You may exchange any item purchased on www.tracystudio.com within 15 days of delivery by returning your item, subject to payment of all restocking and shipping fees (approximately 20% of the order cost).

If you wish to return the goods and receive a refund, you will only be refunded an amount equivalent to 70% of the order value. The 30% deducted by TRACY STUDIO covers shipping and refund costs, as well as customs procedures.

All exchanges and refunds will be processed by TRACY STUDIO only after receiving the returned order and confirming that the goods are eligible for a refund.

Conditions of Return:

Please be aware that we can only accept returns that adhere to the following conditions:

  • Returned items must be unwashed and unworn.
  • All labels and tags must be intact and undamaged.
  • We kindly request that you try on clothing items without wearing perfume, deodorant, or makeup to prevent staining or scent transfer.
  • Items must be returned in the same condition as they were received.
  • Please note that TRACY STUDIO does not accept returns for customized or designed goods.

TRACY STUDIO does not accept returns for goods that are designed or tailor-made to individual measurements, or for goods with personalized details.

For defective items, customers are required to notify us and provide evidence within 7 days of receipt. The proof must include an unboxing video and photos. If the item you receive is not defective, or if there are no shipping errors and you simply change your mind and wish to return it, a return fee will be charged.

Note: If a customer changes their mind and the product has no manufacturing defects or "brand errors" such as size discrepancies or incorrect sizes, the customer will be responsible for shipping fees and any additional costs incurred during the return process for a refund. This cost corresponds to 30% of the order value. TRACY STUDIO will only refund 70% of the order value in this case.

 

Exchange:

You have 15 days from the date of receipt to contact us to initiate an exchange. All items submitted for exchange must meet our Return Conditions. Please follow our Returns & Exchanges process to return the item to us.

Upon receiving the returned item, exchanges will be processed within 5-12 business days, depending on inventory availability. If the exchanged item is priced higher or lower than the original purchase, you will either receive a coupon for the price difference or be notified of an additional charge. We will send you an email detailing the remaining amount to be settled before dispatching the exchanged item.

If the issue arises from a manufacturer's defect or a shipping error (such as receiving the wrong item, size, or color), TRACY STUDIO will cover the exchange costs. However, if you wish to exchange an item for a different size, style, or color for reasons other than manufacturer or shipping errors, you will be responsible for both the return shipping costs and the shipping fees for the new item. This fee amounts to 20% of the total order value.

Please Note: If any taxes or additional fees are incurred during shipping, the customer will be responsible for settling these charges before the delivery can be completed.

 

Refund:

Once the returned order reaches our facility in Vietnam, we will initiate a refund equivalent to 70% of the order value within a maximum of 10 working days and notify you via an automated email. Please allow a few days for the refunded amount to reflect in your Store credit or primary account (for debit or credit cards). While the refund process may occasionally be lengthy, we consistently strive to protect your rights and ensure a smooth transaction.

If you do not see the refunded amount in your account or have any questions regarding the refund process, please contact our customer service for assistance.

 

FAQ:
How do I return goods bought online?
You can return online purchases by mail. Items bought online cannot be returned in-store. Please ensure that you adhere to the Returns Conditions outlined above as we cannot accept items returned in unsuitable condition. Note that you are responsible for return shipping costs, which amount to 30% of the order value, unless you are returning a defective product. To initiate a return, you have 3 DAYS from the date of delivery to follow the steps below:
  1. Contact us using the email associated with your order and provide the following details: order code, product to be returned, reason for return (e.g., size issue). We will respond with return instructions and the return address within 1-2 business days.
  2. Send the product you wish to return via the carrier of your choice. We recommend using a reputable carrier like DHL to ensure safe handling. We are not responsible for any damages or losses incurred during return shipping.
  3. Contact us again using the same email and provide: order number, proof of delivery, and tracking number for the return shipment.

How does TRACY process returns?

Upon receiving the returned parcel, our quality assurance team will inspect the items to confirm their compliance with our Return Conditions.

If the Return Conditions are NOT met, we will notify you via the email linked to your order. You have 3 days from the date of this email to inform us if you wish to have the items redelivered to you. Please note that you will be responsible for the redelivery costs, and we will inform you of the amount due and payment method BEFORE dispatching the goods. If you choose to abandon the items or fail to respond within 3 days, we reserve the right to remove the items and consider the return request closed.