Terms and Conditions

(Summary of the shop's policies) 

Shop's FAQ




Links are in orange.
Some titles and important information are in green.

FULL TERMS AND CONDITIONS.


YOU WILL FIND IN THESE TERMS AND CONDITIONS ALL THE DETAILS YOU NEED TO ANSWER YOUR QUESTIONS AND BUY WITH TOTAL CONFIDENCE.

PLEASE READ THEM BEFORE PURCHASING AN ITEM, AND FEEL FREE TO CONTACT ME ANYTIME IF YOU NEED MORE INFORMATION. I AM HERE TO HELP. ☺



By buying from this shop, customers explicitely agree with Retrofanattic's privacy and security policy and with these terms and conditions.




Communication with customers and use of their data.

Please see "Privacy" page for details. 




Payment Options


Three options are currently available to customers:

- Paypal payments with your Paypal balance (debit or credit cards can also be processed by Paypal).

- Debit/credit cards processed by Stripe. This shop is SSL protected. Your payment is fully secure, and Retrofanattic never receives your card information.

- "Revised invoice" : please ask for a revised invoice if you buy more than one item. The postage will be recalculated (= combined postage) and a Paypal invoice will be sent to your email address. 



Shipping and postage.

Retrofanattic sells worldwide, except to countries that Royal Mail or other couriers temporarily or permanently do not serve. Concerning countries subject to sanctions, Retrofanattic checks that the item can be posted to these countries.


Please note that I do not send to P.O boxes.


Retrofanattic is working with a selection of reputable couriers and postal services. We prefer to avoid very cheap companies that regularly receive bad reviews on websites like Trustpilot.



♥ Royal Mail updates its tariff once or twice a year, in March and sometimes in October. Retrofanattic changes its postage prices once a year, in April.
The current pricelist is visible here.



♥ Except if special conditions apply, parcels are dispatched the next working day following payment when sent with Royal Mail, and in 1 to 2 working days if sent with another courier. 


♥ A custom declaration must be filled for Channel Islands. In consequence, you may experience some delays in the delivery of your parcel, and you also may have to pay custom fees. 




Maximum weight and dimensions.

- Small and Medium parcels up to 2 kg (max dimensions of a medium parcel: 61 cm  x  46 cm  x  46 cm) are sent with Royal Mail.

- Heavier or larger parcels up to 15 kg are sent with a courier. UK
customers: you can choose your favourite available courier at checkout.
Please note that Retrofanattic uses myHermes only for parcels weighing up to 5 kg.

- Parcels weighing between 15 kg to 30 kg are sent with DHL only. 



Do you need to ask for a quote?


When you see this logo at the top of the item's description, it means the parcel will be sent with Royal Mail.
All customers (Mainland UK, Northern Ireland, Channel Islands, etc and International), please proceed to the checkout as your region or country is included:



If you see these logos, or one of these logos, at the top of the item's description, please choose your favourite available courier if you are a UK customer. All other customers, please ask for a quote:






Royal Mail's postage zones.


World Zone 1USA, Canada, Asia except Singapore, Africa, Middle East, Central and South America.

World Zone 2Australia, New Zealand, New Caledonia, French Polynesia, all Pacific Islands, Papoua New Guinea, Singapore.






Other details
                
Paypal payments: please make sure your delivery address is correct and that it matches your Paypal address before proceeding to the checkout.
Please contact me prior to checkout, or wait for my message, if the shop's registered address is different from the address you have registered in your Paypal account. If in doubt, your order may have to be cancelled.










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DETAILS FOR UK CUSTOMERS ONLY
(International customers,
please jump to your section below)




1) DISPATCH OF YOUR PARCEL


Parcels sent with Royal Mail: 
UK Customers have the choice between:
- 2nd Class
- 1st Class
- or "Special Delivery 1 pm" for large letters and small parcels.

In 1st and 2nd class, parcels are sent "Standard Delivery" or "Signed For", according to the total value of the item(s).
Even if the parcel is sent "Signed For", UK customers only pay for the Standard Delivery service.



