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How do I return goods bought online?

You can return online purchases by mail. Items bought online cannot be returned in-store. Please ensure that you adhere to the Returns Conditions outlined above as we cannot accept items returned in unsuitable condition. Note that you are responsible for return shipping costs, which amount to 30% of the order value, unless you are returning a defective product. To initiate a return, you have 3 DAYS from the date of delivery to follow the steps below:

Contact us using the email associated with your order and provide the following details: order code, product to be returned, reason for return (e.g., size issue). We will respond with return instructions and the return address within 1-2 business days.
Send the product you wish to return via the carrier of your choice. We recommend using a reputable carrier like DHL to ensure safe handling. We are not responsible for any damages or losses incurred during return shipping.
Contact us again using the same email and provide: order number, proof of delivery, and tracking number for the return shipment.

How does Tracy process return?

Upon receiving the returned parcel, our quality assurance team will inspect the items to confirm their compliance with our Return Conditions.

If the Return Conditions are NOT met, we will notify you via the email linked to your order. You have 3 days from the date of this email to inform us if you wish to have the items redelivered to you. Please note that you will be responsible for the redelivery costs, and we will inform you of the amount due and payment method BEFORE dispatching the goods. If you choose to abandon the items or fail to respond within 3 days, we reserve the right to remove the items and consider the return request closed.

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