Shipping policy

 

Shipping Policy

At truthpaste HQ, we’re passionate about the planet. All of our packaging is recycled or reused,  from the boxes to the paper which we wrap your delivery in. 

All orders placed on a working day before midday are shipped the same day, and orders after midday are shipped the next working day. This may take a little longer during busy periods so please leave 3 - 5 working days for delivery (In the UK only).

For international deliveries please allow up to 14 days for delivery. 

For UK orders

Orders to the UK are shipped by Royal Mail 24 or 48, and larger orders by UPS. Please choose your shipping option at the checkout.

Royal Mail Tracked 48: £3.50

Royal Mail Tracked 24: £4.50

Free shipping is available for orders over £30. These will be sent via Royal Mail 48. 

For EU Orders

Orders to European countries are shipped via Royal Mail Tracked. Shipping rates start at £13.45 and will vary depending on the weight of your order. Please use the shipping calculator on the cart page for more info.

PLEASE NOTE: Due to Brexit, EU customers may be charged import and VAT fees by the courier before receiving your order. 

International Orders:

International order times and prices will depend on your country and order size. We use Royal Mail International Tracked, please allow up to 2 weeks for International shipping. For more details on shipping prices please use the shipping calculator which can be found on the full shopping cart page. 

 


Failed Deliveries & Missing Parcels

We understand how frustrating it is when a delivery doesn’t arrive as expected. We will always support genuine claims and work directly with Royal Mail to investigate any issues.

1. Missing or Disputed Deliveries

If your order is marked as delivered but you have not received it, we will open an investigation with Royal Mail.

A refund or replacement can be issued only if Royal Mail confirms the parcel as lost, misdelivered, or stolen, or if the proof of delivery is invalid. This includes situations where:

  • No delivery photo or GPS data is available

  • GPS data does not match your delivery address

  • The delivery photo shows the wrong property

  • The parcel was left in an insecure location (e.g. public bin or shared area without permission)

  • There is clear evidence of tampering or theft

If Royal Mail confirms successful delivery to the correct address with valid proof, we are unable to issue a refund.

2. Reporting Timeframe

Delivery issues must be reported within 7 days of the courier’s marked delivery date. Reports made outside this window may limit our ability to investigate or claim compensation.

3. Supporting Information

To help us investigate, we may request supporting information such as:

  • A photo of your front door or delivery location

  • Confirmation of door colour or identifying features

  • A short written statement confirming non-receipt

4. Incorrect or Incomplete Address Details

If a delivery fails due to missing, incorrect, or incomplete address information provided at checkout, the order will be returned to us.

In this case, you may choose to:

  • Have the order resent for a £3.99 reshipping fee, or

  • Receive a refund for the product cost only (excluding original shipping), provided items are unopened and eligible under our Returns Policy

5. Orders Returned to Us After Dispatch

If a parcel is returned to us due to non-collection or address issues, the same options apply:

  • Resend the order for a £3.99 reshipping fee, or

  • Refund the product cost only (excluding shipping), subject to eligibility

6. Damaged or Missing Items

If your order arrives damaged or with items missing, please contact us within 7 days of delivery at contact@truthpaste.co.uk

To help us investigate and resolve the issue, please include:

  • Clear photos of the items you have received inside the packaging it arrived in

  • A photo of the outer shipping box and shipping label, and packaging paper/peanuts received

  • A brief description of the issue, clarifying all damaged or missing items

Items must not be opened, used, or disposed of before reporting the issue. Products that have been opened or used prior to notifying us may not be eligible for replacement or refund, as this prevents us from raising a courier claim or conducting a proper quality investigation.

We’re unable to replace or refund items unless sufficient evidence of the damage and original packaging is provided, as this information is required for courier claims and quality checks.

Once received, our team will review the details and advise on the next steps for a replacement or refund in line with our returns policy.


International Shipping Policy

We ship Truthpaste worldwide because oral health doesn't stop at the border.

Here's everything you need to know before you order.

Where We Ship

We currently ship to most countries worldwide. If your country isn't available at checkout, drop us a message — we'll do our best to find a solution.

Shipping Times

Orders are dispatched from our UK base within 1–3 working days.

Estimated delivery times once dispatched:

  • Europe — 5–10 working days
  • USA & Canada — 7–14 working days
  • Australia & New Zealand — 10–20 working days
  • Rest of World — 10–25 working days

These are estimates. Customs processing times vary by country and are outside our control.

Shipping Costs

Shipping costs are calculated at checkout based on your location and order weight. We don't inflate shipping — what you see is what it costs us to get it to you.

Customs, Duties & Import Taxes

This is important. Please read it before you order.

When you order from outside the UK, you are importing goods into your country. That means your country's customs authority may apply import duties, taxes, or fees to your parcel before it's delivered to you.

These charges are entirely outside our control. We have no way to predict, calculate, or waive them — they are set by your government, not us.

You, the customer, are responsible for:

  • Any customs duties applied to your order
  • Any import taxes or VAT charged on delivery
  • Any customs clearance or handling fees
  • Any storage fees if a parcel is held at customs

We are not able to reimburse these costs, and we are not responsible for delays caused by customs processing.

If you're unsure what charges might apply in your country, we recommend checking with your local customs authority before placing your order.

Please note: If a parcel is refused or returned to us because customs fees were not paid, we are unable to refund the original shipping cost. Any restocking or return shipping costs will be deducted from your refund.

Tracking Your Order

All international orders are sent with tracking. You'll receive a tracking number by email once your order is dispatched. Use it. Customs delays are easier to manage when you know where your parcel is.

 

Note: We are unable to take responsibility for parcels delayed or seized by customs.