ATTENTION: Experiencing Delivery Delays of 30-60 Days Due to COVID-19. We are no longer taking orders until all customers have received their items. Any orders placed after May 28, 2020 will be CANCELLED until our site re-opens for orders. Thank you all for your support!
Once an order is placed, we have a grace period of 24 hours to change your order (size, color, address, cancellation, etc.). During this time, we urge you to contact us IMMEDIATELY. Once 24 hours has passed, your order begins processing and we can no longer make changes, NO EXCEPTIONS.
Once you've placed your order, you will be directed to an order confirmation message, which will contain your order number. We will also send you an email to confirm your order has been placed, this information could take up to 30 minutes to arrive in your inbox! Once our team at the warehouse have processed your order, you will receive a second email to let you know that your order is on its way to you.
Once you've reached the Checkout stage, enter your promotional code into the 'Discount Code' box, enter the correct code and click 'Continue'. If the code is valid, your discount will be applied. Return to the basket to complete your order or continue shopping!
Please note, only one promotion/discount code is redeemable per order.
Yes! You can have your parcel delivered to another address. If you choose to have your parcel delivered to you at work, always make sure you put the name of the company or organization in the address field, as well as the contact name to ensure your parcel is successfully delivered.
1. MY SOME OF MY ITEMS DO NOT HAVE TRACKING ON YOUR GLOBAL TRACKER?
If this is the first time tracking your order and you see a tracking number that says "Pending", please wait a little while and refresh it. This system is connected to a global tracker, and it may take a little time to get the information from your local carrier. You can also go to our Track Your Order page, 17track.net, or global.cainiao.com and enter your tracking number there for more information.
If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.
2. WHEN CAN I BEGIN TRACKING MY ORDERS? Order processing time usually takes 48 hours but can take up to 7 business days before shipment. Deliveries can take up to 1 week to 2 months. It typically depends on what you've purchased. However, we have also in some rare cases experienced longer shipping times due to holiday season, natural disasters, or randomly selected inspection done by your country's customs office.
3. MY TRACKING HAS NOT UPDATED FOR A WHILE, WHAT IS WRONG? If your order takes longer than 3 to 4 weeks, it usually it means that the package(s) was randomly selected by the customs office to be inspected. This means they will have to open the package, inspect it, seal it back up and send back on its way to you.
During the COVID-19 worldwide affecting pandemic, we have been experiencing more abnormal, longer shipping times. While some customers may receive items in up to 3 weeks, many customers purchasing some of our most popular items are experiencing receiving items in 6-8 weeks. We highly recommend that if you are looking to receive any item sooner during the COVID-19 shipping delays, please do not purchase. We are doing everything in our power to ship your items as soon as possible on our end, but once we ship your items, your package is in the custody of the postal service and any precautionary processes they have during this time.
Please be patient for a little longer and understand that we are doing our very best to rush your orders for you. Please also understand that if the package is in customs, we cannot call to rush them since the customs office is a government entity and it is there to protect your country. We are not in any way affiliated with any shipping companies, thus please direct all questions concerning your package delivery, change of address, mail forwarding, to your local postal office.
The reason we offer different options for shipping and ship all our orders via parcel is because private companies such as DHL or Fedex charge our international customs a very high and unreasonable import tax. In order to avoid this completely, and to give our customers the best price, we ship all our products in parcel. We really appreciate your patience in this :)
4. WHAT IF MY ORDER IS LOST IN TRANSIT?
Rest assure, all our orders are protected by our WM Order Insurance. If your order does not arrive to you or gets lost in transit, we can certainly issue a full refund for your purchase, resend the item to you, or issue you a store credit.
5. HOW LONG ARE YOUR PRODUCTS IN STOCK FOR AND WHAT ABOUT PRICE FLUCTUATIONS?
Our products can stay in stock anywhere from 1 day to 3 months. Our pricing does fluctuate depending if certain trade, import, or tax policies between countries change.
So if you see something you like and the price is right, you should purchase it immediately before it sells out or the price rises.
6. CAN I BE AN AFFILIATE OR AMBASSADOR AND GET FREE CLOTHES?
Yes, for more information and instructions on our sponsorships, please click here.
7. WHERE IS THE THE NEW RETRO ONLINE SHOP BASED?
We are based in the U.S., but our only location is on the interwebs!
8. WHERE DO YOU SHIP FROM? We ship from sweat-free factories and warehouses both internationally & domestically. So, please expect your items to be shipped separately (if you order more than one item), as different factories specialize in different areas of manufacturing. We ship for World-Wide via Parcel. This way you are able to receive your items internationally without having to pay any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you).
9. WHAT SIZES ARE AVAILABLE FOR YOUR CLOTHING? We offer different sizes for different clothing. Each product should have their own measurements for you to compare yourself against. If there are none, let us know by email and we can send them to you! Please keep in mind all our clothing production is based in Shanghai, so expect them to be slightly more slim fittingthan Europe/US sizing!
10. WHAT IS THIS STORE'S RETURN AND EXCHANGE POLICY?
Strictly no returns or exchanges unless there are defect(s) in the product(s) and the attention is brought to us within no later than a week! So make sure you are ordering the correct item, size, and color. Make sure to read the measurements in products that apply. If there are no measurements listed, email us! If you choose to cancel a order within the processing time, or if an item is returned back to use due to an incorrect address you entered, there will be a $5.00 restocking fee per item, and an additional $5.00 fee if you purchased the product with a credit card. Orders cannot be canceled upon shipment.
