FAQ
PLACING ORDERS & PAYMENT
How to place an order?
Start by choosing product, size and amount. Follow with fitting options, individual sizing adjustments if needed and click ADD TO CART button. Item will be aded to your cart and you can go to check out in next step or continue shopping. You will have to enter delivery address and payment details at the checkout. You can still update item count and size in the next step.
How to choose individual sizing adjustments?
We offer individual sizing adjustments for most of our products. Type of adjustments depend on product type (for example: +/- 5cm for shirts and tights). Simply choose your preferred option from drop down list at the product view and upcharge will be automatically added to product price. You can determine whether you need sizing adjustments by using our size guides found in the link below product information. Feature is set to STANDARD option by default.
How to choose fitting options?
We offer two fitting options for most of our products. We have called those SLIM FIT and REGULAR FIT. Simply choose your preferred option from drop down list at the product view. You can determine correct fitting by using our size guides found in the link below product information. Feature is set to SLIM FIT option by default.
What forms of payment do you accept?
Your security matters therefore we use STRIPE payment platform to process all our online payments. STRIPE is one of the safest online payment software providers in the World. You can use Visa, MasterCard and American Express with TRUE STORY. Depending on chosen payment form, a payment fee may also be added. As an alternative you can use PayPal payment system.
How do I apply coupon or discount code?
After you added the products to your cart, proceed to CHECKOUT section and paste the code in the discount code field. Then, click the Apply button to redeem your discount. You can use multiple codes with your order as long as codes are set to combine.
What if my coupon or discount code doesn't work?
If your promotion code doesn’t work, please check if it’s correctly typed, hasn’t passed its expiration date and can be applied to the product(s) you’ve chosen. If you’re experiencing any other problems, please contact our team at my@truestorysport.com
Can I cancel or update my order?
In case of AO (always open) set up, cancellations and updates to your order are possible within 24 hours after placing an order. We can't guarantee successful outcome outside this time window. For TW (time window) option it's possible to cancel and change order details till closing date of the shop. After that production is started, fabrics are booked and changes and cancellation are impossible. If you wish to cancel or update your oder you can email us at my@truestorysport.com
SHIPPING & DELIVERY
When will my order be shipped?
All club items are made to order. We offer two default options for club online shops. ALWAYS OPEN (AO) option and TIME WINDOW (TW) option. For ALWAYS OPEN option production starts at the moment order is placed and production time is 10-14 working days. For TIME WINDOW option all orders are produced in one batch once the shop is closed and production takes 4-5 weeks. Therefore the final time of delivery depends on shop type, individual conditions, size of the order, destination of consignment and delivery method. You can read more about delivery conditions HERE.
How much shipping costs?
Depending on total weight of the order, standard shipping costs are 8-10 EUR within Europe and 12-15 EUR for rest of the World. Express shipping costs are 15-20 EUR within Europe and 25-30 EUR for rest of the World. Free Standard shipping option is available for all customers whose fulfilled order value is above 150 EUR. Shipping costs within Baltic states cost are 4-6 EUR (postal or Omniva services). You can read more details HERE.
How long will it take for may package to arrive?
Within Europe standard shipping takes from 5-8 business days. It can take up to 15 business days outside Europe for remote destinations. In most cases FedEx Express shipping is a next day delivery. For remote locations in can take up to 3 business days. For Baltic states Omniva and other services takes 1-2 business days to arrive.
Will I be charged custom duties and charges?
No custom duties apply for orders within European Union. For orders outside European Union the customer is responsible for payment of custom duties and any additional taxes. Please note that we have no control over these charges and cannot predict their amount. Please contact your local customs office or taxation authority for further information before placing your order.
How can I track my order?
You will receive an email containing tracking information as soon as your order is shipped. Please note that it takes up to 24 hours for the first information to appear on tracing link, so please do not be alarmed if your package isn’t immediately “in transit.”
What happens if I don't pick up my package from pick-up point on time?
If a customer didn’t pick up a parcel in time, and it was sent back to us, a customer will have to pay additionally for the second shipping, after which we will send it again. If a customer didn’t pick up a parcel on time, it was sent back to us and a customer refuses to arrange the repeated shipping (within 2 weeks since we received it back) - the order gets cancelled with no refunds.
PRODUCT & GUARANTEE
What fabrics do we use?
We use functional fabrics from sustainable sources. All our fabrics are sourced form European suppliers exclusively. We cooperate with such producers as Schoeller (SUI), SPW Argentona (ESP), SITIP (ITA), Carvico (ITA), Jersey Lomellina (ITA), Pidigi (ITA). We use YKK zippers and TMF cycling pads.
What fabrics do we use?
We use functional fabrics from sustainable sources. All our fabrics are sourced form European suppliers exclusively. We cooperate with such producers as Schoeller (SUI), SPW Argentona (ESP), SITIP (ITA), Carvico (ITA), Jersey Lomellina (ITA), Pidigi (ITA). We use YKK zippers and TMF cycling pads.
Where are the products made?
All our garments are made in Riga, Latvia. Our vision is to keep it that way!
Do you offer custom sizes?
Yes, we do! We offer two fitting options for most of our shirts and jackets (pants coming soon) as well as length adjustments. We recommend to use our SIZE GUIDE to determine your correct size, fitting and need for adjustments. You can contact us on my@truestorysport.com to request additional adjustments.
RETURNS & EXCHANGE
Can I return or exchange my item?
All club designs are made to order therefore full refund or free replacement items are available only in case we have made mistakes during production process. We do offer replacement items at discounted prices in case you need to change sizing and/or model.
What happens if I receive wrong or damaged item?
If you receive a wrong or damaged item, we will either fully refund your order or produce replacement items free of charge. In case the complaint is valid, we will refund amount paid for goods and any reasonable shipping costs related to return of the faulty item.