Other couriers:
For parcels weighing more than 2 kg, Retrofanattic gives you the choice between:

Parcelforce Express 48
for parcels up to 15 kg
- Parcelforce Express 24
for parcels up to 15 kg

myHermes Economy
for parcels up to 5 kg

UPS Standard,
for parcels up to 15 kg
- 
Yodel 48
for parcels up to 15 kg

DHL Express 
for parcels up to 30 kg

Please note that prices vary according to the courier. Please also note that if, for any reason, your favourite courier is not available, I will then choose the best available service for you.



2) DO I COMBINE POSTAGE?

The shop's software automatically calculates postage according to the estimated weight of the parcel. However, softwares are not perfect, and the postage could sometimes be miscalculated if you buy more than one item.

→ The best way to avoid postage miscalculation is to ask me for a revised invoice at checkout, instead of paying immediately, if you buy more than one item.
I will send you a Paypal invoice with the recalculated postage, and you will pay the right price immediately.
Once the invoice is sent, you have 15 days (including week-ends) to proceed to the checkout. 

You can also choose to proceed to the checkout immediately, and I will refund all extra postage paid. 



3) BOOKS
Please note that some books can be heavy and/or thick, and that it is not always possible to send them as "Large letter" with Royal Mail. Most of the time, they will be sent as a "Small parcel".



4) In case of absence when your parcel is delivered, you should receive a non-delivery card explaining how to pick up your parcel or re-arrange a delivery directly with the postal service (unless you have allowed the courier to deliver to a neighbour, and the neighbour has received and signed the parcel). 

Usually, three delivery attempts are made, after which your parcel will be kept at the depot for a certain number of days (please see Royal Mail or your courier's terms and conditions, or contact me for more information). 

In case nobody can collect the parcel at the depot, it will be returned to me, and you will receive a full refund (item + initial postage) after I have received the returned parcel. 

 When proceeding to the checkout, you will be required, for large or heavy letters and parcels that may not go through your letterbox, to answer a question in a checkout form: "In case of absence, do you allow the courier to deliver your parcel to a neighbour?". The courier will be informed of your answer.



5) I can not possibly refund customers as long as their parcel is still at their disposal in a depot or post office, or if another delivery can be arranged. Thank you for your understanding.  :-)

(Have you finished reading this section? Please jump to the next section)







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DETAILS FOR INTERNATIONAL
CUSTOMERS ONLY



1) By buying from this shop, international customers accept to pay any custom taxes and/or fees asked by the authorities of their country. 
These taxes and fees are independent from Retrofanattic. They are not included in the total price (item + postage) and are not refundable by Retrofanattic.
Your parcel may be held by the custom authorities of your country, sometimes for a few days, in order to check them. This delay is not included in the delivery estimates. 


2) Please contact me whenever you need a quote. If you accept the quote, I will send you a Paypal invoice (can also be paid by debit/credit card) and reserve the item for you for 15 days (including week-ends), after which I will put it back online if you haven't proceeded to the checkout.



3) DO I COMBINE POSTAGE?

If you buy more than one item and your parcel can still be sent with Royal Mail, please ask for a revised invoice at checkout. You can also choose to pay in advance and all extra postage paid will be refunded.


If international customers buy several items and the total order exceeds Royal Mail's weight and size limits for international parcels, then customers must contact me for a quote, and we will choose together the best, and cheapest, postage method: 

- option 1: several parcels sent individually with Royal Mail (provided that each parcel weighs less than 2 kg).
Customers will have a tracking number for each parcel, and postage will not be combined.

-  option 2:  all items will be sent together in the same parcel with a courier. Postage will be combined, but please bear in mind that this option may still be more expensive than option 1.
Customers will have one tracking number only.



Once you have chosen your preferred method of postage, I will send you an invoice on your email address. 




4) Once your parcel has arrived in your country, it is transferred to your country's postal services. In case of absence when your parcel is delivered, and depending on your postal service's terms and conditions, you should be able to pick up your parcel in a post office or a depot, or re-arrange a delivery directly with the postal service of your country.

