Terms & Conditions

OK – here’s the nitty-gritty stuff. Please read this carefully before placing your order, so there are no unpleasant surprises…

1. Payment and data security

Truly Madly Deeply Ltd provides a safe and secure online shopping environment, 24 hours a day. Our payments processor, PayPal, also uses a secure server and software environment. Between us we ensure that all your personal information is fully protected. Truly Madly Deeply Ltd does not keep any detailed financial information on its clients. Any such information gathered by us during the order process, by what ever means, is destroyed, with only the minimum of information being kept, e.g the last 4 digits of a credit card. Please see our Privacy Policy page for full details of how we handle any information we have about you.

2. Postage and Packing.

Please see our Shipping Rates page for full postage and packing prices.

Please note: For orders containing a mix of Personalised and Non-Personalised Products: the Personalised Products will be handled separately from the rest of the order. Please see below for terms and conditions relating to the Personalised Products.

Upon receipt of your order and confirmation of payment, your order will usually be packed within 1 working day, we will always contact you if for any reason we are unable to despatch within 2 working days.

At checkout you will be given all of your available shipping options.

For most parcels it is unlikely that they will fit through your letter box! You may wish to give an alternative delivery address where you know that there will be someone to receive it – for example, at work, parents address, the venue etc.

Please ensure that you give your correct e-mail address and contact phone number so we can get hold of you in the event of any problems.

If you want to contact us prior to placing an order, please ring Customer Services on (+44) 01227 713576. We will be happy to advise on packing and postage rates.

3. Delivery Times

Please note: Where an order contains one or more Personalised Products, the personalisation can take from 2 to 7 days, depending on the product (please see actual product for specific details). This will be in addition to the normal delivery times detailed below. If you would like delivery of non-personalised products earlier than the personalised ones, please contact us and we will endeavour to arrange this. However, an additional shipping fee may need to be charged.

With the exception of orders containing Personalised Products, Truly Madly Deeply Ltd will usually despatch your order within 1 working day. However, if your order is urgent you can use our Special Next Day Delivery service, please phone customer services on (+44) 01227 713576 for details, please note that orders must be placed by 14:00 to use this service.

Also, if the date of your celebration is several weeks or months away we are happy to delay your despatch until a more convenient time, please contact customer services on (+44) 01227 713576 or use the form on our Contact Us page, to arrange this.

We pride ourselves on ensuring that you always get what you want, when you want it!

Please note: You will be asked for the date of your celebration whether you are placing an order on-line or by telephone. This information is only used by our in-house packing team to prioritise orders during busy periods.

4. Return and Refunds

You have the statutory right to cancel your order and receive a refund. If you have received any products, these must be returned within 14 days of you receiving the order and a refund will be made providing the goods are still in their original packaging, haven’t been used and are still fit for re-sale.

However, under the UK’s Distance Selling Regulations, the right to cancel and return a personalised or consumable product is exempt, as these cannot be offered for resale. This does not affect your statutory right if the goods are damaged or incorrectly personalised.

The goods are to be returned to:

Returns Dept:
Truly Madly Deeply Ltd
72 Blackthorn Road,

A full refund for the goods (excluding our postage to you and yours to us) will be made within 10 working days of us receiving back the goods. Please ensure that when you return the goods you send them back in such a way that we have to sign for the parcel i.e. by special delivery. We cannot refund any goods that are lost in the post and that we do not receive back.

Any item that you receive from us which is faulty (or sent in error) still needs to be returned to us, but we will refund the cost of the goods plus all the delivery costs. Again, please send them back in such a way that we have to sign for the parcel. This does not affect your statutory rights.

5. Website changes/price adjustments/ term changes

Whilst Truly Madly Deeply Ltd endeavours to ensure that all products are described as accurately as possible, many products are natural and as such they are subject to shade and size variations.

We reserve the right to also alter the prices quoted both on the website and in a catalogue, (in the event of any increase/decrease of suppliers prices, new taxes imposed or human error- yes, it does happen!) but we will inform you of any changes on receipt of the order – at which time you can cancel the order. All prices shown are inclusive of VAT.

We also reserve the right to change the terms shown on the website and it is your responsibility to read the terms prior to placing an order, because by placing an order online you are stating that you have understood them.

6. Copyright and trademarks

This website is for personal use only – you are not allowed to reproduce/copy/modify/sell any of the content or trademarks in any way. All products designed/manufactured exclusively for Truly Madly Deeply Ltd are protected by copyright. We will seek legal redress for any misuse of our property.