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Atom Retro's Help Desk
This page will help you find the answer to your questions and queries.
Most Frequent Questions:
Can I pay by any other method?
Is it safe to order online?
Will this product fit me?
Where is my Order?
How do I return an Item?
Can you confirm you've received my return?
Do you have a shop?
Helpdesk Subjects:
PAYMENT & ORDERING
DELIVERY
PRODUCTS AND SIZES
YOUR ORDER
RETURNS
ABOUT ATOM RETRO
Questions about payment and ordering:
What cards do you accept?
Do you accept American Express?
What currency do you use?
How do I change currency?
Can I pay by any other method?
How do I use the shopping Basket and Checkout?
Is it safe to order online?
Do you sell gift vouchers?
Questions about delivery charges and destinations
How much will posting and packing cost?
Can I pick up my order from your warehouse?
How long will it take for my order to arrive?
Can I specify a different delivery address?
Do you deliver to my country?
Do I have to pay import charges?
Which courier company do you use?
Can you leave the delivery at an agreed hiding place?
I've missed my delivery. What can I do?
Can someone else sign for my delivery?
Do you deliver to BFPO addresses?
Questions about products and Sizes:
Will you be getting any more in?
Will this product fit me?
How do I measure my chest size or waist size?
I need more information about the product
I saw this item in an advert and can not find it on site
The product I ordered is now reduced. Can you refund me the difference?
Can you tell me where else I can buy this product?
Questions about Your order
Can I change my order?
I'm not going to be in when you deliver my parcel.
Can I track my order?
Where is my Order?
I forgot to use my discount code
I used my discount code but the price stayed the same
Can I add a gift message to my order?
'You haven't replied to my query'
Returns and Exchanges
I need to return an item(s)
Can you confirm you've received my return?
How long will it take for you to refund me?
When will I receive my replacement/exchange?
Part of my order is missing / I have received the wrong item
My order contains a Faulty Item
Can I return my goods in person to your Warehouse?
Do I have to pay for the return postage?
Why have you not refunded the delivery charge?
You have refunded me the wrong amount
About Atom Retro
I'm new, How do I order?
Do you have a catalogue?
Do you have a shop?
Can I contact you by phone?
I'm doing a project, can you help?
Do you do wholesale?
Supplier Enquiries
Questions about payment and ordering
What cards do you accept?
We currently accept the following cards through our credit card processor, Worldpay:
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Mastercard
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Visa
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Visa Delta
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Visa Electron
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Maestro
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JCB
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Solo
We also accept Paypal and Google Checkout online, or you can order over the phone on +44 (0) 1723 586888. We also accept Cheques or postal orders from UK customers (see below).
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Do you accept American Express?
Yes, but currently you can only pay via American Express when using Paypal to pay. Worldpay (our credit card processor) and Google Checkout do not accept American Express. We also cannot accept American Express over the phone.
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What currency do you use?
All payments will be taken in GBP (Pounds Sterling). Price conversions are for guideance only.
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How do I change currency?
Click on any of the flags above the shopping basket. Please note the price conversions are for guidance only. Payment will be made in GBP Pounds Sterling.
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Can I pay by any other method?
Yes, you can pay over the phone on 01723 586888 via credit or debit card. Please note we can only ship to the registered card billing address.
You can also download our order form and pay via Cheque or Postal Order (UK Only). If you are paying by this method, please contact us first to check the items you want are available and in stock.
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How do I use the shopping Basket and Checkout?
Please see our section about buying from Atom Retro on our about page here.
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Is it safe to order online?
We do not process credit card information on our own website, but use the secure credit card processing systems provided by Worldpay (The Royal Bank of Scotland), Paypal and Google Checkout. All these credit card processors process the payment information for us and we never see any of you information. We do not collect or save any of your payment information via our website.
