Shipping policy
At True South, every order is prepared specifically for you.
Unlike traditional clothing retailers, we don't hold large quantities of finished products in stock. Once you place an order, we source the required garment, receive it, prepare and finish your True South product, and then dispatch it to you.
Because of this, please allow additional time for your order to be prepared.
Order Processing
Please allow a minimum of 5 working days before dispatch.
Your order will normally go through the following process:
1. Order placed
You place your order through the True South website.
2. Product sourced
We order the required garment/product from our supplier.
3. Product received
We receive the garment and check it before production.
4. True South production
Your True South design is created and applied to the garment.
5. Quality check & packing
Your finished product is checked, packed and prepared for dispatch.
6. Dispatch
Your order is handed to our delivery provider and you will receive dispatch confirmation where tracking is available.
Please allow a minimum of 5 working days for processing and preparation before your order is dispatched.
Working days are Monday to Friday and do not include weekends or UK public holidays.
Delivery Time
The 5-working-day processing period is in addition to the delivery time.
Once your order has been dispatched, estimated delivery times are:
UK Standard Delivery: 3 working days
These delivery times are estimates provided by the delivery service and are not guaranteed unless a specific guaranteed service has been agreed.
Your estimated delivery window therefore begins after your order has completed our processing period and has been dispatched.
Important Information Before Ordering
Because our products are prepared after an order is placed, please take our processing time into consideration when ordering.
If you need your order for a particular date, such as a birthday, holiday or event, please contact us before placing your order so that we can advise whether we are likely to be able to meet your required date.
We cannot guarantee delivery by a specific date unless this has been expressly agreed with you in advance.
Tracking
Where a tracked delivery service is used, tracking information will be provided once your order has been dispatched.
Please note that tracking may not become active immediately after dispatch and can take some time to update.
Delays
We work hard to process every order as quickly as possible. However, delays can occasionally occur due to supplier availability, production requirements, courier delays, adverse weather or circumstances outside our reasonable control.
If we become aware of a significant delay affecting your order, we will contact you using the details provided with your order.
Our delivery obligations and your statutory consumer rights are not affected by this policy.
If Your Order Has Not Arrived
If your order has been dispatched but has not arrived within the expected delivery timeframe, please contact us and we will investigate the delivery with the relevant carrier.
Where True South has arranged the delivery, we remain responsible for resolving delivery issues in accordance with your statutory rights.
Incorrect Delivery Information
Please ensure that your delivery address is correct before completing your order.
If an order is returned to us because an incorrect or incomplete delivery address was provided, please contact us so that we can arrange redelivery where possible.
Additional delivery charges may apply where the failed delivery was caused by incorrect information supplied by the customer.
International Delivery
International delivery may be available to selected countries.
Delivery times, postage costs, customs requirements, import duties and taxes may vary depending on the destination.
Any customs duties, import taxes or other charges that are the responsibility of the recipient will be clearly communicated where applicable.
Statutory Rights
Nothing in this policy affects your statutory rights under UK consumer law.
Where a delivery period has been agreed with you, we will take reasonable steps to meet that period. Where goods are not delivered within the agreed period, you may have additional rights under applicable consumer law.
For further information, please see our Returns & Exchanges Policy and Terms & Conditions.
True South — Find your Direction.