Returns and exchanges
We absolutely accept returns here at Untraced. Since our products are only sold online, we completely understand that sizing can go very wrong (among other problems).
We want our designs to be worn every day and not stuffed in the back of the closet. If you have questions about the products or need more measurements, never hesitate to email us (we will respond, I swear!).
Our 30-day return policy goes like this: you only have 30 days to decide if you’re keeping it once you’ve received your package. So, think quickly when you open that box! Any returns requested after 30 days will be denied.
Returned items MUST BE unworn, unwashed, and unused. Your items MUST HAVE their original tags and packaging intact. You’ll also need to have a receipt or proof of purchase.
How to return products to Untraced successfully:
Step 1: Send an email to firstname.lastname@example.org with the reason why you’re requesting a return. Make sure you’re emailing us within 30 days of receiving your package. Any requests made after 30 days will be denied.
Step 2: Once your return request has been approved by our team, you will receive instructions on where to send your clothing. DO NOT send us back your clothing without a confirmation email from us.
Step 3: Package up your items securely and include a note with your full name and order number. Then, drop it in the mail!
We accept zero responsibility for lost items, so please get a tracking number and/or insurance when shipping products back to us.
You will be responsible for covering the cost of shipping when returning items. Also, keep in mind how damaging all this unnecessary shipping is to the planet. To avoid the extra toll on your wallet and the earth, ask us about our products via email before purchasing.
Step 4: Success! We have received your items in their original condition. We will happily return the cost of the clothing to you. An email will be sent once your payment is on the way - at this point, you may have to be patient if your bank takes some time to process refunds.
The amount will be deposited into the same bank account you used to make the original purchase. Original shipping costs won’t be refunded.
The funny thing is, we don’t do 1 to 1 exchanges. We will actually need you to request a refund! Once your refund is approved, you can go ahead and make another purchase from the website.
Damages and quality issues:
Every item heading out our door is checked over for quality, so we can be sure you’re receiving the best Untraced is capable of. That being said… human error does exist, so we must advise you to check over your new clothing BEFORE removing tags or destroying the original packaging.
Contact us with photos and an explanation via email if you spot any damages or quality issues. Claims like these need to be made within 72 hours of receiving your products. Claims made after 72 hours will be denied (so, don’t choose this moment of all moments to procrastinate!).
Shipping is on us if the reason for a return is due to damages caused by Untraced. We will send you a replacement right away. If the same product is no longer available, we will ask which items you would like to receive instead.
Items that cannot be returned:
Unfortunately, we cannot accept returns on gift cards.