Deliveries

Pre-ordered items

We now have the option for you to Pre-Order some items when we are Out of Stock.  If you chose to do this, we will despatch the items when they arrive.  An indicative date will be shown on the product you have Pre-Ordered but this is by no means a guarantee that they will despatched on this date.  We will review the date and update it as we receive more information.

It is important to note, that whilst discounts will be applied to your Pre-Order at the point of your original order, when your pre-order arrives, you will need to pay the additional delivery fee for your Pre-order items.  This is because discounts are calculated on one delivery per order.  We will contact you when the items arrive and offer 3 options

  • You can place an additional order of over £100 so that you can receive free delivery,
  • You can pay the delivery fee of £8.30 plus VAT (UK Mainland)
  • Or if you would prefer, you can have a refund. 

For UK Mainland

 Free delivery on orders to UK Mainland (excluding Highlands and Islands) over £100 excluding VAT and delivery

For orders to UK Mainland (excluding Highlands and Islands) under £100, we charge £8.30 plus VAT
Our aim is to get your order to you with 2-3 working days.

There is also a 'small parcel' option where you can choose either Royal Mail, or UPS tracked service.

Unfortunately we have to charge a higher delivery charge for Highlands, Islands and Northern Ireland because we are charged more to deliver to these place by our courier. Please ensure you select the correct delivery zone for your delivery address.

Deliveries to Northern Ireland and Europe - UPDATED

We are currently experiencing a lot of difficulties with customs in EU Countries.  As a result we are only shipping to the following Non-UK locations

  • Netherlands
  • Belgium
  • Ireland
  • Germany
  • Austria
  • Sweden
  • Denmark
  • Greece
  • Czech Republic
  • Finland
  • Guernsey
  • Jersey
  • Luxemburg
  • Liechtenstein
  • Iceland
  • Switzerland
  • Norway
  • Italy
  • Spain

We will provide the EXPORT documents required by the carrier (usually DHL) to meet the EXPORT requirements for your order.

It is your responsibility as the IMPORTER to ensure you understand what the import requirements are in your country.  You may need to provide them with details that we cannot supply once the order has been despatched.  Please check this BEFORE placing your order and contact us if you have any questions.  

If you would like to arrange collection of your order, we will complete and provide you with the required Export Documents.

From 1st January 2021, the way in which we ship to EU countries is changing. Standard shipping to the EU will be completed using the courier, DHL.

Please ensure that you enter you address correctly and select the right delivery option for your country.  We will be unable to despatch your order unless this is done correctly.  Prices for international deliveries are based on weight per consignment.  The delivery price is just that - the cost of delivery - it does not include any import duties or tariffs that may be applicable when the delivery arrives in your country.  

When you place your order with Truly (UK) Ltd, you are agreeing to the terms of  ‘Delivered At Place’ (DAP) under the INCOTERMS 2020. Under DAP, Truly (UK) Ltd (Twist Ingredients) delivers the goods to a named destination, specified by you when you place your order. The named delivery destination will be the address listed in the shipping details when placing the order.

You are required to sort out duties and taxes, as well as clearing the goods through customs.

THIS IS IMPORTANT  The parcel will arrive in your country and will not be released until you have paid any import duties and service charges due.  These may be substantial depending on where your shipping address is and what you have ordered. 

 Please see below a summary of DAP.

 Outline of Responsibilities of Delivered At Place:

  • the goods will not be shipped until payment for both the goods and shipping has been received
  • the agreed place of delivery will be that listed as the shipping address when the order is placed
  • you are responsible for unloading the goods when they arrive
  • we will provide the goods with a commercial invoice
  • we will provide you with any document you need to take over the goods
  • we must carry out any export formalities
  • you must carry out any import formalities; TRULY (UK) Ltd (Twist Ingredients) IS NOT RESPONSIBILE FOR ARRANGING IMPORT CLEARANCES.  When you place your order, you are acknowledging that you are aware of this.
  • the risk is transferred from us to you once the goods are delivered to the destination country
  • if you fail to clear the goods at import then it bears the risk of loss or damage to the goods

DHL will contact you directly to request payment for the duties / tariffs, before they are able to release and deliver the goods.

