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 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 1-800-608-9618.
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 £6.50 on UK orders under £250 (£8 for Next-Day, £20 same-day London only). Shipping is free on orders over £250. Shipping includes our signature gift box, certificate, and bag. E-Certificates are available for international orders.
|Within London (Same day)||Same Day (Monday - Friday)|
|Within the UK (Standard delivery)||2-3 Days|
|Within the UK (1-2 days)||1-2 Days (Monday - Friday)|
|Outside the UK||Same Day (e-certificate only)|
Haven't received your gift box?
If you haven't yet received your gift box, definitely let us know so we may check on the current delivery status. [email protected] or call at 1-800-608-9618.us at
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 [email protected] - providing your order number, which you will find in the order confirmation email.send us an email at
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 pleasecall us on 1-800-608-9618. Please note this number is for customer service only, any other enquiries will be directed to email the relevant department.
Frequently Asked Questions
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 protected] and we can update your order or booking. For urgent enquiries please call us on 1-800-608-9618.email
Do you give special discounts for charities?
We have previously worked with charities and provided experiences for auctions. Please get in touch with our corporate team at [email protected] 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 at [email protected] 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.