Frequently Asked Questions

Payment & Ordering:

What Payment methods do you accept? 

UK customers can pay online by credit or debit card or Paypal. We accept all major credit and debit cards.

UK customers can also order over the phone on 0845 604 6661, Monday - Friday, 9.00am - 5.00pm. (Closed weekends and national/bank holidays) and pay with credit or debit card.

 

For international customers, we accept all major credit and debit cards, plus Paypal and also most local payment providers including, but not limited to, Alipay, Ideal, Qiwi and many more (depending on delivery destination and availbility).

 

We partnered with Global-e, a third party service acting as your seller-on-record, so you can buy and ship your Atom Retro products to over 100 destinations worldwide! When you buy your Atom Retro products from Global-e, you will see that your payment method is charged by **Global-e// Atom Retro**, and the purchase is subject to Global-e’s Terms and Conditions and Privacy Policy (which will be clearly presented in checkout before you place the order). You can contact Global-e at service@global-e.com or send them a letter to 45 Leather Lane, London EC1N 7TJ United Kingdom

What currency do you use?

Payments through our UK checkout will be taken in GBP (Pounds Sterling). 

 

Payments through out international checkout will be taken in your local currency (as displayed on the screen at the time of ordering). You can change this to whichever currency you want to use by clicking on the flag icon at the top of the screen. 

How do I change the delivery destination?

Click on the flag icon at the top of the screen and choose the delivery destination and/or currency from the pop-up list. 

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. If you need to change anything about your order, please contact us as soon as possible.

 

If you order has already been processed and dispatched, unfortunately we will be unable to change any aspect of it.

I used a discount code but the order total stayed the same?

To use a discount or promo code, enter the code in the box on the checkout and click 'add'. Please ensure there are no blank spaces at the front or end of the code as this may stop it from working. 

 

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.

 

If the code has expired you should will see a message saying 'Expired or invalid'.

 

Please check 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) - or also check the items in your order qualify for the discount or offer (eg. is the discount for a specific brand or type of item). 

 

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. You can only use one discount or promo code per order/transaction. 

Can I add a gift message to my order?

Unfortunately this is not a service that we provide at this time.

Do you sell gift vouchers?

Yes, Atom Retro gift vouchers can be bought here.

 

Please note, gift vouchers are issued in GBP Pounds Sterling only. Gift vouchers are valid from 24 months from the date of issue. Please allow 1 working day for us to process and send vouchers via email or post. 

Products & Sizing:

How do I measure my chest or waist size?

For instructions on how to measure your Chest, Waist, Hat, Collar or Dress size, please refer to our size guide.

I need more information about an item?

Please contact us with your question and the name of the item(s) you are interested in.

An item I ordered has been 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.

Delivery:

How much is delivery?

Please see here for our current delivery rates. 

Can I pick up my order from your warehouse?

Unfortunately it is not possible to pick up orders from our warehouse. However, you can collect orders from our shop in Malton, North Yorkshire. If you want to do that, please contact us to arrange and give at least 48 hours notice (working days only).

How long will it take for my order to arrive?

Standard UK Delivery: 1 - 4 working days approx.

 

Express UK Mainland delivery: Next working day (24 hour courier, Monday - Friday, excluding bank holidays).

 

Saturday/Sunday UK Delivery: Your order will be despatched for delivery on the designated day.

 

Europe: 2 - 20 working days*

 

Rest of World: 2 - 25 working days.*

 

* Depending on destination and delivery service chosen.

 

We despatch orders Monday - Friday (Except for Bank holidays or national holidays).

Can I specify a different delivery address?

Yes, you can enter a separate delivery address during the checkout process. 

 

For fraud prevention reasons, we may need to contact you to verify your identity before sending your order to a delivery address which isn't your registered billing address. The address you enter as the billing address should be your full and correct registered card address, otherwise your payment will be declined. 

Do you deliver to my country?

We deliver to most countries worldwide. To see the full list of countries we deliver to, click the flag icon at the top of the screen. If your country isn't in the list that pops up, unfortunately we do not currently deliver there. 

Will I have to pay import charges?

All exported orders may be subject to customs charges. Any customs or import duties are levied once the package reaches its destination country. These charges and any additional charges for customs clearance must be borne by the recipient. We have no control over these charges. Customs policies vary widely from country to country so please contact your local customs office for further information.

 

However, we currently cover all customs duty for USA destination orders and EU destination orders, plus all GST charges for Australia! This offer is subject to change and/or cancellation without notice.

 

In addition to this, for some countries our checkout now offers the option to pre-pay your customs charge to avoid delays or unexpected charges upon delivery. This is optional, you can chose not to pre-pay customs charges if you prefer. This is only available when you chose express delivery services. 

 

Please note that delays can occur in customs occsionally. Unfortunately these delays are beyond our control. If any parcels are returned to us due to customs charges being higher than expected, we reserve the right to deduct from your refund any costs we incur.

What delivery companies do you use?

