Manage order / Request a return

1. Requesting a return

1. Open your order using the link in your confirmation email or log in to your customer account.

2. Select the item or items you wish to return and choose a return reason. If you prefer an exchange or store credit, please state this in the note field or contact our Customer Experience Team.

3. Submit your request and wait for our approval email, which will include the return instructions and, where available, a return label.
4. Send the approved return within 14 days of your request.

You may also contact customer.service@tracesofmetm.com. We aim to reply within one business day.

Items returned without prior approval may not be accepted. Please do not send a return to the address shown on the original parcel unless our team confirms it in writing.

2. Return conditions

To be eligible, the item must be returned in the same condition in which it was received: unworn, unused and unwashed, with all original tags, accessories and packaging. Proof of purchase is required.

Full-price and sale items may be returned under these conditions. Gift cards and personalised or made-to-order items cannot be returned, except where the item is defective or where mandatory law provides otherwise.

We reserve the right to reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be permitted when examining the item in a store.

3. Return fees

When Traces of Me provides the return label, the applicable fixed fee below is deducted from a refund. The fee represents a contribution towards the direct cost of return transport.

• Refund: the fixed return fee applies from the first return shipment.
• Exchange or store credit: the first return label per order is complimentary.
• Additional return shipments: if items from the same order are sent back separately, each additional label is charged at the actual carrier cost.
• Return in a Traces of Me store: complimentary.
• Lamps and oversized home items: the return cost is calculated individually and confirmed before collection or label issuance.

If you arrange your own tracked return after receiving our approval, you pay the carrier directly and no Traces of Me return-label fee is deducted. The parcel remains your responsibility until it reaches us.

4. Exchanges and store credit

You may request another available style, colour or size. If the replacement has a higher value, we will send a payment request for the difference. If it has a lower value, the difference will be refunded or issued as store credit, according to your choice and the payment method available.

The first return label for an exchange or store credit is complimentary. Any new shipment to the customer is subject to stock availability. Our team will confirm all details before dispatch.

5. Original shipping costs

• Full withdrawal within 14 days: where required by EU/EEA or other mandatory consumer law, we refund the original standard delivery charge actually paid. If a more expensive optional service was selected, only the value of the least expensive standard option is refundable.
• Partial return: the original delivery charge is not refunded because the remaining order was delivered.
• Returns requested from day 15 to day 30: the original delivery charge is not refunded, except where required by law or where the return is our responsibility.
• Free original delivery: no outbound shipping amount is deducted retrospectively. Only the applicable return fee may be deducted.

6. Damaged, defective or incorrect items

Please inspect your order after delivery and contact us as soon as possible if an item is damaged, defective or different from what you ordered. Once verified, Traces of Me will cover the necessary return and replacement costs. Your legal rights regarding faulty goods are not affected by this policy.

7. Returns from outside the European Union

Return parcels must be clearly identified as returned goods and prepared according to the instructions provided by our team. Customers are responsible for local export formalities and any customs or tax charges arising from an incorrectly prepared return. Direct customs or clearance costs charged to Traces of Me may be deducted from the refund where legally permitted.

8. Refund processing

Once your return is received, we will inspect it and confirm whether the refund has been approved. Approved refunds are issued to the original payment method, less any clearly disclosed return fee or permitted direct cost.

We aim to process approved returns within five business days of inspection. Your bank or payment provider may require additional time for the amount to appear in your account. Statutory refund deadlines remain applicable.

This version applies to orders placed after its publication. Orders placed earlier remain subject to the terms communicated at the time of purchase.