Help Topics - Shopping at Retro Europe

  • I'm new to Retro Europe, how do I place my first order?

    Firstly, a very big warm welcome to Retro Europe. We are very happy to help you to place an order. Simply browse our website and using the red button add your selections to the shopping basket. Then complete the order form and finalise the purchase with a credit card or bank transfer payment. Your furniture will arrive in 7 business days.
  • Can I place an order over the phone?

    We cannot take orders by telephone, but our friendly Customer Care team are available to talk to you, and will guide you through the ordering process.
  • Where do you ship to?

    We can arrange delivery to nearly anywhere in the world. Our prices in Europe are all listed on the website and the delivery prices are strictly for the mainland. Please contact us by email for prices to off shore peninsulas and Islands. For simplicity we have the same price across Europe. Please contact us by email for a delivery price outside Europe.
  • Does Retro Europe have a showroom where I can see the products?

    Retro Europe are exclusively an online business. We do not have showrooms or furniture department stores. High Street retailers have enormous overheads which are reflected in their prices. Retro Europe are able to offer considerably lower prices than traditional sellers who have expensive showrooms. Retro Europe products come with a No Quibble 7 Day Money Back Guarantee for Total Peace of Mind.
  • Do you sell to Companies?

    Yes, we sell to both individuals and businesses. For more information on business orders and Company tax free sales please contact us by email.
  • Can you send out materials samples?

    Of course. Please email your address and the product you require and we will send out the sample.
  • How long does delivery take?

    Delivery time is within 7 business days, if there is any change to this we will be in contact with you immediately.
  • Can I make a special order for a product not listed on the website?

    Yes of course. Please contact us with a description, name, or picture of the product you want to buy. On our European websites we only list around a third of the total items we supply worldwide. Please contact us with any request you have at info@retroeurope.com. Delivery on special order items is longer and we will advise you before you place the order.
  • How do I know if I'll be able to get my sofa into my home?

    First, check the dimensions on the product page. Please allow for any communal staircases or corridors
  • Will I receive a confirmation e-mail?

    As soon as you place an order, we will send you an email confirming the details.
  • Can I track the progress of my order?

    Yes. After the courier has collected your order a tracking number is issued and you can track your delivery.
  • How will my order be delivered?

    By road, and we use fully insured international delivery companies. Standard delivery will normally complete within 7 working days. Prior to delivery, our delivery partner will call you to advise your delivery is scheduled. The courier will arrange a mutually convenient time to deliver. We advise you to give the option to reschedule delivery if the proposed time is not convenient. Couriers will try and give exact times, however unavoidable conditions or excess traffic can delay the time. All parcels are delivered to your door only.

    Saturday delivery: Delivery is weekdays. Although some carriers do offer a Saturday delivery option. Where applicable, this can be arranged at your local depot.

    Local pickup: Health & Safety Regulations restrict private collections. Our couriers deliver direct to you.

    International delivery: For many years we have been shipping to Europe, US and Canada every week. We have extensive experience in worldwide shipping and offer very competitive rates and a safe service.

  • What is the cost of delivery?

    We itemise all European shipping costs on the website. Please contact us at info@retroeurope.com if you require a quote to other countries.
  • Can I change my delivery address?

    Yes. We require any changes in writing by email. You can do this at any time up until 24 hours before we dispatch from our European distribution centre.
  • Can I contact the delivery company?

    Yes, we can give you the number and contact details.
  • What happens if I receive my product and it has been damaged in transit?

    In the rare situation that you experience damage in your shipment, please be sure to note it on the delivery paperwork you sign or refuse to accept severely damaged items and contact us as soon as possible. We shall have a replacement item sent out as soon as possible. Items damaged in shipping must be reported within 6 hours of your receipt of the item.
  • Will the shipping companies deliver inside my house?

    Delivery will be to the outside of your home while you are present, and you will be required to take the pieces inside. The driver is not insured to enter your home or premises but will use his discretion and generally is accommodating, however standard delivery charges are for a single operative delivery and for larger items we advise our clients to make the necessary arrangements at the delivery point. SAME DAY White Glove Service is an extra cost option where the delivery team will bring the pieces inside, unpack them, set them up and remove all packaging materials with them.
  • Will I need to be at home to receive the order?

