Skip to content
Traceback

01Support

Reach a person.

Email or telephone, both answered by the same small team. The form below is a third option, not the only one.

Hours
Monday to Friday, 09:00–18:00 Paris time
Reply time
Every message is answered within one working day.
Postal address
155 Rue Amelot, 75011 Paris, France

Send a message

Please do not send us photographs of anything other than garment labels, and do not include other people’s personal information.

Complaints

Write to support@lasourceclothing.com with “Réclamation” in the subject line, or use the form and choose “A complaint”. We acknowledge within one working day and answer substantively within fourteen days.

If a written complaint to us has not resolved the matter, you may refer it free of charge to the consumer mediator. The mediator’s name, postal address and website are on the médiation page and in the CGV.

Your data

To access, correct, export or delete your data, write from your account address and say what you want done. See the politique de confidentialité for the full list of rights, including the right to complain to the CNIL.

02Before you write

Answers to what we are asked most.

01Is this brand hiding something?

We do not make that judgement, about this brand or any other, and the tool is not built to support it.

A blank stage means one thing only: this label does not state it. Most of the gaps you will see exist because labelling conventions and labelling requirements simply stop at a certain point — a garment label is generally not expected to name where the fibre was grown or where the yarn was spun. An unwritten stage is the normal condition of a garment label, not a sign that anything has been withheld.

We show what is written and what is not written. What follows from that is yours to decide, with better questions than you had before.

02Can you look up which factories this brand uses?

No. This is worth being exact about.

Traceback reads the label you photograph and nothing else. It connects to no supply-chain database, consults no brand file, and holds no record of any brand’s suppliers, factories, mills or purchasing. We know nothing about any brand’s actual production arrangements, and we will never tell you that we do.

What we can do is turn a blank stage into a specific, answerable question addressed to the one party who does know: the brand itself.

04What happens to the photographs I upload?

Your label photographs are never used to train any model. That is a contractual bar on the provider that runs the inference, not a preference of ours.

Photographs are deleted automatically 30 days after upload, and you can delete any of them sooner from the item itself. Charts and question lists generated from them are kept while your account is open and removed within 30 days of it closing. The full table is in the politique de confidentialité.

05How accurate is the reading?

The stage chart is drawn from the text read off your photograph, and reading text off a small woven label in ordinary light is imperfect. Words are misread, faint printing is missed, and a label that is folded or worn may be read incompletely.

So: quoted words are shown exactly as they were read, so you can check them against the label in your hand, and you should. Everything the tool produces is a reading of a photograph, not a finding of fact about a garment. See the avertissement IA.

06How does the subscription work, and how do I stop it?

Three plans, billed monthly or yearly in USD, inclusive of tax. A subscription renews automatically at the end of each period until you cancel it, at the price shown when you subscribed.

Cancelling takes the same number of clicks as subscribing: it is on your billing page, it takes effect at the end of the period you have already paid for, and it needs no email, no phone call and no reason.

Your monthly allowance covers use of the service for that month. It is not money, not a stored balance, not exchangeable for cash and not transferable, and it does not carry over. There are no credit packs and nothing to top up. See the CGV and the droit de rétractation.

07Can I get my money back?

As a consumer you have fourteen days to withdraw from a distance contract. For a digital service that starts immediately, that right ends early only if you have expressly asked for it to start within those fourteen days and expressly waived the right — two separate boxes at checkout, neither pre-ticked, both repeated in your order confirmation email.

If you did not tick both, the fourteen days run as normal and you can withdraw for a full refund. The standard withdrawal form is on the rétractation page. Beyond that, cancelling stops the next renewal; the period already paid for runs to its end.

08Is there an age limit?

You must be at least 15 to hold an account, and under 18 you need your parent or guardian to agree to the terms with you. Anyone under 15 may not create an account.