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Help & Contact

We answer every email within a 24/48-hour period (working days).
If you want to speak to a member of our Customer service team, phone us at 718-709-5401. Our lines are open from 9.30 to 13.30 and 15.00 to 22.00 (CET), Monday - Friday. Make sure you have your order number handy (that’s in the confirmation email as well) as this will speed things up.

My account

Sign in into your account, you can check the status of your order and track the shipment. You can also contact us directly or process a return.

Contact us

Welcome! Have a question? Do you need advice about a product? You’ve come to the right place. We have set up this section for quick and useful reference. If you’d like, you can contact us by filling in the form.

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FAQ - Placing an order

How do I place an order?

If you wish to place an order, please just proceed as follow:

- Select delivery country (on the top left of our site)
- Add any ítem you would like to buy to the basket (select size/colour and click on ADD TO BASKET)
- Once all required products have been added to the basket, please click on the basket (on the top right of our page) and choose delivery option.
- Click on PROCEED TO CHECKOUT
- Please fill in all required information for delivery IF YOU ARE A NEW CUSTOMER and finish your order by selecting payment.

So automatically your account has been created and you can always log in to MY ACCOUNT by using your e-mail and chosen password. You will also receive order confirmation as well as any details in relation with your order per mail.

How do I view what´s in my shopping basket?

To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price update accordingly.

How do I add items to my basket?

To add an item to your basket, you just need to type the required quantity and click on the ADD TO BASKET button.

If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. You should see the price update accordingly.

How do I remove items of my basket?

To remove an item from your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price update accordingly.

How do I change the Quantity I want of a particular item in my basket?

To view the content of your basket, please click on the basket icon in the top right of our page. Any items you have added to your basket will be shown. If you wish to change the quantity of any products in your basket, you can change the number by clicking on the -/+ buttons in the column for quantity. If you wish to remove any item of your basket, please click on DELETE just below the -/+ buttons in the column for quantity. You should see the price update accordingly.

Why is the item in my shopping basket not longer available at checkout?

The selection on our site is live and reflects what is in stock at that moment. Adding an item to your basket does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your basket.

Why is the item that I had in my shopping basket yesterday no longer on sale today?

Your Shopping basket does not secure sale prices for you. If you place an item in your basket at a sale price, the price will change once the sale has expired. We recommend you to place your order as soon as possible.

How will I know that you have received my order?

Once you completed the checkout process, a receipt will appear on your screen detailing your final order total, your shipping address, and the purchased items. You can print this receipt for your reference.

You will also receive an order confirmation per email and you can also find all order details by logging in to MY ACCOUNT by using your e-mail and chosen password.

Can I have my order delivered to another address?

Yes! You can change your delivery address as long as your order has not been shipped. Please email or call us immediately, so our Customer Services Team will happily assist you.

Do you have a catalog?

Currently, Tradeinn has a ''virtual'' catalog. The entire product selection is online; we do not have a physical catalog.

How do I know if an item is available?

We offer a great range of items, most of them are in our stock other have to be ordered on demand. So when selecting an item an estimated delivery date will be shown. If the item is in stock, you will find the information directly next to the estimated delivery date. The estimated delivery date is calculated by product availability and shipping time. So the estimated delivery date is calculated by our experience with each supplier and chosen courier. If you order several items in one order, the estimated delivery date will be calculated by availability of all of them.

The estimated delivery date has been calculated as per availability of all items from your order. The taken time from dispatch to delivery depends on the courier service you select at the checkout.

Please keep in mind that the estimated delivery date is only a reference, as it is determined to product availability, courier’s availability, as well as payment.
We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. So we kindly apologize and appreciate your patience.

What size should I order?

As sizing may vary for each brand or textile, we provide a respective size chart for all our items, which you can find just below the product description. In order to find your perfect fit, we recommend that you follow the instructions and measures of the size chart.

How to place an order as club/association?

Tradeinn offers special discounts and conditions for clubs/associations! So if you wish to place an order for your club/association, we kindly ask you to send all club information per mail using our contact page and choosing the option: Club and association advantages.
So your club/association will be registered on our club page where you can see our special club offers and also place your orders directly, once you received the login details.
We look forward to welcoming your club!

Will you tell me when my order has been dispatched?

YES! Once your order has been dispatched, you will receive your tracking information per mail. You can also always find all information regarding your order by logging in to MY ACCOUNT.

