Frequently asked questions
Shopping Online with Us
01. Do I need to create an account to shop with you?
• If you would like to purchase online, you will need to register with Beyond Retro and create an account. Registering your account is quick and easy. At the Checkout, you will be asked to Sign In or Register. When you click on “I am a new customer” it will bring you to a page for you to complete the registration process. Simply follow the steps and remember, we keep all of your personal details confidential and do not share them with anyone.
The benefits of registering your account online are:
- You will only have to complete your name and address details once.
- You will be able to store as many shipping addresses as you wish for fast ordering.
- You will be able to view your order history.
- You will be able to set up a wish list that can then be emailed to friends and family.
Create a new account now
Sign into your account now
02. How do I change details on my Beyond Retro account?
• Once you have signed up, you'll be able to log into My Account anytime you want to change your password, email address, delivery information or phone numbers. If you haven't visited us in a while, it's worth checking My Account to make sure all your details are up to date. Keep in mind that once you have finalised an order, you will not be able to make any changes to the address you’ve selected for that delivery!
03. When do you add items to the site?
• As often as possible! We are always finding fantastic items we want to share with you. We try to add items on a daily basis. You never know what you will find so please check back regularly!
04. I have just placed an order. Can I amend it or cancel it?
• Unfortunately it isn't possible for you to amend items within your order once it has been placed and paid for. Due to our fully automated system once an order is placed it is already on its way to you. Under UK Distance Selling regulations, you have the right to cancel your order contract with us, within 7 working days of receiving your order. You will need to advise us of this so we can issue you with a full refund. We will be able to do this once you return the cancelled items to us. If you want to cancel your contract with us, please contact our Customer Care team via email at customercare@beyondretro.com quoting your order number and we will be happy to help you. In this case we will issue you with a full refund. Please note you will need to return the entire order at your cost once you receive them. In all cases, the goods must be in their original packaging and unopened. All goods are inspected on their return.
05. What happens if I forget my sign-in information?
• Don’t worry about it, it happens! You need to select the Change Password link from the My Account page and follow the instructions. You’ll be good to go in a minute. If you have any further problems, email us at customercare@beyondretro.com
06. How do I know if what I buy will fit me?
• It is very important that you understand the measurements of the items that you are buying from us. We want you to be thrilled with your products from Beyond Retro! Also, remember that sizing has changed over the years and you will need to check the measurement details of the product you want to buy. We provide you with as much detail as possible to help. You can look at our Size Guide while viewing any specific product by clicking on the “Size Guide” button to the right of the product photo. We also provide you a handy downloadable measuring tape on the Size Guide to help you out!
07. How do I contact the Beyond Retro customer care team?
• If you have specific questions about your online experience or online order, you can email us at anytime at customercare@beyondretro.com. Our customer care team works from 9 a.m. to 10 p.m. (GMT) and we aim to return your email within 24 hours Monday to Friday.
• For information about our stores, please see our Store section by clicking here. Please note that they are unable to answer any questions about your online shopping experience or products that you are buying online.
08. I saw one of your products in a magazine. Can I buy it from you?
• Welcome to the wonder of shopping for vintage, the one you find here is only one! With this being the case, the products that we share with magazines and other media are not available for purchase. We do carry a selection of new products (e.g. accessories) that will be available to buy in multiples, if required. You can purchase these online or in one of our great stores!
09. I have seen a product that I loved but it no longer seems to be available. Now what?
• We know how frustrating it can be when you have your heart set on an item and you go to buy it and it’s no longer there BUT that is what happens sometimes when you are shopping vintage and most of our stock on offer is a unique one-off fantastic item. This is why you need to act quickly and buy it before someone else falls in love with that great item! We add products all the time so you might just find something similar to what you were looking for.
10. There is a problem with something I have purchased from Beyond Retro, what can I do?
• If you need to return a product that you have purchased from us, please follow our Returns process. If you just have a question, please send us an email at customercare@beyondretro.com
11. Has the garment been washed before I receive it?
• Most of our products have been steamed prior to packaging; however we do not pre-wash our garments. Washing clothes is a controversial subject in vintage. People endlessly debate the merits and dangers of washing vs. dry cleaning. We suggest you look at our Vintage Care Guide to decide how best to clean your vintage.
