At The Trace we want you to be fully satisfied with your order. This policy explains your legal right of withdrawal under EU consumer law, how to return an item, and how refunds are handled. Nothing in this policy affects your statutory rights.
Your right of withdrawal (14 days)
As a consumer in the European Union you have the right to withdraw from your purchase within 14 days without giving any reason. This period starts on the day after you (or a third party indicated by you) receive the goods. If your order is delivered in several shipments, the period starts on the day after you receive the last item.
To exercise this right, the fastest way is our online cancellation form. Fill in your order number and you receive a confirmation by email straight away, including the exact time your notice was submitted. You can also send a clear statement to contact@thetrace.eu, or use the model withdrawal form at the bottom of this page. Whichever route you choose, please include your order number so we can identify your order.
Your cancellation is registered the moment you submit the form. We do not need to approve it for it to be valid. Once we have confirmed what could still be stopped, we refund you as described below.
After you notify us, you have a further 14 days to send the goods back.
Condition of returned items
You are allowed to inspect and try on the item as you would in a shop. You are only liable for any reduction in value of the goods resulting from handling that goes beyond what is necessary to establish their nature, characteristics and functioning. In other words, an item that has clearly been worn, washed or damaged beyond a normal try-on may have a reduction in value deducted from your refund.
Refunds
Once we receive your withdrawal notice, we will refund all payments received from you, including the standard delivery cost, within 14 days. We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them back, whichever is earlier.
The refund is issued to the same payment method you used for the original order, unless you have expressly agreed otherwise. No fees will be charged for the refund itself.
Please note: if you chose a more expensive delivery method than our standard delivery, we only refund the cost of standard delivery. The cost of returning the goods to us is borne by you (see below).
Return shipping
- Returns are at your own cost and risk.
- We strongly recommend using a shipping method with track and trace.
- We are not responsible for lost or damaged return shipments.
Return address
THE TRACE
Zinkstraat 5
4823 AD Breda
The Netherlands
Before you send your return
To make sure your return can be processed quickly and correctly, please follow these steps:
- Include the original packing slip in your return.
- Make sure your order number and personal details are clearly visible.
- If you no longer have the packing slip, add a note inside the package with your full name, order number, and email address.
We must be able to identify the return. If your package cannot be linked to your order, processing your refund may be delayed.
For customers outside the EU
To avoid import charges and delays, please ensure the following:
- Clearly state “RETURNED GOODS” on the outside of the package.
- Attach a CN22 or CN23 customs declaration.
- Describe the contents as returned merchandise and declare a low value.
- Make sure the customs form is completed correctly and attached securely.
If a return is not marked properly and import duties are charged to us, we may deduct these costs from your refund or refuse the shipment.
Faulty or damaged items
You have a legal right to goods that are as described and of satisfactory quality. If your item arrives faulty, damaged or not as described, contact us at contact@thetrace.eu within a reasonable time. You are entitled to a repair, replacement or refund in accordance with the law. For confirmed defects we cover the return costs.
Model withdrawal form
You may use this form if you wish to withdraw from the contract (completing it is optional):
To: THE TRACE, Zinkstraat 5, 4823 AD Breda, The Netherlands, contact@thetrace.eu
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Ordered on / received on: __________
Order number: __________
Name of consumer(s): __________
Address of consumer(s): __________
Date: __________
Signature (only if this form is notified on paper): __________
Last updated: 11 July 2026