TRUE Palm Oil FAQs

Frequently Asked Questions

Our Product

What makes TRUE Palm Oil different to others?

TRUE Palm Oil has been laboratory tested and certified in Nigeria by the Federal Institute of Industrial Research, an arm of the Federal Ministry of Science & Technology. We have the certificate to prove that our Palm Oil complies with international standards and more importantly is free of ‘Sudan IV’ – a lysochrome diazo dye – that some Palm Oil producers use to enhance the ‘redness’ of their Palm Oil.

Is TRUE Palm Oil tested for compliance with UK food standards?

TRUE Palm Oil has also been laboratory tested in the UK by the Kent Scientific Services working in partnership with Hampshire Scientific Services on behalf of Kent County Council. This test occurs at the UK Ports and the result must meet UK food standards before the goods are allowed into the UK. TRUE Palm Oil was tested for Para Red, Sudan I, Sudan II, Sudan III and Sudan IV. We passed with flying colours. So, when we say our Palm Oil is free of artificial additives, we mean every single word. We have the certificate to back this up.

Frequently Asked Questions

Delivery and Returns

How is my order packaged and delivered?

Your TRUE Palm Oil purchase comes in leak-proof 2 Litre bottles and is checked by our team in the UK before it’s carefully packaged to preserve it during transit. We use FedEx, Royal Mail, DPD, Yodel and Palletways depending on the quantity of the order. We also offer an email and text service in the UK to notify you when your parcel is due to be delivered to your chosen address.

How long does shipping take?

  • All orders are shipped out from our UK facility via FedEx, DPD, DHL, Yodel or Palletways depending on the quantity of the order. 
  • Your order will be fulfilled and shipped within 1 business day. 
  • Once your order is shipped, it normally takes 1-2 business days for your order to be delivered within the UK. For international orders, please allow 3-5 business days for delivery.
  • Don’t hesitate to reach out to us via email at support@truepalmoil.com if you have any other shipping-related concerns. We’re here to help!

How do I track my order?

As soon as your order is shipped, tracking details will be sent to the email address you have provided. You can track your order from the link provided in the email.

What should I do if I receive a damaged or wrong product?

Kindly contact customer support promptly at support@truepalmoil.com for quick resolution.

Can I cancel or amend my order?

It may be possible to cancel or amend your order. If you have contacted us before your goods have been processed and dispatched we will do all we can to help amend or cancel your order. To help ensure this, please contact us at support@truepalmoil.com same day the order was placed.

Do you deliver outside the UK?

Yes we do. We deliver globally. Shipping cost is based on region and can be found at Checkout.

Can I return the product?

  • We are convinced you’ll love TRUE Palm Oil. If for any reason you are unsatisfied with the product, we offer a full refund within 14 days of the original purchase provided the product is returned in its original packaging and accompanied with proof of purchase.
  • To return or exchange a product, please email us at support@truepalmoil.com. You’ll need to have your order number and proof of purchase.
  • Returned items will be reimbursed for the full purchase price upon inspection, assuming they are still in their original condition.

Frequently asked questions

Payments

Are my details secure?

Yes we follow strict guidelines, and never pass on your details to any third party. We understand as fellow shoppers that personal details should remain private.

When is the order payment taken out of my account?

We appreciate your patronage. Once the payment has been successful at Checkout, the payment provider deducts the cost of goods.

All payments are protected using 256-bit SSL encryption – providing you with the same level of security used by banks.

Frequently Asked Questions

Wholesale

Do you offer Wholesale?

Yes we do. We supply dozens of retail stores across the UK.

Kindly place your order online or contact us directly for more information on our wholesale prices.