FAQs

Transportation

1. When will the shipment be delivered?
Delivery time depends on the country of delivery. For delivery within Slovakia and the Czech Republic, it is usually 2-4 working days. For other countries where we deliver:
Belgium, Bulgaria, Denmark, Estonia, Finland, France, Croatia, Ireland, Italy, Lithuania, Latvia, Luxembourg, Hungary, Germany, Netherlands, Poland, Portugal, Austria, Romania, Greece, Slovenia, Spain, Sweden (EU countries) and Liechtenstein, United Kingdom, Switzerland and Ukraine
the average delivery time is 4-10 days.

2. Where do we deliver the goods?
We deliver to all EU member states, namely Belgium, Bulgaria, Denmark, Estonia, Finland, France, Croatia, Ireland, Italy, Lithuania, Latvia, Luxembourg, Hungary, Germany, the Netherlands, Poland, Portugal, Austria, Romania, Greece, Slovenia, Spain, Sweden.
We also deliver to countries outside the EU, namely Liechtenstein, the United Kingdom, Switzerland and Ukraine.

3. What are the delivery options?
Delivery is provided by Packeta and you can choose from two options. The goods can be delivered to you by courier to the address or to the delivery point of Packeta.

4. What is the cost of delivery?
The price of delivery depends on the country to which the goods are delivered and on the type of delivery service (courier or delivery point) that you choose.

5. How many days do I have to pick up the shipment at the Packeta drop-off point?
The shipment is stored at the delivery point for 7 days. If you do not have time to pick up the shipment, contact Packeta, they will extend the storage period for free up to 21 days.

6. I didn't have time to pick up the shipment at the delivery point within 7 days, how do I proceed?
If you do not pick up the shipment within 7 days at the delivery point, it will be returned to us, the sender. In this case, please contact us at email@truefala.com and we will resolve the situation.

7. The shipment did not arrive, how to proceed?
If the shipment has not been delivered to you, please contact us at email@truefala.com and we will resolve the situation.

 

Order

 

1. After sending the order through the e-shop, I received an email with the name "confirmation of receipt of the order", what does this mean?

Confirmation of receipt of the order is automatic and has only an informative nature. It informs you that we have received your order and are processing it.

2. After confirming the receipt of the order, an "order confirmation" was sent to my email address, what does this mean?

It means that we have the goods you ordered and we are working on sending them to the address you provided.

3. What happens if we do not currently have the goods on order?

Instead of confirming the order, we will contact you at the email address you provided with information about the availability of the goods. If you ordered 2 or more products, and one of them is not available, after agreement with you, we will send you an order confirmation with the products that are available. We can inform you about the availability of the missing product by email, if you agree.

4. How can I change the number or type of products in the order after receiving the order confirmation?

The content of the order can be changed even after the order has been confirmed, write to us at email@truefala.com about what change you require.

5. How can I change the delivery address after receiving the order confirmation?

The delivery address can be changed until the delivery order is submitted. We usually submit orders for delivery 1-2 days after sending the order confirmation to the email you provided.

6. Can I track my order during delivery?

We deliver via Packeta. Packeta sends notifications to customers immediately after receiving information from the e-shop, after receiving the shipment for transport, about movement at the depot, about delivery to the delivery point, etc. Customers will receive a shipment tracking number with which they can track the shipment's movement.

7. How can I pay for an order in the e-shop?

You can pay for your order using a bank card or via Apple Pay.

8. When will the invoice for my purchase be delivered to my email?

The invoice confirming the purchase will be delivered to you together with the order confirmation to your email address.

9. When will you withdraw the money from my account for the ordered goods?

Money is withdrawn from your account at the moment of payment in the e-shop.

10. The goods did not arrive or I received different goods than ordered, how to proceed?

If the shipment was not delivered to you or other goods were delivered to you, please contact us at email@truefala.com and we will resolve the situation.