I can´t find the buy button for the selected item

If you cannot find the buy button for the selected item, the product might currently be out of stock, not longer available or we might not be able to deliver the item to your country. As the approach of some brands for some specific markets (in particular for US and Australian consumers) is to serve the consumer by his nearest local dealer, we are not allowed to ship some products out of the European Union (and vice versa, for example, American dealers and Australian dealers are not allowed to ship to the European Union).

Please do not hesitate to contact us anytime, we may help you in finding your perfect item!

What is the Minimum Price Guarantee?

As an official retailer of all our offered products, we have to respect the given retail prices by the brand. If you find a better offer from another authorized web shop, please fill in completely the Minimum Price Guarantee form available at the product page. We will happily offer you the same price, if all following conditions are met:

The offer is from an official and authorized retailer of the mentioned brand. Any auction sites including eBay, amazon, Yahoo Auction, etc. cannot be considered.

The characteristics of the product have to equal TOTALLY with the one offered by us, including the following: Brand, Model, Reference and Version, Options, Size, Colour, Availability etc., as well as any other conditions that could affect the final price like shipping costs, special offers, etc...

FAQ - Shipping and delivery

MY ACCOUNT

In MY ACCOUNT you can always have access to all your orders, correspondence with us, returns, as well as you can change any preferences of your newsletters, contact us directly or rate your bought items to obtain coINNs.
When placing an order, your account will be automatically created and you can always log in to MY ACCOUNT by using your e-mail and chosen password.

Can I change my delivery address after I have placed my order?

Yes! You can change your delivery address as long as your order has not been shipped. Please email or call us immediately, so our Customer Services Team will happily assist you.

Can I purchase Vat Free when buying for my company?

If you place your order as a company and dispose of international VAT number, we happily subtract VAT from your invoice. We kindly ask you to first place your order and once you have received your order number, please contact us immediately to provide us with the VAT number of your company and a copy of the company ID card. The VAT will be removed from your invoice and you will receive a refund of the difference by the same payment method you used when placing the order.

Can I track my order online?

Once the items are ready to be shipped, we will send you an email to notify you that your parcel has been dispatched and include a link to the shipping company website. From here you will be able to track the status of your order.

What countries do you ship to?

Worldwide! If your country cannot be selected as delivery country on the left top of our site (shipping to), please contact us. We will happily double check if we are able to ship to your country. Please keep in mind, that a few of our brands are not authorized to be sent to particular countries.

How can I track my order?

Once your order has been dispatched, you will receive your tracking information per mail. You can also always find all information regarding your order by logging in to MY ACCOUNT.

How long does delivery take?

We offer a great range of items, most of them are in our stock other have to be ordered on demand. So when selecting an item an estimated delivery date will be shown. The estimated delivery date is calculated by product availability and shipping time. So the estimated delivery date is calculated by our experience with each supplier and chosen courier. If you order several items in one order, the estimated delivery date will be calculated by availability of all of them.

The estimated delivery date has been calculated as per availability of all items from your order. The taken time from dispatch to delivery depends on the courier service you select at the checkout.

Please keep in mind that the estimated delivery date is only a reference, as it is determined to product availability, courier’s availability as well as payment.
We do our best to comply to the given delivery dates and will inform you immediately if despite our efforts your order will suffer any changes or delay. So we kindly apologize and appreciate your patience.

How much is delivery?

Our shipping fees are calculated by weight and volume, so by adding any item to the basket, the respective shipping fees are shown.

How will my parcel be delivered?

When placing an order, you can choose your delivery option once all items have been added to the basket. We will ship your order with the selected courier and you will receive any tracking information per mail. You can also always find all information regarding your order by logging in to MY ACCOUNT.

What happens if I am not at home when my delivery arrives?

To ensure the safe delivery of your parcel, the courier company needs a signature to confirm successful delivery. If there is nobody to receive the parcel, the driver will eitherattempt a new delivery, deposit your parcel at a neighbor or take your parcel to be securely held at the local Post Office or Depot.

If you have not received yourparcel, the driver should have left a card stating the location of your parcel. Please follow the instructions left by the driver.

In case you cannot locate the card, pleasecontact the following phone numbers stating your parcel number:
- Parcel Force (United Kingdom): 03448 00 44 66
- Royal Mail (United Kingdom): 0345 611 3425 oremail: onlinepostage@royalmail.com
- Yodel (United Kingdom): 0844 755 0117
- USPS (USA): 877-569-6614 or email: fast@usps.gov
- DHL (Worldwide): http://www.dhl.com/en/contact_center/contact_express.html

For all other countries, please contact your local post office.

How can I get the TAX FREE form?

