FAQs

How does Truly work?

  1. Select an experience and check out.
  2. You'll be sent an e-certificate with a unique code within 1 hr of purchase. This is your golden ticket! (This can be printed or forwarded to your recipient).
  3. To book, simply book via our online form using your unique code.
  4. Sit back and let us handle the rest.

How long is my certificate valid?

You have 1 year to go on the experience. Should this time elapse, just contact our concierge team and we'll convert the experience certificate into a Truly Monetary Gift Card of equal value which never expires.

How do I use a Truly Gift Card?

After you add an experience into your Shopping bag and begin the Checkout process, you can use it as a Payment method. Select "Apply Gift Cards" and enter your Gift Card code.

Do you offer gift boxes?

Unfortunately, we are currently not offering gift boxes or physical gift cards.
Instead we offer e-certifcates sent to your email. These can be printed if you wish.

Is service charge included?

Not all experiences include service charge. If service charge is included, it will be always be indicated in the experience description.

How do I contact you?

Our phone lines are closed due to a staff shortage.
Most common questions can be answered by our automated Chatbot Chip, but if you need more help please email us at [email protected].
For last minute cancellations (<48hrs), please contact the venue directly, where the experience is to be held at. Otherwise, please email us at [email protected] and we can update your booking.

Orders

I WANT A REFUND / EXCHANGE

We'll refund any unbooked experiences within 30 days of purchase.
For exchanges, we simply convert your certificate into a Truly Monetary Gift Card.
You can use this to purchase any experience from the site, by using it as a Payment method during Checkout.
If you would like a refund or exchange, email us at [email protected] with your certificate number or order number.

My certificate has expired

No problem! We simply convert your certificate into a Truly Monetary Gift Card, that never expires. You can use this to purchase any experience from the site, by using it as a Payment method during Checkout.
Email us at [email protected] with your certificate number or order number and we'll convert it to a monetary gift card for the value of your experience.

I haven't received my certificate

Please email us at [email protected] with your order number and we'll send your certificate immediately.

I need to amend the gift message on my certificate.

No problem. Just email us at [email protected] with your order number and the new message you'd like to include and we'll resend the certificate with this updated message.

Bookings

How do I book?

On your certificate you will find a Your Certificate code, which you will need to book via our online form.

I want to cancel or amend my booking

For last minute cancellations (<48hrs), please contact the venue directly, where the experience is to be held at
Otherwise, please email us at [email protected] and we can update your booking.

I lost my booking information

Please send us an email at [email protected] with the name the booking would have been made under and we'll resend the booking confirmation to your email.

I'm still waiting for my booking to be confirmed

We are sorry you are still awaiting confirmation for your booking.
In partnership with our suppliers we do everything we can to get our customers booked in within 4 working days.
This however can sometimes take longer during busy periods.
Please email us at [email protected] with your certificate number and we will escalate the priority of your booking.