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FAQ

Order Issues

How to change/modify the billing address?

No need to change the billing address, as we'll just ship the order to the shipping address that you left on our site for your order.
Therefore, it does not matter that the billing address is different from the shipping address.


Can I change/modify my shipping address/sizes?

We can help you modify your order BEFORE shipment. Once your package shipped, we will not be able to change anything.
Please kindly contact our serviceman via email address: service@retro-stage.com
We will try our best to serve you well.


Can I cancel my order?

Yes, you can. There are two types of order cancellation:
1.  We can help you cancel the order BEFORE shipment.
2.  Please note that we CANNOT cancel orders which have been shipped out. Therefore, please wait for your package to arrive and you may either keep it or contact us to return for a refund. Please DO NOT refuse the delivery as the undelivered package will be destroyed by the third-party logistics. If the parcel refused by customers, we can only refund the item fee. Shipping fee CANNOT be refunded for we have paid the shipping fee for the parcel. For example, if your order amount is 50 dollars and the shipping fee is 15 dollars, we will refund you 50-15=35 dollars after we get the returned parcels. 


Why I didnt get an email about my order being shipped?

After placing your order, we may need 3-5 business days to prepare. This is our processing time to make sure that your order is accurate, which isn’t included in shipping time.
We will inform you with an email after shipment or if there is any delay.
If you can't find an email fifteen days after you placed the order, please contact our Customer Care Team with email service@retro-stage.com.


Do you restock sold out items?

We may restock some sold out items any time in the next two weeks. Items which stay “sold out” for a few weeks is likely to be removed from our online store.


Where are your products sent from?

We currently have warehouses in the United States, Europe, and China. Usually, products will be sent as per the principle of proximity. And we will arrange a transfer from the allocation of other warehouses if any items are out of stock.


How do I choose my size?

Take your measurements and compare them with the detailed sizing chart under the product description. This will help you pick what size is best for your body type.
"One size" does not necessarily fit all sizes but means there’s only one size for this product.

 

 
Delivery

Is there any additional fee/tax fee beyond purchase?

Normally, our customers would not be charged any tariffs. But it happens sometimes for the increasingly strict customs inspection. We have no control over these charges as customs policies and import duties vary widely from country to country.


How can I deal with my package if I do not want it because of the customs taxes?

As per our policy, customers need to afford the tariffs, so please contact the local customs office to get your parcel first. If not, there is a high possibility that your parcel is destroyed instead of returned. If the parcel refused by customers, we can only refund the item fee. Shipping fee CANNOT be refunded for we have paid the shipping fee for the parcel. For example, if your order amount is 50 dollars and the shipping fee is 15 dollars, we will refund you 50-15=35 dollars after we get the returned parcels.


Why was my order divided into two or more packages?

We will do partial shipping for your order in the following conditions:
1.  Items are in different warehouses.
2.  Different items need additional preparation time.
3. Weight limit of customs or courier.
You will receive an email notification when each parcel is shipped.


Why does it show my package has been delivered but it hasnt?

Packages might be delivered to your mailbox or signed by your neighbors. We suggest you check in your mailbox and with your neighbors first. Or you can check with the shipping company with your tracking number and your ID.
If you still cannot find your package, please contact our Customer Care Team via email service@retro-stage.com.


How long does delivery normally take?

Delivery time: Total Delivery Time = Processing Time + Shipping Time.
Shipping time: Normally it will take 8-15 business days (some places will take 1-2months because of the long distance, such as South Africa, etc.) by Standard Shipping method and 6-10 business days by Expedited Shipping for the most places of the United States.
We will update the tracking number by email after the order shipped, and you can also find the tracking number in your account.
Delivery time may vary, especially during the peak periods. Please be more patient.


Why it shows that my tracking number is invalid?

If there is a tracking number, it means that the parcel has been shipped out.
The parcel is sent from our warehouse first. Then parcels will arrive in the shipping company's processing center by plane. Then each shipping company will pick up parcels from the airport. Once they have scanned those parcels, the website will update the tracking number. It may take 3-5 days to see any activity once it has shipped out from our end.
Please allow some time for the courier to update the latest tracking info after reaching next station.


Why was my package returned?

There are multiple possible reasons:
1.  Wrong or incomplete address
2.  Invalid phone number
3.  Unable to deliver


 Why did the attempted delivery fail?

There may be the following reasons:
1. Consignee unavailable
2. Wrong shipping address
3. The parcel is delayed by the shipping company
Please check with the shipping company with your tracking number and your ID to arrange re-delivery. If you still cannot receive your package, please contact our Customer Care Team via email: service@retro-stage.com
 

 


Return & Refund


What is your return policy?

Returns can be accepted within 15 days as below

RETURNS AND REFUNDS

If you do not satisfied with our goods and want to send them back to get a refund or an exchange, you can send a message to our after-sale Customer Service (email address: service@retro-stage.com), they will reply to you in 24 hours(except weekends and holidays) and give you further information and some useful advice.


1. Please contact us before sending the item back to us for a refund. We do not accept returned items that were sent back by you directly without checking with us first.
2. Write your order number on the package, like FD0001 to make your package be recognized easily, so we can solve your problem as soon as possible.
3. You have to undertake return express fees by yourself.
4. After we make sure that we have received the return package, we will contact you and give you a refund or an exchange.


