays. Alternatively, you can send us an email to customerservices@truflair.co.uk 

For press and other enquiries, please send an email to info@truflair.co.uk

 

Can you gift-wrap my item?

Of course! Please leave a note at the bottom of the check out page with any specific wrapping instructions and we are more than happy to accommodate your request. 

Is it safe to order on Truflair.co.uk?

Yes, it is safe to order on truflair.co.uk. We use industry-standard encryption technology SSL when transferring and receiving customer data exchanged with our site server. At TruFlair™ we respect your privacy, and we will only disclose your personal information as described in our Terms & Conditions.

Is there VAT charged online?

All prices on our website are inclusive of 20% Value Added Tax. 

What is Verified by Visa?

Verified by Visa is free to Visa cardholders and was developed to help prevent unauthorized use of Visa cards online.

Verified by Visa protects Visa cards with personal passwords, giving cardholders reassurance that only they can use their Visa cards online.

Once your card is activated, your card number will be recognized whenever it’s used at participating online stores. A Verified by Visa window will automatically appear and your visa card issuer will ask for your password. You’ll enter your password to verify your identity and complete your purchase. At stores that aren’t participating in Verified by Visa yet, your Visa card will continue to work as usual.

CARE

How do I care for my TruFlair™ Sterling Silver?

Sterling silver is a precious metal and may require cleaning from time to time. Using a small amount of silver polish on a soft cloth, gently rub the silver several times, rinse the silver thoroughly in warm water and then carefully dry. This will remove the tarnish and dullness, keeping your sterling silver lustrous and beautiful. When you are not wearing or using your piece, you can store it in the pouch provided to help minimise tarnishing. Please note, chlorine and bleach accelerate tarnishing and should be avoided. Also, avoid using “dip” polish and electrolytic cleaners as they contain harsh chemicals.

How do I store my Sterling Silver?

Silver should be kept absolutely dry. If your silver is used frequently, keep it away from excessive exposure to air and store it in a tarnish-proof cloth or a silver storage box. Good storage boxes are lined with tarnish-proof fabric and have a separate space for each individual piece. If your climate is humid, place a small packet of desiccant crystals inside your storage area, whether it is a closed box or a flannel roll. Avoid contact with rubber bands or other rubber products as the sulphur in rubber causes tarnishing and corrosion.

Can you polish my TruFlair™ Sterling Silver?

Yes, please contact us whenever you think your item is tarnished. Send it to us and we will professionally polish your Sterling Silver jewellery free of charge. 

How do I care for my Kilimade™ bag?

Our Kilimade™ bags are made of 100% pure wool. To clean your bag use a mix of ordinary soap and lukewarm water, wipe it with a clean cloth or sponge and dry it immediately under sunlight or with a hairdryer. Avoid using the washing machine and/or tumble dryer. 

MY ACCOUNT

Why should I register an account with TruFlair?

Once registered you will be able to:

  • View your order history
  • Create a Wishlist of your favourite pieces, which you can either make public or keep private
  • Register for TruFlair’s Newsletter to hear about the latest collections and receive promotional offers. 
  • Update your contact details

Click here to register an account.

What do I do if I forget the password to my account?

If you forget your password, simply click on the “Lost your password?” button on the login screen within ‘My Account‘, and you will receive an e-mail. Follow the instructions to reset your password. If you are having problems logging on then please contact our Customer Service on 0148 384 1216 or email customerservices@truflair.co.uk.

How do I view my order history?

To view your order history online, you need to have been logged in to your account when placing your order. If you were, log on to My Account and click on ‘Orders’ to view your order history.