If you wish to receive your order within the European Union and later export it to any country out of the European Union, you need to select the correct delivery country (where do you want us to ship your order to) in the top left of our site. Please add any items to the basket. By choosing the delivery option the final price will be shown and you will be charged directly by us the product price including local VAT and delivery fees. When exporting the item out of the European Union, you can claim VAT by using the tax free form. So once your order has been placed, please provide us immediately with all required data as the final address of the country you are going to and your passport number.

Once we could receive all necessary information, we can attach the INNOVA TAX FREE form to your order. We work with INNOVA TAX FREE and would recommend you to consult their website directly in order to find out the total amount you can claim: http://www.innovataxfree.com/index.php/en/

Do you ship to PO Boxes or Military APO/FPO addresses?

We are sorry but we cannot ship to A.P.O. Military address or P.O Boxes and Hotels, as to ensure the safe delivery of your parcel, our transport partners require a physical street address to be provided along with a telephone number. A signature on file is needed for a successful delivery.

How can I contact with the courier?

You can always contact with the courier by using the following contact details. Please make sure to keep your trackingnumber and any further address details at hand.
- Parcel Force (United Kingdom): 03448 00 44 66
- Royal Mail (United Kingdom): 0345 611 3425 or email: onlinepostage@royalmail.com
- Yodel (United Kingdom): 0844 755 0117
- USPS (USA): 877-569-6614 or email: fast@usps.gov
- DHL (Worldwide): http://www.dhl.com/en/contact_center/contact_express.html

For all other countries, please contact your local post office.

FAQ - Returns and refunds

What are the valid reasons to return my product?

Tradeinn gives you the right to return your purchased item/s without having to give a reason, at any time within 30 days beginning the day after the day on which you received the goods. You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please find all further information here: Returns

Are there some items I cannot return?

Please keep in mind, that any customized items (as for example: football boots, gloves, skies with mounted bindings, etc.) cannot be returned or exchanged. Any other product can be returned within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please find all further information here: Returns

Can I return unsuitable items and is it free?

Unsuitable goods can only be returned in an unworn/unused state. Please securely wrap your parcel and send to the address below. We do not pay for return postage in this case; this will be at your own cost.

Please remember that the products are your responsibility, as a customer, until they reach us. For your own protection, we recommend that you send any returns by a postal/courier service that provides insurance for the value of the goods, a dispatch certificate or document and a signed proof of delivery. Please retain your Certificate of Posting and hold onto it until you have received your refund from us. You will be refunded by the payment method used for your original purchase. Please find all further information here: Returns

Have you received my return?

The taken time from sending your parcel until it arrives at our warehouse depends on the courier service you select for your return. Of course, we will directly inform you per mail, once your return has been proceeded.

How do I return an item for a refund?

You can return any item within 30 days, as long as the item/s is/are in perfect conditions (unused, with labels, in original packaging). We only ask you to please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please find all further information here: Returns

What should I do if I receive the wrong item?

If you receive a wrong item, please follow the process below:

Step 1: Log in to MY ACCOUNT

Sign in to your account by using your email address and password and please select Returns.

Step 2: Select order/item

Please click on the order and select the originally chosen item. Please choose 6. Incorrect item shipped.

Step 3: Information/pictures

To process your claim we kindly ask you to provide us with a brief description about the difference as well as at least one picture where the difference can be shown. Pictures can be attached directly to the form.

Step 4: Process

Once we could receive any requiered information, we will review your request as quickly as possible.

What should I do if I receive a damaged item?

We do everything in our power to ensure that your goods arrive in perfect conditions, but if there is a problem with faulty or damaged goods during shipping, please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please find all further information here: Returns

How do I prepare my parcel for return?

Please log in to MY ACCOUNT and follow our instructions when clicking on RETURNS. Please return items in their original packaging. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box and be returned in perfect conditions (unused, with labels, in original packaging). Please use a new parcel/packaging to make sure that no labels or duct tape will be attached on the original product packaging. Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label.

Once your return is received and inspected by our Returns department, your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 10 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account. Of course, we will directly inform you per mail, once your refund has been proceeded. Please find all further information here: Returns

How long do returns take to get back to you?

The taken time from sending your parcel until it arrives at our warehouse depends on the courier service you select for your return. Of course, we will directly inform you per mail, once your return has been proceeded.

I have misplaced my packaging and want to return an item; can I have some more packaging?

Please return items in their original packaging. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box and be retourned in perfect conditions (unused, with labels, in original packaging).

If for any reason you no longer have this packaging and you would like to return an item, please contact us in advance.

FAQ - Payment and pricing

What are your payment options?

