FAQ
How Will I Be Notified About My Order?
1. Once we receive your payment, we will start processing your order.
2. Once in the process, you will receive an e-mail no tracking number will be given yet.
3. Once your order is processed and shipped, you will receive another email stating your order has shipped, along with your tracking number attached.
How do we produce your products?
How do the measurements work?
The sizes you see in the products; are fixed regular US, EU Sizes.
(The measurement on the product label may look different due to the difference of measurement in the country of manufacture.)
Jackets & T-shirts
Sneakers
How long does it take for an order to reach its destination after being shipped?
- Sent via USPS First Class Mail, Monday through Friday
- Ships next business day after an order is placed
- Safe shipping is expected to take 7 - 14 business days from our European distribution worldwide.
Do you ship my country?
We have worldwide shipping service. Wherever you are, our greatest aim is to deliver our products to our valued customers.
Countries where we provide shipping service:
- United States
- Mexico
- Russia
- Canada
- Australia
- Japan
- Brazil
- Korea
- Albania
- Andorra
- Armenia
- Austria
- Azerbaijan
- Belarus
- Belgium
- Bosnia and Herzegovina
- Bulgaria
- Croatia
- Cyprus
- Czech Republic
- Denmark
- Estonia
- Finland
- France
- Georgia
- Germany
- Greece
- Hungary
- Iceland
- Ireland
- Italy
- Kazakhstan
- Kosovo
- Latvia
- Liechtenstein
- Lithuania
- Luxembourg
- Macedonia (FYROM)
- Malta
- Moldova
- Monaco
- Montenegro
- Netherlands
- Norway
- Poland
- Portugal
- Romania
- Russia
- San Marino
- Serbia
- Slovakia
- Slovenia
- Spain
- Sweden
- Switzerland
- Turkey
- Ukraine
- United Kingdom (UK)
- Vatican City (Holy See)
And many other countries.
Where's my order?
Note that orders ship within 1-2 business day after being placed.
After your order has shipped, you'll receive an email confirmation .
When will you send my tracking number?
Your tracking number will be sent to your e-mail address within 24 hours after your order is shipped.
I received my order, but the product label says a different size than the one I ordered.
The measurement on the product label may look different due to the difference of measurement in the country of manufacture. However, it will fit your body if you wear it.
My tracking # says the package was delivered, but I can’t find it anywhere. What should I do?
- Check your mailbox! Our shipments come in simple soft grey or black envelopes - about the size of standard printer paper - so they typically fit in mailboxes (depending on how many items were in your order).
- If the package isn't in your mailbox, check with a friendly neighbor/doorman, or a well-meaning roommate/partner, who may have received the package on your behalf without letting you know.
- While we can't take responsibility for shipments that have arrived but are misplaced, we do find that they materialize quite quickly! Email us at support@newretro.net with any questions.
Return Process:
If the product you receive is damaged not as described, you may return it before order completion (when you didn't exceed confirmation timeframe) and receive a full refund. The return shipping fee will be paid by you.
- If the product didn't report by the customer within 5 days return process can't work
- If there is no problem in the product return process can't work
If your order returns to our warehouse because you are not at the address or the specified address is insufficient we re-ship the item. When re-shipping, your order will be shipped using the shipping method without a tracking code. We do re-shipping without tracking number in order to reduce the cost of reshipping
Email support@newretro.net within 5 days of receiving your delivery with the below info:
- Order number
- Item for return
- Reason for the return (we really do take feedback to heart and can help with suggestions!)
- Refund or credit?
- For eligible returns, we'll email a prepaid shipping label to print and paste on an original envelope - please include a copy of the packing slip and your order number inside the return.
- After we receive your returns package, note that it can take 5-7 days to fully process your return. Once processed (and assuming the returned items meet the conditions of an eligible return), we’ll email you with your digital merchandise credit or notification of a refund. Please allow 10 business days to see refunds reflected on your credit card statement.
Note that we do not perform direct exchanges. Instead, follow the above process and indicate you'd like a merchandise credit - you'll be able to use that towards your New Retro.
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