Shipping policy

SHIPPING INFORMATION

Traces of Me works to ensure you have the easiest, fastest and most transparent shopping experience possible. For Customer Care, do not hesitate to contact us at customer.service@tracesofmetm.com. We promise to get back to you as soon as humanly possible.

All orders are shipped from our warehouse in Lisboa, Portugal, with different courier options depending on the country. Delivery hours take place between 9am and 7pm on working days. We usually recommend that you use your work address to make sure the package is received and collected on first attempt.

After your order is processed and shipped, you will receive a confirmation email with a tracking number so you can follow your package.

Note: If products ordered are not present in our warehouse, we will have to pick them up from our stores. In these cases, please consider 2 more days to ship besides the ones presented below.

SHIPPING COSTS BY REGION

Region / Zone Example Countries Method Cost (EUR) Delivery Time Free From*
Portugal (Mainland) Portugal Nacex 4.50 € 1–2 Business Days 230 €
Azores & Madeira Portugal (Islands) CTT Ilhas 11.50 € 2–3 Business Days 250 €
Spain (Mainland) Spain Nacex 5.00 € 1–2 Business Days 230 €
Balearic & Canary Islands Spain (Islands) DHL Express Standard 16.00 € 2–3 Business Days 250 €
Zone 2 France, Germany, Italy, Ireland, Belgium, Austria DHL Express 14.50 € 2–3 Business Days 250 €
Zone 3 Poland, Greece, Sweden, Finland, Croatia, Hungary DHL Express 15.20 € 2–3 Business Days 250 €
Zone 4 Switzerland, Norway, Turkey, Serbia, Iceland DHL Express 19.00 € 2–3 Business Days 350 €
Zone 5 USA, Canada DHL Express 26.00 € 2–3 Business Days 350 €
Zone 6 Brazil, Israel, Morocco, Angola, Mozambique DHL Express 27.00 € 3–4 Business Days 400 €
Zone 7 UAE, India, Japan, Singapore, Thailand DHL Express 27.50 € 3–4 Business Days 400 €
Zone 8 Argentina, Mexico, Chile, Panama, Caribbean DHL Express 29.00 € 5–6 Business Days 400 €
Zone 9 Australia, New Zealand, China, South Africa DHL Express 32.00 € 5–6 Business Days 400 €
Rest of the World All other countries not listed above DHL Express 32.00 € 5–6 Business Days 400 €

*Except for orders with Lamps.

UNITED KINGDOM  — ALTERNATIVE OPTION (POSTMAIL / CTT)

For United Kingdom  clients, we also offer an alternative Postmail (CTT) shipping option. This method is ideal for customers who wish to avoid high customs values typically applied to DHL Express shipments.

Method Cost (EUR) Delivery Time
Postmail (CTT) 15.00 € 5–6 Business Days
  • This option often results in positive changes in customs processing and declared values.
  • Each Postmail shipment must be validated by email before confirmation.
  • For more information or to confirm availability, please contact us via email or WhatsApp.

TAXES & DUTIES

Within the European Union: All duties, customs, and taxes are included — no extra costs.

Outside the European Union: You may be subject to local import taxes and duties once your package reaches your country. We have no control over these charges and cannot predict what they might be. All additional costs with taxes, duties and customs charges are the customer’s responsibility.

For USA orders, all taxes and customs duties are already included — no extra fees upon delivery.

RETURN AND REFUND INFORMATION

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To request a return, simply access your order through the link in your confirmation email or by logging in on our website. Select the items you wish to return, submit your request, and wait for our team to review and approve it. Once approved, you will receive an email with confirmation and instructions.

Alternatively you can contact us at customer.service@tracesofmetm.com. Our Customer Experience Team will get back to you within 24 hours.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. If your order includes a pre-paid label and proof of delivery inside, just seal your package and attach the label. Items sent back to us without first requesting a return will not be accepted.

Damages and issues: Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges: You may exchange your received item for another style, size or color. If the item is of higher value we will invoice you the difference. Kindly explain what you want to do when you contact us about this situation.

REFUNDS

We are happy to offer refunds for any items purchased at full retail price, provided they are returned in their original condition, with all tickets and tags attached. However, please note the following important details:

  • Original Condition: The item must be unworn, unwashed, and in its original packaging, with all labels and tags intact.
  • Shipping Costs: We do not refund any shipping costs. The refund applies only to the value of the returned item.
  • Processing Time: Refunds will be processed once we receive and inspect the returned item. The amount will be refunded to the same payment method used for the purchase.
  • Bank Processing Times: While we process refunds promptly, it may take additional time for your bank or credit card company to complete the transaction and update your balance.
  • Returns from Outside the EU: Customers returning items from outside the EU are responsible for covering any customs and tax fees. These costs will be deducted from the refund amount.

If you have any questions about our refund process, please reach out to our customer service team. We are here to help!