Frequent Asked Questions

1. Do I need to be registered to make a purchase?

No, you can also place your order as a Guest.

2. What does an account allow me to do?

You will be able to get faster checkouts and manage your orders.

3. I have forgotten the password to my account. How can I get a new one?

Enter to the login section, and click on the “FORGOT YOUR PASSWORD” option. Type your email address to receive a password reset link. If you are experiencing any difficulties, please contact customerservice@trueartist.com

4. What is the status of my order?

Orders are usually dispatched within 2-5 business days and you will receive an email once your order has been shipped with your tracking number. All products are subject to availability, if they are not available we will contact you as soon as possible.

You can keep track of the parcel here. 

5. Can I change or cancel my order after placing it?

At the moment once an order is placed there is no possibility to modify it, please contact us immediately after placing your order via customerservice@trueartist.com and our Customer Service team will inform you if it is possible to cancel your order. Note that we can not assure that the cancellation can be effective. During sales or launching periods our response can be slightly delayed.

6. What’s your return policy

You have 14 days to return it from the day you receive the order, return shipping costs will be deducted from the refund and the amount may vary from each country. To obtain further information of the return process please go to RETURNS

7. How do I return an order placed as a Guest?

On the section RETURNS, at the top of the page you will find 2 fields that you must fill in with the order number and your email to request your refund. You will also find detailed information on how to proceed depending on whether you are inside or outside the European Union.

8. How and when will I receive my refund?

You will receive your refund back to your original payment method within 7-10 business days after your return is accepted in our warehouse. We will send you an email to confirm when it does.

9. What size am I?

Refer to our Size Guide to pick the best size for you. If you’re in between sizes, do not hesitate to contact us.