12. There are ratings for the condition of the item. How do you determine those ratings?
• The majority of items in our vintage and retro catalogue are used items and subsequently, not all items will be perfect. During our selection process, we examine each item in detail to check the quality of the item and to determine if there are any issues about the item that you need to know about. We are very honest in our selection and grading process because we want you to know exactly what you are buying and we want you to be happy and come back to us for more! Each item is classified into five categories as follows:
Condition: Excellent
Description: Item is in excellent condition, with no holes, stains, or repairs.
Condition: Great
Description: The item appears slightly worn from general wear and could appear slightly faded or with a minor flaw in an unobvious place. It is considered very wearable as is.
Condition: Good
Description: The item appears worn and may have a combination of fading or a minor flaw for instance. Flaws may be outlined in the garment description.
Condition: Fair
Description: The item appears worn, and may have visible flaws. It is being offered because the item is highly desirable or it is more than 50 years old. The item is still considered wearable. The fault may be outlined in the garment description.
Unused
Description: Vintage clothing that has never been worn before. Usually these unworn items are complete with the original merchandise tags. These items are also graded for condition.
New
Description: These are brand new non vintage items that we stock to help you complete your look.
Sizing Information
Beyond Retro garments are vintage items (unless stated) and can vary from the standardised clothing sizes of today. Our garment measurements are taken in inches with the item laid flat to make sure that when they reach you, they fit you like a charm! Please visit our Size Guide to get full information on how we measure different items
Purchasing and Using Gift Vouchers
01. Can I purchase a Gift Voucher from you?
• Yes! At this time, we only sell in-store Gift Vouchers. We are working to add online Gift Vouchers as well and we will have these available soon! Buying a Gift voucher is very simple. All you need to do is decide who you want to send the voucher to and how much you want to spend. Our Gift Vouchers come in denominations of £5, £10, £25 and £50. The Recipient will receive the voucher via email. They will print off the voucher, visit one of our stores and voila(!) – they can spend your gift on our fabulous vintage wares! They will have 12 months to spend their Gift Vouchers are currently only available in Pounds Sterling on our English (UK) site. If you would like to buy a Gift Voucher for one of our stores in Sweden, please click here!
When you buy a Gift Voucher from us, you will be taken to another shopping window to complete the transaction. At this time, we only accept PayPal for our gift voucher purchases. Once you complete your transaction, the Gift Voucher page will close and you will be back shopping on our main page. Click here to buy a gift voucher!
02. How do your Gift Vouchers work?
• When you purchase a gift voucher, you will receive information that contains a unique number. This number is important as it contains the information with the amount, balances etc. To use the voucher in one of our stores, print out the gift voucher that you have received, bring it to one of our stores and bring it to our cash register when you are purchasing one of our great products. Click here to buy a gift voucher!
03. How long are the Gift vouchers valid for?
• You have 12 months to use the entire value of the Gift voucher. Any residual credit will automatically expire after this time.
04. Can I use the Gift Voucher at your store or online?
• Unfortunately at this time, we can only sell in store Gift Vouchers at any one of our stores in the UK. We are working to bring you online Gift Vouchers shortly. Stay tuned!
05. What do I do if my Gift Voucher is lost or damaged?
• Please contact our customer care team at customercare@beyondretro.com and they will be able to help you. The original purchaser of the card must contact us so if you have received it as a gift, please ask the friend who was nice enough to give it to you to contact us and we can help replace it.
06. What can I do if the Gift Voucher was not delivered to the person I bought it for or sent it to?
• First, ask the recipient to check that their Gift Voucher is not caught in their junk mail, spam or firewalls. If it is not, please contact our Customer Service team who will be able to help you. Please send an email to customercare@beyondretro.com
07. What if I don’t know the email address of the person that I wish to send the Gift Voucher to?
• Don’t worry – simply put your own address into the ‘Email Address’ field and fill out the 'To' section with the name of the person you want to receive the card. We will then send the Gift Voucher to your inbox so you can either forward the email or print the card out and give it as a paper copy. All the details needed to use the card are on there, so your recipient won’t have a problem using it.
08. Can I cancel or return a Gift Voucher?
• No, all sales are final on Gift Vouchers.
Payment
01. What payment methods do you accept online?
• We accept Visa Debit, Visa Credit and MasterCard. All credit and debit card holders are subject to validation and authorisation by both us and the card issuer, to maintain security and prevent fraud. We take security very seriously indeed, so your details will be safe with us.
