Policies

(Summary of the shop's policies) 





Extended returns option on most items! 
Choose how long you will be able to return your item,
and get a refund, after the normal delay has expired.
This service is not free and is subject to conditions.
Please read details.




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). 




Shipping and postage.

Retrofanattic sells worldwide, but all countries are not listed. Please contact me if your country is not listed.

Please note that I do not send to P.O boxes.
I do not send to countries or organisations subject to sanctions, or to countries experiencing conflicts or political instability.

BFPO and American Overseas Forces, please contact me for a quote.



♥ Royal Mail modifies its tariffs twice a year, generally in March and October. Retrofanattic changes its postage prices accordingly.



♥ Orders are dispatched the next working day following payment when sent with Royal Mail (items paid for on Fridays after 1 pm may have to be dispatched on the following Monday) and within 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. 



- Small and Medium parcels up to 2 kg are sent with Royal Mail.
- Heavier or larger parcels up to 15 kg are sent with a courier. Parcels up to 30 kg are sent with DHL only.
UK customers: you can choose your favourite courier at checkout.



Quote, or not quote?

- If you are in mainland UK, you never need to ask me for a quote.
- If you are based elsewhere, you may need to ask me for a quote. Please refer to the table below to see if you need to ask me for a quote:

(Most items in this shop are sent with Royal Mail.)



Retrofanattic sells worldwide, but not all countries are listed at the moment. Please contact me if your country is not listed.


                                                                   Royal Mail's world zones
Please note that Singapore is in Zone 2.




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.


Items are dispatched the next working day following cleared payment when sent with Royal Mail. Items paid for on Fridays after 1 pm may have to be dispatched on the following Monday. 

When Items are sent with another courier, an appointment will be taken for the collection of the parcel. The collection will usually take place in 1 to 2 working days. Items bought on a Friday will be collected on the following Monday or Tuesday.









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




1) DISPATCH OF YOUR PARCEL

Retrofanattic uses Royal Mail for small/medium parcels up to 2kg, and gives you the choice between:

Parcelforce Express 48
myHermes Economy
UPS Standard,
- 
Yodel 48
DHL Express 
for heavier or larger parcels. 

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



Parcels sent with Royal Mail: all items (including books) are sent Signed For.

UK customers only pay for the "Standard delivery" service if they choose 2nd class at checkout.

→ UK customers pay for the "Signed For" service if they choose 1st class at checkout.



- What happens if UK customers buy several items that should be individually sent with Royal Mail? 

Option 1: all items will be sent together with Royal Mail Signed For, provided the parcel does not exceed maximum dimensions and weight allowed by Royal Mail

- Option 2: If the parcel exceeds Royal Mail's maximum dimensions and weight, I will then send your parcel with the best available courier.




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 be miscalculated.

→ 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.

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. 

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. 

Please send me a note with your order if you do not wish your parcels to be delivered to neighbours, and I will write special instructions ("Please do not deliver to neighbours") on the parcel. 




6) 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.

If a parcel has been lost by postal services, the customer will receive refund once I have had confirmation by postal services that the parcel has been lost (please read below).

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







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DETAILS FOR INTERNATIONAL
CUSTOMERS ONLY


 
1) All items, including books, are sent "Tracked and Signed" when sent with Royal Mail to international customers. International customers pay for the "Tracked and Signed" service.


2) 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. 


3) If your country is not listed. Please contact me for a quote. If you accept the quote, I will send you a Paypal invoice (can be paid by  debit/credit card, please provide me with your email address) and reserve the item for you for 10 days (including week-end), after which I will put it back online if you haven't proceeded to the checkout.




4) DO I COMBINE POSTAGE?

- If you buy more than one item and your parcel must 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 that should be individually sent with Royal Mail, but the total order exceeds Royal Mail's weight and size limits for international parcels, then customers must ask me for a quote and we will choose together the best, and cheapest, postage method: 


- option 1: each item will be sent individually with Royal Mail (= several parcels). 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. Customers will have one tracking number only.





