FAQ & Order Help
Welcome to Atom Retro’s help desk!
This page will help you find the answer to your questions and queries. You can also contact us with questions at info@atomretro.com.
Helpdesk Subjects:
Questions about payment and ordering:
What payment methods do you accept?
UK Customers:
You can pay online by credit or debit card or Paypal. We accept all major credit and debit cards.
You 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.
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 via the support portal 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 whatever currency you want to use by clicking on the flag icon at the top of the screen.
How do I change currency or 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.
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.
Questions about 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.
How long will it take for my order to arrive?
Standard Delivery UK - 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 - 3 - 25 working days.*
* Depending on destination and delivery service chosen.
Please see here for our current delivery info and guidelines.
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. 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, we do not currently deliver there.
Do I have to pay import charges?
All non-EU destination 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; please contact your local customs office for further information.
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 and 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 company do you use?
We use Royal Mail, DPD & UPS for UK deliveries.
For international delivery carriers used depend on destinaton and delivery service chosen. Please contact our international team on international@atomretro.com if you have any queries.
Can I track my order?
UK customers - You can log in to your tracking details online here with your order number and pin - or via your order history in your MyAtomRetro account.
International customers - Track your order here by logging in with your order number (starting with GE) and your email address.
I've missed my delivery. What can I do?
If you are not home when delivery is attempted, our carrier will leave you a calling card with instructions on how to either collect or rearrange delivery for your parcel.
Most UK Mainland Express orders are sent with DPD courier who also offer pick up shop and other delivery collection options.
International delivery processes may vary depending on destination. Please contact our international team on international@atomretro.com for help.
Please contact us if you have any questions/problems.
I live outside the UK. Can I arrange a faster delivery via courier?
We offer express and courier deliveries to most countries worldwide. You can select this option on the checkout page. For more info or if you have questions, please contact our international team on international@atomretro.com.
Where there is only one delivery option available, (ie. for most European countries) this service is already our fastest delivery service available.
Questions about products and sizes
Will this product fit me?
Please refer to the size info and manufacturers size guide on each item description.
Clothing Sizes may differ from manufacturer to manufacturer. Many brands may also make more than one type of fit (ie. regular fit, relaxed fit or slim fit). If you are unsure of your chest/waist sizes, etc, we recommend you measure yourself before buying.
Please refer to our size guide for advice on international size conversions.
How do I measure my chest size 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 a product
Please email us with your question and the name of the item(s) you are interested in.
The product I ordered is now 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.
Questions about your order:
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 despatched, we will be unable to change any aspect of it.
I used my discount code but price 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'. Also 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).
Finally, check that you have entered it in the correct box - enter it into either Promo/Discount codes or gift/credit voucher codes, and then click enter.
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.
My order is a gift for someone. Can I add a message to it?
Unfortunately this is not a service that we provide at this time.
You haven't replied to my query?
It is our policy to 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 Care team within 2 working days, please resend your email/query stating your secondary email address or a family member's or trusted friend's email address. 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.
Questions about Returns and Exchanges:
How do I obtain a returns number?
Please see our returns info page here.
International customers please see here.
I’ve lost my order PIN number?
UK customers - Enter your email address and order number in the ‘Lost your PIN’ box next to the login box. Your PIN will be emailed to you.
International customers - you no longer require a PIN number. You can obtain a returns number online here by entering your order number (starting with GE) and email address.
When will I receive my replacement/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 I need for exchange is out of stock. Can you order it?
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.
Can I exchange for a more expensive item?
Unfortunately we're unable to exchange items for different items or for more expensive items. Please place a new order for the item(s) you want, and return the original item 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.
Part of my order is missing / I have received the wrong item
Regrettably mistakes can happen. If you have received your order and an item is missing, please email 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
Please check your items are okay before you wear them. If the item you received is faulty, please email us quoting 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.
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 my goods in person to your Warehouse?
Unfortunately we are unable to accept any orders returned in person to our Warehouse. You can return items to our shop in Malton, North Yorkshire. Any returns made to our shop will be processed by our warehouse. Atom Retro Malton is unable to exchange or refund items ordered online/over the phone. Our normal exchange/refund process will apply.
Do I have to pay for return postage?
We currently offer free returns for UK customers only. Your first return is free of charge, via use of our free returns label (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.
Please see here for more info on returns postage.
About Atom Retro:
Do you have a shop?
Yes, the Atom Retro shop is at 7 Newgate, Malton, North Yorkshire YO17 7FU.
Please see this page for our current opening times and further information.
How do I contact you?
Please see here.
Do you offer wholesale?
Atom Retro does not offer wholesale. Madcap England wholesale enquiries can be directed here.
Supplier enquiries?
Please send details via email.
How long has Atom Retro been trading?
Since October 2004.
Where are you based?
Our website offices are based in Scarborough, North Yorkshire, United Kingdom. All online orders are processed and sent from this location. We also have a bricks and mortar store in Malton, North Yorkshire, United Kingdom. Please see this page for our current shop opening times and further information.
[This page was last updated: 11 May 2018]
