FREQUENTLY ASKED QUESTIONS:
01. Shopping Online With Us
02. Condition Information
03. Sizing Information
04. Product Information
05. Purchasing and Using Gift Vouchers
09. Online Safety and Security
10. Technical Issues
11. About Beyond Retro
13. Contacting Us
14. Looking for a Job
15. International Information
16. Hubbox Collect In-Store Service
SHOPPING ONLINE WITH US
01a. 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 Login In or Register. New customers need only to fill out their email address and password during the checkout process to create an account. Simply follow the checkout 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 start earning Beyond Retro Points!
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.
Click here to create a new account now
Click here to login into your account now
01b. 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, usual delivery address and 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! If you wish to change the email related to your account please contact our customer care team at email@example.com.
01c. 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!
01d. 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 14 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 firstname.lastname@example.org 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.
01e. What happens if I forget my sign-in information?
Don’t worry about it, it happens! You need to select the Forgot 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 email@example.com
01f. 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.
01g. 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 firstname.lastname@example.org. Our customer care team works from 5am - 5:30pm 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.
01h. 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 the 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!
01i. 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.
01j. 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 email@example.com.
01k. 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.
01L. Do we offer student discount?
Yes we do! Go here to redeem your code, terms and conditions apply.
02a. 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:
Description: Item is in excellent condition, with no holes, stains, or repairs.
Description: The item appears slightly worn from general wear and could appear slightly faded or with a minor flaw in an un-obvious place. It is considered very wearable as is.
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.
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.
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.
Description: These are brand new non vintage items that we stock to help you complete your look.
03a. How do I figure out my size?
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, and contact Customer Care at firstname.lastname@example.org if you need any help with sizing.
04a. What fabric/material is this item made of?
We check the manufacturer's label on all items to identify what the product is made from. Some vintage items don't have any labels, and in these cases we try to identify the materials ourselves. In case of leather, suede and fur, we can't always guarantee whether the product is genuine or faux leather or fur.
PURCHASING AND USING GIFT VOUCHERS
05a. Can I purchase a Gift Voucher from you?
Yes! Please find the link here.
Gift cards are available online and in any of our stores. E-gift Cards may be switched for use in our UK stores. We can only make this switch once. Store issued gift vouchers may be switched for use online at our strict discretion. To purchase an E-giftcard please click here. For gift cards for in-store please visit your nearest store. Contact email@example.com to switch your gift certificate.
06a. What payment methods do you accept online?
We accept Visa Debit, Visa Credit, MasterCard, Paypal, Apple Pay, Google Pay and Amazon Pay. 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.
06b. When do you charge my credit/debit card?
We will only take money once your order is ready for dispatch. 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.
06c. Will I be charged VAT?
We charge VAT on all orders and deliveries within the EU excluding the Channel Islands. The current rate of VAT is 20% for all orders.
06d. 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 and the limits are fine etc. If you feel all of these things are in working order, please contact our Customer Care Team at firstname.lastname@example.org who will try to advise you further.
07a. Can I collect an item from one of your stores?
Yes! Our Click and Collect and Collect In-store service is provided by Hubbox and offers convenient collection from any of our UK stores as well as 1000's of nationwide pick up stores. Choose to collect in one of our stores and you can try on and return there too! Check out the full details and T&Cs here. Every item online is unique to the online store, just as the items in our physical store are.
07b. 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!
07c. 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, we’re 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.
07d. 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 email@example.com and we will do our best to help resolve this where we can, if possible.
07e. 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 dispatched the same day. Orders placed after 2pm will be sent the next working day.
07f. 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 firstname.lastname@example.org – please make sure you include your order number.
07g. 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 email@example.com with your order number and details and we’ll find the solution for you.
07h. Who will deliver my order?
It depends on the option you selected at the checkout. In the UK our normal standard UK courier service is provided by Hermes and our Express/Next Day is fulfilled by DPD. International shipping is delivered by DPD or DHL depending on the shipping zone. If you have selected Royal Mail option they will delivery your order via the regular postal service.
07i. Do you deliver to BFPO (British Forces Post Office)?
Yes we offer this service using our courier service.
08a. Can I return an item to the store that I purchased online?
Yes you can! Online purchases can now be returned for a refund via any of our stores up to a maximum of 6 items.
08b. 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 14 days of posting your parcel to us, please get in touch with our Customer Care Team by sending us an email at firstname.lastname@example.org and we'll get back to you within 24 hours. If you have returned your parcel using, Collect Plus,Recorded Delivery or another service that can be tracked, please give us the reference number when you contact us so we can track that down for you.
08c. My item arrived damaged. What do I do?
Please contact our customer care team at email@example.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.
08d. 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 firstname.lastname@example.org with your order number and details and we’ll find the solution for you.
08e. Who pays to return the item?
Our returns for UK orders have free postage with Collect Plus. There should be a returns sticker in your parcel but in not you can easily reprint one here. 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.
08f. I have lost my Returns Note. What should I do?
You can download and print a new one. Please remember to include your order details so we know who the return came back from.
Click here to download the Returns Form
08g. 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.
ONLINE SAFETY AND SECURITY
09a. 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:
Authentication - this assures your browser that your data is being sent to the correct computer server, and that the server is secure
Encryption - this encodes the data, so that it cannot be read by anyone other than the secure server
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.
Unlike many other retailers we also use a billing postcode match for water tight safety.
10a. 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 at email@example.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:
Your Operating System (e.g. Windows XP, Mac OS 9.0)
Internet Browser (Internet Explorer 6, Netscape 7.02)
What URL you were trying to access (e.g. http://www.beyondretro.com/en/help/contact)
What time the problem occurred
Please cut and paste into the email any error message that appeared on the screen
10b. 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 at firstname.lastname@example.org, who will try their best to help you.
10c. 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 help reset your password.
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.
10d. 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 'email@example.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 firstname.lastname@example.org, and we'll do our best to sort it out for you.
ABOUT BEYOND RETRO
11a. 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.
12a. Where I can find a Beyond Retro store?
We have eight fantastic stores for you to visit and browse from our amazing collection of vintage and retro fashion. Four 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.
13a. 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 email@example.com. All of our contact details can be found by going to the Contact Us section of our website.
13b. 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, Instagram and Twitter …phew…let us know other ways to reach out to you on your favourite sites by contacting our customer care team at firstname.lastname@example.org and we will try to find more ways in which we can hang out together.
LOOKING FOR A JOB
14a. 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 email@example.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 firstname.lastname@example.org 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.
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.
HUBBOX COLLECT IN-STORE SERVICE - To be launched Sept 19
16. Click & Collect and Pick Up Instore. We now offer a Click & Collect or Pick Up In-store service in the UK at no extra cost! Just choose your nearest pick up point at the checkout and collect whenever is most convenient. You can now pick up, try on and return at any of our UK vintage stores! See full terms and conditions for Hubbox Collect In-Store here.