5) 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.



6) If a parcel is undelivered and 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 always provide 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
(This applies to UK and International customers)



- Returns and refunds are accepted in most cases (please see below for more details).

- Return and refund also accepted for custom orders.



HOW TO RETURN AN ITEM ?

- Buyers (you) have 30 days to cancel their order after receiving the parcel, and 14 days to return their item(s) once the order has been cancelled. 
This is the normal delay for buyers who do not subscribe to the "Extended returns" option.

- The buyer will pay for the return postage, and this return postage is not refundable. The only case where Retrofanattic will pay for the return postage (= total refund) is 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 valid proof of postage in order to get your refund: 

→ UK customers: please, always ask for a proof of postage (also called "certificate of delivery" in the UK) or use the UK "Signed For" service when you return an item. Retrofanattic's postcode must be clearly visible on the proof of postage.

→ International customers: please always use the system of "proof of postage" or "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
(This applies to UK and
International customers)


- Full refund is accepted when the customer has subscribed to the "Extended returns" option, provided the conditions are met when the item is returned. Please note that Extended returns fees are not refundable. 


- 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 can show a valid proof of postage or has used the "Signed For" or "Tracked and Signed" service, even if the seller has not received the parcel after 20 days (UK) or 30 days (all other countries). 

- Full refund is always accepted for UK customers if the parcel is undelivered and returned to me.
If Retrofanattic has to pay a fee for the return of an international parcel, then partial refund applies. 


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


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


- Partial refund is accepted if some of the items in the parcel arrive broken. Please see below for more details.


- Full refund is accepted if items are lost by postal services (please see below).


Feel free to contact me if you need a refund for another problem. 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
- Scrapbooking supplies


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.


Please do not take any risk: use all the protection provided when returning an item: refunds are usually not accepted if an item is returned without its full original protection (bubble wrap, polysterene...) and arrives broken or damaged (other than damages originally described in the listing). Please do not hesitate to contact me as I am here to help, and refunds can be accepted on a case by case basis. 


Please always ask for a proof of postage, clearly showing the stamp of the courier and Retrofanattic's postcode, or use your courier's "Signed For" service when you return a parcel: refunds are usually not accepted if a buyer hasn't asked for a valid proof of postage, or used the "Signed for" service (with a valid tracking number) and Retrofanattic hasn't received the item. Please do not hesitate to contact me as I am here to help, and refunds can be accepted on a case by case basis. 




Refunds are never accepted if an item, when sent Signed For (= Tracked and Signed) is marked as "Delivered" and a signature is shown on the courier's tracking page.
→ Please always check with your neighbours as parcels are sometimes delivered to them in case of absence.

Retrofanattic can not be held responsible for parcels delivered to your neighbours.

Please send me a note with your order if you do not wish your parcels to be delivered to neighbours, and I will write special instructions ("Please do not deliver to neighbours") on the parcel. 





     ITEMS BROKEN OR LOST BY THE POST OFFICE
     (This applies to UK and international customers)

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 PARCELS


All items are sent Tracked and Signed, including in the UK, so 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. 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 a full refund (item + initial postage, please see above) once I have had confirmation by postal services that the parcel has been lost. 

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 made a purchase but haven't proceeded to the checkout after 15 days (a reminder will be sent to you after 7 days).
- In case of fraudulent payment.









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




Custom orders. 

You can make an offer on an item you like (called "Custom order"). If I accept your offer, I will then disable the checkout on the item, mark it as "Reserved", and send you an invoice (can be paid with debit/credit card) though Paypal. 
Custom orders are valid for 10 days from the moment the invoice is sent, after which the reservation will end and checkout will be enabled again.
Returns (and refunds) are accepted for all custom orders at the same conditions as ordinary orders.



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 can reserve items.






 Invoices sent through Paypal.


Invoices can be sent in the following cases:

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

- You have made an offer on an item and your offer was accepted.

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