No worries, stalking your delivery person isn't necessary when we ship your order. And here are some answers to questions you might have, to ease your mind.

Where do you ship from?

We ship from the Netherlands, because that’s where we are located.

What countries do you ship to?

We currently ship to Austria, Belgium, Croatia, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Portugal, Slovakia, Slovenia, and Spain. And also the United Kingdom, the United States and Canada.

Is your county not listed? Shoot us an email at hello@mytruelife.nl, so my team and I can look for options.

What are the shipping costs?

The shipping costs depend on your location and our check-out calculates them automatically for you.

Do you offer insured shipping for high-value items?

Yes, our parcels are shipped insured up to €100 or €5500 with track and trace.

For orders over €300 that include designer or luxury items, we automatically ship with insured service, at no extra charge. This helps protect both you and us in case of unexpected issues in transit.

Please double-check that your shipping address is complete, correct, and safe to receive parcels. We cannot refund or replace orders delivered to the address you provided, even if they are stolen or lost after confirmed delivery.

When will my order be shipped?

We aim to ship your order within 2 to 5 workdays. Our opening hours are 09.00 to 17.00 (Central European time) from Monday to Friday. As a slow living company we do not work on weekends. If you order during the weekend, your shipment will be processed the following Monday.

How long does shipping take?

This depends on your location. Usually packages arrive within 2 days in the Netherlands and up to 10 days for the other European countries we ship to.

What if my package goes missing or I don’t receive it?

Once your order is marked as delivered by the carrier, it is considered fulfilled. This includes delivery to your neighbors if that is part of the carrier’s policy.

If your package goes missing after delivery (e.g. theft), we unfortunately cannot refund or replace it unless you chose insured shipping or we have clear proof of delivery to the wrong address.

Please double-check your shipping address before completing your order - we cannot be held responsible for incorrect information provided at checkout.

If your package is lost in transit and has not been marked as delivered, please contact us within 3 days. We’ll do our best to help investigate the issue with the carrier.

Please note: Claims of non-receipt will only be eligible for investigation and possible compensation if you chose tracked or insured shipping.

Do you offer local pick-up?

No, at the moment our office in The Hague is not open for customers.

Thoughtful shopping should be fun, so here are a few important things to keep your order from My True Life smooth and surprise-free.

International customers are responsible for any customs duties, VAT, or import taxes charged by their country. These fees are not included in our prices.

If you’re ordering from outside the EU, your local customs office may charge additional handling or import costs upon delivery.

Please check your country’s import policies if you’re unsure.

Yes, but if you decline a package upon delivery, the return shipping costs and any additional carrier fees will be deducted from your refund.

Yes, you can track your order. These are the ins and outs.

Will I receive a tracking link?

Yes! As soon as your order has been shipped, you’ll receive a confirmation email with a tracking link so you can follow your package. Keep in mind it can take up to 24 hours for tracking to activate.

My tracking hasn’t updated, what should I do?

No worries, sometimes it takes a little while for the tracking to update, especially during weekends or holidays. If your tracking hasn’t changed after 3 business days, feel free to email us at store@mytruelife.nl and we’ll help you figure it out.

Not quite right? No worries! Let us know within 14 days of receiving your treasure.

Your item must be unworn, unused, and in original condition, with all original tags and packaging intact.

To request a return, just email us within 14 days of receiving your item and we’ll guide you through the steps. Once your return is approved, you can send it back our way.

Used, worn, or altered items

Returns must be in the same condition you received them - no signs of use, no missing tags, no swapped packaging.

This means:

• Items with missing tags or replaced packaging (like swapping our hang tag cord for your own) can’t be returned.
• For vintage shoes, we may add a removable sole sticker or protective tape. If that’s been removed or if the soles show wear, we unfortunately can’t accept the return.
• Normal signs of wear described or photographed in the listing are not considered defects and are not grounds for return.
• Returns must include everything that came with your order including authenticity certificates, free gifts, dust bags, branded boxes, and pouches. If a gift (such as a free bracelet) was part of your purchase, it must be returned too. Gifts are only included when the full order is kept.
  

Return shipping

As a conscious company, we encourage thoughtful shopping over impulse buying and returning. Return shipping costs are at your own expense.

You are fully responsible for the return shipment until it safely arrives with us. If your return is lost, stolen, or damaged in transit, we cannot issue a refund, and the original order amount remains due.

