CURRENCY:

Delivery & Returns

All orders will be carefully wrapped and dispatched within 1-2 business days (Monday-Friday) and items will be sent either by Royal Mail Tracked or My Hermes depending upon the option you choose.  ORDERS ARE DISPATCHED MONDAY – FRIDAY ONLY.  PLEASE ORDER BEFORE 2 PM IF YOU REQUIRE GUARANTEED NEXT DAY/24 HOUR TRACKED.  ORDERS AFTER 2 PM ARE NOT GUARANTEED TO BE DISPATCHED SAME DAY AS OUR MAIL IS COLLECTED EARLY AFTERNOON.

Please be aware that in peak times for example sale or large pre-orders; there may be small delay dispatching your goodies; although we work very hard and do try to keep to our normal 1-2 business day (Monday – Friday) timescale.

For International orders, your items will be sent via Royal Mail or UPS and in the majority of cases a signature will be required unless you choose standard (not tracked) airmail.

UK orders please note -

We understand that sometimes you need to get your hands on a new purchase as soon as possible, if your order is required by a certain date, please do not hesitate to contact us at orders@retrokids.com and we will endeavour to meet any deadlines. The cost of delivery will always be displayed in your basket and before you confirm payment at checkout.

Couriers – UK only

We understand how frustrating it can be to miss a delivery, especially if it’s a gift for someone.  If you are not in when the couriers first try to deliver and they cannot find a safe place to leave your parcel or with your neighbour, they will leave a card and then attempt to deliver it two more times over the next working days. Please follow the instructions on the card left by the courier to arrange a redelivery of your order.  If you have any specific instructions for the delivery firm, you can add this information in the comments box provided on the checkout page and we will pass this information on.

Royal Mail – UK only

Deliveries by Royal Mail – if you’re out and about, you may find that your item has been left with a neighbour instead of being returned back to your Royal Mail Delivery Office.  If Royal Mail deliver any of your items to one of your neighbours they will post a ‘Something for you’ card through your letter-box telling you this. If they are unable to deliver an item to you, or a neighbour, your item will be returned to your local Royal Mail Delivery Office for you to collect it, or to arrange a re-delivery. Again, they will post a ‘Something for you’ card through your letter-box telling you this.

Please be aware any items returned to us as uncollected from postal services or courier firms will be re-charged any postage costs to send out again. Any refunds due in these cases will also be minus our shipping charges incurred and if we are incurred a charge for a returned parcel by courier this amount will also be deducted from any refund due.

International Orders

PLEASE CHOOSE YOUR SHIPPING OPTION CAREFULLY.  IF YOU WOULD LIKE TRACKING INFORMATION PLEASE CHOOSE THE TRACKED OPTION, THIS COVERS THE INSURANCE FOR LOSS OF ITEM ALSO.  PLEASE DO NOT PICK INTERNATIONAL STANDARD (NO TRACKING) AS WE CAN NOT ASSIST YOU WITH ANY TRACKING INFORMATION.  WE CAN ONLY CONFIRM THIS HAS BEEN POSTED (EVIDENCE OF POSTING IS KEPT). 

Please note, you are only covered and compensated up to £20.00 value for loss (or damage caused in transit) of your order if you choose untracked option.  Please bear this in mind when the value of your items is over this amount and choose tracked for peace of mind!

– Please note – We will not know how we will post your order until your order has been placed, this is because it will depend on the item size and combined weight.  We use a combination of Royal Mail (airmail standard and tracked) and (outside the UK) in some instances UPS, and sometimes we require extra money towards shipping if your order is a particularly heavy/bulky one.  If so, we will get in touch to discuss options with you.  If you specifically require only UPS please get in touch prior to placing an order as the shipping rates are not calculated for this method and will need to be priced individually.  Should you order something and are not willing to pay any customs charges that may be due, and the parcel is returned to us (you will be refunded the goods only on safe receipt of all your items minus all postage charges and this includes any charges we incur to pay to return a courier UPS item).  You place an order accepting this.

