For orders placed between 1st November - 14th December 2018, we have extended our returns period to Monday 14th January 2019. Please see here for our full Christmas Returns policy.
Please find our returns policy, info & procedures below.
Our Returns Policy:
We hope you will love your Atom Retro order, however, if you're not happy - you can return ant item to us for any reason.
In addition to the Distance Selling Regulations, you can return any item within 30 days of receiving your original order.
Self-customised clothing, socks and underwear, Final Sale (indicated with a + symbol) and Magazines, CDs, peroidicals or books are an exception to this unless faulty. Please note that in the interests of hygiene, items marked with a '+' next to the product name cannot be returned, unless they are faulty (this will normally be items like underwear, socks etc.)
Please ensure that swimwear and similar items are tried on over your own underwear. When trying on any clothing please avoid make up or lotions coming into contact with the item. In the interests of hygiene, we may refuse returns where it's obvious this hasn't been done.
Items must be returned in the condition in which you received them, unworn/unused, not marked or dirtied and with all the original tags, etc attached. Footwear must be returned with the original shoebox. Any presentation boxes, gift boxes or items like pin badges must also be included. Goods will be inspected on return.
The goods are your responsibility until they reach our warehouse, so make sure it's packaged well and won't get damaged on the way back to us!
We try hard to accept all returns. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
You can cancel your order if you change your mind, however if your order has already been processed and despatched, you will need to return the goods to us before we can cancel/refund your order.
We will refund the price you purchased your item at. This includes sale items.
Please read our Additional Notes below for more about returns.
***We CANNOT accept the return of ANY item, for any reason, once it has been worn and/or washed and/or dry cleaned***
Returns are FREE for UK customers, so you can shop with confidence!
One FREE returns postage label will be included with your order. This is a free tracked return via Royal Mail.
You will need a returns authorisation number - this is so we can keep track of your return and where it is in our systems once we have received it back (see below).
You may return items for an exchange for another size/colour in the same style, for a refund or for a credit voucher to use on a future order. Credit vouchers are valid for 12 months from the date of issue.
To Obtain A Returns Number:
- Log into your order history on your MyAtomRetro account OR if you checked out as 'guest', log into your order tracking here.
- Click the 'Return Items' link next to the order you wish to return
- Follow the steps to obtain your return authorisation number
- Fill in the box on your invoice with your returns number and enclose this slip with your return
- Affix the returns label to the front of your parcel and take it to the post office
- If you are using our returns label, the post office will give you a receipt for the parcel - this is your proof of postage/return so keep this safe. On the post office recipt, the 'barcode' number is your parcel tracking number.
Please note, we offer one free return per order. Our free returns label is a tracked service. Any additional or subsequent returns, or returns of exchanged items, will be at your own cost. Also if you choose to use a different service or carrier, or add any upgrades to the service, that will be at your own cost.
If you have any problems/questions, or have lost your returns label, please contact us at email@example.com for help.
Please allow 2 - 5 working days for your return parcel to be delivered back to us and then another 2 - 5 working days for your return to be processed by our returns department.
All exchanges will be sent via our standard delivery method regardless of what delivery method was used on your orginal order. However, you can pay for Express Delivery for your exchange if you want it to arrive quicker. (Express exchanges are £4.95 for a next day service, UK Mainland only and need to be arranged in advance. Please contact us about this before returning your item(s)) For urgent exchanges, we recommend you re-order in the size/colour required so this can be dispatched straight away and return the original item for a refund instead.
We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for a different size or colour if preferred. Some products are non-returnable; these are clearly marked with a '+' next to the product name.
We offer exchanges on items for a different size or colour in the same style. We cannot offer exchanges for different items.
For UK customers we currently offer free standard delivery on orders over £75.00. If items are returned and your order value works out to be less than £75.00 a standard delivery charge will be deducted from the refund (currently £3.50). For more info and full Terms and Conditions of our free delivery offer, please see here.