    Yes, you will need to sign for delivery.
  • What is the procedure to return the product if I change my mind.

    We are very confident you will be 100% happy with your purchase, however, if you decide to return the product, you must repack in the original packaging and box securely. The product must be returned unused in brand new perfect condition, to allow us to resell as new and perfect. The cost of return is the responsibility of the client. We always recommend you use a courier with transit damage cover service.

    As soon as the product is returned to Poligono Poniente Distribution Centre. 03158 Alicante Spain, after an internal inspection, a full refund of the price of the product will be transferred to your bank account or credit card .

    Simply contact Retro Europe by email within 14 days of the date that you received the product at info@retroeurope.com to notify us that you wish to return the product , and a returns number will be allocated to you. The buyer then has a further 14 days to return the product for a refund.

    Special Sale Promotions or Clearance Sale Promotions are strictly non-returnable. All orders received are deemed to be in acceptance by the buyer of these terms and conditions, and we respectively request that should there be any confusion or greater clarity required of the terms and conditions, the buyer contacts the seller before entering into a contract of sale.

  • What if my order's damaged?

    Please accept our apologises for the inconvenience. We have quality control checks both at the manufacturing stage and again at our distribution centre when every item is inspected before we dispatch. Please contact us at info@retroeurope.com, with a photo of the damaged item and the packing cases within 6 hours of receiving your order. Our Customer Service Director will then advise you. Please see our Terms & Conditions for further information.
  • How do I cancel an order?

    It is easy. You can cancel your order and get a full refund at any point up until we dispatch it from our distribution centre. If you want to cancel an order as we are getting it ready for dispatch, or after we have dispatched it, we will refund you the full cost minus any delivery charges. Please see our Terms & Conditions for further info.
  • How will I be refunded?

    The refund is made immediately to your bank account or card after a security check.
  • How do I pay with a bank funds transfer?

    Email us at info@retroeurope.com, we will provide our full bank details. Please email a copy of the bank transfer with your name, address, phone number and order.
  • Can I Pay For My Order Upon Delivery or by Instalments?

    No. The total payment is required before dispatch from our Distribution Centre. Our couriers are not licensed to collect payment on delivery.
  • When do I have to pay for my furniture?

    We require payment before dispatch. Credit card or bank transfer.
  • How can I order?

    We accept orders 24 hours a day, 7 days a week via our secure website.
  • How can I cancel or update an order I placed online?

    To cancel or change an order, please send an e-mail to our Customer Service department.
  • Can I have a Tax Invoice?

    Kindly contact us at info@retroeurope.com and we will email a tax invoice with the breakdown of sales tax.
  • Is it safe to order from you over the Internet?

    Most certainly. We use a secure order system which encrypts the information that you input. This is the same level of protection used by the banks and financial institutions to ensure that your bank account information can be viewed online. We also do not store credit card information on our web servers. Once an order is placed the credit card number is immediately masked and cannot be fully accessed even by us.
  • What Is Your Warranty/Guarantee Procedure?

    All products are covered under the manufacturer's warranty. Please contact us for help with warranty issues for products you purchased through our company. We strive to sell quality furniture that will very rarely require utilisation of the manufacturer's warranty.
  • How long is the Guarantee?

    Our furniture has up to 2 years manufacturers warranty. Total peace of mind at no extra cost. Please check product description.
  • What is covered by the warranty?

    We guarantee all our furniture for up to 2 years of normal use. We will repair or replace any defective item. However we will only cover any reasonable wear and tear, any modified furniture or blatant abuse including any indirect or consequential loss. The manufacturers warranty applies only to the specific purchase from Retro Europe, and we may request the original purchase documentation or proof of purchase. All other warranties, express or implied, are excluded.
  • If I introduce a friend to Retro Europe, will I be rewarded?

    We would be delighted if you recommend a friend to Retro Europe. Your reward is a 30 Euro Discount Voucher from Retro Europe on any completed order over 250€