Last updated: August 26, 2026

Buying clothes without trying them on is a gamble, so we give you room to change your mind. This page explains how returns, refunds and guarantee claims work at Truestag.

Your 45 days. You have 45 days from the day your parcel is delivered to send an item back for a refund. The garment has to come back unworn, unwashed and free of smoke, pet hair and fragrance, in its original packaging with the tags still attached. Trying a piece on over your clothes is expected and fine. Wearing it out for a day is not.

What cannot come back. Face coverings and any item sold as a hygiene product cannot be returned once the seal is broken. Clearance and final sale pieces are sold as they are and are noted as such on the listing. Anything you have altered, hemmed or had printed is yours to keep. Gift cards are not refundable.

Starting a return. Email support@truestag.shop with your order number and tell us which pieces are coming back and why. We reply with the return address and a short set of instructions. Please wait for that reply before you post anything, because parcels that arrive unannounced are slow to match to an order and may be turned away.

Who pays the postage. Where you are returning because of size, colour or a change of heart, the return postage is yours. Where the item is faulty, damaged in transit or simply not what you ordered, we cover it. Use a tracked service either way. An untracked parcel that never arrives is very hard for us to refund.

Getting your money back. We check the returned garment as soon as it lands and email you the outcome. Approved refunds go back to the card or account you paid with, and the money normally appears within 5 to 10 business days depending on your bank. The original outbound shipping charge is refunded only when the return was caused by our mistake.

Swapping a size. We do not hold stock against an incoming return, so the fastest route is to order the size you want now and return the first one for a refund. That way the size you need is locked in before it sells out.

The 12 month guarantee. Every full price garment is covered for 12 months from delivery against manufacturing defects: seams that open, zips that fail, snaps that pull through, drawcords that tear out. Send us your order number and a photo or short video and we will repair it, replace it, or refund it. The guarantee does not stretch to normal wear, thinning fabric, fading after repeated washing, damage from accidents, or anything altered after purchase.

Damaged, faulty or wrong on arrival. Tell us inside 7 days of delivery, with your order number and photos of both the garment and the outer packaging. We arrange collection or a prepaid label and send a replacement or a refund. There is no cost to you in that situation.

A refund that has not turned up. If we have confirmed a refund and 10 business days have gone by with nothing showing, speak to your bank first, since card settlement can lag. If it is still missing after that, come back to us and we will trace it from our end.

Contact us. Truestag, 12 Superior Ave, Dracut, MA 01826, USA. Email: support@truestag.shop. Phone: (603) 833 5999.