We use Royal Mail, DPD & UPS for UK deliveries.

 

For international delivery carriers used will depend on destinaton and the delivery service chosen. Please contact us if you have any queries. 

How do I track my order?

UK Customers: Upon despatch of your order you will receive a tracking number and communication from your carrier updating you on the parcels progress. Please allow some time after we despatch your order to receive your tracking information. Tracking information is provided by the carrier when the parcels are manifested at the end of day. For further tracking you can visit the carriers website/app and enter your tracking number, or contact Atom Retro if there are any issues or if you have any questions.

 

International Customers: Global-e is our shipping partner for International orders. You will receive communication from Global-e that includes your tracking number upon the despatch of your order from their facility or from DHL if your order is picked up directly by DHL from our hub.

 

Please contact us if you require assistance tracking or getting updates on an order you have placed.

I've missed my delivery. What can I do?

For UK customers, if you are not home when delivery is attempted, our carrier will leave you a calling card with instructions on how to either collect your parcel or rearrange delivery.

Most UK Mainland Express orders are sent with DPD courier who also offer pick up shop and other delivery collection options. Download the DPD delivery app for your smartphone to track and change delivery instructions after your parcel has been dispatched. Please contact us if you have any questions/problems.

 

International delivery processes may vary depending on destination. Depending in the delivery service chosen, you may receive an email from our international delivery partner, Global-e, with tracking infomation once your order has been dispatched. Please contact us if you need any help. 

I live outside the UK. Can I arrange a faster delivery via courier?

We offer express and courier delivery options to most countries worldwide. You can select this delivery option on the checkout page. For more help or if you have questions, please contact us. 

 

Where there is only one delivery option available, (ie. for most European countries) this service is already our fastest delivery service available. Currently our default delivery service to USA is 2 - 3 working days via courier air delivery. 

Returns & Exchanges

How long do I have to return an item?

You have 30 days from the day of delivery to return any item(s) from your order. 

 What is your returns policy?

Please see our returns policy here.

Can I exchange for a different size?

UK customers can return items for exchange for either another size or another colour in the same item, within 30 days of delivery. Unfortunately we cannot exchange items for different items. 

 

Unfortunately we're unable to offer exchanges on international orders. International customers should return items for refund within 30 days of deliver and then place a new order for a replacement size, if required. 

When will I receive my 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 an exchange, plus delivery time.

 

If you need an exchange item urgently, we recommend you return the original item for a refund and place a new order for the exchange item.

 

We are unable to offer exchanges for international orders. Please return the unwanted item for a refund and place a new order for the item in the size/colour/style required. 

Can you save items for my exchange?

Unfortunately we cannot reserve items for exchanges. If the item you want is low stock or likely to sell our, we would recommend you place a new order for the items you want and return your original items for a refund instead. 

 

We are unable to offer exchanges for international orders. Please return the unwanted item for a refund and place a new order for the item in the size/colour/style required. 

The item/size I need for my exchange is out of stock. Can you order it for me?

Please contact us regarding this and we will advise if it is possible. Items which are in our sale or have been reduced are unlikely to be restocked. 

Part of my order is missing or I have received an incorrect item

Regrettably mistakes can happen. Please accept our sincere apologies if we have made a mistake on your order. If you have received your order and an item is missing or you have been sent an incorrect item in place of the item you ordered, please contact us 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.

I have received a faulty item. What should I do?

Please accept our sincere apologies if you have received a faulty item. Please contact us quoting your order number, your name, details of the item and the problem, and whether you require a refund or a replacement. We will then advise on how to proceed with the return.

 

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 wear and tear, improper care, mis-use or accidental damage are not considered to be faulty.

Can I return an item in person to your warehouse?

Unfortunately it is not possible to return your order in person to our warehouse. You can, however, drop off your return items at our shop in Malton, North Yorkshire if you wish. Any online returns made to our shop will still have to be processed by our warehouse and so Atom Retro Malton is unable to exchange or refund items ordered online or by phone. Our normal exchange/refund process and policy will apply.

Do I have to pay postage to return items?

We currently offer free returns for UK customers. Your first return is free of charge, via use of our free returns label (and returned via the post office). Subsequent returns will be paid for by you. If you choose to use a different delivery service to return your items or upgrade the delivery service, this will be at your own cost.

 

International customers are responsible for the cost of returning items to us. We currently offer a returns service for some countries which you can arrange/book during our international returns process. This is optional and you can use your own method of return if you prefer. Please note, international customers returning items must declare them as zero commercial value and as 'returns' or 'goods returned for refund'. 

Miscellaneous

I haven't had a reply to my query?

We endeavour to respond to all customer enquiries within one working day (except when our offices are closed during holidays and weekends). 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 services within 2 working days, please resend your email/query and give an alternative email address if possible. 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.

Do you have a shop I can visit?

Yes, the Atom Retro shop is located at 7 Newgate, Malton, North Yorkshire YO17 7FU. Please see this page for our current opening times and further information.