Store Policy

Terms and Condition
last updated 12/05/2018


We want to give you the best shopping experience, so please take a moment - honestly, it won’t take long - to read about how all this works. It will take you through everything from ordering and paying online to delivery, using the website, and details about us. Thanks very much for reading.


  • Contents

  • Ordering

  • Delivery

  • Resale

  • Payment and Security

  • Prices and VAT

  • Customs

  • Cancellations and Returns

  • Cookies

  • VAT Queries


Address for any returns:

True Obsession Ltd 

8 Merrial Street 

ST5 2AD Newcastle under Lyme

United Kingdom

We are True Obsession Ltd (company registration number 09765476) of 8 Merrial Street, Newcastle, ST5 2AD.


At True Obsession, we pride ourselves on selling and delivering handmade natural cosmetics to your door and delivering excellent customer service every time.


We Believe in Excellent Service

We believe our True Obsession team works hard to answer your calls and queries, they lovingly pick and pack your parcels and they send them out of the door with the care.  If our service has rocked your world, or if you aren't 100% happy, call our team straight away on (+44) 01782 619421 or email We aim to provide high-quality service and all feedback helps us to improve each time.



Everyone is allowed one customer account, but you have to be 18 or over to do so. By placing an order on our website, you agree to give:

Your real name
Your e-mail address
Your billing address
A delivery address (this
maybe the same as your billing address)
A contact phone number (in case we need to speak to you about your order)

If the technology fails us or we make a genuine mistake, your order attempt may be unsuccessful. We will do everything we can to resolve this.


Once you have placed an order, you will receive a confirmation e-mail within 24 hours, and then one within 24 hours of your order being dispatched. Depending on which delivery option you've selected, you then have a rough idea of when products will be with you.

If something is not in stock, we will let you know as soon as possible after the order has been placed. If we are expecting the item in soon, we may send it in a separate parcel after your main order has been despatched.


Once you are ready to check out, you will be directed to the shipping confirmation page where you may select the type of delivery, and the delivery and/or billing addresses. 

After placing your order you will receive an automated

1.1 Complaints

If you have a complaint relating to our Terms and Conditions or our products, please contact with us by sending email to or write us a letter to True Obsession Ltd, 8 Merrial Street, Newcastle, ST5 2AD.


We will attempt to resolve the complaint using our internal complaints-handling procedure. If the process is exhausted and the complaint is not settled in this way, you may make a request to us for the dispute to be settled by mediation through The Retail Ombudsman or Online Resolution Dispute Platform.  If you make such a request, we shall consider whether or not we wish to use The Retail Ombudsman to try to resolve the dispute but we are not obliged by law to do so. 

2. Delivery

We have a variety of delivery options for customers in the UK.


Our Courier Service 2-3 Days (£6.00) option will be sent via courier. It will be delivered between 8am and 8pm and will require a signature. If you should miss our courier, they will leave a card with a number that can be called to arrange redelivery for a different day. 


Standard delivery (£3.95) 3-5 working days- If you select this option parcels weighing less than 2kg will be sent with Royal Mail, so keep your eyes peeled for your local postie! For larger orders (over 2kg), we will use a courier, which will require a signature upon delivery.


Deliveries over £60 will be sent free of charge- we will use a courier, which will require a signature upon delivery.


Delivery outside of the UK


We can ship orders globally from the UK website, with the flat shipping rate £10. We will confirm the cost to deliver your products at the checkout but prior placing your order.  The delivery cost is not determined by a combination of the size and weight of the order and the destination.


Delivery time to overseas destinations will vary depending on the delivery destination.  In the event that your order has not arrived within a reasonable period of time please contact  True Obsession Ltd Customer Care Team on (+44) (0)1782 619421 or email


Split delivery

We may split delivery of your order into several parts based on the stock availability.  You will not be charged extra for this facility.


Data protection and privacy policy

Any personal information you provide to True Obsession Ltd directly or via and from which you can be identified is stored securely and confidentially and is processed fairly and lawfully in accordance with our privacy policy.

