RETURNS & EXCHANGES
You have 14 days to return your item since delivery or first delivery attempt (with the exception of underwear and socks) 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.
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, Underwear and Discounted items are not eligible for returns or exchanges. If you have any question regarding this products, we will be pleased to answer them before purchase.
To return or exchange your product, please contact our customer service via e-mail at customer@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.
ON TRACKS reserves the right to reject any returned items that do not meet the above requirements. If your return is rejected, you will be noticed via email and it will be sent back to you at your cost.
Our customer service can support you in English and Spanish. Returns can be sent to the following address:
ON TRACKS STUDIO
Passeig Sant Joan 12, 3-2 B
08010 Barcelona
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.
REFUNDS
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.
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.
