Frequently Asked Questions – Orders
What payment methods are accepted?
We currently accept payment via Visa, Maestro, Mastercard, American Express processed through PayPal’s platform. You can also use your PayPal Balance to pay for your purchases.
Can I cancel or amend my order?
Orders are usually processed within 24 hours from the moment the purchase was complete. Due to this short timeline, it’s usually not possible to cancel an order once it’s placed. If you haven’t received your tracking number yet, that usually means the order has not been dispatched yet. Once the tracking is sent, we can’t reverse the package as it’s already on the way with the shipment company. However, you can still return items to us upon receipt. See further about Returns to learn how to handle returns.
What currencies can I use?
All payments are processed in USD (United States Dollar). If your country uses a different currency, your order value will be automatically converted during payment based on the current exchange rate of the payment processor.
Do you send email confirmation for my payment?
Once your order is placed, you’ll receive two confirmation emails. One of these emails comes from PayPal, our secure payment provider. Our system also send you a summary of your basket contents separately. We’ll include your Order ID in both these emails, this is the ID you need to use in case you’d like to get in touch with us.
How do you ensure online safety of my data?
We use ‘Secure Socket Layer’ technology (SSL) to encrypt your entire visit and order process, and PayPal, our secure payment processor has the same (or higher) level of encryption on their own servers. Verified by Visa and Mastercard SecureCode (3D Secure) is also in place where set-up by you, to provide further security. You can identify a secure connection when the usual ‘http’ page address prefix changes to ‘https’ and you get a partial or fully green address bar in your browser. You may also see a small padlock icon indicating that the page is secure, depending on the Internet browser you are using.
Frequently Asked Questions – Deliveries
What courier companies do you use?
All products are sent by EMS Global for all orders. On individual request we also use FedEx and UPS as fast carriers.
Do you offer tracking information?
As soon as your order is dispatched from our warehouse we will send you the international tracking number you can use to follow your order’s process. We will include this in an confirmation email along with information of the website(s) that you can use to track your parcel.
I still haven’t received my package. What’s my next step?
Delivery times for standard economy EMS air mail vary from 2 to 6 weeks from dispatch. This does not include Bank / Public Holidays – please allow more time during holiday periods. You should consider ordering in advance for Christmas holidays especially.
Unless we ship visa express FedEx or UPS, your package will be delivered by the national postal services in your country. If you have concerns about an order please contact us and we can track for you.
I am an international customer, do I need to pay customs duty on delivery?
All applicable duties, fees and any other charges imposed for customs clearance are the responsibility of the customer.
Unfortunately we are unable to advise on what these charges may be for a given country – if you are unsure, we suggest that you consult your local Post Office, to find out what the charges (if any) may be.
Can I change my delivery address after the order was placed?
If we have already posted your order and it left our warehouse, your delivery address can’t be changed as we have no way to reverse a package that’s already en-route.
If you entered the wrong address or had a typo in the name, please contact us immediately after the order was placed. That way we can address the issue before the courier picks up your order.
What are the countries you deliver to?
We now deliver our bags to most countries around the world. If, for any reason, your country is not in the list or you get a notice at checkout that we don’t deliver to your country, please get in touch so we can advise if circumstances have changed and if we are ready to serve customers from your country once again.
Frequently Asked Questions – Returns
How do I return an item?
All returns must be approved by Retro Bags Ltd. before processing. If you want to return an item or an order for any reason, please get in touch with us so we can confirm your return matches the requirements stated in our Shipping & Returns guidelines.
Refunds are generally processed within 7 days after we receive the returned items. All items should be returned in a re-saleable condition and have not been worn or otherwise used.
When posting your item(s) back to us, it is strongly recommended you obtain proof of postage. Please ensure that items are well packaged.
After goods have been inspected by us, you will receive a full refund of the purchase price minus shipping fees.
Can I exchange my item after I received it?
Unfortunately we are unable to offer exchanges at this time. You will need to return the unwanted item to us for processing first and then place a new order.
I have received my order but one of the items is missing or incorrect, what should I do?
Please contact us as soon as possible with your order number and details of the error and we will rectify this for you.
Please note, you can contact us up to 14 days from receipt of your order for a refund – beyond this time, we will assume that the order and products therein arrived correct. Please see our Terms and Conditions and Shipping Terms & Returns for more information.
I found my bag to be damaged on arrival. What should I do now?
Please contact us as soon as possible with your order number and details of the error. Please include photos of the fault if applicable. If proof dictates, the damaged item(s) should be returned to us for inspection. If we find the product is faulty as stated, the return delivery fee will be refunded to you once you provide proof of postage (receipt).
We may offer you a full refund or a replacement item on occasion, subject to availability.