Every item you order from The Trace is printed by us in the Netherlands. This page tells you how to send something back, what you get back, and who pays which shipping cost. Nothing here affects your statutory rights.

If something is wrong with your item

If your item arrives faulty, damaged, or is not what you ordered, that is on us and it costs you nothing. Email us at contact@thetrace.eu with your order number and a photo. You get a free replacement or your money back, whichever you prefer, and in almost every case you do not need to send the item back at all. Do not buy a return label in that case.

Your legal rights when goods are faulty or not as described last considerably longer than the 14 day period below, and nothing on this page limits them.

Print your return sheet

One sheet does both jobs. The top half is an address label you cut out and tape on the outside of your parcel, so you do not have to copy our address by hand. The bottom half is the return note that goes inside the box, so we can match your parcel to your order.

Log in and your order details fill in by themselves, including your sizes. No account? Fill it in below, it takes a moment.

Return shipping is at your own cost and risk. This sheet is not a postage label, you buy postage at your post office. Use a tracked service and keep your receipt.

Where do you send your parcel from?

Sending from the Netherlands

The quickest way is our PostNL return label for EUR 9,45. We take you straight to the label page, where you pay by card, iDEAL or Google Pay, and your label appears. Print it, tape it on the box and drop it off at any PostNL point. You pay nothing at the counter, and you can follow your return with track and trace so we both know it is on its way.

Rather post it yourself? Tape the address label from the return sheet on the box and send it with a tracked service. If your item arrived faulty or damaged, do not buy a label: email contact@thetrace.eu and we cover the return ourselves.

Sending from another country

Our return label only works from the Netherlands, so you post the parcel yourself. That takes three steps:

  1. Print the return sheet above. Tape the address label on the box and put the return note inside, so we can match the parcel to your order.
  2. Post it with a tracked service at your own post office and keep the receipt. Return shipping is at your own cost and risk, and we are not responsible for a parcel that gets lost on its way to us.
  3. Send it to THE TRACE, Zinkstraat 5, 4823 AD Breda, The Netherlands. The same address is on the sheet.

Sending from outside the EU?

For example from the United Kingdom, Switzerland, Norway or the United States. Your parcel then goes through customs and the post office asks you to fill in a customs form, the CN22 or CN23. Customs reads that form and not what you write on the box, so fill it in like this:

  • Tick Returned goods, not Sale of goods or Gift.
  • Describe what is inside with your order number, for example Returned hoodie, order 71248, and fill in the price you paid.
  • Write RETURNED GOODS and your order number on the outside of the box as well.

Customs or the carrier can still charge import costs on a return, and for one hoodie that is about EUR 23. We pay them so your parcel is not sent back to you, and we deduct them from your refund or gift card.

Your refund is only processed once your return has reached us and been inspected, and the 14 day refund period starts from the moment we receive it.

For every return

Put the packing slip or the return note from the sheet in the box. If you have neither, write your full name, order number and email address on a piece of paper and put that in, because without it we cannot link the parcel to your order and your refund is delayed.

You may unpack the item and try it on, the same way you would in a shop. If it comes back worn, washed or damaged beyond that, we may deduct the loss in value from your refund.

Changed your mind? You have 14 days

As a consumer in the European Union you can withdraw from your purchase within 14 days without giving a reason. The period starts the day after you receive the goods, or the day after the last item arrives if your order comes in several parcels. Tell us with our online cancellation form and you get a confirmation by email straight away, including the exact time you submitted it. We do not need to approve it. After that you have another 14 days to send the goods back.

Cancel your order

Then you choose

A swap or a gift card. Wrong size, wrong design, or you would rather pick something later. Nothing is deducted for delivery, whatever the value of what you keep. This is what we suggest first, because usually the design was right and the size was not. You are never obliged to take it.

Or your money back. Two costs stay with you. Return shipping, unless you buy a label from us above. And this one: free delivery is tied to the value of your order. If your order was delivered free because it reached our free shipping threshold, and the items you keep no longer reach that threshold, 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.

Your refund

You get the price of the returned items back within 14 days of your return reaching us, to the same payment method you used. No fees are charged for the refund itself. If you send the whole order back, that includes the standard delivery cost you were charged. We may hold the refund until your return arrives, or until you show proof that you sent it.

You may unpack the item and try it on, the same way you would in a shop. If it comes back worn, washed or damaged beyond that, we may deduct the loss in value from your refund.

Model withdrawal form

If you want to send something back to us yourself, you can fill in this form. It is optional. The cancellation form above is faster and does the same thing.

Show the model withdrawal form

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: 3 September 2026

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