A tracking email will be sent to you once the shipment has left Truly (UK) Ltd. After the shipment has been processed through clearance by the customs agent.

We are currently being advised that DHL will not deliver to Private/Residential addresses outside of the UK at the moment.  If you do not have a commercial address, please get in touch with us and advise us because your parcel will simply be returned to us, and you will still have incurred the delivery charge.  We are seeking alternative carriers to resolve this issue.

Delivery Timescales

Once the shipment has left Truly (UK) Ltd we estimate delivery between 2 and 10 working days, dependant on your location, subject to duties and tariffs being paid by you. However, this could be affected by reasons outside of our control, such as customs delays.

If you would prefer to arrange your own Shipping, we are happy for you to do this

 

Import One Stop Shop (IOSS) – For EU B2C

From 1st July 2021, the Import One Stop Shop (IOSS) came into effect for UK businesses selling to private customers in the EU. IOSS only applies when goods are sold online direct to a private consumer (B2C), below the value of €150 (£130).

As a voluntary scheme, Truly (UK) Ltd has made the decision to not register for IOSS at this time. Therefore any private EU customers with an order value under €150 will continue to receive goods as they have since Brexit; VAT will be applied in the destination country by customs, to be paid before the goods can be released and delivered.


EU VAT Rates & Service Charge

We have estimated the costs you should expect from DHL. Please find below the VAT rates, as of January 2021, and the expected service charge per shipment with DHL.

Both VAT and service charges will be invoice directly from DHL to the customer, due for payment before the goods are delivered.

Country

VAT Rate %

Currency

Service Charge Expected

Belgium

21

EUR

€14.5 or 2.75% of the credit advanced, if higher

Bulgaria

20

BGN

20BGN or 2% of the credit advanced, if higher

Czech Republic

21

CZK

300CZK or 2$ of the advanced amount, if higher

Denmark

25

DKK

100DKK or 2% of advance amount

Germany

19

EUR

€12.5 or 2% of the advanced amount, if higher

Estonia

20

EUR

€10 or 2% of the advanced amount, if higher

Ireland

23

EUR

€14.50 or 2.5% of the advanced amount, if higher

Greece

24

EUR

N/A

Spain

21

EUR

€10.00 or 2% of the credit advanced, if higher

France

20

EUR

€14.60 or 2.55% of the advanced amount, if higher.  Please note - products containing E171 are not allowed in France

Croatia

25

HRK

75HRK or 2% of the advanced amount, if higher

Italy

22

EUR

€13.50 or 2% of the credit advanced, if higher

Cyprus

19

EUR

€8 or 2% of the advanced amount, if higher

Latvia

21

EUR

€10 or 2% of the credit advanced, if higher

Lithuania

21

EUR

€14 or 2% of funds, if higher

Luxembourg

17

EUR

€12.50 or 3% of the advanced amount, if higher

Hungary

27

HUF

5990HUF or 2.5% of the advanced amount, if higher

Malta

18

EUR

€10.17 or 2% of the advanced amount, if higher

Netherlands

21

EUR

€14.50 or 2% of the advanced amount, if higher

Austria

20

EUR

€15 or 3% of the advanced amount, if higher

Poland

23

PLN

69PLN or 2.5% of the credit advanced, if higher

Portugal

23

EUR

Minimum charge of €30.30, then increases when customs value above €200

Romania

19

RON

84RON or 2% of the credit advanced, if higher

Slovenia

22

EUR

€20.74 or 2% of the advanced amount, if higher

Slovakia

20

EUR

€13.50 or 2% of the advanced amount, if higher

Finland

24

EUR

5% of duties and taxes, minimum 20 €/shipment

Sweden

25

SEK

Minimum 50 or 100 SEK Duties and/or taxes less than 300 SEK = 50 SEK in service charge, between 300 3,333 SEK = 100 SEK in service charge, more than 3,333 SEK = 3% of funds advanced

 

*VAT rates applied, as of January 2021 (%)

 

Non European Customers

We are happy to accept orders from Non European Customers, although at this time we can do this on a 'Collection Only' basis.  We can advise you of carton dimensions and weights and you will need to arrange collection with your own Carrier from Sprinkles HQ, Brimfield, Ludlow, United Kingdom. SY8 4NX