Delivery and returns

Delivery

Every garment is only made after you order, to avoid waste, and then shipped straight to you. Making it takes 4–7 working days. In total, allow Netherlands 5–9 working days; Belgium and Luxembourg 6–12 working days. We deliver to the Netherlands, Belgium and Luxembourg.

You pay shipping once per order, however many items you order: Netherlands €4.95; Belgium and Luxembourg €5.95. You choose the country in your cart and see the total before you pay.

You receive a confirmation by email after payment and a tracking link as soon as the parcel is on its way. Parcels are delivered by a courier, so a PO box address is not possible.

Is your parcel not with you 3 working days after shipping, or does the tracking stop showing movement? Let us know right away, and no later than 5 days after the expected delivery date. We will then start an investigation with the carrier. Please also check with your neighbours or an agreed safe place.

Returns

Does it not fit, or is it different from what you expected? You have 14 days after receipt to change your mind, even if there is nothing wrong with the product. This is how it works:

1. Register your return on the Returns page with your order number and the email address of your order. You immediately get a return number, and the return address by email.
2. Send the item back within 14 days of registering, well packed and with the label still attached. Put a note with your return number in the parcel. The cost of sending it back is yours; keep the proof of postage.
3. As soon as the parcel has arrived, we refund the purchase price via the same payment method, within 14 days of your registration at the latest. If you return the whole order, we also refund the shipping costs.

You may try the item on as you would in a shop. If it has been worn, washed or damaged, we may deduct the loss in value.

Not sure about the size? Check the size chart or send us a message before you order. We are happy to help you choose.

Something wrong with your order?

Is the print not right, is there a fault in the garment, or did you receive the wrong item or size? Then we will sort it out. This is how it works:

1. Send a message via the contact form with your order number and a photo of the problem. Please do this as soon as possible, and no later than 2 months after you discover it.
2. We assess your report within 2 working days.
3. You receive a new one free of charge. Sending it back is usually not necessary.

Arrived damaged?

Was the parcel or the garment damaged in transit? Report it within 3 working days of receipt, with three photos: the outer packaging with the shipping label, the inside of the packaging as you received it, and the damage itself (close up and in full). Then we can report it to the carrier straight away and send you a new one as soon as possible. So please do not throw the packaging away immediately.

Outside these cases, too, we look at what is reasonable in each situation. Honesty works both ways.

Cancelling

Cancelling or choosing another size is possible as long as the order has not gone into production. Orders go into production at 11:00 every working day (Dutch time), so please contact us as soon as possible. After that, cancelling is no longer possible.

Model withdrawal form

Prefer not to use the Returns page? You can also fill in this form and email it to info@trace-of-faith.nl. Your own message with the same details is fine too.

To: Trace of Faith, info@trace-of-faith.nl
I hereby give notice that I withdraw from my contract for the sale of the following goods: [item and size]
Ordered on / received on: [date] · Order number: [number]
Name and address: [name, address]
Date: [date]

Complaints

Not happy with how we handled something? Email us; we reply within 24 hours on working days and aim for a solution within 14 days. If we cannot resolve it together, you can go to the competent court or a recognised dispute resolution body in your country, in Belgium for example the Consumer Mediation Service.