New after-sale policy 2019


. Returns can be accepted within 15 days as below

The returns from our customers are acceptable within 15 days after you get the package. when we confirm the arrival of the package you returned, we 'll refund you the payment. Items that can be returned or refunded of receiving must follow the criteria as below:
1. Please make sure the products are unused and will not affect the secondary sales.
Faulty items damaged/broken, or soiled upon arrival.
2. Items received in the incorrect size/color, for example, ordered size M but get the incorrect size L; ordered color White but get the incorrect color, Black.
3. Because that we charged the shipping fee in behave of the shipping company, we will only refund you the good price which is responsibility.
4. After returning the products, please inform us of the following information in your account where you can find a chart

    ① Order No., for example, FD0001
    ② Item SKU., for example, SCV000124_BUG_XXL, it is shown on the little white paper which Sticks on the product's independent plastic packaging.
    ③ Quantity of each item
    ④ The tracking number of your return parcel. No tracking number, No refund.  Please understand.
    ⑤Photo of the products you sent back
    ⑥ Photo of the shipping label on the package retro-stage.com sent to you
    ⑦ Photo of the shipping label in the package you sent to retro-stage.com
    6. The shipping fee charged by the courier company so the returning shipping fee will be afforded by your side.
    Step:
    1. Please consult the customer service about the information we need before sending back the package.
    2. Send the package back to us. 
    3. After returning the products, please offer our customer service the information you collect above or add to your account, where you can find a chart to upload the information.
    4. After confirming the information, we will apply for the refund for you.
    5. Our financial department will finish your refund in 8 to 15 business days after we get the returned package.

      .Unconditionally refund accepted for wrong items

      The refund request from our customers is acceptable unconditionally if customer service confirms retro-stage.com send you the wrong item.
      PS:
      1.pls make sure the products unused before you sending back and inform us the following information:
      ① Order No., for example, FD0001
      ② Item SKU., for example, SCV000124_BUG_XXL, it is shown on the little white paper which Sticks on the product's independent plastic packaging.
      ③ Quantity of each item
      ④ The tracking number of your return parcel. No tracking number, No refund.  Please understand.
      2 .retro-stage.com will confirm the information 
      3. After making sure that we sent you the item, we will refund you to you.


      Full Refunds

      We offer the full refund on any items that are found to be faulty or damaged due to our fault. Damage because of the fault of the third party or customer's own fault cannot apply for the refund.


      Partial Refunds 

      We also offer a partial refund on returned items which have some original parts missing. In such a case, the customer can only get a partial refund.
      Customers will only be charged once for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product. In the case of free post, consumers are responsible for the return shipping cost.


      Returns Application Time:

      Within 15 days of delivery.
      Before returning items, pls contact us first, thank you!


      Can I exchange for a bigger/smaller size?

      We accept the return for refund or exchange within 15 days after delivery.


       How do I receive my full refund?

      We will offer a full refund for all returnable items, excluding the shipping fee, return insurance fee.
      Coupon codes and points will not be refunded as monetary value.
      As soon as you discover a wrong/defective/stained item, please contact our Customer Care Team with:
      1.  The order number
      2.  The SKU number or pictures
      3.  A description of the problems and some clear pictures
       We'll get back to you as soon as we can.


       What should I do if my refund is incorrect?

      We’re really sorry if we’ve made a mistake with your refund!
      Please contact our Customer Care Team and we’ll sort it out for you as soon as possible.
      The following may affect the amount you have been refunded:
      1. The delivery charge, which is only refunded for canceled orders before shipment.
      2. Any discounts/points that were applied when you check out, which may not now be applicable.

         
        Account

        Why cant I log into my account?

        1. Please ensure that the email address or password is correct
        2. The first time signing in with your Facebook account, you need to click the "Sign in with Facebook" button.
        3.  Reset the password if it still can’t work. Click “Log in” at the upper right corner of our website, then click “Forgot Your Password”. Reset your password step by step.


        How do I unsubscribe?

        You can unsubscribe by simply clicking the unsubscribe button at the bottom of each email we send and follow the instructions. Or you can contact us to help you unsubscribe with the email address service@retro-stage.com


        Will you save my personal information?

        We respect your privacy and keep your personal information confidential.
        When you visit our site, the information collected is stored by your browsers, such as your name, phone number, postal code, and address. Cookies can be used to recognize your IP address and provide faster access to our site. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site.


        How do I change my email address?

        We can't change/update our customers' email addresses as of now.
        You can create a new account with a new email address.
        And contact Customer Care Team to delete your account after finishing all your order(s).


        How do I reset the password?

        If you just want to reset your password, please follow the steps below:
        1. Log in your account.



        2. Click " Forgot Your Password ", then you can update your password.



        3. Enter your registered email address in the provided box.
        4. Create a new password via the link in the reset email. Please check your junk mail folder if don’t receive.


        Is it safe to order from you?

        Yes, it is safe to order here.
        We are using One of the most secure online systems to our website to protect your personal information against unauthorized use.
        We are a member of BBB (Better Business Bureau) which is a nonprofit organization focused on ensuring fair and equal transactions between consumers and businesses.
        We also utilize secure socket layer (SSL) technology where any personal information obtained through our website is private and maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.


         
        Payment & Coupon


        Why my payment is declined?

        Firstly, check the card details to make sure the information is correct. e.g. the expiry date or your billing address. (Common problems including incorrectly spelled name)
        Secondly, make sure you enter the security code correctly (the three-digit numbers on the back of your card).
         Lastly, your card issuer may have declined your payment. Please contact the card issuing bank.


         Why do I need to verify my payment on my order?

        Your payment method has flagged us to do a thorough security check to assure that the payment method is being used by an authorized user. Please check your email and reply with the requested documents, and we will pay great attention to your info security.


        What payment methods do you accept?

        There are different ways you can choose to pay on our website. We support Credit/Debit Card, PayPal.


         Why isnt my promo code working?

        1. The discount is applied to the original price but not the sale price on the page. If the item is on sale or discounted more than the coupon discount, there might be not too much price difference after applying the coupon.
        2. The code has already expired.
        3. Your order does not reach the minimum amount.