Delivery & Shipment

We offer FREE shipping to all European countries in orders above £200. If your order is under this amount, we cover part of the shipping costs and only charge a flat fee of £10 for European countries and £20 for the rest of the world.

 

Delivery Times

  • Europe: 3-5 working days

  • Rest of the world: 5-10 working days

(for orders placed before 1pm, orders placed after this time will be processed and dispatched the next working day)

Please note: duties and taxes may be due upon delivery for orders outside Europe.

Please note that our stock room is closed during weekends and holidays.

After the order has been dispatched from our warehouse you will receive an email with the tracking ID. Our courier delivers from Monday to Friday during business hours and will make two delivery attempts. After the second failed attempt, your order will be returned to our warehouse, and you will need to cover the cost of shipping again.

Delays

We will have no liability to you for any delay in the delivery of products ordered or any other matters to the extent that the delay is due to any event outside our reasonable control, including but not limited to flood, fire, labour disputes, strikes, lock-outs, riots, civil commotion, malicious damage, explosion, governmental actions and any other similar events.

Address changes

Your order will be delivered to the address provided when the order was placed. If you made a mistake when submitting your address, please contact us within 1 hour to make sure we amend this on time. If your address is stated incorrectly and we cannot change it on time, you'll unfortunately have to cover for any additional shipping costs incurred.

Contacting us about your order

If you have any specific queries regarding delivery, please contact us on team@thetracecollective.com or +447784767521
Please note our office hours are 10am to 6pm GMT, Monday to Friday.

FAQ

  • Where do you ship my order from?
    We ship all our orders from our stock room in London.

  • What should I do if my order has not been delivered yet?
    If your order has not been delivered within the estimated period, please first check the order status by using the tracking ID provided in the email from our courier. For further assistance, please contact us on team@thetracecollective.com or +447784767521, we will be happy to assist you.

  

Returns

You can return any Trace Collective product purchased on our online shop by reaching out to us within 14 days of the delivery date. To return an item:

  1. Fill in this form.

  2. Pack the items in the order box (or any rigid box) and send with tracking to Trace Collective, 80 Aberdeen Rd, N5 2XA, London, United Kingdom. Please note that the return expenses must be covered by the sender.

    • Wallet tip: you can use www.packlink.com to find the most affordable shipping options​.
    • Planet tip: please consider offsetting your emissions, and don't select a priority / urgent shipping option to avoid airmail.
  3. Once we receive your item and confirm that it's in its original condition we immediately issue your refund and send you an email confirmation.
  4. Voilá, all done. We hope to see you again!

Make sure the item is in its original condition, with tags and packaging included, for us to be able to accept your return and issue a refund. We're here to help with any questions! Just contact us at team@thetracecollective.com or+44 (0) 7784 767521.


Exchanges

If you wish to change the size and/or color of an item that you purchased, you can do so at no additional cost within 14 days of delivery date. To exchange an item:

  1. Fill in this form.

  2. We will email you within 48 hours to confirm that the new item that you want is available.

  3. Pack the items in the order box (or any rigid box) and send with tracking to Trace Collective, 80 Aberdeen Rd, N5 2XA, London, United Kingdom. Please note that the return expenses must be covered by the sender.

    • Wallet tip: you can use www.packlink.com to find the most affordable shipping options​.
    • Planet tip: please consider offsetting your emissions, and don't select a priority / urgent shipping option to avoid airmail.
  4. Once we receive your item and confirm that it's in its original condition we will ship your new Trace Collective piece. Watch out for an email confirming shipment.
  5. Voilá, all done. Enjoy your new piece!

Payment methods


We accept the following payment methods:

  • Credit card: Visa, Mastercard, American Express, JCB. The total will be charged to your card when the order is completed. Your card will be charged based on your chosen currency.

Please note that all payment transactions are subject to verification with the card issuer. We will not be held responsible for any refusal of a card issuer to authorize the transaction. Please note that the card issuer may charge a shipping fee or administrative-processing charge; we are not responsible for such expenses. 

Once payment has been received and your order has been confirmed, your order will automatically be processed. You will receive an email with the confirmation and details of your order.

Tax & duties information
Our prices are inclusive of VAT, for each order.

Shipments will be sent on a DDU (Delivered Duty Unpaid) basis, and you will be charged duties and taxes by the shipping provider when they deliver your order. Payment of these is necessary to release your order from customs. 

 
 
 
 
  • Black Facebook Icon
  • Black Instagram Icon
  • Black Twitter Icon