Recently 'Verified by Visa' and 'Mastercard Securecode' has been introduced for all orders processed through Worldpay - this is an extra layer of fraud prevention which allows you to create a password for your credit or debit card for paying over the internet. You can use this password on every website which uses 'Verified By Visa' and 'Mastercard Securecode', not just Atom Retro! This adds extra protection against Credit Card Fraud, as if you have a password for your credit card, should any of your details be stolen a fraudster would have difficulty paying with it online as they would not have your password.
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Do you sell gift vouchers?
Yes, Atom Retro gift vouchers can be bought here.
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Questions about delivery charges and destinations
How much is postage and packaging costs?
The total for postage and packaging is calculated at the checkout. The charge is calculated on weight and varies due to what you are buying. Please see here for more about our current postage rates.
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Can I pick up my order from your warehouse?
Unfortunately it is not possible to pick up orders from our warehouse.
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How long will it take for my order to arrive?
From despatch, estimated delivery times are as follows:
Standard Delivery UK - 1 - 4 working days.
Express UK Mainland delivery: Next working day (24 hour courier)
Europe - 5 - 10 working days
Rest of World - 7 - 15 working days.
We despatch orders Monday - Friday (Except for Bank holidays or national holidays).
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Can I specify a different delivery address?
When paying by credit or debit card via Worldpay (RBS) we do not offer the option of a different delivery address on our checkout. This is an anti-fraud measure. Therefore we will usually deliver to the billing address as registered to the card you pay with.
However, if you need a different delivery address, you have the following options.
Alternatively you can pay via either Google Checkout or Paypal, which will allow you to specify a different shipping address.
Or if you still wish to pay by credit or debit card, we can ship to a different delivery address by arrangement. However, we may ask you to provide further identification. Forms of ID will include one or more of the following: Current picture ID driving licence, Current Passport, Credit/Debit Card Statement which is dated within the last 3 months or a utility bill dated within the last 3 months. (We are unable to accomodate different delivery addresses if the delivery address and billing addresses are in different countries).
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Do you deliver to my country?
We deliver to most major countries. However, your card billing details must match all the registered card billing criteria.
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Do I have to pay import charges?
Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be borne by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information.
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What courier company do you use?
We use Royal Mail, Parcelforce and DPD Couriers for deliveries to the UK, Europe and Rest Of World.
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Can you leave the delivery at an agreed hiding place?
Orders will usually require a signature upon delivery so we can not usually leave your order in an agreed hiding place.
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I've missed my delivery. What can I do?
If you are out when delivery is attempted Royal Mail or DPD will leave a calling card to tell you where you can pick your order up from, or how to rearrange delivery.
For Royal Mail you can rearrange delivery online here: http://www.royalmail.com/portal/rm/content2?catId=400040&mediaId=37000673
For DPD Deliveries you have the following options:
- If this is the first time DPD have attempted delivery, they will automatically re-attempt delivery the next working day (Mon - Fri).
- If you have missed both attempted deliveries, you can either arrange delivery for another day via phone (please see your calling card for contact number) or online at www.dpd.co.uk or collect your parcel from the DPD depot (please see your calling card for more info).
- In most areas you can also rearrange delivery to either another address (ie. a neighbour who can sign for the parcel for you) or nominate a place to leave your parcel. This service may not be available in all areas.
Please contact us if you have any problems receiving your DPD Delivery.
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Can someone else sign for my delivery?
Yes, anyone at the specified delivery address can sign for the goods.
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Do you deliver to BFPO addresses?
Most orders can be delivered to BFPO addresses. However, this is not possible for orders weighing over 2Kg that are being sent to BFPO addresses in the 600's and 700's. We therefore recommend, if placing an order containing multiple large items such as boots, suits or coats and jackets, that you place two orders, keeping each bulky item separate. If your order does weigh over 2Kg your entire parcel will be sent back to us.
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Questions about a products and Sizes
Will you be getting any more in?
Unfortunately some items will be out of stock or be removed from the site altogether or filed in our Retro Clothing Archive, if discontinued.
