Terms of service

True Grace are makers of fine candles and beautifully perfumed products. As in any business, we have to get the legal bits right. So here are our terms and conditions which will apply if you are using this site and/or placing an order with us. Spend a few moments to read these terms and conditions as well as our privacy policy before placing your order. These terms apply to goods ordered via the online store, by email or by phone. We reserve the right to amend these terms and conditions at any time but, in respect of any ordered goods, the terms and conditions which apply shall be those which you accepted when placing your order.


GENERAL ONLINE TERMS & CONDITIONS
  • Use of website
  • Acceptance of your order
  • Payment
  • Delivery
  • Order cancellations
  • Returns
  • Promotions & discounts

USE OF THE WEBSITE

To register with www.truegrace-wholesale.co.uk and purchase goods from our website, you must be over eighteen years of age. You must ensure that the details provided by you on registration or at any time are correct and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. You must give us your real name, address, phone number, email address and any other details that we may require to process your order. 

We reserve the right to decline a new customer registration or suspend a customer's account at any time and at our sole discretion.


ACCEPTANCE OF YOUR ORDER

You can place an order in several ways, either online, by email or over the telephone.
Non-acceptance of an order may be a result of one of the following:
The product you ordered being out of stock
Our inability to obtain authorisation for your payment
The identification of a pricing or product description error
Failure to meet the eligibility to order criteria set out in the Terms and Conditions

ONLINE

Shortly after you have placed an order with us by pressing the 'Place Order' button an email will be sent to you acknowledging the exact details of your order. Should you not receive an acknowledgement within 5 business days, please contact our Head office on +44 (0) 1985 210890 Lines are open Monday to Friday 9.00 am - 5.30pm (closed Saturday and Sunday).
or via email on sales@truegrace.com

Over the Telephone

A member of our Wholesale Team can help you place an order over the telephone, advise you on the range of merchandise we offer on our website and help you with queries about payment.
By Email

A member of our Wholesale Team can place your order via email, advise you on the range of merchandise we offer on our website and help you with queries about payment.

Our Wholesale team are available Monday to Friday 9.00am - 5.30pm (closed Saturday and Sunday). Please call +44 (0) 1985 210890


PAYMENT

We take payment from your card at the time we receive your order, once we have checked your card details and stock availability. Payment must be made with a valid credit or debit card acceptable to us or by bank transfer via BACS. The address at which the card is registered must be the same as your billing address. You can register a new payment card at any time, but the card associated with a given order cannot be changed once you have checked out. To ensure that your credit, debit or charge card is not being used without your consent, we will validate your name, address and other personal information supplied by you during the order process against appropriate third-party databases. By accepting these terms and conditions you consent to such checks being made. In performing these checks, personal information provided by you may be disclosed to a registered credit reference agency which may keep a record of that information. This is done only to confirm your identity: a credit check is not performed and your credit rating will be unaffected.

ORDER CANCELLATIONS

If you wish to cancel your order placed online or over the telephone, please contact our True Grace Wholesale team by emailing us at sales@truegrace.com stating your intention to cancel the order. In order to change the details of your order, you must notify us within 1 hour of your order being placed. Please have the order number and date the order was placed to hand. After this time we are unable to amend your order as we endeavour to process orders immediately. If you would like to cancel or amend your order or have any further questions about our cancellations policy please contact our Wholesale Team on +44 (0) 1985 210890

RETURNS

The Returns Policy is for goods purchased on the website, by email or over the telephone. If the goods you have received differ from those mentioned on your order confirmation or have been damaged in transit we will aim to replace or refund those goods. Please notify us by email at sales@truegrace.com within 48 hours of receipt of the goods with images supporting your returns claim.

Any correspondence should be sent to Arco England Ltd, Crusader Park, Roman Way, Warminster, Wiltshire, BA12 8SP
Email : sales@truegrace.com

If the goods you have received are incorrect from the order you have placed or have been damaged in transit we will aim to replace those goods. Please notify us by email at sales@truegrace.com, within in 48hours of receipt of the goods with images supporting your returns claim.

We can’t accept full liability for delivery of the wrong products/quantities if what has been delivered corresponds with your proforma and you have failed to double-check this and notify us of any mistakes prior to shipping. Please also note that we are unable to accept responsibility for the goods being shipped to the wrong address if you have not notified us of a change of address.

Faulty/damaged items do not need to be returned to us and can be disposed of after you have sent us a picture of the faulty/damaged item.

Items sent to you in error due to a mix-up in our warehouse will be collected from you by our courier. Alternatively, we can offer a refund on postage if you choose to send this to us yourself.

All returns should be sent to;

Wholesale Returns Dept.

Arco England Ltd
Crusader Park
Roman Way
Warminster
Wiltshire
BA12 8SP 

If you have received the wrong items due to a mix-up in our warehouse we will collect the wrong items and replace, refund or credit them.


PROMOTIONS & DISCOUNTS
In order for a promotion or offer to be applied to your order, a valid promotion code must be entered into the promotion code box on the basket page. True Grace cannot be held responsible for not discounting the order if a valid code has not been entered. If placing an order by telephone you must quote the promotion code before placing your order.

We reserve the right to remove promotional offers, including gifts with purchase, from your order if the criteria for the promotion have not been met.