GENERAL QUESTIONS
This is my first time ordering, what do I do?
Firstly welcome to UrbanRetro.co.uk. Depending on your order follow the following:
Fashion: Choose your size and then add to the basket
iPod / Laptop GelaSkins: Choose your model or size and then add to the basket.
All Other Items: Choose your item and then add to the basket.
You can then continue shopping or proceed to checkout. Please have your credit/debit card details ready to purchase your items.
Do you have a printed catalogue I can shop from?
No we do not have a printed catalogue or similar, all items are only displayed and sold online.
Can I come to your store to try on the clothes and collect my items?
No we are only internet based, and deliver to the UK and worldwide. If you are not satisfied with the fitting for your clothing or not happy with any other product we offer a exchange and return service.
What is the best way to contact you?
The best way to contact us is through the contact page or via email at info@urbanretro.co.uk. We prefer this method of contact as we can answer more queries and therefore offer a faster response to all of our customers.
Alternatively you can call us on 0207 326 1159 during office hours 9am to 5pm
I would like to buy wholesale?
Sorry we do not offer a wholesale service for any of our products.
PRODUCT INFORMATION
I saw an item and now it is not on the website. Can I still buy it?
If the product is popular we may restock the item again. Please contact us for more information about product availabilty. You can also check the UrbanRetro news blog or sign up to the UrbanRetro newsletter.
I am looking for an item of clothing. What size am I?
Please check the sizing chart avaiable on each clothing product page.
I want to know more information about a product
We attempt to display as much information as possible, however please contact us for more information.
What are the deliver costs?
We have a simple delivery charge system. Please visit the delivery charges page for more details
Do you deliver worldwide?
We deliver to most countries. Please contact us to see if we deliver to your country:
Do I have to pay for custom or import duties?
When the item reaches your country any charges will be decided by your countries customs department. Please check with them for costs and more information
Can you deliver to a different address instead of my billing address?
We can deliver to alternative address such as a work address or if your item is being sent as a gift. However security checks will be carried out on all orders requesting items to be delivered to a different shipping address instead of the billing address
PROBLEMS WITH THE SITE
The site does no display properly
You may be using an old browser. Please update your browser and if the site still does not display properly please contact us.
Email address/password not recognized
Please email us with the following information: E-mail, full name and address
I’m getting lots of pop-up ads when viewing the site
Pop up advertising is not endorsed by UrbanRetro, and this intrusion is known as spyware and you can remove it by using a tool such as Ad-ware.
AFTER PLACING AN ORDER
Can I change my order?
If you would like to change your oder please email us at returns@urbanretro.co.uk
Can you confirm you’ve received my return?
Yes we can, please email us to receive a confirmation.
Can I cancel or return my order and receive a full refund?
Yes that is possible. Order cancellations must be made in writing, quoting your order number within 14 days to info@urbanretro.co.uk or post:
UrbanRetro Ltd
Top Floor, 105 Loughborough Road
Brixton, London
SW9 7TD
Once the order has been cancelled the goods should be returned to us within 16 days of receipt in good condition.
Im not going to be in when you deliver my parcel.
If you are not in to receive your parcel the carrier will leave a card telling you how to obtain your parcel.
I have not received a response to my query.
Please allow up to 48 hours for a response. If you do not receive a response after this time period please resend your query to info@urbanretro.co.uk
Can I track my order?
Yes you can track your order online at www.royalmail.com.
I have not received my order.
Please allow up to 3 working days for delivery. Please check the Royal Mail website to track your order or contact us on info@urbanretro.co.uk with your order number.
For Worldwide deliveries you will have to add on a few additional days for delivery.
Which courier company do you use?
We use Royal Mail, Parcelforce and Interlink Express for deliveries within UK. Royal Mail and Parcelforce is used for the rest of Europe and worldwide.
The Couriers website says ‘Job xxxxxx does not exist’
If this message comes up it most probably means that the couriers system has not yet been updates and you should check back after 8pm.
I want to exchange my item.
If you are not 100% satisfied with your product or products you can exchange or get a refund within 16 days of receipt. To exchange you will have to send back the original product and place a new order online and receive a refund for the original product.
Can I get a refund for a faulty item?
Yes if the item is faulty please email us on info@urbanretro.co.uk with the purchase order number, your details and details of the product with the reason for return. Please inform us if you would like a replacement or a refund.
I have received the wrong item.
If the item you have received is not the item you ordered please contact on info@urbanretro.co.uk with your purchase order number, your details, and details of the item. We will then contact you and let you know how to proceed with the return.
How long will it take to refund me?
Please allow 3 working days from receipt of a return to process a refund. Once we receive your returned item we will send you a confirmation email. After the confirmation email please allow an additional 5- 10 working days for the refund to fully credited to your account. This time frame is dictated by your bank or creditor not us.
How long will it take to receive my replacement?
After allowing 3 working days from the receipt of return, the replacement should be received by you up to 3 working days to the UK, up to 8 working days to the EU and up to 10 working days worldwide.
Some of order is missing.
If this situation occurs please contact us on info@urbanretro.co.uk with details of the missing items and we will investigate the matter further
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