We offer several payment methods, all of them are assured by Adyen, who guarantees the security of your payments. Our main payment methods are PayPal, CreditCard, DIRECTebanking and bank transfer. Please keep in mind, that offered payment methods may vary by the country of destination. Once all items have been added to the basket and you already selected the courier, all available payment methods for your destination country will be shown.

For online payments made by credit card, the "Secure Socket Layer" (SSL) security system is used, which allows encrypting your banking information when on the network.

By bank transfer payments:

You will find our banking details when finishing the order as well as by email on the order confirmation (mail sent by Adyen); you will be able to perform the transfer at your bank. As soon as we received your payment, your order will be processed. Before selecting bank transfer as your payment method, please be aware that your bank will charge you an international transfer fee, therefore increasing the overall cost of your order.

What is Webloyalty?

Webloyalty's membership programmes offer valuable discounts, services and benefits. Delivered through partnerships with well known retail and travel companies, these programmes can help members save hundreds of pounds.
For any further information regarding benefits, services or partnership, please contact directly with Webloyalty: http://www.webloyalty.co.uk/

All about coINNs

Our coINNs are our loyalty points for our clients. So you can collect coINNs by purchasing items or leaving product reviews.
CoINNs can be redeemed on your future orders like a discount. Please find all further information about our coINNs here: http://www.snowinn.com/?action=landing_page&id=60&idioma=eng

Why do you check my identity?

Actually due to increased fraud cases, it might be that we have to ask our clients for further details when paying by credit card. If you do not want to send us a copy of yourpassport, there is no problem at all, we only need you to provide us with the transaction code (given by your bank) of this payment, so we can verify the identity. Please keep in mind, that this is not only to protect us but most of all you.

Will I be charged VAT?

- For orders being shipped to countries within the European Union, VAT is already included in the product prices you see on our website.

- For orders being shipped to countries out of the European Union, no VAT and no sales tax will be included in the product prices you see on our website and you will not be charged any taxes by us. However your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. So the Courier will charge you any taxes or customs directly. As taxes and customs may also depend on product category as well as declared amount, we are not able to provide you with any further details. We would recommend to consult your local Customs office, which will happily assist you with further information.

Is there any extra charge not shown on the website?

-For orders being shipped to countries within the European Union, VAT is already included in the product prices you see on our website. So VAT and any sales taxes are already included and you will only be charged the productprice as well as shipping fees by us.

-For orders being shipped to countries out of the European Union, no VAT and no sales tax will be included in the product prices you see on our website and you will not be charged any taxes by us. However your packages may be subject to the customs fees and import duties of the country to which you have your order shipped. So the courier will charge you any taxes or customs directly. As taxes and customs may also depend on product category as well as declared amount, we are not able to provide you with any further details. We would recommend to consult your local Customs office, which will happily assist you with further information.

How can I rate my item/s?

We would kindly invite you to rate your item/s by writing a review on our website, so you will earn 20 coINNs for your next order. To rate your item/s please log in to MY ACCOUNT by using your e-mail and chosen password. Then select the order and choose the item/s you would like to rate and click on Write a review. Once we could validate your review, you will automatically receive 20 coINNs on your account.

How do you protect my personal data?

We do not transfer or sell any personal information, as it is only used to fulfill your order, for example: your address details will be forwarded to the courier in order to deliver your parcel. Any payment details are held securely in accordance with our internal security policy and the law.

What is PayPal?

PayPal is a payment method for online purchases which offers you to pay quickly and more securely with just an email address and password or mobile number and PIN. No need to re-enter your card and delivery details every time you check out.

PayPal does not only offer you a secure and fast payment solution, but also allows you to send money almost anywhere in the world in seconds.

How do I sign up for PayPal?

You can easily sign up with just an email address and password by creating your account on: https://www.paypal.com.

How do I use PayPal as payment option?

If you would like to pay per PayPal when placing an order, please click on the PayPal option when checking out. New PayPal users who would like to use PayPal as payment method, will be redirected to the PayPal website to sign up for an account.

FAQ - Changing or canceling orders

How can I cancel my order?

You can cancel your purchase, as long as your order has not been shipped. Please email or call us immediately, so our Customer Services Team will happily assist you.

If you wish to return an order you have already received, please log in to MY ACCOUNT and please select RETURNS.

Can I add an item to my order?

YES! You can add an item as long as your order has not been shipped. Please email or call us immediately, so our Customer Services Team will happily assist you. We need you to provide us with the reference number of the product you would like to add. You can find the reference number once the item has been added to the basket. Orders which have already been shipped cannot be modified anymore.

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