Refunds & Returns

Online shop orders carry the full UK 14-day right to change your mind. Private pre-loved purchases use the inspection policy recorded at checkout, with Retrove reviewing any reported problem.

Private pre-loved purchases

New private resale purchases under our three-day policy do not include automatic change-of-mind returns. Please report a missing, damaged or misdescribed piece from your order within three calendar days after confirmed delivery and our delivery notification, whichever is later. Your order shows the deadline. Reporting holds any unpaid seller share while we review the evidence. Wait for the agreed return address and postage instructions before sending anything back.

This inspection period governs automatic payout; it does not remove legal rights or stop us reviewing valid later claims. A private seller must own the piece and describe it accurately. If the seller is acting as a trader, statutory consumer rights apply, including the usual 14-day cancellation right. Purchases made under our earlier private resale policy keep their voluntary 14-day return window. Any agreed refund goes back through Stripe to the original payment method, including Retrove's commission and any delivery refund due.

Online orders: your 14-day right to change your mind

Under the Consumer Contracts Regulations 2013, when you buy online from a trader you have 14 calendar days, starting the day after delivery, to tell us you'd like to return it, for any reason. If the final day falls on a weekend or UK bank holiday, the window ends after the next working day. You then have a further 14 days to send it back. Start a return from your order in your account, email info@retroveclothing.com, or post a clear cancellation notice to Retrove Clothing Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom. You do not have to use our online return tool or the form below to give notice. Do not send the clothing to our contact address: follow the instructions for your return. For UK orders, once the return postage is paid, your order shows an Evri drop-off code to show at any Evri ParcelShop, so you need no printer.

Model cancellation form

Use this only if you wish to cancel. You can copy it into an email or print it and post it. Any other clear statement that you wish to cancel is also valid.

To Retrove Clothing Ltd, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom; info@retroveclothing.com:

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods or supply of the following service:

Goods or service:
Order reference:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if sent on paper:
Date:

Delete as appropriate.

The condition we need it back in

Shops inspect returned pieces before offering them for sale again. Please return items unworn, unwashed, and in their original condition with any tags still attached.

You're welcome to try a piece on as you would in a shop. But if it comes back worn out, washed, scented, altered or damaged beyond that, we may reduce your refund to reflect the lost value. This is your right to inspect, not to wear and send back.

• Refunds are made within 14 days of receiving the piece back or evidence that you have sent it back, whichever is earlier, to your original payment method. An inspection issue goes to Retrove for review; an automated deduction is not applied.
• You cover the cost of return postage, unless the item was faulty or not as described.

For eligible UK shop returns, the shop has two working days after confirmed receipt or verified carrier delivery to inspect the piece and refund you, or report a problem with evidence. Weekends and UK bank holidays are excluded. If the shop does not respond, Retrove processes the refund automatically. Cases needing evidence checked go to Retrove for review. Earlier statutory refund deadlines still apply.

In-store purchases

The 14-day online change-of-mind right applies to online orders. Purchases made in person at the shop do not carry that automatic right. The shop may offer an exchange or credit as a goodwill gesture, at its discretion, but there's no automatic right to return a face-to-face purchase. Your rights for faulty goods (below) always apply, however you bought.

If something's faulty or not as described

If a piece arrives faulty, damaged or not as described, contact us so we can arrange a return and refund with the seller, including return postage. Your statutory rights, including those under the Consumer Rights Act 2015, are unaffected.

If a piece sells in two places at once

A piece may also be on the rail in a physical shop, so it can sell in store at the same moment you order it online. If that happens, we'll cancel your order and refund you in full straight away. Nothing else about your order is affected.

How long refunds take to appear

Once we've processed a refund it can take a few working days to show on your statement, depending on your bank or card provider.

Questions

Anything at all about a return: info@retroveclothing.com. Full terms are in our Terms of Sale.