Contacting Truly & FAQs

I'm not sure what experience to get

Our concierge team will be delighted to help make personalised recommendations, based on factors such as your interests, hobbies, location and budget. We also have gift cards available, so your recipient can choose their own experience.

Can I create a bespoke experience or amend my current experience?

Absolutely! If you can’t find what you’re looking for and would like to create a unique experience (or personalise one of our current experiences) you can contact our Dreams Come True team at [email protected].

How do I create a bespoke experience?

The Dreams Come True Team ([email protected]) look after all bespoke enquiries. They will ask you a series of questions to determine what you’re looking for, what requirements you have and whether they’re able to help. They will then go away and create your Dream Come True experience, and then we can work together to refine the suggestions to make sure it’s Truly a Dream Come True Experience.

How do I check if a specific date is available?

If you would like to check the availability of an experience, simply click "Check a Specific Date" underneath the "Add to Bag” button. This will take you to a form where you can add your details and a member of the concierge team will be back in touch with the availability.

If I don't have a specific date in mind, can I still buy now?

Absolutely, when you purchase you have 2 years to choose a date and go on the experience.

Is there an expiry date?

Yes, you have 2 years to go on the experience from the date of purchase. However, should you need to extend this, please contact our concierge team.

Can I purchase an experiene for someonelse?

Absolutely! When you purchase an experience, we assign a unique code to it. This is what is used to redeem the experience. So all your recipient needs to do is contact us and provide that code to make a booking.

When I can I expect my email certificate?

You should receive an electronic certificate within 15 minutes of placing your order. If for any reason you do not receive it within this time frame, contact our concierge team so they can investigate and re-send the certificate to you.

When can I expect my gift box to be delivered?

All experiences purchased before 12:00 from Monday - Friday, will be dispatched that day. Later purchases will be sent the next working day. The deliveries we offer are:
Standard Delivery: 2-3 working days
Expedited Delivery: 1-2 working days

How much is gift box delivery?

All orders over £200 get free, expedited delivery, otherwise:
Standard - £7.75 (2-3 working days)
Expedited - £8.75 (1-2 working days)

How do I track my gift box?

You’ll be sent a tracking email once the gift box has been sent via Royal Mail.

Can I get my gift box delivered internationally?

We do not usually deliver gift boxes out of the UK, electronic certificates are emailed instead. Alternatively please contact the concierge team for a quotation.

How do I redeem my certificate (book my experience)?

The best way to book is to request your booking dates here.

Can I amend the date of my booking?

Yes, provided it’s within the cancellation date on your confirmation. Contact our concierge team and they’ll help make the arrangements.

Can I cancel my booking?

Yes, provided it's within the cancellation date specified on your confirmation, bookings can be cancelled. If it is outside of the cancellation date listed, it is at the discretion of the venue. Contact our concierge team and they’ll help make the arrangements.

How do I request a refund?

We'll refund any unbooked experiences within 30 days of order. Just email us at [email protected] and we'll process the refund.

Can I exchange my experience?

You can exchange an unbooked experience at anytime, provided the certificate has not yet expired.

How do I exchange my experience?

Just email us at [email protected] with your existing certificate number requesting the exchange.