What is your returns policy?

You have 30 days to decide if the item is right for you. We will refund any item(s) as long as they are undamaged, unworn, unwashed, unaltered, and with all labels and tags attached. If you want another size or color, you must place a new order in our online store.

Do you want to return something? Please follow these criteria:

- You can return items within 30 days of receiving your order. Some products cannot be returned for hygiene, health, or perishable reasons (e.g., cosmetics, food, sealed software, custom or personalized items). Electronics must be sent unlocked, reset to factory settings, and without memory cards.

- Items must be unworn and in original condition, including tags and packaging (e.g., shoes with original box). Do not attach labels or tape directly to the item packaging.

- If an item is returned in unsuitable condition, we may return it to you.

- Begin the return process by making a request in the My Account section.

- The items are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way! We recommend you obtain a proof of postage. Our returns address is:
TRADEINN RETAIL SERVICES, S.L.
C/ Pirineus,1 nave 5. Puerta 23.
17460 Celrà (Girona)
Spain

How can I return an item?

To speed up the processing of your return, you can complete it from the MY ACCOUNT section by following these steps:

Step 1: Log in to MY ACCOUNT

Sign in using your email address and password, then go to My orders. Select the order, choose the reason that best fits your situation, and follow the instructions. Once completed, print your return label.

Step 2: Prepare your parcel

After printing your return label, prepare your parcel. Make sure the item(s) are in perfect condition (unused, with tags, and in the original packaging). Please use a new outer parcel/packaging so no labels or tape are applied directly to the product’s original box.

Step 3: Send your parcel

Attach the return label to the outside of the parcel and send it to the address indicated on the label.

Step 4: Receive your refund

Once your return is processed, you will receive an automatic confirmation email. We’ll also notify you as soon as your refund has been completed. Refunds are issued automatically to the original payment method. Please note that it may take up to 14 working days (excluding weekends and bank holidays) from the moment your return arrives at our warehouse for the process to be completed.

If you wish to exchange an item, please return it and place a new order.

What should I do if I receive a defective or incorrect item?

If you receive a defective, or incorrect item, please follow the steps below:

Step 1: Log in to MY ACCOUNT

Sign in using your email address and password, then go to My orders.

Step 2: Select the order/item

Open the order and select the defective or incorrect item(s). Then choose the return reason that best matches the issue.

Step 3: Provide information and photos

To process your claim, please include a brief description of the problem and upload photos clearly showing the defect or issue. You can attach the images directly through the form.

Step 4: Processing your claim

Once we receive all the required information, we will review your request as quickly as possible.

We are unable to accept claims in the following cases:

Damage caused by incorrect or excessive use
Increased perspiration
Colour transfer (e.g., jeans staining socks)
Damage caused by external factors such as friction, sharp objects, or chemicals
Items causing physical discomfort (e.g., blisters).

How do I get my refund?

Any refund will be issued automatically to the payment method you used to place your order.

If you have received a gift and wish to return it for a refund, the refund will be issued to the person who originally purchased the gift. Please note that we cannot transfer the refund to a different person or payment method.

If the return is not due to the product being damaged, defective, or incorrect, shipping costs and any additional services related to your order will not be refunded. In this case, only the cost of the product itself will be refunded.

Refunds will typically be processed within 5–10 business days after we receive your returned item, depending on your bank or payment provider. You will receive a confirmation email once the refund has been completed.

How can I exchange an item?

If you wish to receive the same product in a different size or exchange it for an alternative product, you will need to place a new order through our website, and shipping costs will apply again.

INFORMATION REGARDING SIZES

There may be slight differences between the size you ordered and the size indicated on the label of some items or brands. This is normal and usually due to international size conversions (e.g., a size 38 in Spain is equivalent to a size 36 in Germany). We recommend trying on all items calmly at home to ensure the best fit.

Will I need to pay to return an item?

If you return an item because it doesn’t fit or for any similar reason, the return shipping costs must be covered by you*. If you return an item that is damaged, faulty, or not as described, we will of course arrange a pickup at our expense.