UK Delivery Only

We offer four levels of service for our UK customers PLEASE NOTE THESE ARE ESTIMATED DELIVERY TIMES ONLY:

ORDERS ARE SHIPPED MONDAY – FRIDAY ONLY.  WE ENDEAVOR TO DISPATCH YOUR ORDER BETWEEN 1-2 WORKING DAYS.  

ORDER BEFORE 2 PM IF YOU WISH TO CHOOSE GUARANTEED NEXT DAY/24 HOUR TRACKED.  ORDERS AFTER 2 PM ARE NOT GUARANTEED TO BE DISPATCHED SAME DAY AS OUR MAIL IS COLLECTED EARLY AFTERNOON.

Not in a hurry – My Hermes Courier (3 – 5 working days)  £3.95  

Speedy – Royal Mail 48 hour fully tracked (2 day service)  £4.95  – this is their industry average and is not a guarantee of 48 hours. FREE on orders over £60.00 – however, if your order is a very bulky/heavy one this may need to be sent via My Hermes courier.

Super Fast – Royal Mail 24 hour fully tracked – £5.95  But please note this is not a guaranteed next day delivery service.  Royal Mail advise 96% of parcels are delivered next day.  If you require guaranteed next day please use Special Delivery.  

Special Delivery Guaranteed Next Day – £11.00 midweek and £16.20 Saturday.  Please note we do not have a weight system for calculating postage and this is the price for the maximum weight of 2 kg – you will be refunded the true cost automatically.

500g      £7.25 Midweek Next Day           £11.70 Saturday Delivery

1 kg       £8.55 Midweek Next Day           £13.26 Saturday Delivery

2 kg       £11.00 Midweek Next Day         £16.20 Saturday Delivery

 

Orders of £4.50 or less: Royal Mail Second Class (2 working days)      £1.50
Royal Mail First Class (1-2 working days) £2.50
Orders between £4.51 and £59.99:

Tattoos, cards and play purses only (providing quantity fit a large letter size) will be refunded postage difference.

My Hermes Courier (3-5 working days)
£3.95
Royal Mail 48 Hour Fully Tracked (estimate only)

Royal Mail 24 Hour Fully Tracked (estimate only)

£4.95

£5.95

Orders over £60 Royal Mail 48 Hour Fully Tracked (estimate only) Delivery FREE
  Royal Mail 24 Hour Fully Tracked (estimate only) £5.95
               

Special Guaranteed Next Day Delivery (Mid-Week)

Special Guaranteed Next Day Delivery (Saturday Delivery)

 

£11.00

£16.20

For Bulky large lights and you require a GUARANTEED NEXT DAY delivery service, please contact us first to enquire shipping prices as the prices listed are excluded for these items.

(Please note there may be additional charges for the Highlands, Islands and Northern Ireland depending upon the size of the order and the Next Day Delivery does not apply to these destinations, furthermore the 24 hour and 48 hour timeframe does not apply to these destinations).

All delivery times quoted are measured in working days.

Please be aware any items returned to us as uncollected from postal services or courier firms will be re-charged any postage costs to send out again. Any refunds due in these cases will also be minus our shipping charges incurred.

LOST PARCELS

Please contact us ASAP if your parcel has not arrived within the expected timeframe.  If you chose 'My Hermes' this must be within 28 days of dispatch otherwise we can not claim for compensation.  Any refunds due to you can only be made following an investigation and within that 28 day timeframe,

We reserve the right to cancel any orders if we are unable to ship them due to size and/or weight. A full refund will be made immediately in these cases.

If the true cost of postage is more than that quoted, we will contact you to advise the difference we will need to charge you.  A Paypal invoice will be created for this amount which you can pay via your debit/credit card even if you are not signed-up for Paypal.  You can choose to cancel your order of course if you are not willing to cover the postage amount.  Orders are not binding on either side until it has actually been posted. Please see our Terms & Conditions.

