What can we help with?

I want to redeem

Wonderful! Make a note of your certificate number and then follow this link to get booked in. Don't forget to let us know about any special requests!

I want to exchange my experience

Exchange your experience anytime within 24 months of purchase, as long as we haven't yet confirmed your booking. Use the form below to let us know which experience you'd like to exchange for, and we'll be in touch shortly.

Fill out my online form.

I want to use my gift card

Good news! It's now really easy to use your gift card, without having to call in. Simply add the experiences you want to purchase to your bag, and start the checkout process. Enter your gift card number, when you get to the "Your Payment" step, press Apply and finish checking out as usual!

I want to get inspiration / gifting help

Our concierge team would love to help! For recommendations and special requests please send us an email at [email protected] and we'll get back in touch shortly.The quickest way to get in touch if you'd like recommendations is to chat with us online (we're open between 7am GMT and 10pm GMT Mon-Fri and between 9am GMT and 6pm GMT Saturday and Sunday for chat). If you have any special requests, send us an email at [email protected]. For urgent enquiries reach our concierge team at +44 (0)203 890 3248.

I want to check availability of an experience

The quickest way to check availability is on the experience page. Below 'Add to Bag' you'll find 'Specific Date in Mind'. Select your preferred time and date, and our concierge team will get back to confirm.

What shipping options are available, and how much do they cost?

There is a Standard shipping fee of £7.75 on UK orders under £200 (£8.75 for Expedited delivery). Standard and Expedited shipping is free on orders over £200. Shipping includes our signature gift box, certificate, and bag. E-Certificates are available for international orders.

Delivery Options Delivery Times
Standard - £7.75 Order by 12pm for 2-3 working day delivery
Expedited - £8.75 Order by 12pm for 1-2 working day delivery
E-Certificate Same Day
Outside the UK Same Day (e-certificate only)

Tracking your gift box

You will receive an email with your tracking information once the gift box has been dispatched and another email once it has been delivered. If you'd like to track your package, you can do so with your tracking information on Royal Mail. For any other questions or queries, please contact us at [email protected].

Requesting a refund?

We can refund your purchase within 30 days, as long as the experience has not been redeemed. The buyer will need to get in touch via written request. Please use chat or send us an email at [email protected] - providing your order number, which you will find in the order confirmation email.

I want to ask about something else

No problem! Just use the form below and we'll be in touch as soon as possible.

Fill out my online form.

For urgent enquiries please chat with us or call us on +44 (0)203 890 3248. Please note this number is for customer service only, any other enquiries will be directed to email the relevant department.

Frequently Asked Questions


Why Truly?

At Truly, we believe that the memories gained from shared experiences bring more happiness than material things. This is why we offer the most extraordinary experiences you'll find - in London and beyond. #CollectMemories, not things! Find out more about us.


When must I redeem by?

Due to the Covid-19 situation, we've extended all existing certificates by an additional year and all new certificates will be valid to be booked for 2 years from the date of purchase. If you have any questions, please don't hesitate to contact us.


Made a mistake with booking or checkout?

Please chat with us or email and we can update your order or booking. For urgent enquiries please call us on +44 (0)203 890 3248.


Do you give special discounts for charities?

We have previously worked with charities and provided experiences for auctions. Please email our corporate team to let us know what you're looking for and we'll be back in touch shortly.


Do you tailor experiences for company events?

We can create bespoke experiences for companies and cater to special requests. Please email our corporate team with the nature of your request and we'll be back in touch shortly to let you know how we can help.


How can I cancel my booking?

We're happy to cancel and reschedule a booking once. This, however, must be requested at least 48 hours before the booking (some venues require longer notice) and is ultimately at the discretion of our partner. We will always do our best to accommodate any last minute emergencies.