*Make your return easily and at competitive rates:

Mondial Relay/Inpost: available in Belgium, Spain, Italy, Netherlands, Germany, France, Luxembourg, Portugal and Monaco. Return labels start from 7.99€. Please note that the final price depends on the total weight of the returned items.

GLS: available in Austria, Croatia, Czech Republic, Denmark, Estonia, Finland, Hungary, Ireland, Lithuania, Latvia, Poland, Slovakia, Slovenia and Sweden. For Romania, Bulgaria and Greece, you can use Spring. Return costs vary depending on the weight of the parcel, starting from 7.99€.

If you are returning items from the United Kingdom, you can use Royal Mail (Spring). If your original shipment was delivered by a different carrier, the return must be sent at your own cost using any carrier of your choice.

For customers located OUTSIDE the European Union or in countries not listed above, we recommend using DHL and UPS, as we have special agreements with both carriers. This ensures fast and efficient handling of your shipment.

For any return, you can print your return label directly from MY ACCOUNT.

What is the warranty policy, and how can I submit a claim?

If the item has a manufacturing or functional defect, it will be sent to the brand. Issues caused by negligence, impacts, improper use, unsuitable voltage, incorrect installation not performed by authorized Technical Service, or normal wear and tear are not covered.

For computer items, the warranty does not cover virus removal, program restoration, or disk reinstallation caused by deletion.

We provide a collection service for defective items at our cost and send them to the brand. Waiting times depend on each brand’s technical service. If the warranty is valid, the item may be repaired, replaced, discounted, or refunded according to legal terms.

Some suppliers handle warranties directly. If your product is from one of these brands, we will provide contact info and links for you to claim directly.

To process your warranty, please follow the steps below:

Step 1: Log in to MY ACCOUNT

Sign in using your email and password, then select My orders.

Step 2: Select order/item

Click the order and select the defective item(s). Choose 4. Item doesn’t work or is defective as the return reason.

Step 3: Information/pictures

Provide a brief description of the defect and six clear photos. All six photos are mandatory and must be attached directly to the form.

Step 4: Process

Once we receive the required information, we will contact you immediately to arrange any necessary actions.

We cannot accept claims for the following defects:

Damage due to improper or excessive use.
Increased perspiration.
Colour transfer (e.g., jeans colouring socks blue).
Damage from external factors such as friction, sharp objects, or chemicals.
Items causing physical discomfort (e.g., blisters).

What should I do if my package is damaged or items are missing?

When the delivery is made, carefully inspect the package for any signs of damage, tampering, or loss. If it appears open or damaged (e.g., broken seal) and contents seem affected, open and check them in the presence of the driver.
If the contents are damaged or any items are missing, refuse the delivery. Also, contact customer service immediately. The driver’s verbal acknowledgment alone is not valid proof.
For high-value items, we recommend recording a video while opening the package. Claims may be rejected without photo/video evidence taken at delivery, a written report by the driver, or an invoice/proof of purchase.
Submit your claim in writing within 72 hours of delivery. Claims after this period cannot be accepted.
To submit a claim, go to MY ACCOUNT, select the order, click on Contact, and choose: My product was damaged during shipping.

My tracking says ´Delivered´ but I haven´t received my package. What should I do?

If the tracking shows the driver completed delivery, it should indicate where the package was left. Shipments that don’t require a signature may be left in a safe place such as a front porch, side or back door, garage, etc.
If a signature was required, it may have been signed for by a neighbor or someone else at your address. A delivery notice should indicate if it was left with a neighbor or at another location.
Please check with other residents, neighbors, and around all entrances of your home (porches, bushes, garage, grills, etc.). Drivers may also use plastic bags to protect packages from weather.
If you still cannot locate the package, contact the shipping company directly so they can verify the delivery status.
If they confirm delivery and you suspect theft (building lobby, mailbox, doorstep), please file a police report and send us a copy so we can start the claim process with the carrier.
To submit the claim, log into MY ACCOUNT, select the order, click on Contact, and choose: I have revised the tracking and I have a problem with the shipment of my order.