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Frequently Asked Questions

Welcome to our FAQ Page

My Trace Order

If you would like to amend your order, please email us immediately at If your order has not left our warehouse we will do our best to amend your order.


We accept most payment methods including Apple pay, Visa, Paypal, and American Express. Please email if you have any issues.  

If you get the notification 'Payment failed' try deleting any cookies, or try a different browser. If this doesn't solve the issue please try a different payment method.

Please contact if you have any queries.   

If you are in the EU you will not have to pay any import duties to receive your order. There is a possibility you might have to pay import duties depending on your country.  

Returns & Refunds

You can return your shoes unworn within 30 days of receiving them. Please note we will not be able to accept returns if there are signs of wear. The return shipping cost will not be covered by Trace. More information can be found on our returns page.

You will receive your refund up to 14 days after we receive your package, and will return the amount to your original payment method.

Firstly, we are sorry if this happens. We double-check every order before we send, but in the case this should happen, please contact us and we will exchange the m as soon as possible with no additional cost or shipping for the return.  

Size & Fit

All our sneakers are true to size, so we recommend going for your normal size. If you usually take a half size, we would recommend going up a size. You can find more information and measurements in our sizing guide section.