Where applicable you will be supplied with a tracking number by email.  Please note that these are delivery estimates only (aside from Guaranteed next day delivery) and in all cases we can not be held liable for any delays in postal deliveries.

If you state a safe place and your parcel is stolen in the interim, we can not be held responsible for any loss incurred nor can compensation be claimed by the courier.  You take full responsibility for stating a safe place if you are unable to accept your parcel or a neighbour can not be nominated.   

Europe Delivery Only

IF YOU WOULD LIKE TRACKING INFORMATION PLEASE CHOOSE THE TRACKED OPTION, THIS COVERS THE INSURANCE FOR LOSS OF ITEM ALSO.  PLEASE DO NOT PICK STANDARD AS WE CAN NOT ASSIST YOU WITH ANY TRACKING INFORMATION.  WE CAN ONLY CONFIRM THIS HAS BEEN POSTED (EVIDENCE OF POSTING IS KEPT). 

Orders of £5 or less: International Standard (NOT tracked – estimate only 3-5 working days)        £3.95
Orders between £5.01 and £29.99: International Standard (NOT tracked – estimate only 3-5 working days) £8.50
International Tracked (estimate only 3-5 working days) £12.00
Orders between £30 and £199.99:                        (Please note this price excludes certain large bulky/heavy items, these will need a separate shipping quote) International Tracked (estimate only 3-5 working days) £15.50 *
Orders over £200
(Please note this price excludes certain large bulky/heavy items, these will need a separate shipping quote)
International Tracked (estimate only 3-5 working days)
Delivery FREE

*  Please note that this price excludes the Heico large mushroom, Bambi Fawn lamps, Hello Kitty, Miffy, Flamingo marquee lights and Big Cloud Lamps which will require a quotation for accurate prices.  Please use ‘Contact’ page to enquire.

International Orders – Please note – We will not know how we will post your order until your order has been placed, this is because it will depend on the item size and combined weight.  We use a combination of Royal Mail (airmail standard and tracked) and in some instances UPS.  If you specifically require only UPS please get in touch prior to placing an order as the shipping rates are not calculated for this method and will need to be priced individually.

Please note for orders that require a mix of separate packaging (i.e. postal tubes) we will contact you with any difference in postal charges and this will need to be paid before your items can be sent to you.  You will be given the option of a full refund or part refund if you wish to adjust your order.

If the true cost of postage is significantly lower than that quoted and charged, you will be automatically refunded the difference.  We will not make profit in delivery charges.

If the true cost of postage is more than that quoted, we will contact you to advise the difference we will need to charge you.  A Paypal invoice will be created for this amount which you can pay via your debit/credit card even if you are not signed-up for Paypal.  You can choose to cancel your order of course if you are not willing to cover the postage amount.  Orders are not binding on either side until it has actually been posted. Please see our Terms & Conditions.

All delivery times quoted are measured in working days.

Please be aware any items returned to us as uncollected from postal services or courier firms will be re-charged any postage costs to send out again. Any refunds due in these cases will also be minus our shipping charges incurred.

We reserve the right to cancel any orders if we are unable to ship them due to size and/or weight. A full refund will be made immediately in these cases.

Where applicable you will be supplied with a tracking number by email.  Please note that these are delivery estimates only and we can not be held liable for any delays in postal deliveries. Please click on the following link concerning International Delivery to understand more http://www.royalmail.com/international-zones

Worldwide Delivery Only (Outside of the UK and Europe)

World Zone 1 generally covers countries in North America, South America, Africa, the Middle East, the Far East and South East Asia.

World Zone 2 covers the following territories: Australia, Belau, British Indian Ocean Territory, Christmas Island (Indian Ocean), Christmas Island (Pacific Ocean), Cocos Islands, Cook Island, Coral Sea Island, Fiji, French Polynesia, French South Antarctic Territory, Keeling, Kiribati, Macao, Nauru Island, New Caledonia, New Zealand, New Zealand Antarctic Territory, Niue Island, Norfolk Island, Norwegian Antarctic Territory, Papua New Guinea, People’s Democratic Republic of Laos, Pitcairn Island, Republic of Singapore, Solomon Islands, Tahiti, Tokelau Islands, Tonga, Tuvalu, US Samoa, Western Samoa.

