Frequently Asked Questions

About

Orders

Shipping

Exchanges / Returns

Others

About

Are you a Christian Clothing Brand?
Yes, True Design was birthed from the commitment to spreading the message of God's love and the transformative power of the Gospel, symbolized by the butterfly. However, our brand is for anyone and everyone!
Do you have a physical store?
Currently, we do not have a physical store and we run everything online.

Orders

I have ordered but I realized I need to make a change to my order. Can that be done?
Fast fingers they say. We understand that sometimes our fingers are too quick! We allow changes to be made within 24 hours from when you have placed your order with us. Please drop us an email at truedesignmerch@gmail.com with your order number and item you would like to be changed. 

We seek for your understanding that we will not be able to process any order change after 24 hours we would have already started making your piece of clothing. 
I have ordered but I realized I need to cancel my order. Can that be done?

We do accept cancellation of orders made within 24 hours since purchase. Please do note that cancellation refunds will only be done through store credit. 

Please drop us an email at truedesignmerch@gmail.com with your order number.

My Order is delayed. Can I get a refund?
We understand that there might be a delay of your MTO pieces due to unforeseen cicrumstances. Please be assured that our team is working our best to get your pieces to you as soon as possible. As it is a MTO order, it would already have been communicated to our vendor and is in the middle of production. Therefore, unfortunately we would not be able to process a refund. 

You may also reach us at truedesignmerch@gmail.com if you have more concerns or questions. We will do our best to help you.
What Payment methods do you accept?
Currently, we only accept payment through credit card. 

Shipping

Do you ship Worldwide?
Yes we ship worldwide! 

Delivery costs are calculated upon checkout. 

Our delivery usually takes an estimated 7-14 working days upon shipping. 

Our MTO pieces will typically take 2-4 weeks to produce and ship. 
Can I track my order?
Yes! Once your order is shipped, we will send you a Shipping Confirmation Email from our email including your tracking number. 

You may check the delivery status of your order here - Track My Order.  
Would I have to pay for tax or duties upon receiving my item?
All customs and taxes would be the responsibility of the customer. As custom and import duty fees vary from country to country, unfortunately, we would have no control over these charges and cannot advise you on the costs. 
Shipping Disclaimer
We are not liable for deliveries that are affected by customs, natural occurrences, transfers from international to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fees, customs or back-end charges incurred.

Exchanges / Returns 

I do not like my item. Can I get a refund?
We are sorry that the piece you have received is not to your liking. However, with our sustainability model of MTO pieces, we are not able to process refunds based on an individual's personal preference.
My item is wrong or damaged. 
Please do inspect your order upon receiving and contact us immediately if the item is defective, damaged or if you have received the wrong item. We would evaluate the issue and contact you with the next viable step.
What is your exchange policy?
We currently do not have an exchange policy. We will be working on it! 

Have more questions?

We're here for you! You may reach us through our contact page or drop us a direct message on our Instagram. Your feedback is invaluable to us. Let's start a conversation!