At Truly Rooted Wellbeing, we want your shopping experience to be as smooth and joyful as possible. Below you will find everything you need to know about how we deliver your items and how to handle returns or claims.

Business Information & Operations:

Truly Rooted Wellbeing Shop is operated by Jo, based in Warrington, Cheshire, United Kingdom. Please note that our shop operates on an online-only e-commerce basis. We do not operate a public retail storefront or customer-facing premises for order collections or walk-in returns.

Delivery Information

Physical orders placed through our shop are dispatched either directly from our workshop (for items like handcrafted turned wood art from Wild Hunt Art) or via our trusted wholesale UK-based fulfillment partners.

Shipping Rates & Delivery Times (UK Mainland Only):

• Free Delivery: On all orders £50 and over (Estimated 2 to 5 working days after dispatch)
• Standard Shipping (Parcels up to 2kg): £2.99 (Estimated 2 to 5 working days after dispatch)
• Heavy / Bulk Shipping (Parcels over 2kg): £7.99 (Expedited / next-working-day service after dispatch)

Important Shipping Boundaries: Our website checkout currently accepts orders for UK Mainland addresses only. If you live outside the UK Mainland (such as Northern Ireland, the Scottish Highlands and Islands, Channel Islands, Isle of Man, or international destinations), please contact us via our contact form or at shop@trulyrooted.co.uk before placing an order so we can provide a custom shipping quote.

We reserve the right to decline or cancel orders placed for delivery outside the UK Mainland where standard website shipping rates do not cover actual postage costs.

Please note: Estimated delivery timescales are targets provided by our couriers and are not strictly guaranteed.

Order Inspection & Reporting Claims

Please inspect your items as soon as reasonably possible after receiving them. If you encounter any issues, please observe the following notification windows so we can assist you:

• Damaged, Faulty, Missing, or Incorrect Items: Please notify us within 3 business days of delivery (or within 1 business day of discovering the issue), and no later than 7 calendar days from the delivery date. Please include your order number, details of the issue, and photographic evidence.
• Non-Delivery Claims: If your order has not arrived within 10 business days after the estimated delivery date, please let us know within 21 days of dispatch so we can trace the shipment with the courier.
• Manufacturing Faults: If a manufacturing fault appears after delivery, please notify us within 5 business days of discovery (and within 6 months of delivery).

Cancellations & Returns Policy

We abide by UK Consumer Contracts Regulations. If you change your mind about an order, you have the right to cancel and return your items under the following conditions:

• 14-Day Cancellation Window: You have 14 days from the date you receive your order to notify us that you wish to cancel and return your items.
• Return Authorisation: Before returning any items, please reach out to us via our contact form or at shop@trulyrooted.co.uk to obtain return authorisation and return instructions. Because items are fulfilled from different locations depending on the product, items returned without prior contact or sent to our administrative location cannot be accepted.
• Condition of Returned Items: Items must be unused, unopened, in their original packaging, and in a resalable condition.
• Return Postage Costs: Unless an item is faulty or delivered in error, you are responsible for paying the return shipping costs. We recommend using a tracked postal service, as we cannot issue refunds for items lost in return transit.

Hygiene & Custom Exemptions

For health, safety, and hygiene reasons, the following items cannot be returned unless they arrive damaged or faulty:

• Personalised or bespoke custom orders (including custom woodcrafts).
• Cosmetics, skincare, whipped soaps, or personal care products where protective seals or packaging have been opened after delivery.

Refund Processing

Once your return is received and inspected, approved refunds will be credited back to your original payment method within 14 days. Outbound delivery charges are non-refundable unless the entire order was incorrect or faulty.

Questions About Your Order?

If you have any questions regarding delivery, returns, or an existing order, please get in touch via our website contact form or email us directly at shop@trulyrooted.co.uk.