IF YOU WOULD LIKE TRACKING INFORMATION PLEASE CHOOSE THE TRACKED OPTION, THIS COVERS THE INSURANCE FOR LOSS OF ITEM ALSO.  PLEASE DO NOT PICK STANDARD AS WE CAN NOT ASSIST YOU WITH ANY TRACKING INFORMATION.  WE CAN ONLY CONFIRM THIS HAS BEEN POSTED (EVIDENCE OF POSTING IS KEPT). 

  World Zone 1 World Zone 2
Orders of £5 or less: International Standard (NOT tracked – estimate only 5-7 working days)      £4.95 £5.95
Orders between £5.01 and £29.99: International Standard (NOT tracked – estimate only 5-7 working days)  £9.00 £10.00
International Tracked (estimate only 5-7 working days)  £18.00 £20.00
Orders between £30 and £249.99:
(Please note this price excludes certain large bulky/heavy items, these will need a separate shipping quote)
International Tracked (estimate only 5-7 working days)  £20.00* £22.00*
Orders over £250:(Please note this price excludes certain large bulky/heavy items, these will need a separate shipping quote) International Tracked (estimate only 5-7 working days)  Delivery FREE Delivery FREE

*  These prices exclude the Heico large mushroom, Bambi Fawn, Hello Kitty, Miffy, Flamingo marquee lights  and Big Cloud lamps which will require a quotation for accurate prices.  Please use ‘Contact’ page to enquire.

International Orders – Please note – We will not know how we will post your order until your order has been placed, this is because it will depend on the item size and combined weight.  We use a combination of Royal Mail (airmail standard and tracked) and in some instances UPS.  If you specifically require only UPS please get in touch prior to placing an order as the shipping rates are not calculated for this method and will need to be priced individually.

If the true cost of postage is significantly lower than that quoted and charged, you will be automatically refunded the difference.  We will not make profit in delivery charges.

If the true cost of postage is more than that quoted, we will contact you to advise the difference we will need to charge you.  A Paypal invoice will be created for this amount which you can pay via your debit/credit card even if you are not signed-up for Paypal.  You can choose to cancel your order of course if you are not willing to cover the postage amount.  Orders are not binding on either side until it has actually been posted. Please see our Terms & Conditions.

All delivery times quoted are measured in working days AND ARE ESTIMATES ONLY, YOUR PARCEL COULD TAKE LONGER TO ARRIVE DEPENDING ON COUNTRY AND ANY DELAY WITH CUSTOMS.

Please note for orders that require a mix of separate packaging (i.e. postal tubes) we will contact you with any difference in postal charges and this will need to be paid before your items can be sent to you.  You will be given the option of a full refund or part refund if you wish to adjust your order.

Please be aware any items returned to us as uncollected from postal services or courier firms will be re-charged any postage costs to send out again. Any refunds due in these cases will also be minus our shipping charges incurred.  IF YOU REFUSE TO PAY CUSTOMS FEES AND YOUR PARCEL IS UNDELIVERED YOU WILL BE REFUNDED UPON SAFE RETURN OF PARCEL MINUS ALL POSTAGE FEES INCURRED.

We reserve the right to cancel any orders if we are unable to ship them due to size and/or weight. A full refund will be made immediately in these cases.

Where applicable you will be supplied with a tracking number by email.  Please note that these are delivery estimates only and we can not be held liable for any delays in postal deliveries.  Please click on the following link concerning International Delivery to understand more concerning world zones http://www.royalmail.com/international-zones

While we hope that you’re always delighted with your order, we understand that there are occasions you may want to return items.

A full refund is offered if, for any reason, you are not happy with your purchase.