11. DO YOU ACCEPT ORDERS PLACED OUTSIDE OF THE US? We sure do! We proudly ship worldwide. We do this via parcel, this way you can avoid any import taxes for orders below $1000. We currently do not offer expedited shipping via FedEx, UPS, DHL etc. because of the high import taxes they charge to their customers (you). If you are in UAE, your order needs to include a P.O. Box Number! Otherwise it will not delivered and sent back to us.
12. HOW LONG WILL IT TAKE TO RECEIVE MY ORDER? Order processing time takes 1-7 business days before shipment. Deliveries can take up to 1 week to 2 months. It depends what you purchased. However, we have also in some rare cases experienced longer shipping times (more than 3 weeks) due to holiday season or randomly selected inspection done by your country's customs office. You can check on our tracking page or global trackerfor specific shipping times.
13. I HAVE RECEIVED ONLY PART OF MY SHIPMENT, WHERE ARE THE OTHER ITEMS? If you ordered multiple items, there is a good chance that these products are housed in different warehouses. Thus, some items might arrive earlier than others. If you'd like to know the status of your other items, please email us with your name and order number.
14. WHAT ABOUT POSSIBLE CUSTOM FEES? We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country if your order exceeds $1000.
15. WILL THIS ITEM GET TO ME BEFORE _________? If you plan to give one of our items as a holiday gift, we do not recommend buying the items during the month when the holiday is happening. There is a risk of the item not arriving there on time. We are not held responsible for items that do not arrive before specified dates.
16. CAN I CHANGE MY ADDRESS/ORDER? Please email us as soon as possible within 24 hours if you wish to change or cancel your order. Note that once the item has been fulfilled and marked as shipped, we are not able to make any changes or cancellations to your order.
Returns Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We do not provide returns, exchanges & refunds for sale items. If an item is received in perfect condition and as described, the item will not be eligible for refund or exchange.
Several types of goods are exempt from being returned and/or exchanged. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
Swimwear & swim suits, bodysuits/playsuits, or undergarments/intimates
Other health and/or personal care items
Downloadable software products
To complete your return, we require a receipt or proof of purchase (namely, your order confirmation).
Please do not send your purchase back to our warehousing manufacturer.
Refunds (if applicable) Customers are responsible for paying postage for items returned, and this postage is not refundable. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sale items (if applicable) Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com and send your item to the address given to you by our customer support team.
Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping To return your product, please contact us for the address to our return package facility.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
USA: Standard Shipping 10-25 Business Days Delivery
Canada: Standard Shipping 16-21 Business Days Delivery
United Kingdom: StandardShipping 15-30 Business Days Delivery
Australia: Standard Shipping 16-21 Business Days Delivery
New Zealand: Standard Shipping 16-21 Business Days Delivery
Rest of the world: 14-40 days
*Please note all items will not be declared lost till 60 days have passed, please do not contact us before this time has passed.
Method of Shipping:
Free Shipping (Available for US & Canada orders Over $50) is available for all products, with the exception of our $0 Limited Time Offers. Free Shipping takes on average (depending on the product) 14-30 days.
Standard Shipping is an average of 15-20 days for shipping & processing.
Insured Shipping & Handlingtakes the same time as standard shipping, but allows customers to make changes to an order due to any address entry error in their shipping information 24 hours after their originally placed order or if their items have already been shipped (delivery destination rerouting). With this option, customer's packages are fully insured in the event that any issues occur during package transit with the postal services. *Please note all items will not be declared lost till 60 days have passed, please do not contact us before this time has passed.
Rates vary for international shipping depending on location. If not seen upon checking out, please send us your address via email and we will provide you with your shipping cost.
We have a medium shipping policy due to high volume of orders (14 - 35 business day shipping policy). *Please note all items will not be declared lost till 60 days have passed, please do not contact us before this time has passed.
A KIND NOTICE - We highly suggest that you place your order at least 1 month before your special event to allow enough time for delivery. Before placing an order please read and agree to these Terms and Conditions.
All items leave our non-domestic warehousing and manufacturing facilities and will arrive as described in the product description.
Please double check your shipping address and update it if necessary.
Our orders are shipped and processed during business days (Monday through Friday).
We allow cancellation of orders up to 24 hours after your originally placed order time. Once 24 hours have passed, your order enters a processing state which is the time in which your order is being prepared prior to shipping.
Once your order is processed, there is no cancellation method.
All customers will receive tracking and confirmation via email once their order has been shipped. Upon receiving your tracking number, allow 5 - 10 days for updated tracking information. If you have not received tracking number in your 'Order Shipped' notification, please contact us.
Where is my package?
Please read your item's description for shipping estimate. Please give us within those days to ship your order. Once you receive your tracking number, you can track your order here on our order tracking page. General emails regarding shipping time that has already been disclosed in a products description page will not be answered with urgency. Please understand that we are a small, growing team working to fulfill orders and answer our customers' higher priority emails, therefore, inquiries regarding general shipping will be answered as time allows.
My package says it was delivered, but where is it??
If your package is marked as delivered and you claim to have not received it, you must contact the mail courier/postal services of the tracking number you were provided (varies by country).
We know how important your order is! We provide our customers with the option to track their packages. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with neighbors, family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
We will always do our best to assist you, but we do not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them. We use USPS to handle shipping of our products. You can reach USPS here or by calling 1 (800) 222-1811 for domestic or international assistance.