If you have seen an item you would like but it is not available in the size you need, please email us with the item you are interested in and what size you would need. We will then be able to advise you on the availbility of stock and if/when the item/size will be available.
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Will this product fit me?
We have tried to represent our items as clearly as possible on our website. Please note the fit and actual size, most importantly - chest sizes and waist sizes.
Some items are not generic or standard sizes, so please note where chest sizes are available and additional information in the 'Sizing and Fit' sections where appropiate.
Clothing Sizes can differ from manufacturer to manfacturer so you should always choose the correct chest size you need, over whether it is Small, Medium, Large, etc. If you are unsure of your chest/waist sizes, etc, we recommend you measure yourself before buying. Please refer to our size guide for more information.
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How do I measure my chest size or waist size?
For instructions on how to measure your Chest, Waist, Hat, Collar or Dress size, please refer to our size guide.
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I need more information about a product
We include as much information as possible about a product on the product page itself. Usually, more detailed information like product sizing and materials can be found towards the bottom of the page. If you need more detailed information, please email us with your question and the name of the item(s) you are interested in.
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I saw this item in an advert but cannot find it on your site
Please email us with the name of the item you are looking for and where you saw it advertised. We will then be able to advise you as to where to find the item, or its availability.
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The product I ordered is now reduced. Can you refund me the difference?
Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order.
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Can you tell me where else I can buy this product?
Please be advised that we cannot tell you where else our products can be purchased.
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Questions About Your order:
Can I change my order?
Once your order has been confirmed, it's not currently possible for you to change or cancel it prior to dispatch yourself. However, we can try and accomodate any changes you need to make to your order if you notify us of these changes before your order is processed and despatched. Please email us as soon as possible quoting your order number. If you require an address change, please see here. If you order has already been processed and despatched, we will be unable to change any aspect of it.
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I'm not going to be in when you deliver my parcel. What will happen?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel. Please ensure you either rearrange delivery or pick up your parcel as soon as possible as most carriers will not save them for you for very long.
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Can I track my order?
You can log in to your tracking details on-line, here, with the information (Order number and pin) emailled to you when you place your order. This page will display your order status along with any tracking numbers and how to obtain tracking information.(eg. via our carriers website and/or telephone tracking).
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Where is my order?
UK Delivery Orders:
We aim to deliver Standard Delivery orders within 2-4 working days (except when our offices are closed during holidays), but please allow up to 30 days for delivery. Please note that this means your order may appear as 'Order Received' and/or 'Processing' for a time after your order is placed, especially at busier times of the year, such as Christmas. Unfortunately we cannot guarantee a specific delivery date. If you require your order to arrive for a particular date please contact us prior to placing your order so we can advise you.
For urgent orders we recommend you order with Express Delivery (UK Mainland addresses only).
Once your order is displayed as 'despatched' please remember to allow 1 - 4 working days for your UK Standard Delivery order to arrive or 1 working day for Express Deliveries. Again, at busier times of the year, such as Christmas, postal services can slow down, so we ask you to wait 5 working days after your order is 'Despatched' before contacting us. Please note, orders sent via Royal Mail (UK Standard Delivery) are sent via First Class Recorded which is not a guaranteed delivery time. Royal Mail do not class items as 'lost' until 15 working days have passed.
If your order is made up of multiple items, some items may be dispatched separately. Please note that your entire order should be delivered within the same delivery period, however each parcel may arrive at a different time.
Non-UK Delivery Orders:
We aim to despatch non-UK Delivery orders within 2-4 working days (except when our offices are closed during holidays), but please allow up to 28 days for delivery. Please note that this means your order may appear as 'Order Received' and/or 'Processing' for a time after your order is placed, especially at busier times of the year, such as Christmas. Unfortunately we cannot guarantee a specific delivery date. For destinations outside the UK you will have to allow a certain amount of additional days for delivery. Non-UK Delivery Orders are despatched via Royal Mail Airmail or DPD Courier, and in our experience are usually delivered within 3 - 10 working days for EU destinations and 7 - 15 working days for non-EU destinations. Heavier/Larger orders may be despatched via courier. If your order is made up of multiple items, some items may be dispatched separately. Please note that your entire order should be delivered within the same delivery period, however each parcel may arrive at a different time.