We want to make the process as hassle free as possible and so enclosed with every order, you will receive a delivery note with full instructions on how to return an item including return address.

  1. To qualify for a full refund, it is imperative that you email us at returns@retrokids.com within 7 working days of receiving your order to advise that you will be making a return.  You as the customer must bear the cost of returning the goods unless otherwise agreed.  Please complete the returns note contained within your parcel advising the reasons for your return.  If your email request for a refund is made outside of the 7 working days than the original postage charges will not be refunded.
  2. Returns must also be received within 14 days from the date you received your order, to qualify for a refund including original postage charges.  Please note, we are unable to provide a refund of the delivery charges when only part of your order is being cancelled.  We ask that the goods are returned to us intact and in a resaleable condition.  If items returned are found damaged in any way or we are unable to resell them, then these goods will be resent to you and your request for a refund will be void.  We also reserve the right to charge you any re-delivery costs.
  3. We strongly recommend that you use registered post because we cannot accept liability for any lost or damaged items. A refund for the amount (up to a maximum reimbursement of 2nd Class Recorded Delivery), including initial postage charges where applicable (and within UK only), will be made within 28 days according to whichever method of payment was originally used. Refunds are made in £GBP. If you ordered from abroad we can not be held responsible for any fluctuations in exchange rates and you will be refunded the original amount paid (excluding postage costs if delivered to an address outside the UK).  Your rights to return goods are protected under the EU Distance Selling Directive.
  4. If you have purchased products as part of an offer or discount, the amount refunded will be adjusted accordingly to reflect any failure to meet the original requirements for the offer or discount as a result of returning the product.   FOR EXAMPLE, IF YOUR ORDER QUALIFIES FOR FREE SHIPPING AND YOU WISH TO RETURN AN ITEM/S WHICH TAKES THE VALUE BELOW THE FREE SHIPPING QUALIFICATION – THE POSTAGE COSTS THAT YOUR ORDER WOULD HAVE INCURRED WOULD BE DEDUCTED.  THIS IS ONLY ONE EXAMPLE OF AN OFFER OR DISCOUNT SITUATION.
  5. Exchanges are free of charge to send to the customer (UK only) if a request is made within the ‘full refund qualifying period’ (see points above) and subject to availability but you as the customer must bear the cost of returning the original goods to us.  If your request for an exchange falls outside the ‘full refund qualifying period’ it will be treated as a new order.  If you are outside the UK an exchange request will be treated as a new order and will be subject to availability.  Exchanges for items can not be sent until the original items have been safely returned to us.

If you would like to return your order after the above period but within 28 days, you will be refunded with a Retro Kids eVoucher to the value of the returned items only (excluding original postage charges).  You as the customer must bear the cost of returning the goods unless otherwise agreed.

Please note sale items can not be returned.

If, in an unfortunate and rare case, your order arrives faulty or was not what you ordered, you will be entitled to a full refund including postage costs to return the items back to us (Up to a maximum reimbursement of 2nd Class Recorded Delivery).  Your statutory rights are not affected  

Faulty Items – We take great pride in everything we do and are just as disappointed as you when things aren’t up to scratch. If you have unfortunately received something that isn’t up the high standard you expect from Retro Kids, please contact 0333 3583 228 or email returns@retrokids.com.

LOST PARCELS: –  Please note that in all instances either a certificate of posting is kept (for standard parcels) or Tracking number for Tracked.  If, for any unfortunate reason, your goodies have not arrived when you expected them to, you will be offered either a full refund or items resent subject to stock level.  This will be initiated the day Royal Mail officially class your parcel as ‘lost’.  

If you wish to cancel your order before you receive our confirmation email, please email cancel@retrokids.com with as much detail as possible about your order.  If this email is received in time, we will not send the products to you and you will not be charged for the products that you ordered.

If you wish to cancel your order after you have received a confirmation email from us, you will need to wait until you receive the products and then follow our returns policy.