Trueways Survival Customer Service

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Customer Service

Customer Service

Shipping & Delivery
Privacy & Security
Ordering Goods and Returns
Ordering Survival Courses
Payment, Pricing & Promotions
Viewing Orders
Updating Account Information

Shipping & Delivery: All shipments from Trueways are sent recorded either by Royal Mail or Parcelforce and must be signed for on receipt. Orders for items marked as 'same day shipping' which are received before 1pm should ship on the same day (Monday - Friday excluding public holidays). Orders being delivered to a UK address are typically received on the next working day, however this is subject to Royal Mail / Parcelforce delivery criteria. Items for delivery to EU destinations outside of the UK will typically be received within 3 days to Western Europe, 4 days to Eastern Europe and 5 days to the rest of the world, following the day of posting, but that can also vary.
Privacy & Security: We will never sell information that you provide to us including your email address. All personal information is stored on a fully secure server and if you are not completely happy with the benefits of the club at any time, you can simply cancel your membership and we'll remove your details from our servers.
Returns & Replacements of Ordered Goods: In compliance with ‘distance selling’ regulations, any merchandise purchased can be returned for a full refund less shipping costs provided this is done within seven (7) days of receipt of the goods and providing that the goods are still in their original packaging, unopened and unused. Under these circumstances, any costs incurred in returning the goods shall be the responsibility of you the customer. This 7 day ‘cooling off period’ allows you, the customer to inspect the goods as if they would have been purchased from shop. Nothing in these terms and conditions is intended to impinge upon a Consumer’s statutory or contractual rights to reject faulty goods. Should a product be delivered defective, Trueways will replace it free of charge, paying the shipping costs when shipping your replacement to you.
Purchase of Survival Course Vouchers (physical or electronic): Trueways Survival School Courses are sold via a Voucher or e-Voucher scheme. When you (the Purchaser) make an order and Trueways accept it, a legally binding contract is made, the Terms and Conditions of which are set out as follows. They do not affect your statutory rights as a consumer.; Vouchers are printed and sent to the purchaser via secure mail or courier. Trueways will endeavour to ensure your voucher(s) arrive within 3 working days of purchase, but no liability rests with Trueways for any failures, delays in delivery or losses arising therefrom.; E-Vouchers are delivered by email sent at the time of purchase. Trueways cannot be held liable for any delivery failures, delays or losses incurred.; Vouchers are valid for 12 calendar months from the date of purchase.; The period of validity is printed on the voucher.; The voucher cannot be redeemed after this date unless an extension to the voucher is purchased.; Vouchers cannot be refunded or exchanged for cash.; Vouchers may be upgraded to a higher value, in which case the original voucher will be rendered invalid a new voucher for the higher value issued.; Vouchers may be redeemed against a lower value service, but no change or credit will be given and no part carried forward. Vouchers cannot be redeemed against any special promotions or discounts which may be available from time to time on the Trueways website or elsewhere. Course bookings are subject to additional terms and conditions to which a voucher purchaser will have agreed at the time of voucher purchase.; Should the purchaser transfer the voucher, it is a condition of the transfer that the new holder must agree to the coursebooking terms and conditions when redeeming the voucher against a course booking.; Should payment not be received (e.g. cheques dishonoured, credit card payments charged back, or any other way payment revoked or declined) the voucher will be rendered invalid. Should the Company cancel or postpone a course for any reason against which a voucher has been redeemed, the Company may, entirely at its own discretion, increase the validity period for a voucher or e-voucher.; Once a voucher or e-voucher is redeemed against a course booking, the voucher will expire at 28 days prior to the start of the selected course.; Should the voucher holder elect to change their course date prior to 28 days from the start of the course, the vouchers original expiry date is restored, (i.e. course bookings may be changed at any point up to 28 days from the start of the course and within the validity period of the voucher).
Payment, Pricing & Promotions: Trueways endevours to always offer competitive pricing on the highest quality goods. Pricing is always offered in UK Sterling so if you are buying from outside of the UK, you should always check the current exchange rate offered by your credit or debit card issuer as these may vary.
Viewing Orders: Details of orders can be viewed by a customer once they are logged in to the Trueways Survival website using the login credintials associated with the account used to make the purchase for intended viewing. Once logged in such details can be found by clicking the 'My Account' link at the top right hand side of every page on the Trueways Survival website.
Updating Account Information: Name and address information can be edited by clicking the 'My Account' link found at the top right hand side of every page on the Trueways Survival website.