Shipping & Returns
Shipping Domestic
All prices shown are in GBP only. This is intended only to provide a guide for the final cost, international purchases will vary depending on the credit card provider’s conversion rate for each particular purchase made on any given day.
Shipping & Handling -
Whilst all efforts are made to ensure that the item you buy from RETROUVE is available at the time of sale, sometimes we can make a mistake and the item may no longer be available. In this rare case, we will always contact you directly and issue a refund right away.
Orders will be dispatched within 1-3 working days. Please see table below for information on shipping options and prices.
Royal Mail 1st Class signed - £5.95 1-2 days
UK Next Day Delivery - £7.95 Next Working Day
To take advantage of our next day delivery service, you will need to place your order before 1pm GMT on a working day (Monday to Friday excluding bank holidays, please note our team are out of office Satrurdays and Sundays and any orders placed on these days will be sent out Monday).
Please keep in mind that we cannot guarantee delivery times as they are only guidelines. Hence we are unable to refund delivery costs in the event that the delivery date does not meet the provided estimates. Unfortunately, deliveries cannot be made on a Sunday or on a Bank Holiday.
Shipping International
We deliver Worldwide! The delivery costs are calculated based on the weight and location. Please check the tables below for more information.
Most orders will be sent by 'Royal Mail International Signed For' service, however, orders over 2kg will be sent by Parcelforce. All will require a signature on delivery.
PLEASE NOTE: International Orders may incurr a customs or import duty fee that would have to be paid by the customer. We suggest that you contact your local customs office for current charges before you order to avoid any unexpected charges.
EUROPE
0-249 grams £5.95 Delivery 5-7 days
250-499 grams £7.95 Delivery 5-7 days
500-999 grams £9.95 Delivery 5-7 days
1-1.99 kg 14.95 Delivery 5-7 days
2kg plus £35.00 Delivery 5-7 days
REST OF THE WORLD
0-249 grams £7.95 Delivery 10-15 Days
250-499 grams £9.95 Delivery 10-15 Days
500-999 grams £14.95 Delivery 10-15 Days
1-1.99 kg £18.95 Delivery 10-15 Days
2kg plus £54.00 Delivery 10 Days
Returns
Unfortunately we are unable to provide refunds on purchases.
You may return your item for an exchange or store credit within 14 days of making the initial purchase. Credit notes must be used within 6 months of the date of issue.
The item must be returned to us in the same condition it was sent out in, with tags still attached. We reserve the right to refuse a refund if our terms are not met.
If the item you receive from Retrouve is damaged or faulty and this was not outlined in the product description you are then eligible for a refund – please contact customer services as soon as you can to lodge a return. The garment will be inspected at the shop before a refund can be issued.
Please note: You will not be able to use an in-store credit note on an online purchase.
TO RETURN AN ITEM:
1. Fill in the Returns Form enclosed with your order. If you have lost it, please email shop@retrouve.co.uk to request a new form.
2. Pack up the item and place the Returns Form in your return package, as well as your original order invoice.
3. Send the package back to us within 10 days of receiving your order. Our address is:
RETROUVE ONLINE RETURNS
23 BROADWAY MARKET
London
E8 4PH
U.K
Please note:
Items must be returned at your own cost. You have 10 days from when the original package was signed for to return for a refund.
*Your original shipping cost and return cost will be refunded if: (A) the item had faults and damages not described in the product description. (B) We sent you the wrong item.
Please make sure to send your return using a traceable service and always remember to keep your receipt of postage. RETROUVE will not accept responsibility for any items lost or damaged items whilst in transit.
GOODS PURCHASED ONLINE CANNOT BE RETURNED IN-STORE AND GOODS PURCHASED IN-STORE CANNOT BE RETURNED ONLINE.
Cancellations
If you wish to cancel or change your order, please email us within 24 hours of the order being placed. We will do everything we can to accommodate your request, however if the items have already been shipped we cannot cancel the order so they must be returned or exchanged.
Please note: if you cancel an item that qualified you for a promotion, you may no longer receive that discount or promotion.