 

Products

 

1. How to choose the right size of clothes?

Clothing from collection no. 2 is sewn in size one size (one size), XS, S and M. Clothing from collection number 1. is sewn in sizes S-M and L-XL. It is about the so-called two-size, because the models are oversized. To make it easier to determine your size, each model includes in the description not only the size, but also detailed measurements and also information about the model's size and what size she is wearing.

2. I would like to order clothes that are currently sold out, how do I proceed?

Write to us at email@truefala.com which product you are interested in and we will find out its availability.

3. What material is the clothing made of?

Our clothes are made from Amni Soul Eco® fabric, which is biodegradable or biodegradable. Amni Soul Eco® is a gasoline-based polyamide yarn developed and manufactured by Solvay and distributed by FULGAR. The secret of Amni Soul Eco® is its improved composition based on polyamide 6.6, developed by the research efforts of the Rhodia-Solvay group, which allows the clothes to decompose quickly when left in landfills in the ground. This innovative technology preserves the durability and quality of the garments while offering the advantages of polyamide fiber (softness, comfort, easy maintenance, etc.).

4. What are the other parts of the clothing made of?

The threads are made from wood pulp and the rubber is a mixture of natural rubber (rubber) and cotton. The threads and rubber are biodegradable, in other words biodegradable, just like the Amni Soul Eco® fabric.

5. Won't the clothes fall apart when worn?

The biodegradability or biodegradability of clothing means that the clothing will decompose within 5 years in the soil without access to oxygen. For this reason, it is not possible for the clothes to biodegrade, that is, to break down biologically, during wear.

6. How to properly care for clothes so that they last as long as possible and in the best condition?

The clothes have a very long life thanks to the quality fabric and processing. The clothes do not wrinkle, do not lose elasticity, dry quickly after washing and when sweating. Wash clothes at max. 40 degrees in the washing machine using classic powders and fabric softener. The clothes are not bleached or chemically cleaned. You can tumble dry your clothes on low heat and iron on

 

Goods reclaim

 

1. How do I return clothes if for some reason they don't fit?

You can return the clothes without giving a reason within 30 days from the day of receipt of the shipment. From a legal point of view, this is a withdrawal from the contract according to point 8.2 of the Terms and Conditions. We prefer sending an email to email@truefala.com. You can also send us a letter to our contact address: Podjavorinskej 5, 81103 Bratislava. For withdrawal, you can also use the sample form provided by us, which forms attachment no. 2 of the Terms and Conditions. The entire return process within the 14-day period takes a few days to a few weeks, depending on the place of delivery.

 

2. The clothes were delivered to me and the size does not fit, I need a different size. How to proceed?

Write to us at email@truefala.com what size you wish to send with the number of the wafer and we will send you the desired size. The recipient pays the delivery fee for a different size.

 

3. The goods were delivered in broken or damaged packaging or is the shipment apparently too light, how to proceed?

In this regard, we ask you not to accept such goods from the transport company and to notify us of this fact immediately by phone number +421948040018 or by e-mail at email@truefala.com.

4. I discover that the goods have obvious defects, for example, they are mechanically damaged - the clothes are torn, have irremovable stains, etc., what should I do?

If these obvious defects are detected, you are obliged to file a claim without undue delay according to point 7.4.1. until 7.8. Business conditions.

5. How does the complaint process?

We will determine the method of processing the claim immediately, in complex cases no later than 3 working days from the date of application of your claim. In justified cases, especially if a complex technical evaluation of the condition of the goods is required, no later than 30 days from the date of application of your claim. After determining the method of handling the complaint, we will handle the complaint immediately, in justified cases we can also handle the complaint later; however, processing of the claim may not take longer than 30 days from the date of application of the claim. You have the right to withdraw from the contract or have the right to exchange the goods for new goods, if possible, after the expiry of the deadline for processing the complaint. We are obliged to issue you a written document about the processing of the claim, no later than 30 days from the date of application of the claim, and we will inform you about its processing via e-mail. In the event that the complaint is accepted, we will send you the repaired goods or exchange the goods for new goods or refund the paid price of the goods, unless we agree otherwise. The entire complaint process can be found explained in detail in the Terms and Conditions, points 7.4.1 to 7.8.