02. When do you charge my credit/debit card?
• We will only take money once your order is ready for despatch. If your card is authorised, payment will be taken immediately, and you will receive an email confirming that your order has been successful and your order accepted. If your card is not authorised, payment will not be taken, and we'll email to let you know why your bank or card issuer wouldn't authorise the payment. Don't despair at this stage, because there may still be something simple that can be done to get the payment authorised. Please remember that even if a payment is not authorised, some card issuers may still reserve the money, meaning you can't use it for a short period.
03. Will I be charged VAT?
• We charge VAT on all orders and deliveries within the EU excluding the Channel Islands. At the current rate of VAT is 20% for all orders.
04. My payment has been declined. What happens next?
• Don’t worry – This can happen for a number of reasons. Try checking the details in your beyondretro.com account to ensure that the card details such as the expiry date and Secure Code are correct and your billing address is the same one the card is registered to. If the problem persists, enter the details of another card and try that. You should check first directly with your financial institution to see if there is a hold on your card, the limits are fine etc. If you feel all of these things are in working order, please contact our Customer Care Team at customercare@beyondretro.com who will try to advise you further.
Delivery and Returns
The following table highlights our delivery options and prices.
| UK Mainland and Northern Ireland Delivery Options |
Estimated Delivery Timeframe
(In Working Days)
|
Cost |
| Standard |
2-3 Days |
£3.95 |
Express including Saturday delivery
|
1 Day |
£6.95 |
| UK Remote Delivery Options |
|
|
| Scottish Highlands and Islands (postal codes beginning with: AB, IV, KW, PA, ZE, HS, and PH) – Standard Delivery |
3-8 Days |
£3.95 |
| Channel Islands, Isle Of Man, Isle Of Wight, Scilly Isles – Standard Delivery |
2-4 Days |
£9.95 |
| International |
|
|
| Sweden, Australia, Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovak Rep, Slovenia, Spain, Switzerland, USA |
3-10 Days |
£9.95 |
If you submit your order before 2pm (Monday-Friday) it will be despatched the same day. Orders placed after 2pm will be sent the next working day.
Delivery and Returns
• 01. Delivery Table
• 02. UK Mainland Delivery Options
• 03. UK Remote and Offshore Delivery Options
• 04. UK Delivery FAQ
• 05. UK Returns
• 06. International Delivery Information
• 07. International Delivery FAQ
• 08. International Returns Information
• 09. International Returns FAQ
Deliveries
02. UK Delivery Option
Please note that delivery times are estimates only and are not guaranteed, due to circumstances out of our control. We are not able to refund delivery costs in the event the delivery date falls outside of the provided estimates. Working days are Monday to Friday. Deliveries cannot be made on a Sunday or on Bank Holiday.
If you submit your order before 2pm (Monday-Friday) your order will be despatched the same day. Orders placed after 2pm will be sent the next working day.
UK Mainland and Northern Ireland Delivery Options
•Standard
All standard orders are sent via a Courier service. UK mainland orders will be delivered within 3-5 working days. Delivery to more remote postcodes such as AB, IV, KW, PA, ZE, HS, and PH will take longer. It is possible that you could receive your delivery on Saturday. Deliveries can take place between 8am and 8pm Mon – Fri, 8-12pm Sat
A signature maybe required on receipt. If you are not around to accept your parcel, the carrier may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain) if they think it is safe to do so. A calling card will be left to let you know this has been done.
If the parcel can't be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you how you collect or arrange for a redelivery attempt.
•Express
Express orders are delivered within 1-2 days. This option is not available to remote postcodes such as AB, IV, KW, PA, ZE, HS and PH and Offshore locations. Saturday delivery is possible if your order is placed between 3pm Thursday and 2pm Friday using the express service. As this service is not guaranteed, we are not able to refund delivery costs in the event the delivery date falls outside of the provided estimate.
Deliveries can take place between 8am and 8pm, 8-12pm Sat
A signature maybe required on receipt. If you are not around to accept your parcel, the carrier may leave it with a neighbour, or in a safe place (i.e. hidden from sight and protected from the rain) if they think it is safe to do so. A calling card will be left to let you know this has been done.
If the parcel can't be left in a safe place or with a neighbour, the carrier will take it back to the local depot, and leave you a card telling you how you collect or redeliver.
