Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at info@relace.be.
Payments
We accept
- Bancontact
- KBC
- Belfius
- Ideal
- Visa
- MasterCard
- American Express
- Klarna
- Paypal
- Apple Pay
- Google Pay
Please note that the available payment methods may change depending on your region. We do not accept cash on delivery.
Returns
We offer a 14-day return policy. Items must be unworn, unused, and in original condition with tags and packaging. Sneakers over €250 aren't eligible for default returns; contact us for eligibility. Returns on purchases over €250 have a 15% handling fee.
Inspect your order upon receipt for defects or damage. Perishable goods, custom items, and sale items cannot be returned, nor can gift cards.
For exchanges, return the item and make a new purchase. Refunds are issued upon approval, returning funds to your original payment method. Contact us on Instagram for return questions.
Shipping
At Relace, we want to ensure that your order reaches you in a timely manner. However, please note that we verify every order manually to maintain the quality and accuracy of our services. As a result, the order processing process may occasionally take a bit longer.
If your order hasn't arrived within 5 days of the expected delivery time, we recommend the following steps:
- Patience: Please allow a little extra time for the order to arrive due to our manual verification process.
- Check Your Tracking: Utilize the track and trace code you received via email to monitor your package's progress. It will provide you with real-time updates on the location and estimated delivery date of your order.
- Contact Us: If you have concerns or need further information about your order's status, feel free to send us an email at info@relace.be. Our customer support team is here to assist you and provide updates on the whereabouts of your order.
We appreciate your understanding and patience in these cases, and we're dedicated to ensuring you receive your order as quickly and smoothly as possible.
After your order is prepared and shipped, you will receive a track and trace code via email. You can use this code to follow your package's journey every step of the way and monitor its progress until it reaches your doorstep. Use our personalised track&trace page: link to tracking page.
Yes, we offer international shipping to bring our exclusive sneakers to customers worldwide. Please refer to our Shipping Information page for more details on international shipping rates and estimated delivery times. If you are unable to complete your checkout due to shipping zone restrictions or have specific shipping inquiries, please don't hesitate to contact us. We can assist you in calculating shipping rates manually to ensure you receive our products wherever you are in the world. Simply send us a message, and our team will be happy to help with your international shipping needs.
At Relace, we prioritize authenticity and quality. Each sneaker undergoes a meticulous authentication process by multiple experts.
With an extensive inventory of over 30,000 sneakers, processing orders may occasionally lead to longer delivery times. We're dedicated to providing a wide selection without compromising quality.
As a startup, we're continuously improving our processes to offer the best service possible. Your feedback at info@relace.be is vital as we evolve and grow. Thank you for your patience and support.
Our carrier tracking not only offers real-time package updates but also ensures that each order is protected with insured delivery. This means you can either look forward to receiving your sneakers securely or, in the event of any issues, rest assured that you have the option to open a case for a refund. No need to stress! If your package encounters any hurdles or fails to reach you, please don't hesitate to reach out to our support team. We're here to assist you in navigating the next steps.
Social
Absolutely! Our team is here to provide personalized advice and assist you in finding the perfect pair of sneakers. If you're unsure about sizing, we also offer size recommendations to ensure the best fit. Alternatively, you can check out our size page for guidance. Contact us with your preferences, and we'll be happy to help with sizing recommendations and any other inquiries you may have.
To keep up with our latest products and special offers, we invite you to create an account with us and follow our Instagram page. You can easily find account creation options on our homepage, and for our Instagram updates, just search for us @relace.be.