RETURNS & REFUND/EXCHANGES
You have 15 days to return your item since delivery or first delivery attempt (with the exception of underwear, socks, vintage and sale items) and request a refund or exchange. After this delay, we unfortunately cannot attend to these requests.
You are obliged to pay for the return shipping charges (choosing your desired courier/method) and we do not accept returns/exchanges in person at our office/warehouse. On Tracks is not liable for the loss of garments being returned. We recommend using a trackable delivery method and taking note of your tracking number.
Please note that exchanges will only be offered for a change of size of the exact same item originally ordered. To be eligible for a return or exchange, your item must be unused, altered or washed, and in the same condition that you received it. It must also be in the original packaging fully intact and with the original labels still attached to each product. The return is posted in the package in which it was received, or else an equally secure box.
All BACK ON TRACKS, Sale, Vintage (BackOnTracks) and Underwear including socks are not eligible for returns or exchanges. If you have any question regarding this products, we will be pleased to answer them before purchase.
If you are unable to receive or pick up your order and the parcel is shipped back to us, your will be required to pay shipping fee again if you wish your order to be shipped again + the return fee which is equal to the shipping fee. If you rather have a refund, the return fee will be deducted from the order value.
To return or exchange your product, please contact our customer service via e-mail at help@ontracks.studio. Please indicate in your e-mail the order number found on your order confirmation or dispatch confirmation emails and the reason of the return.
Due to merchandising restrictions, all returns must be shipped from the same country from where they were purchased.
Once your package reaches our warehouse, please allow 3 to 7 business days (depending on peak times) for your return to be processed.
Please note that we do not refund shipping costs or any duties or taxes incurred. We only refund initial shipping charges for faulty items. Items exchanged will be shipped at our own cost. If you change your mind about the purchase, your own return postage costs are not refundable.
If a product in your order is received faulty or missing, OnTracks will reserve its right to decide whether shipping the missing product at our cost or refunding the item value.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Once cleared you will receive your new item (for exchanges) or refund on the cost at the purchase price (excluding original shipping cost if there was any), directly to the credit card or PayPal account used for purchase. We try our best to process refunds as soon as they are received but please allow us at least 3 to 7 working days upon reception of your package. You will receive an email notification of the status of your refund or exchange once processed.