•Royal Mail Tracked
Orders using this service should be delivered within 3-5 Days. This service is not available for North Ireland, Scottish Islands, Isle of Wight, Isle of Man, Isles of Scilly and the Channel Islands.
Royal Mail delivers Monday to Saturday. This service can be tracked throughout the delivery process.
If you are not around to accept your parcel, a calling card will be left telling you how to collect or arrange redelivery.
03. UK Remote and Offshore Delivery Options
• Remote and UK Offshore
All deliveries to the Isle of Wight, Isle of Man, Isles of Scilly, and the Channel Islands will take 2-4 Days and are sent using Royal Mail. Northern Ireland and Republic Of Ireland are sent using the most suitable courier or postal methof and will take 3-8 Working Days. Express delivery to North Ireland will take 2 working days.
04. UK Delivery Common Questions
Can I collect an item from one of your stores?
• No, sorry, our stores don’t have the facilities to deal with collections or returns. Every item online is unique to the online store, just as the items in our physical store are.
Can I send to my Work or School address?
• Yes. Your billing address and card details must match, but you can select a separate shipping address, such as your work address. Just remember that once you have submitted your order, we are not able to make any changes to any part of it, including the shipping address you have selected!
Can I change my shipping address after I’ve submitted my order?
• Unfortunately not! If it’s just a matter of adding in a forgotten apartment number, or a short instruction as to a safe place to leave the parcel if you aren’t home when they attempt delivery, we can send that information along to the couriers as a short addition, but that’s about it. Plus, we cannot change details for orders using Royal Mail at all. It’s all about the post codes and the courier depot’s local dispatch areas, so address changes just aren’t possible, I’m afraid! As we run a fully automated order, pick, pack and dispatch system with our warehouse it is not possible for us to make changes of any kind to an order once you have submitted it, so please be very careful that you select the correct address for delivery.
Can I change my delivery service?
• Once you have submitted your order, we are not able to make any changes to any part of it. If you have made a mistake on the delivery address or need to provide more information please email us at customercare@beyondretro.com and we will do our best to help resolve this where we can, if possible.
Have you shipped my order yet?
• We send an email the evening your order has been dispatched; this may come around 8pm UK time. Please check your spam/junk mail folders just in case it’s ended up there. If you submit your order before 2pm (Monday-Friday) every effort will be made to have your order despatched the same day. Orders placed after 2pm will be sent the next working day.
Where is my order?
• We send an email the evening your order has been dispatched with your tracking details, which would normally come around 8pm UK time. Please check your spam/junk mail folders just in case it’s ended up there. You can use this to track the delivery status of your order. In the unlikely event there's any issues, you can contact customer services via orders@beyondretro.com – please make sure you include your order number.
There is a problem with my order
• We want you to be 100% satisfied with your order so if there’s any issues, our Customer Care team will get on the case. Email them at customercare@beyondretro.com with your order number and details and we’ll find the solution for you.
Who will deliver my order
• It depends on the option you selected at the checkout. For the Standard and Express service we will use the most suitable courier service available for your order. If you have selected Royal Mail option they will delivery your order via the regular postal service. All UK offshore orders will also be sent via Royal Mail.
Do you deliver to BFPO (British Forces Post Office)?
• Unfortunately we are not able to offer this service at present.
UK Returns
05. Returns Policy
• We want you to be 100% delighted with your purchase. You can return items up to 14 days from the day you order is delivered. Please review the following information first before you contact us as most of the regular questions we receive are answered here. If you have a new question, or a question about one of the items that is not eligible for return, please email our Customer Care team at returns@beyondretro.com
01. What’s your return policy?
• Beyond Retro accepts returns on most items for a full refund of the goods purchased. Returnable items should be shipped back to our returns address within 14 days of receipt of your shipment.
In all cases, the items returned must be in their original condition. All goods will be checked on return. The goods are your responsibility until they reach our Warehouse. The return shipping date stamp or franked date will be proof of your posting within the 14 working days time policy. Items must be returned at your own cost. We regret that Beyond Retro cannot refund the cost of postage. If we have made a mistake and you need to return an item please contact us first so we can make special arrangements for you.