⇒ When proceeding to the checkout, you will be required to answer a question in a checkout form: "In case of absence, do you allow the courier to deliver your parcel to a neighbour?". The courier will be informed of your answer.





5) If a parcel is undelivered and is finally returned to me, the customer will receive refund after I have received the returned parcel. 


→ The refund will be full or partial, depending on the circumstances :

- Full if Retrofanattic is not charged any fee for the return for the international parcel.
- Partial if Retrofanattic is charged for the return of the international parcel: initial payment (item + initial postage) minus the fee paid for the return postage. 

I will never apply a partial refund without showing a proof that Retrofanattic had to pay a fee for the return postage. In case no proof can be shown, then full refund applies.





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DETAILS FOR RETURNS and REFUNDS




Returns and refund accepted.

Return and refund also accepted for custom orders.

Refund of postage accepted on most cases, and on the basis of the price actually paid for. Please read below for more details.




HOW TO RETURN AN ITEM ?


If you are not satisfied with your purchase, you have the right to return it and be refunded. A reason for the return is not required.


- Buyers (you) have 30 days to cancel their order after receiving the parcel, and 30 days to return their item(s) once the order has been cancelled. 

- The buyer will pay for the return postage, and this return postage is not refundable.
Retrofanattic will pay for the return postage (= total refund) if the item was significantly not as described. 

- the seller (Retrofanattic) will send your refund on the same day the returned item has been received. 

- If the seller hasn't received the item(s), you must then be able to provide a tracking number in order to get your refund: 

→ UK customers: please, always use the UK "Signed For" service when you return an item.

→ International customers: please always use the "Tracked and Signed" service available in your country.

 
- All items (especially fragile items such as ceramics, pottery and glass) must be returned carefully wrapped in their original protection (bubble wrap protecting each piece, and the biodegradable peanuts or shredded paper provided).




ACCEPTED REFUNDS





- Total refund is accepted if the item you receive is significantly not as described.


- Full refund is automatic when order is cancelled before the parcel is dispatched.



- Full refund is accepted when orders are cancelled and the item is returned in its original condition and protection and arrives in the same condition it was sent.


- Full refund is accepted when the buyer has used the "Signed For" or "Tracked and Signed" service, even if the seller has not received the parcel 15 days (UK) or 30 days (all other countries) after dispatch.
Please contact me if you haven't used a "Signed For" or "tracked and Signed" service, as a refund can be accepted on a case by case basis.

- Full refund is accepted if all items sent to you arrive broken (please see below for more details).

- Full refund is accepted for UK customers if items are lost by postal services (please see below for more details).


- Partial refund is automatic if the parcel is undelivered and returned to me: only the price of the merchandise is refunded but not the initial postage fee. The customer is responsible for the second postage fee if he wishes the parcel to be reshipped. 

- Partial refund can be applied if some of the items in the parcel are returned broken or damaged (other than initial damage described in the listing). Please always return items in their original protection to avoid breakage or damage.


Feel free to contact me if you need a refund on a case by case basis. Please remember that I am here to help. ☺





PLEASE NOTE THAT REFUNDS ARE GENERALLY
NOT ACCEPTED, OR NEVER ACCEPTED,
IN THE FOLLOWING CASES :

(This applies to UK and International customers)



Please note that no return or refund is accepted for:
- Perfumes, EDT and Cologne
- Cosmetics, toiletry products
- Scrapbooking supplies
- Items sold in a sealed box, or sealed in plastic ("As new" items), and the plastic has been opened or removed.


I can not possibly refund customers as long as their parcel is still at their disposal in a depot or a post office, or if another delivery can be arranged. Thank you for your understanding.  :-)


Refunds are not accepted if an item is marked as "Delivered" and a signature is shown on the courier's tracking page.
→ Please always check with your neighbours to see if they have received your parcel. 





     ITEMS BROKEN OR LOST BY THE POST OFFICE
  


Damaged items.