To Obtain a Returns Number:
To return your order, please go to our International Returns Portal here and log in with your order number (starting with GE) and the email address you placed your order with. Select the items you want to return and follow the instructions on the screen.
You will need to pay the return postage. In some countries we now offer an optional returns service for your convenience, where you can arrange a return via our International returns portal. The charge for this will be taken off your refund.
We've recently changed our returns procedure for international customers, so if you have any questions, please contact our international team on firstname.lastname@example.org.
Please note, we cannot offer exchanges for international orders. If you need a different size, please return the original item for a refund and place a new order for the size/item you want.
If you have received a faulty or incorrect item please contact our international team on email@example.com before returning and wait for our reply. We will then advise on how to proceed with the return.
Our normal returns policy applies to international orders as well. Please see above.
Non-EU Countries: Where you have to fill in customs information, please ensure you declare your return as "RETURNED GOODS - NO COMMERCIAL VALUE" and mark the parcel as either 'Returned goods' or 'other' as available. (Do not mark it as 'sale').
If you do not declare this on your returning parcel it may be delayed in UK customs or may be rejected and returned to you. We are unable to pay any customs fees which are levied on parcels which are declared incorrectly and it will be returned to you without being delivered. (Eg. a parcel which is declared incorrectly is any which is declared as anything other than a return (ie. sale, etc) or any where the value of the goods has been declared artificially high (ie. if you declare a £20 item as worth £100 etc). If the goods which you have sent back to us are kept in customs because you have not declared the parcel correctly, we will not have received them. Because it is your responsibility to declare the goods correctly and accurately, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund.
Please allow up to 5 working days for your return to be processed by our returns department once we have received it back.
When you have received your RAN, simply return the item or items to us in their original condition*, unused/unworn and with all tags, etc attached, within 30 days of receipt.
We will issue a full refund (excluding original delivery charge) on receipt, or exchange the item for a different size, colour or item if preferred. Some products are non-returnable; these are clearly marked with a '+' next to the product name on your invoice (this usually covers items like underwear, etc which cannot be returned for hygiene reasons).
Please check the items you have ordered for any faults when you recieve them. Please accept our apologies if you have received a faulty item. Please contact customer services at firstname.lastname@example.org or email@example.com for international customers, and quote 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 30 days from receipt of the faulty item to report the fault and return it to us.
Goods are faulty if they are received damaged or where a manufacturing fault occurs within six months of purchase. An item is considered faulty where a manufacturning error or mistake is present. Items which have been damaged as a result of wear and tear, by mis-use, or by accident are not considered to be faulty. This includes accidental damage such as rips, tears, scuffs, etc. Items which have been improperly cared for or washed incorrectly will not be considered faulty.
Please accept our apologies if you have received an incorrect item. Please contact our customer services at firstname.lastname@example.org or email@example.com for international customers, and quote 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 30 days from receipt of the item to report the error and return it to us.
Any problems/questions? Please contact us, prior to return, at firstname.lastname@example.org. We will then advise on how to proceed.
All Refunds and/or exchanges will be at our descretion.
All items must be returned in the condition in which you received them, with all tags attached and packaging intact, etc. Items must not have been worn and must not have been tainted by any odour, ie. smoke, perfume, aftershave, deodorant etc. Shoes with damage, marks or scratches to soles or upper will be considered as worn and will not be accepted. Shoes must be returned in their original unmarked box. Please do not use the shoebox as outer packaging, but wrap this in something else to return. Defaced/spoilt shoe boxes will not be considered to be in an acceptable condition.
Where goods are returned in a damaged, worn or dirty condition, which indicates that they have been worn or used after you have had a reasonable chance to inspect them on receipt, we will consider you to be in breach of your legal duty to take reasonable care of the goods and reserve the right to recover appropriate sums from you.
*Note: when trying on items of clothing, please ensure that you are not wearing perfume / aftershave or a deodorant which may leave a scent or marks on the item. Also, while the items are in your possession they are your responsibility. Please keep them away from odours which may taint the items, such as smoke and tobacco or food. Please also ensure they are stored carefully while in your possession so that they are not stained or damaged by pet hair, etc. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation.