Items must be unused, unworn, unwashed and undamaged. All original tags must be attached and in a saleable condition. Please return items in their original packaging. Please note that in the interests of hygiene, the following items cannot be returned, unless they have remained in their original wrapping or are faulty. These items include accessories, jewellery, swimwear and sunglasses. These items are for final sale only.
You will find your returns form enclosed in your order parcel. Please complete this form. If you no longer have that Returns Form, please click here for another copy. You need to print this off, complete it and send it with the goods that you are returning.
Please do not cut off tags before trying on items as we cannot accept items that have had tags cut off or ‘re-attached’ by customers. We also ask that you do not try on clothing if you are wearing perfume and that you store items that you intend to return us in a safe place away from cigarette smoke/cooking smells as we cannot accept items that are returned to us with an odour due to health and safety regulations.
Please do not return items to any of our stores as they will not be able to process these returns. They must be mailed to our online returns department.
Also note that when returning items by post it is recommended that you use recorded mail as we cannot be held responsible for any loss in the post. By using a recorded mail service you should then be able to make a loss claim on the items lost and be reimbursed by the mail service provider. You will need to check the policy of the mail service provider you are using.
Unfortunately due to health and safety regulations there are no facilities for customer personal collections or returns at this address. Please do not attempt to hand deliver returns. There is no shop front or customer service facility available at our warehouse. Any items you need to return must be sent by post or courier.
If you have any questions regarding your return please email us at returns@beyondretro.com
06. UK Returns Common Questions
Can I return an item to the store that I purchased online?
• Unfortunately we cannot accept the return of goods purchased from our online store in our retail stores. As well, goods purchased in stores cannot be refunded online.
Have you received my return?
• As soon as your return has been processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Care Team by sending us an email at returns@beyondretro.com and we'll get back to you within 24 hours. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.
My item arrived damaged. What do I do?
• Please contact our customer care team at customercare@beyondretro.com with your order number, the name of the product, the date of purchase, and tell them about the damage or defect. We’ll try hard to resolve the situation quickly.
I’ve been sent the wrong item.
• Believe it or not we do make mistakes on the very rare occasion! If the item we have sent you is not the item that you have ordered from the website, Please contact our Customer Care team who will get on the case. Email them at customercare@beyondretro.com with your order number and details and we’ll find the solution for you.
Who pays to return the item?
• We regret that Beyond Retro cannot refund the cost of postage. If we have made a mistake and you need to return an item please contact us first so we can make special arrangements for you.
I have lost my Returns Note. What should I do?
• You can download and print a new one here. Please remember to include your order details so we know who the return came back from.
Click here to download the Returns Form
How long does it take to see a refund in my bank account?
• It can take up to 10 days depending on your banks processing time after we have processed your return. We will email you to confirm once we have done this.
INTERNATIONAL
06. International Delivery Information
All of our standard terms cover international orders. We have included the following information to help you find International information quickly. If we don’t have the answer here please drop us an email at customercare@beyondretro.com and we will get back to you as soon as we can.
You should receive a confirmation straight away to let you know we have your email, and we strive to respond to all queries within 1 business day.
International Delivery Information
How much does delivery cost?
• International delivery is charged at a flat rate of £9.95
How long will it take?
• Delivery will take 3 to 10 working days for dispatch of your order. We cannot guarantee these delivery times. Please be aware that delays in customs are becoming increasingly common. Packages may take longer to get to international destinations, and unfortunately we cannot control or prevent this type of delay. Please allow upto 28 days for delivery but please contact us if the order is not with you after 10days.
Unfortunately we do not currently offer an Express Delivery option on international deliveries.
International Delivery Destinations
We ship to the following international countries
• Sweden, Australia, Austria, Belgium, Bulgaria, Canada, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Japan, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Slovak Rep, Slovenia, Spain, Switzerland, USA.
• If we do not ship to your country yet please sign up here (http://blog.beyondretro.com/international-signup/) and we will let you know as soon as we able to ship to your country.
Customs and Import Charges
Customs Charges
• Any customs or import duties are charged once the parcel reaches the destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot advise you what the cost will be, as customs policies and import duties vary widely from country to country.
We recommend you contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
VAT
• VAT will be charged on all orders shipped within the EU. VAT will not be charged for all non EU countries including Channel Islands and Isle of Man.
Can I cancel or amend my order?