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I forgot to use my Discount Code
Unfortunately we are unable to amend your order if a discount code was not originally applied at checkout.
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I used my Discount Code but price stayed the same
If you use a code and it does not appear to work, please contact us BEFORE completing payment. We cannot give discounts on orders in retrospect and/or when orders have already been paid for.
Please check you have entered the correct spelling for your code, that the code has not expired and/or that you are spending above the threshold for the discount to be applied (eg. If your voucher is for 10% off when spending £20.00 check you have spent £20.00 or more - the code will not work for orders with a value of £19.99 or less). Please note, discount codes apply to the total of your items orders, and do not include delivery charges. Discounts will not be applied to delivery charges.
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My order is a gift for someone. Can I add a message to it?
Unfortunately this is not a service that we provide at this time.
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'You haven't replied to my query'
It is our policy to endeavour to respond to all customer enquiries within one working day (except when our offices are closed during holidays). Sometimes our responses are rejected by your email provider for what could be a number of reasons (they are viewed as junk mail, your mailbox is full etc...), or the email we have sent you could be delayed by general internet traffic. If you have not received a reply from our Customer Care team within 2 working days, please resend your email/query stating your secondary email address or a family member's or trusted friend's email address. When contacting us please include YOUR Name, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
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Questions about Returns and Exchanges
I need to return an item
Please read our Returns and Exchanges Policy here, for information on how to return an item. If you are not completely satisfied with your purchase, please notify us within 7 days of reciept in writing via email to info@atomretro.com. Please state your order reference number and which item(s) you need to return and/or exchange. You will need a Returns Authorisation Number and a Returns Form. We will email this to you so please hold on until you have your authorisation number before posting items back to us.
It is our policy to endeavour to respond to all customer enquiries within one working day (except when our offices are closed during holidays). If you have not received a reply from our Customer Care team within 2 working days, please resend your email/query stating your secondary email address or a family member's or trusted friend's email address. When contacting us please include YOUR Name, order number (if applicable) and original query. Please also state that your original query was not replied to and we will look into this on your behalf.
When you have recieved your Return Authorisation Number, please return your item as soon as possible and within 7 days of authorisation. You are responsible for the cost of delivery back to us. We will issue a full refund on receipt, in accordance with our terms and conditions, or exchange the item for a different item / size / colour if preferred.
Please note: If a discount was applied to your original order, the amount refunded will be adjusted to allow for the revised order value and appropriate discount level. Delivery charges are not refundable. For more details, including the returns address, please refer to our Returns Policy
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Can you confirm you've received my return?
So long as you have completed and included your Returns Form, you should receive an email confirming reciept of your item when it is booked into our computer system. (In busy periods, there may be a short delay).
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How long will it take to refund me?
Before contacting us please take note of the timescales required to process a refund:
Returns and refunds usually only take a few days to process but please allow up to 10 working days from receipt of a return for us to process a refund. Once a refund is processed you will receive an email confirming this (the email will be sent to the same email address as your Order Confirmation email was sent, and will be from Paypal, Google Checkout or Worldpay depending on how you originally paid. If you paid over the phone, there will not be an email sent, so please check your bank statement for the card you paid with). After receiving the refund confirmation email, please allow a further 5 - 10 working days for the refund to be credited to your account. This time frame is dictated by your bank or card issuer and is outside of our control. (N.B Your refund will be credited to the same card with which you made your original purchase).
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When will I receive my replacement/exchange?
Before contacting us please take note of the timescales required to process an exchange:
Exchanges usually only take a few days to process but please allow up to 10 working days from receipt of a return for us to process a exchange.