To avoid disappointment, we strongly recommend insured and trackable shipping and keeping your proof of postage.

We do not currently offer direct exchanges.

If you’d like a different item, you can return your order (if eligible) and place a new one. If your order hasn’t shipped yet, send us a message quickly. We might still be able to adjust it.

Changed your mind?

You can cancel for a full refund if your order hasn’t shipped yet. If it has, please wait for delivery and follow the return process.

What if something’s not right?

Every item is photographed, filmed, and described with care. What you see is exactly what you get. No surprises!

If your order arrives damaged in transit, or shows clear signs of mishandling during delivery, please contact us within 3 days of receiving your package.

This short window allows us to act quickly with the carrier and offer a fair solution - if the issue can be clearly verified against the photos and description provided at the time of sale.

This doesn’t affect your warranty or your 14-day return rights under Dutch consumer law.

Whether you buy a new, vintage, or pre-owned product in my shop, there’s a guarantee. Every item’s condition is clearly labeled, so you know what to expect.

New Items

My True Life is a Dutch company, which means your purchase is protected by Dutch consumer law (wettelijke garantie). You can expect new items to be in good condition and perform as described. If something isn’t working as it should, please contact my team and we’ll make it right.

Pre-owned and vintage items

My team and I carefully check each vintage and pre-owned item and list it with a condition grade using our pre-owned and vintage guide:

💚 Like new - Barely worn, no visible flaws
💙 Gently loved - Light signs of use
💛 Worn and loved - Visible wear, but still stylish and functional
💜 Perfectly imperfect - Heavily worn or with characterful flaws

We also include condition notes, plus clear photos and/or videos on each product page. This helps you shop with confidence, no surprises!

These items are still covered by Dutch warranty law, but what’s “reasonable to expect” is based on their condition at the time of purchase.

What does “reasonably expected” mean?

Under Dutch law, vintage and pre-owned products - also known as second-hand - are still covered by warranty. But the condition at purchase sets the standard.

That means, for example:

If an item is listed as “Worn and Loved” with scuffed corners, a buyer can’t later claim the corners shouldn’t be scuffed.

What if something’s not right?

Every item is photographed, filmed, and described with care. What you see is exactly what you get. No surprises!

If your order arrives damaged in transit, or shows clear signs of mishandling during delivery, please contact us within 3 days of receiving your package.

This short window allows us to act quickly with the carrier and offer a fair solution - if the issue can be clearly verified against the photos and description provided at the time of sale.

This doesn’t affect your warranty or your 14-day return rights under Dutch consumer law.

Fair and reasonable customer service? Yes, please! That's why it's good to know which things My True Life does not refund, repair or replace:

Normal wear and tear after purchase

All items - new, vintage, and pre-owned - may show signs of use over time. Small scratches, fading, or other gentle signs of wear are natural as you enjoy your item and aren’t covered by refunds or repairs.

Wear that’s clearly shown and described

If an item is listed with a condition grade based on our pre-owned and vintage guide, with visible signs like scuffed corners, that’s part of its character. My team and I show and describe everything clearly. What you see is what you get.

Damage caused after purchase

After 14 days of receiving your item, it's officially yours, yay! And caring for it is your responsibility. Damage from accidents, mishandling (like ripped handles or stains), or general misuse isn’t covered by refunds, repairs, or replacements.

Natural materials and handmade products

Some of our products are (hand)made with natural materials like leather or freshwater pearls. These materials and handmade techniques naturally come with unique markings, color variations, or slight imperfections. That’s what makes each piece unique. These natural characteristics and handmade quirks are not flaws and aren’t eligible for refunds or replacements.

Custom or made-to-order items

Unless they arrive damaged or defective, we cannot accept returns or offer refunds for made-to-order or custom items.

• Do you offer any warranty on new products? • Do you offer repairs or support for vintage items? • What if something breaks after I receive it?

• What payment methods do you accept? • Can I pay in installments or use Klarna/Afterpay? (If applicable)

• Are vintage items one-of-a-kind? • Will certain items be restocked? • Can I reserve an item?

• How do you grade vintage or pre-owned items? • Where do your vintage items come from? • What does “pre-loved” mean?

• Do you offer gift wrapping? • Can I send a package directly as a gift?

• How can I reach you? • How long does it take to get a reply?