• Unfortunately we are unable to amend or cancel an order once it has been submitted; this includes changing any item, removing an item, changing the delivery address or any payment methods.
Can I have my order delivered to a work address?
• Your billing address and card details must match. You can select a separate shipping address such as your work address. Just remember that once you have finalised your order, we are not able to make any changes to any part of it, including the shipping address you have selected!
08. International Returns
International Returns information
You can at any time within 14 days of the date you received your parcel, return any goods you are not completely happy with. The items must be returned to us intact and undamaged as soon as reasonably possible. We will, on receipt of the returned items, refund to the payment card the price paid for the goods returned to us. The original delivery costs will not be refunded (exceptions apply). In the interests of hygiene we do not offer refunds on jewellery, or underwear or swimwear. Please also note that items must be returned with all of the swing tags attached and intact.
Please note that you must complete a customs declaration indicating that the package contains returned goods. If you fail to do this, we are unable to accept any charges incurred in order for the package to reach us.
Returned items are your responsibility until delivered to us so we suggest using a tracked service.
In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase. In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.
You will find your returns form enclosed in your order parcel. Please complete this form. If you no longer have that Returns Form, please click here for another copy. You need to print this off, complete it and send it with the goods that you are returning.
Please do not cut off tags before trying on items as we cannot accept items that have had tags cut off or ‘re-attached’ by customers. We also ask that you do not try on clothing if you are wearing perfume and that you store items that you intend to return us in a safe place away from cigarette smoke/cooking smells as we cannot accept items that are returned to us with an odour due to health and safety regulations.
Please do not return items to any of our stores as they will not be able to process these returns. They must be mailed to our online returns department.
Also note that when returning items by post it is recommended that you use recorded mail as we cannot be held responsible for any loss in the post. By using a recorded mail service you should then be able to make a loss claim on the items lost and be reimbursed by the mail service provider. You will need to check the policy of the mail service provider you are using.
If you have any questions regarding your return please email us at returns@beyondretro.com
09. International Returns FAQ
Can I return an item to the store that I purchased online?
• Unfortunately we cannot accept the return of goods purchased from our online store in our retail stores. As well, goods purchased in stores cannot be refunded online.
Have you received my return?
• As soon as your return has been processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please get in touch with our Customer Care Team by sending us an email at returns@beyondretro.com and we'll get back to you within 24 hours. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us.
My item arrived damaged. What do I do?
• Please contact our customer care team at customercare@beyondretro.com with your order number, the name of the product, the date of purchase, and tell them about the damage or defect. We’ll try hard to resolve the situation quickly.
I’ve been sent the wrong item.
• Believe it or not we do make mistakes on the very rare occasion! If the Item we have sent you is not the item that you have ordered from the website, Please contact our Customer Care team who will get on the case. Email them at customercare@beyondretro.com with your order number and details and we’ll find the solution for you.
Who pays to return the item?
• We regret that Beyond Retro cannot refund the cost of postage. If we have made a mistake and you need to return an item please contact us first so we can make special arrangements for you.
I have lost my Returns Note. What should I do?
• You can download and print a new one here. Please remember to include your order details so we know who the return came back from.
Click here to download Returns Form
How long does it take to see a refund in my bank account?
• It can take up to 10 days depending on your banks processing time after we have processed your return. We will email you to confirm once we have done this.
Our policies do not affect your statutory rights.
Online Safety and Security
01. Is it safe to use my card on your website?
• In short – yes! We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of personal information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our website cannot be read in the event someone else intercepts it. This technology includes the following features:
o Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
o Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
o Data Integrity - this checks the data being transferred to ensure it has not been altered.
Your personal privacy and security of your data are very important to us and we want you to feel confident that we are putting leading measures in place to ensure online safety and security.
Technical Issues
01. I am having a general problem accessing or buying from your website
• If you are having any problems such as this, we recommend you make sure you have the latest updates and patches for your operating system. You can find this sort of information on the web site where your operating system comes from. For example, if you are running the Microsoft operating system, check with www.microsoft.com.
