INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

When will my order be shipped and delivered?

We need 3 to 5 business days to make your order. Most orders leave us on day 4, and nine out of ten are gone within 5 business days.

After that your parcel travels, and how long that takes depends on the carrier that delivers in your country. The times below already include both parts, so this is the whole wait, from the moment you order until the parcel is at your door.

Netherlands, Belgium and Luxembourg: 5–7 business days

Germany and France: 6–8 business days

Austria, Poland and the United Kingdom: 6–9 business days

Czechia, Denmark, Estonia, Finland, Portugal, Romania and Spain: 7–9 business days

Croatia, Italy, Slovenia, Sweden and Switzerland: 7–10 business days

Norway, and anywhere else in Europe: 7–11 business days

Hungary and Slovakia: 8–11 business days

Ireland: 9–12 business days

United States, Canada and the rest of the world: 8–14 business days

These times come from our own delivery records and from the carriers that deliver in each country. They are estimates, not guarantees.

Where is my order?

As soon as your order has been shipped, you’ll receive a tracking link by email. With this link, you can follow your package in real time.

You can follow your order yourself at thetrace.eu/track-my-order. Log in, or create an account with the email address you ordered with. Every order you have ever placed with that address shows up in there automatically, so you always know where things stand.

If you haven’t received the link or your order seems delayed, please reach out to our chatbot, Tracey, she will give you an update.

Did my order go through? I didn’t receive an order confirmation.

If you didn’t receive a confirmation email, first check your spam or promotions folder. If it’s not there, it’s possible that:

The order wasn’t completed, or

The email address was entered incorrectly.

Please contact us with your name and email address so we can check it for you.

Can I change or cancel my order (e.g., change the size)?

Yes, as long as your order has not been printed and shipped yet.

To change a size or a colour, ask our chatbot Tracey. Give her your order number and the email address you ordered with, and she passes the request straight to production. You get an email once they confirm whether it was still possible.

To cancel, use our cancellation form: thetrace.eu/cancel-order. Fill it in and it reaches us directly.

Once an order has been printed we can no longer stop it, but you always keep your right to return it after delivery.

I want to return my order, how do I do this?

You have 14 days after receiving your order to change your mind, and another 14 days to send it back. The complete policy is here: thetrace.eu/refund_returns

Send your return to:
THE TRACE
Zinkstraat 5
4823 AD Breda
The Netherlands

Include the packing slip from your parcel, or a note with your name and order number, otherwise we cannot link the parcel to you. Return shipping is at your own cost and risk and we do not provide return labels. Use a service with track and trace and keep the receipt.

Has my return already been received and when will I get my refund?

Return parcels are not prioritised by carriers, so it can take a while before yours reaches us. Send us the tracking link of your return together with your order number and we can keep an eye on it.

Once we have received your return, you get your money back within 14 days, to the same payment method you paid with. You will receive an email confirmation once the refund has been processed.

Free delivery is tied to the value of your order. If your order was delivered free because it reached our free shipping threshold of EUR 75, and the items you keep no longer reach it, our standard delivery charge for the items you keep is deducted from your refund. The delivery was free because of the order you placed, not because of the order you ended up keeping. If you swap the item or take a gift card instead, nothing is deducted.

I paid with a gift card. What do I get back if I return something?

A gift card is credit you already have with us, so it goes back the way it came: you get a gift card for that part, not money in your bank account. It is for the full value and works on anything in the shop, including items already on sale.

Did you pay part with a gift card and part with iDEAL, a card or PayPal? Then the gift card part comes back as a gift card and the rest goes back to your bank or card.

My product arrived damaged/defective, what should I do?

We are sorry about that. Take a photo of the damaged or defective product and send it with your order number to our customer service team, or report it through our chatbot Tracey.

We send you a new one at no cost, and in almost every case you do not need to return the faulty item.

Which payment methods can I use?

Which methods you see depends on your country. We accept cards, PayPal, Apple Pay, Google Pay, Klarna, iDEAL and Wero, Bancontact, the KBC/CBC and Belfius payment buttons, Przelewy24, eps, MB Way, Multibanco, Satispay, Pay by Bank and normal bank transfer.

Checkout shows you exactly what is available for your country. All payments are processed through a secure connection.