We provide your details to our couriers and postal service providers that deliver your order.


Events beyond our control

We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event).


A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes but is not limited to:  

  • Strikes or other industrial action.

  • Civil commotion, terrorism or threat of, war or threat or preparation for. 

  • Fire, explosion, adverse weather conditions, subsidence, epidemic or other natural disasters.

  • Disruption to supplies or delivery methods.

  • Acts of government or regulatory bodies.

  • Disruption to the public or private telecommunications networks.


Occasionally, parcels going overseas may be delayed at customs control when entering your country. This is beyond our control and we cannot be responsible for the late arrival of parcels detained in this way.



After placing your order you will receive an automated acknowledgment by email. Please note that this does not mean that your order has been accepted. All orders are subject to acceptance by us, and we will confirm acceptance to you by confirming that your order has been dispatched.


Once we accept your order, a contract to purchase and deliver products takes effect between you and True Obsession Ltd. You pay the sum that you see at the end of the checkout process, together with the delivery. Upon receipt of your order for the products, you will be charged for the products and the delivery costs.


Products will be at your sole risk from the time of delivery to you. 


The Contract

When we confirm acceptance of your order by confirming the products have been despatched a legally binding contract will exist between us.  If we do not confirm acceptance we will refund your payment.

Your order constitutes an offer to us to buy a product. If we believe a customer acts against these Terms and Conditions, we reserve the right to cancel or suspend their order. 

This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain e-mail addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer who we have suspended.

Ownership of the products will only pass to you when we have received full payment.
A person who is not party to the contract shall not have any rights under or in connection with it.


By ordering from our retail website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these terms and conditions and your agreement with us.

4. Payment and Security

We do not hold your credit/debit card data. You do not enter any credit card data into the True Obsession site. When you come to pay for your products your payment is processed through the Worldpay or Paypal secure server. You can find information about their privacy on the link Worldpay or Paypal. 


We accept Visa, Mastercard, and AMEX, through Worldpay. We also accept PayPal payments. 

Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.



Unfortunately, we cannot take foreign cheques.

Please do not post credit card details to us. 

You can contact True Obsession Ltd Monday to Friday 10:30 to 17:00. Saturday 10:30-16:00. Sunday closed. Bank Holidays closed. We are closed Christmas day, New Years Day and Easter Sunday. 

5. Prices and VAT

True Obsession is not registered for VAT and our prices, as stated on our website, are in pound sterling (£). You will be charged in pounds sterling even if you don't live in the UK. We reserve the right to alter prices at any time. Overseas orders may incur bank charges for international transactions. Prices and promotions held in our high street stores may not apply to this website, unless otherwise stated, and vice versa. Please note that offers are subject to availability and may end before originally advertised.

Where you have requested delivery to a UK or EU address.


Products delivered to destinations outside the EU may be subject to taxes, fees, levies or other charges as a result of local legislation or customs formalities and we advise that you check the import charges applicable in any non-EU country before ordering Products to be delivered there.


The recipient of the order is responsible for all customs formalities for the import of the Products, and will be required to pay any additional charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges that may be levied outside the EU. The recipient of the products, not the person placing the order, will receive a separate request for payment of these charges.


If you are ordering Products to be delivered to someone else, please ensure they are made aware that they will be responsible for these additional charges.

You (or the recipient of the products if different) will be the importer for all international deliveries of the products. Therefore, before placing an order, it's your responsibility to check that any products ordered comply with state and federal government import regulations, and that there are no local requirements or restrictions which may affect receipt of your order.

7.Cancellations and Returns

We aim to dispatch orders within one working day, so if you want to cancel an order without incurring a cost for returning unwanted items to us, you will need to do it before your order is dispatched. If you do cancel an order, please call us on +44 (0) 1782619421 and let us know during office hours, or via e-mail to If you would like to change anything about an order we would recommend that, in the first instance, you give us a call on +44 (0) 1782 619421 or email us at to avoid having to pay for delivery again.