If you are still having problems, get in touch with our Customer Care Team atcustomercare@beyondretro.com, who will try their best to help you. To help us solve the issue for you, please include as many of the following details as possible in your email including:
o Your Operating System (e.g. Windows XP, Mac OS 9.0)
o Internet Browser (Internet Explorer 6, Netscape 7.02)
o What URL you were trying to access (e.g. http://www.beyondretro.com/contact.asp)
o What time the problem occurred
o Please cut and paste into the email any error message that appeared on the screen
02. I am having trouble with the Shopping Bag feature. What should I do?
• If items are disappearing from your shopping bag, this may be because you are using your internet browser's 'back' button, rather than selecting one of the “Continue Shopping” links on the shopping bag page.
If you are still having problems, try deleting the cookies on your PC. All you need to do is go to the 'Tools' tab on your internet browser, select 'Internet Options', then choose 'Delete Cookies' and hit OK.
If you are still having problems, get in touch with our Customer Care Team atcustomercare@beyondretro.com, who will try their best to help you.
03. I can’t sign into My Account. What is the problem?
• If you find that your email address or password is not recognised, please make sure you are using the same email address and password that you used when you registered with us. If you can't remember your password, at the Sign In/Register page, click on “Forgot Password”. You will be asked to type your email address in to the 'Forgotten your Password' box on the sign-in page, and we'll send you an email to remind you what your password is.
Please note that if you type in the wrong email address and/or password 10 times, you won't be able to log in again for half an hour.
04. I am not receiving Beyond Retro Newsletters.
• One of the most common reasons for this is that your email software is marking emails from us as junk mail, and are sending them to your spam folder. To stop this from happening, please add 'no-reply@beyondretro.com' to your email address book, then emails from us should come through just fine. If you checked this and are still not getting the newsletter, please confirm that you typed in the right email address when you signed up with us. Just sign into My Account” and double-check, or get in touch with our Customer Care team at customercare@beyondretro.com, and we'll do our best to sort it out for you.
About Beyond Retro
01. Who is Beyond Retro?
Beyond Retro has fast become a vintage legend.
Its iconic status is sealed with large-scale, show-stopping stores that chronicle a century of style. The first Beyond Retro store opened in a disused dairy in East London, where it built up a reputation for being an innovative retailer with a rock ’n’ roll heart. Against the burgeoning Brick Lane scene, Beyond Retro emerged as a trailblazer, selling 20th-century fashion in all its outrageous and exotic glory.
Led by instinctive fashion forecasting and staffed by creative individuals, the company continues to source original wares and kick start trends.
The vibrant, creative spirit of the original East London scene is integral to the shopping experience in every Beyond Retro store; in London, Brighton, and Sweden and now online! As we bring our vintage vision to more people across the UK and Europe, we never lose sight of the essential cultural nostalgia, intrinsic to the Beyond Retro world!
Please Contact Us should you have any questions.
Stores
01. Where I can find a Beyond Retro store?
• We have seven fantastic stores for you to visit and browse from our amazing collection of vintage and retro fashion. Three of our stores are located in the UK and four in Sweden. Click here to go to the Stores section of the web site and find the location that is nearest to you. You will find maps and contact information to help you as well.
Contacting Us
01. How can I let Beyond Retro know about a customer service experience?
• The entire Beyond Retro team is always eager for feedback. Please feel free to send us a note about any compliments, concerns or ideas that you may have. We can always be reached at customercare@beyondretro.com. All of our contact details can be found by going to the Contact Us section of our website.
02. What ways can I stay in touch with Beyond Retro?
• If you just can’t enough of our brand from our web site, our stores, newsletters, blogs, FaceBook and Twitter …phew…let us know other ways to reach out to you on your favourite sites by contacting our customer care team at customercare@beyondretro.com and we will try to find more ways in which we can hang out together.
Looking for a Job
01. I want to work for Beyond Retro, how do I go about applying for a job?
• We are always on the lookout for great people who want to help grow our brand and work with our fantastic team. Please go to our Careers section of our web site. This link can be found on the bottom navigation bar on any page. We always post job descriptions and you can always feel free to submit your c.v. for our consideration at any time to careers@beyondretro.com.
International General Information
All of our standard terms cover international orders. We have included the following information to help you find International information quickly. For specific information on delivery, shipping, and returns information for international orders, please click here. If we don’t have the answer here please drop us an email to customercare@beyondretro.com and we will get back to you as soon as we can.
You should receive a confirmation straight away to let you know we have your email, and we strive to respond to all queries within 1 business day.
Currency
Your credit card will be charged in GBP and the local currency equivalent shown on your statement will be determined by your bank’s exchange rate.