My fragile items (glass, ceramics, china, pottery... ) are always very, very carefully protected in bubble wrap, + with polystyrene peanuts and/or shredded paper filling the remaining spaces of the box. Moreover, when an item is fragile, I always stick some "Fragile" tape on the box.

It is thus very unlikely that an item will arrive damaged (other than possible damages due to age and always described in the listing) or broken.

However, should your item be damaged or broken during transit, please take a picture of it, and also of the packaging, send these photos by email, and I will issue a full refund (item + initial postage -please see above) in 24 hours maximum. If only some of the items are broken, I will issue a partial refund based on the individual value of the item.




Late and lost parcels.


If an item does not arrive as soon as it should, it is probably not lost, but late. Items sometimes take a long time to arrive, especially at Christmas time, or because they have to go through customs in your country. This delay is not counted in the estimated delivery date.


Please do not worry about your parcel. I always keep an eye on the items I have sent. When they are sent "Signed For" in the UK or "Tracked and Signed" abroad, I check daily to see where they are, even when my shop is temporarily closed, and I contact the buyer if I notice that the parcel is abnormally late* (= it is still in transit, and no delivery attempt has been made). 

So, if your parcel is late, I will contact the UK postal services, and your country's postal services if sent abroad, and finally issue all Mainland UK customers a full refund (item + initial postage, please see above) once I have had confirmation by postal services that the parcel has been lost, or if postal services can't give me any information about the location of the parcel.


Please remember that I can not possibly refund customers as long as their parcel is still at their disposal in a depot, warehouse or a post office, or if another delivery can be arranged. 


*Abnormally late =
I will check a parcel if it has not arrived after :
- 15 working days (excluding week ends) if sent 2nd class in the UK
- 7 working days (excluding week ends) if sent 1st class in the UK
- 30 working days (excluding week ends) if sent to other countries.




Cancelled orders.


I will cancel your order (sorry about that) in the following circumstances:

- If you ask me to cancel your order before the parcel is dispatched.
- If the address does not exist, or the postcode does not correspond to the address, and we can not communicate about this problem.
- If you wish me to send to a P.O Box.
- If you wish me, after completing your purchase, to send your parcel to another address. 
- If your Paypal address is different from your order's registered address, and we can not communicate about this problem.
- If you have added one item or several items in your cart, or received a revised invoice, but haven't proceeded to the checkout after 15 days maximum including week-ends (a reminder will be sent to you after 7 days).
- If you have made an offer on an item, have received your invoice, but have not proceeded to the checkout after 7 days maximum including week end.
- In case of fraudulent payment.









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ADDITIONAL POLICIES.
(This applies to UK and
international customers)




Custom orders. 

Please contact me if you wish to make an offer on an item, or several items together. I will either accept your offer or propose a counter offer. Once we have agreed on the price of the item(s), I will then send you an invoice. 
Invoices are valid for 7 days (including week end) from the moment they are sent.
Returns (and refunds) are accepted for all custom orders, except when customers asked me to find a special item for them, which I did not have in stock.



Personalised orders.

Please contact me if you wish to buy only part of a set.
If I can sell the rest of the set without your items, I will accept your personalised order and send you a Paypal invoice (can be paid by  debit/credit card, please provide me with your email address).

Example of an order which I will accept to fulfill: a full tableware set, and you wish to buy only the coffee set included in it.
Example of an order which I will not accept to fulfill:
six cups and six saucers sold together, and you wish to buy only the cups.





Reserving an item. 

If there is an item you like but can't buy immediately, you can contact me to reserve it for 7 days maximum (including week end).

I will then disable the checkout for a week. 

One reserved item maximum per person and per reservation. Only account holders or return customers can reserve items.






 Invoices sent through Paypal.


Invoices will be sent in the following cases:

- You have asked me for an invoice to recalculate postage (= combined postage).

- You asked me for a quote because you live outside the UK and your parcel can't be sent with Royal Mail. If you accept the quote, I will send you an invoice.

- You have made an offer on an item, or several items, and we have agreed on the price.

- Any custom or personalised order which I have accepted to fulfill.

More information about invoices.