Discount codes & vouchers:
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.
UK Free Delivery Offer:
If you enjoy our free UK delivery offer but then return items which means your order value works out to be less than £75.00 a standard delivery charge will be deducted from the refund (currently £3.50). For more info and full Terms and Conditions of our free delivery offer, please see here.
Credit notes are considered refunds, and so the credit note will be for the price paid for the returned items only and not any delivery charges.
Unauthorised returned items will not be accepted and/or processed. Please ensure you obtain a Returns Authorisation Number (RAN) before you return any items to avoid problems and delays. Please note, we cannot process your return without your returns number. Don't forget to enclose this with your return parcel!
Non-EU International Returns:
Items being returned from countries outside of the EU will have to fill in a customs form. It is your responsibility that you declare the goods you are returning accurately and correctly. You MUST declare the returning goods as 'Returned Goods - No Commercial Value'. If you do not declare this on your returning parcel it may be delayed in UK customs or may be returned to you. We are unable to pay any customs fees which are levied on parcels which are declared incorrectly and it will be returned to you without being delivered. (Eg. a parcel which is declared incorrectly is any which is declared as anything other than a return (ie. sale, etc) or any where the value of the goods has been declared artificially high (ie. if you declare a £20 item as worth £100 etc). If the goods which you have sent back to us are kept in customs because you have not declared the parcel correctly, we will not have received them. Because it is your responsibility to declare the goods correctly and accurately, legally you will not have returned the goods to us / kept them in your care, and so will not be entitled to any refund / exchange.
Packaging, Shoeboxes and Presentation Boxes:
In the case of items where packaging is considered part of the product - ie. Shoeboxs, Shoe bags, presentation boxes, gift boxes etc we will not accept your return if this is missing, spoilt or defaced. ie. If your shoes are delivered in a shoebox, you need to return the original shoebox with your shoes in a saleable condition.
All footwear must be returned in the original shoebox. The shoebox must not be damaged or written on. Footwear returned without a shoebox will not be considered in its original condition and will not be eligible for refund or exchange.
Final sale items cannot be returned, unless faulty. In this case our usual returns policy applies. Final sale items will be marked as '+' on our site and on your invoice. Typically this is items like underwear, swimwear, jewellery, etc where items cannot be accepted back for hygiene reasons.
If your order is refused on delivery or uncollected and subsequently returned to us, we will only resend at our descretion. Postage may have to be repaid for uncollected and/or refused orders. Orders which are subsequently refunded because they are refused/not collected may be subject to a restocking fee and/or couriers fees. If your order was despatched via courier and was refused or not collected and you have not responded to our couriers calling cards and/or emails, etc there will be additional couriers fees which will be applied to your refund. International orders which are returned undelivered will be refunded as per our normal returns/refund policy.
You have 30 days from the day of reciept to return your item along with your return authorisation number and returns slip. Items recieved outside of this time frame will not be eligible for refund. Refunds and/or exchanges will be at our descretion.
A full refund constitutes the price paid for a certain item(s). The delivery service charge is not refundable.
We do not accept returns in person to our warehouse. You may return items ordered online to our shop in Malton, North Yorkshire - however this will have to be processed by our warehouse. Atom Retro Malton is unable to process exchanges or refunds for items ordered online/over the phone.
Items purchased in the shop must be returned to the shop in person for exchange or refund. You will need to keep your sale receipt. We cannot accept the return or exchange of any item purchased in the shop unless it is accompanied by the receipt.
Refunds and exchanges usually take only a few days to process but please allow up to 28 working days. Refunds will be made via your original method of payment.
Returns for Credit Note:
Credit note will be issued at our discretion. Credit note are issued in GB Pounds Sterling only. Credit notes will be valid for 12 months only.
This returns policy does not affect your statutory rights.
Further information: Atom Retro Sales Terms and Conditions
[This page was last updated: 11 May 2018]