Free european shipping for orders over €99

FAQ

How do I know if my order is confirmed?

Once the order is processed and payment is received, you will receive a confirmation email within 24 hours. If you haven’t received it within these hours, please contact customer support. Please note the confirmation may went to your trash.

Can I cancel my order after I’ve placed it?

Unfortunately, you can’t cancel an order by yourself. Please contact our customer support.

What do I do if I receive a faulty item?

We want to sort out any issues with faulty items as fast as possible. As soon as you discover a fault, please contact our customer support team.
Send us an email to support.rawen@backontrack.com with the following information.

  • • Order number
  • • The faulty items name and number
  • • A description and picture of the fault.

    • You have the right to claim any faulty items within a week from the date you received your package

Can I return my order?

You have your right to return you order within 14 days. Please fill in our return form here (link to orders and returns) and follow the information given in the return policy. Your return needs to be placed in the same parcel as you revived your order in.

Have you received my returned items?

Once your return has arrived at our warehouse, we’ll email you to let you know your refund has been issued. The funds will appear in your account between 5-10 working days.

Can I exchange my products?

Unfortunately, you are not able to exchange your order. If you need to change size or colour, please send us a return and place a new order.

How do I use my promocode?

Once you proceed to checkout and payment you will find a box for discount codes and gift cards. Please enter the code exactly as it was given to you, without any spaces.

Do you offer paper or non-electronic Gift Vouchers?

Since we are a webshop, its unfortunately not available.

What should I do if my order hasn’t been delivered yet?

We do our best to ensure that your orders arrive on time without any delay. If your order hasn’t arrived on estimated delivery day, please track your parcel via the link you got in the confirmation email for potential delays. If no potential delays been found, please contact our Customer Support.

Can I track the delivery of my order?

Yes, in your order confirmation you will find a tracking number and a link to DPD’s website. Here you can follow the parcels journey to you.

Where can I find your size guide?

We want you to feel that our products are up to your standard and fit well. Here you can find our size guide in both cm and inch. Our size guide can also be found on the product page.

Where can I find information about your products?

When you click on one of our product pages you will find a short description of the product including features.

How does the wish list works?

When you click on the heart next to one of our products. it will automatically be added to you wishlist. Your items will be saved in the wishlist for 6 months forward.

Do you have a store I can shop at?

We are all about comfortable online shopping. Unfortunately, you won’t find our clothes in shops. IF you may find a pirate copy of our brand, please report to our Customer Support.

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