Store Policy

Customer Care

Policy Statement 

Customer service is a top priority for Trace-Less. All customers will be treated promptly and respectfully without regard to age, gender, sexual orientation, race, ethnicity, disability, language proficiency, social or economic status

 

Regulations 

Staff members are responsible for providing the best customer service possible and are empowered to make decisions that will ensure the best experience for each customer while balancing the needs of the individual with the overall needs of shop customers. Staff will assist customers on a first-come, first-served basis to the extent possible without infringing on the service needs of other customers and amendments may be imposed on the spot during the Covid-19 pandemic. Staff members will enable successful shop use by assisting customers with the shop's resources and equipment. For allergen advice please see the product tab. A customer with complaints about the service received or about shop policy shall be referred to the senior staff on duty at the time or the shop director. The contact number of senior staff and the shop director are available at the service desks.

Return & Refund Policy

At Trace-Less, we hope that you will be fully satisfied with your purchase! Given the nature of the Zero-Waste shopping, we do not accept returns in general as this would incur food waste, which is against our sustainability ethos. Therefore, we kindly ask you to only take the amount you really need.  However, if you are still not satisfied with the quality, please speak to us and we will try to resolve any issues you may have. We appreciate your custom and cooperation, Thank you!

Privacy & Safety

Ensuring your privacy and safety is important to us, we do not share your information with a third party except as described in this privacy policy. We may share your personal information in order to provide you with the service where needed by the service providers; business partners; and if needed, for legal purposes. Third-party service providers have access to personal information only as needed to perform their functions and they must process the personal information following this privacy policy. This may include:
Fulfilling your orders and providing the services, payment processing and fraud prevention, providing customer support, sending marketing communications, conducting research and analysis. 
For legal reason such as a merger, sale of company assets, financing or acquisition of all or a portion of the business by another company where customer information will be one of the transferred assets. As required by law, for example, to comply with a valid subpoena or other legal processes; when we believe in good faith that disclosure is necessary to protect our rights, or to protect your safety, or safety of others, to investigate fraud or to respond to a government request. 

Payment Methods

Due to the current pandemic situation, we only accept Credit / Debit Cards payments for delivery service. You can pay by cash at the shop, or for any Click & Collect orders made over the phone. This is to provide safety to customers and staff and we appreciate your understanding. 

Thank you for your time reading our policies!