FAQs
I'm not sure which TRUE products I should be using. Is there someone who can help?
Absolutely! We have a few ways we can help. You can book a free video skin consultation with one of our Skin Specialists, complete our Skin Quiz, or simply email us at info@trueskincare.co.uk.
Are TRUE products certified organic?
All TRUE products use organically grown ingredients and/or COSMOS approved ingredients. We are proud to be a Certified Organic brand by the Soil Association to COSMOS organic standards.
How natural are TRUE products?
All of the products within the TRUE skincare range products are 99-100% natural.
Do TRUE product contain parabens?
TRUE products do not contain any parabens.
Are TRUE products suitable for vegans?
All of our products are suitable for vegans. Unlike many brands, even our challenge testing is conducted using only plant-based vegan culture.
Are TRUE products Halal?
We do not use any ingredients which are prohibited in Islam, such as animal-derived ingredients, certain alcohols and GMOs, in any of our products, however we are not a certified Halal brand.
Are TRUE products tested on animals?
No. We have never, and will never, test on animals. We are proud to be Leaping Bunny approved by Cruelty Free International.
Do any of the TRUE products contain palm oil?
No, none of our products contain palm oil. We vet all of our suppliers to ensure that there are no palm oil derivatives in our ingredients, including the Glycerin we use, which can often be derived from palm oil without the need to declare this on the INCI list.
Can I recycle TRUE product packaging?
We use glass and card wherever possible. Please do recycle our bottles, droppers, cartons and gift boxes. We also use corn starch chips as void filler in our customer orders which are 100% biodegradable and can even be dissolved in water. Please help us save our planet by recycling our packaging. Discover how to recycle our packaging here
Where can I purchase TRUE products?
You can purchase the range through one of our amazing stockists including Holland and Barrett, Sephora UK, Ocado, Boots.com and Superdrug.com, and of course, you can purchase directly from us through our website! We recommend you only purchase our products from one of our authorised stockists as we cannot guarantee that listings on ebay or other market places are genuine unless sold by TRUE Skincare Limited. Click here for our full list of authorised stockists.
Where is my order?
We aim to deliver domestic orders within 3-5 working days (Excluding weekends and bank holidays) via Royal Mail. If you have not received your order within 10 working days of receiving your dispatch confirmation email, please notify us straight away at info@trueskincare.co.uk so that we can resolve this with Royal Mail within their 14 day window. For more information, please visit our Delivery & Returns page.
Why do "Country Taxes" appear on my order summary?
Although this can seem a bit confusing, this is just another phrase for UK VAT (if you are ordering from the UK). We use Shopify Pay and Paypal as our payment platforms, and these details automatically pull from here. Although it may look like extra charges are appearing on your order, you are still only paying the displayed RRP and postage fees, however the VAT appears on this separate "Country Taxes" line. So for example, if you order one of our Facial Oils for £13.50, the "Sub Total" will show as £13.50, the Shipping Fee of £4.99, which totals £18.49 and the "Country Taxes" will appear as the VAT on this total, so in this case, £3.08.
Are TRUE products suitable for sensitive skin?
All of our products are 99%-100% natural, 83%-100% organic and avoid any harsh chemicals or parabens. Although our products are tested on different skins prior to launch, if you suffer from severe sensitivity, skin disorders or allergies, we recommend you consult your doctor or dermatologist and always conduct a patch test prior to use. All of our ingredients are listed on the product pages, so please do check these before making your purchase and please read the directions for use thoroughly before use as many of our products do contain clinically proven active ingredients.
Do any of your products contain gluten?
None of the ingredients in our formulations contain any obvious source of gluten, however we cannot guarantee that the raw material supplies do not use derivatives which contain gluten in their manufacturing processes. Although Coeliac disease is linked to the digestive system, we do ask that you consult your doctor before purchasing.
Do you use essential oils in your formulations?
Yes, our products do contain carefully selected essentials oils to help the skin and mind, however the concentrations of these are very low (less than 1.5%) and are all compliant with IFRA and are under the dermal limits.
Are TRUE products suitable for use during pregnancy?
Although most TRUE products are considered safe for use during pregnancy, our products are naturally fragrant which is something to consider if you are very sensitive to smell. We would always recommend consulting your doctor before using our products should there be any concern at all. Our Resurfacing Pumpkin & Willow Bark Gel Mask is not suitable for use during pregnancy or for those breast feeding. Please check the "Directions for Use" sections for each product prior to purchase.
Why are TRUE products so affordable?
We believe that beauty should be inclusive, not exclusive, which is why we've made a conscious decision to reduce our profits without compromising on elegance, ethics or efficacy, so that you can benefit from premium, yet accessible natural and organic skincare.
Do you offer samples?
Unfortunately due to the volume of sample requests we receive, we are unable to send samples upon request.
How long will my delivery take?
All UK orders are aimed to be delivered within 3-5 working days of receiving your order as outlined in our Delivery & Returns Policy and at checkout, subject to Royal Mail's punctuality. Orders placed before 12pm will be dispatched on the same working day. Next Working Day delivery is available when making your purchase prior to 12pm (aside from during times of unprecedented demand where this may be disabled), and this can be chosen at checkout.
International orders can take up to two weeks to arrive.
How do I become a TRUE stockist?
Interested in stocking TRUE? Please email info@trueskincare.co.uk or complete our "Contact Us" form and someone will respond as soon as possible.
Charity Requests
Although we would love to help with each and every cause, unfortunately due to our existing commitments, the size of our business and the volume of requests we receive, we aren’t able to contribute to individual cases at this time.
Any other questions?
If you can't find what you're looking for here, please don't hesitate to get in touch by contacting us via our "Contact Us" form, or by emailing info@trueskincare.co.uk and someone will get back to you as soon as possible. We are currently experiencing a high volume of enquiries so it may take us a little longer to get back to you than usual.
