Frequently Asked Questions

We accept

• Bancontact
• KBC
• Belfius
• Ideal
• Visa
• MasterCard
• American Express
• Klarna (including Klarna Slice It to divide the payment into three installments and Klarna Pay Afterwards)
• Paypal
• Apple Pay
• Google Pay

Please note that available payment methods may vary depending on your region. We do not accept cash on delivery. If you have any questions or require assistance with payment options, please feel free to contact our support team.

You have 14 days from receiving your item to initiate a return. Items must be unworn, unused, with tags attached, and in their original packaging. For items valued over €300, refunds are issued as store credit. If you're unsure about sizing, contact us at info@relace.be or via live chat for assistance before ordering. To start a return, log in to our website with your order email, or email us at info@relace.be for a return form and instructions. Return shipping costs are the customer's responsibility. Returns must be sent within 14 days. For late returns, please contact us for possible accommodation. Inspect your order on receipt and report any issues immediately. If you ordered the wrong size, place a new order and initiate a return for the incorrect item. Once your return is received and inspected, you will be notified. Approved returns are refunded to the original payment method or issued as store credit for orders over €300. For more details, please visit our full refund policy.

We process returns on a weekly basis. Once we receive your item, we will inspect it to ensure that the sneakers or clothing are in the same condition as when they were shipped: brand new and unworn. If the item meets these criteria, we will initiate the refund.

The time it takes for the refund to appear in your account depends on your payment method. Generally, you can expect to receive the refund within 1-3 business days after it has been processed. You will receive a confirmation email once the refund is completed.

Please note that if you used a major credit card provider, it may take an additional 5-7 business days for the refund to be reflected in your bank account. If you have any questions or need further assistance, please feel free to contact us.

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 10 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.

You will receive a track and trace code via email while your order is being authenticated. Please note that the initial information on the track and trace page may not be completely accurate and may display continuously changing dates. The details will become accurate once PostNL picks up your package. We will send you another email at that time, confirming the pickup and providing updated tracking information. To stay updated on your order’s status, visit our personalized track and trace page.

Yes, we provide international shipping for our exclusive range of sneakers and clothing, catering to customers around the globe. For detailed information on international shipping rates and estimated delivery times, please visit our Shipping Information page. If you encounter any issues during checkout due to shipping zone restrictions, or if you have specific shipping questions, please contact us directly. Our team is available to manually calculate shipping rates and ensure that you can receive our products no matter where you are located. Feel free to send us a message, and we will be delighted to assist with your international shipping requirements.

At Relace, we prioritize authenticity and quality in both our sneakers and clothing. Each item undergoes a meticulous authentication process by multiple experts to ensure you receive genuine products of the highest quality.

With an extensive inventory of over 60 000 sneakers and a wide range of exclusive clothing, processing orders can occasionally lead to longer delivery times. Offering such a large assortment is part of our commitment to providing you with a diverse selection, but it may result in some delays.

As a startup, we are continuously working to improve our processes and offer the best possible service. Your feedback is vital to our growth and development, and we welcome your thoughts at info@relace.be. Thank you for your patience and support as we strive to enhance your shopping experience.

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.

Absolutely! If you're uncertain about which sneakers or clothing items to choose or if you have concerns about sizing, our team is here to provide personalized advice to help you make the best selection. Each product listed on our website is accompanied by a detailed sizing table that indicates whether the items tend to fit smaller or larger than normal. This feature is particularly helpful if you are hesitant about how a specific sneaker or clothing item might fit. For further assistance or specific inquiries, please don't hesitate to contact us. Our experts are committed to ensuring you find the perfect fit and style to meet your needs.

To keep up with all the latest releases and promotions from us, consider creating an account on our website. This will allow you to receive updates directly via email. Additionally, for real-time updates and exclusive content, follow us on Instagram @relace.be. Joining our social community is a great way to stay connected and be among the first to know about new arrivals and special offers!