FAQs
We are here to help and answer all questions as fast as possible. Expect delays on weekends and holidays where our offices are closed. If you have not seen a response from us within 24 hours on weekdays please make sure to check your spam and junk mail folders as we do reply to all questions no matter how trivial.
Below are some common concerns of our Customers, if you have other questions, please just send it to info@true.co.ke
Enjoy shopping at True Cosmetics with our easy return and refund policy.
If you are not completely satisfied with a True Cosmetics purchase or gift for any reason, please review our return, refund, and exchange policies below for True Cosmetics purchases.
True Cosmetics purchases can be easily returned for FREE (no return shipping or handling fees) to any of our True Cosmetics Stores for fast processing.
We regret that we are unable to refund your original shipping charges, if applicable, unless the return was a result of our error. The following applies for Refunds & Exchanges:
We Ship to some cities around Kenya, offering TRUE EXPRESS SHIPPING as our standard shipping option on all merchandise orders.
The delivery time starts from the day you place your order. We assure you that all due precautions are taken so that your package is delivered to you intact and on time by our delivery partner. Just proceed with your order and we’ll do the rest.
Read more on our Shipping Policy Page.
To create an account on True.co.ke, all you need to provide is your Names, Email address, and Password.
Ready to Create an Online Account?
1. Go to Create Account
2. Create a login ID using your Names & Primary email address.
3. Your password needs to be 8 to 72 characters, including at least one number and both an uppercase and lowercase letter. The password can't include your first or last name or any part of your login ID.
4. An email will be sent to your primary email address. The online account must be authenticated within one day of the receipt of this email.
In order to save the items in your Shopping Cart, be sure to sign in.
To save your time and reach our support quickly, please follow one of these options below:
1. Reach us from our Contact Us page.
2. Chat directly with our Beauty Advisors & Support Team using the Pop-up Chat Window on the bottom right side of your screen. Quickest response time!
To view the ingredients of any particular product, just scroll to "Product Details section". Underneath the product details you'll find Product Ingredients.
Shopping on True.co.ke is easy! Once you have found the product you want to buy, just follow the steps below:
Click on ADD TO CART to add this product to your cart > Click on the Cart icon in the top right corner > Then click on PROCEED TO CHECKOUT.
1. Register an account or Login into your existing account by entering your Email and password.
2. Enter your shipping/billing information, ensuring your address is complete and accurate.
3. Choose Delivery Method Door Delivery or Pickup Station.
4. Click Proceed to payment > You'll be redirected to our Payment processor Pesapal where you'll choose your preferred Payment Method.
5. Click on CONFIRM ORDER to complete your order. Go to orders page Here to confirm your order.
Once your order is placed, we will either automatically confirm it, or we will call you for confirmation in case we need more details.
From there you'll be able to choose from one of all the available payment methods on True Cosmetics.
The information is located beneath the product details. All the available colors, formulations, and sizes are listed.
Resetting Your Password.
If you have forgotten your password, click Forgot your password? Or you can find the link below the Password box at Sign In. Enter your Email address, and we will send you a link to reset your password.
We are so sorry to say we currently do not ship internationally. We only ship in around selected areas in Kenya.
In the future we plan to ship international, so please add your email to our International Shipping Waiting List on the footer section.
In the meantime try using a third party service. There are companies providing a service that allows you to buy products in Kenya and have them shipped internationally.
If you may have any further questions Please Reach us from our Contact Us page. Or chat directly with our Beauty Advisors & Support Team using the Pop-up Chat Window on the bottom right side of your screen.
No, you don't need to have an account to shop on True Cosmetics. We would advise you to Create an Account since it'll be much easier to shop at True.co.ke. This allows you to Manage all your Orders & Save your information for next time you shop at True.co.ke.
Need help placing an order? Call our Order Line - +254 794 867 363‬. Operating Hours: Mon-Sun, 9am-8pm
True carries thousands of products and hundreds of brands. Occasionally, an item may be temporarily out of stock.
Our stock is replenished on a Monthly, Weekly and sometimes a Daily basis depending on the particular item and brand. If the product says, "Unavailable product" or "temporarily out of stock," come visit us again we might have already restocked the product or Contact Us concerning the product you looking for.
