What can we help with?
I want to redeem
Wonderful! Please use this quick form to book in your experience, and let us know about any special requests.
Simply fill in your certificate details
Our concierge will handle the rest and get back to you within 48 hours
I want to exchange my experience
Exchange your experience anytime within 12 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.
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, start the checkout process, and check the box pictured below. Enter your gift card number, and finish checking out as usual!
I want to get inspiration / gifting help
Our concierge team would love to help! 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.
When can I expect to receive my gift box?
There is a flat rate shipping fee of £5 on UK orders under £250 (£6.5 for Next-Day). Shipping is free on orders over £250. Shipping includes our signature gift box, certificate, and bag. E-Certificates are available for international orders.
| Within the UK (Standard delivery) | 2-3 Days |
| Within the UK (Next day) | Next day (Monday - Friday) |
| E-Certificate | Same Day |
| Outside the UK | Same Day (e-certificate only) |
Tracking your gift box
You will receive an email and text with your tracking information once the gift box has been dispatched and another email and text 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 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.
For urgent enquiries please 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?
Experiences must be booked within 6 months of purchase, but you or your recipient can choose a date any time within 1 year of purchase.
Made a mistake with booking or checkout?
Please 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.