You have a legal right to cancel a contract which starts from the date we confirm your order has been despatched, which is when the contract between us is formed.  If the products have already been delivered to you, you have a period of fourteen days in which you may cancel, starting from the day after the day you receive the products.   Days mean calendar days, including weekends and public holidays.


To cancel a contract, please contact us in writing to tell us by sending an email to or by sending a letter to Customer Care, True Obsession Ltd, 8 Merrial Street, Newcastle, ST5 2AD, UK. You may wish to keep a copy of your cancellation notification for your own records.  If you send us your cancellation notice by email or by post, then your cancellation is effective from the date you sent us the email or posted the letter to us.   You need to inform us of your decision to cancel before the 14 day cancellation period has expired.  


Where you have cancelled a contract and the products have already been delivered to you, you should return them to us as soon as possible and in any event no later than 14 days after the day you inform us of your right to cancel.  You can return products by sending them to our Returns Address True Obsession Ltd, 8 Merrial Street, Newcastle, ST5 2AD, UK..  Unless the products are faulty or not as described, you will be responsible for the cost of returning them to us.  You have a legal obligation to keep the products in your possession and to take reasonable care of the products while they are in your possession.


If you cancel a contract within the 14 day cancellation period, you will receive a full refund of the price you paid for the products and any applicable delivery charges you paid for.  You will not be refunded for any costs you have incurred for returning the products to us.   Where the products have already been delivered to you, we will process the refund due to you as soon as possible and, in any case, within 14 calendar days after the day on which we receive the returned products, or (if earlier) within 14 calendar days after the day you provide us with evidence that the products were returned to us.  


Where the products have not been delivered to you, we will process the refund within 14 calendar days after the day we were informed of your decision to cancel the contract.  Unless you expressly tell us otherwise, we will refund you on the credit card or debit card used by you to pay for the products.


We have a legal duty to supply products that conform with the descriptions and specifications in the contract between you and us.  As a consumer, you will always have legal rights in relation to products that are faulty or not as described which are not affected by your cancellation rights above. If you have returned the products to us because they are faulty or mis-described, we will refund the price of a defective product in full, any applicable delivery charges, and any reasonable costs you incur in returning the item to us.


Details of your legal right to cancel and an explanation of how to exercise it are provided in the confirmation of despatch.

Returns Address: True Obsession Ltd, 8 Merrial Street, Newcastle, ST5 2AD, UK.


In the event of a damaged parcel

We're very sorry if the True Obsession products you looked forward to receiving have arrived damaged. We do our best to pack them safely, but even the most lovingly prepared parcel can get dropped or jostled en route to your house. If you send these products back to us within 14 days of receiving them, we will offer you an exchange where possible, or a full refund after we have received the return. In this case, we will pay for the postage of sending these items back to us. Nothing in these Terms and Conditions affects your statutory rights. It may be possible for you to return these goods to a True Obsession shop; to find out if this is possible, please call 01782619421 This applies to the UK only.


Not fresh, handmade baked goods. The cookies we use on this site will only be temporary session cookies, which won't hold any customer information.

By use of this website you agree to our use of the cookies outlined in our Privacy Policy. If you wish to opt out of accepting cookies online we would be happy to receive your order by phone. Please call 01782 619421 to place your order.

9.Your Statutory Rights

Nothing in these terms affects your statutory rights.


We may vary these terms from time to time.  If we do we will replace these terms on our website with our new terms.

11.Governing Law

These terms are governed by English law and the courts of England and Wales shall have non-exclusive jurisdiction. is a site operated by True Obsession Ltd whose registered address is 8 Merrial Street, Newcastle under Lyme, ST5 2AD, Staffordshire, United Kingdom, Company Number 0976476, VAT Number: not registered yet.

Privacy & Safety

True Obsession Privacy Policy can be found on a link Privacy

Wholesale Inquiries

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Payment Methods

Credit / Debit Cards by Worldpay