Once the exchange has been processed please allow the following additional days for delivery of your replacement item:
- UK - Up to 4 Working Days
- European Union - Up to 10 Working Days
- Rest of World - Up to 15 Working Days
Please note Royal Mail does not class an item as 'lost' until after 15 working days has passed for UK items or 28 working days for International.
If you need an exchange item urgently we reccommend you return the item you have recieved for a refund and place a new order for the exchange item.
Please note, exchanges will take longer if an item is out of stock and has been back ordered for you.
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Part of my order is missing / I have received the wrong item
Regrettably mistakes can happen. If you have received you order and an item is missing, please email us at info@atomretro.com quoting your order number and the missing item and we will investigate the matter further. We shall have no responsibility to you if you do not notify us within 7 days of a problem.
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I have received a Faulty item
Please check your items are okay before you wear them. If the item you received is faulty, please email us at info@atomretro.com quoting your order number, your name and address, details of the product and the reason for return, and whether you require a refund or a replacement. We will then advise on how to proceed with the return. You have 7 days from receipt of the faulty item to notify us of a problem. We shall have no responsibility to you if you do not notify us within 7 days of a problem or fault. Please note depending on the nature of the fault, if an item appears worn or washed we will not be able to accept its return, as some faults can be caused by the wearer.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. Please note that items that are damaged as a result of normal wear and tear are not considered to be faulty.
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Can I return my goods in person to your Warehouse?
Unfortunately, as we are not a retail shop and for security purposes, we are unable to accept any orders returned in person to our Warehouse.
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Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility. Please note, the item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
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Why have you not refunded the delivery charge?
Delivery charges (the P&P cost you originally paid to have the order delivered to you) is a service charge and are non-refundable. This is the charge for the service of delivering your order to you, and is not refundable.
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You have refunded me the wrong amount
Regrettably mistakes can happen. If you think you have been refunded the wrong amount please email us at info@atomretro.com quoting your order number and the required refund amount.
Please note:
Delivery charges are non refundable so you will be refunded the full value of the items returned less the delivery charge.
If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the amount refunded will be adjusted to reflect this.
For Example:
The value of the products in your order was £100 and you used a "£10 off when you spend £100" discount, therefore paying £90. You then returned a product to the value of £10, which means that the value of the products you kept is now only £90. An order to the value of £90 would not qualify for a "£10 off when you spend £100" discount; therefore the £10 discount originally applied will be deducted from the refund amount. Your refund would therefore be £0
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Questions About Atom Retro
I'm new, How do I order?
Welcome to Atom Retro! All the items you see are available to buy online. Simply click on the item you wish to view and buy, select the size or colour required and click 'add to cart'. You can then click on 'Continue Shopping' or go back and add additional items to your basket or checkout by choosing to pay by credit/debit card, Paypal or using Google Checkout.
Please note you will need your credit, debit or charge card details, including the billing address (the address to where the card bills and statements are sent).
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Do you have a catalogue?
No we do not currently publish a catalogue. Our stock turns over so quickley and we add new items almost every day, so a catalogue would be quickly out of date. Our website is our online catalogue and it is forever changing!
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Do you have a Shop?
No, we do not have a shop, we are a UK based Internet Retailer. We do however deliver to most countries. Also, as we do not currently have a shop, you are unable to collect orders from our warehouse and/or come to view or try on items. If you have any questions concerning size and fit, etc please feel free to email us at info@atomretro.com.
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Can I Contact you by Phone?
We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. However, if you have any urgent query, question or if you wish to pay for your order over the phone, please call us on 01723 586888. We also have an answer phone, so if no one is available to take your call or you are calling outside our office hours, please leave a message and we'll get back to you as soon as possible.
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Do you do wholesale?
Please direct all Wholesale enquiries to www.madcapengland.com.
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Supplier Enquiries
If you are interested in selling your products on Atom Retro please email us at info@atomretro.com. Please note, we specialise in Retro, Indie, Mod and Sixties style clothing, so your products will have to fit in with the themes and style of our website.
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If you still cannot find the answer to your question please email us at info@atomretro.com.
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