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

Fill out my online form.

Redemption date extension

Like to get your Christmas shopping in early? Don't worry! We've extended the redemption date on all purchases made during the holiday season. Any experience purchased now to Dec 25 will have until the 25th of June to book, and an additional 6 months to go on the experience.

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.

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, 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 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 9am 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 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 £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 1-2 Working Days
E-Certificate Same Day
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. Chat with our team, emailEmail us at [email protected] or call at 1-800-608-9618.

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 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

1

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.

2

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.

3

Made a mistake with booking or checkout?

Please chat with us or email [email protected] and we can update your order or booking. For urgent enquiries please call us on 1-800-608-9618.

4

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.

5

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.

6

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.