Coronavirus COVID-19 Important Customer Information for Shipping with Retro Refurbs

** UPDATED ON JULY 1st 2020 **

SHIPPING DELAYS:

The shipping delays to a number of countries we have experienced over the past couple of months are contining to ease but we recommend that customers remain patient if delivery times are still slower than normal.  Known counties that are affected with shipping delays:

  • European Countries (7-10 days)
  • United States (up to 21 days on average, mail arriving at JFK/New York is causing delays. We hope shipping will return to normal 10-14 days in the coming weeks)
  • Australia (up to 21 days, but we hope shipping will refurn to normal 14 days average)

 

ISSUES WITH CUSTOMS:

In the US, France, and some other countries we have seen customs holding packages at import for 14 days. This is no doubt related to Coronavirus concerns, but we must stress that Retro Refurbs has NO control whatsoever over import customs in your country. We cannot instruct them to release packages. You may contact your local Post Office or Customs Office for more information on your item.

All customers WILL receive orders regardless of delays and all packages are insured against loss or damage, but we ask that you remain patient if your order is delayed.

 

SHIPPING RESTRICTIONS:

We are not currently shipping any orders to these countries:

  • Canada

There will be no shipping to Canada for the foreseeable future due to the problems with Canada Post and Canada Customs destroying packages. We have disabled all shipping options to Canada. Please do not send us emails asking for items to be shipped to Canada, we cannot change the current circumstances.

 

RETRO REFURBS BUSINESS HOURS:

Our operating hours remain unchanged but customer service is limited:

  • Monday to Friday – 10:00am to 6:00pm (GMT +1)
  • Saturday to Sunday – CLOSED

Phone support is NOT available at this time as most team members are working from home. We aim to answer all emails within 24-48 hours.

All emails received after 6:00pm (GMT +1) on Friday evenings will NOT be answered until Monday morning. Please do not send repeated emails over the weekend.

 

OUR CORONAVIRUS STATEMENT FROM EARLIER THIS YEAR:

Dear Customers,

Amid the developing Coronavirus (COVID-19) outbreak we all find ourselves in an exceptional situation, affecting the whole world and the Retro Refurbs management would like to take the time to reassure our customers that we are taking actions as a responsible business to manage the health and wellness of our team while continuing to work with the minimum of interruption.

We are following the guidelines set out by the UK Government and will continue to monitor the situation closely every day.

Cleaning in our work environments has intensified and with most of us able to work from home we can ensure that our business and service will continue as usual, while maintaining social distancing.

At present our production is still operating at full capacity and orders are being successfully delivered to our customers around the world, even in countries enforcing strict lockdowns and closures. However it may be expected that some orders will be delayed in shipping during these uncertain times and we ask that all customers remain patient if that is the case.

Despite restrictions on travel, we understand that goods are still moving in and out of all countries quite well with delivery services working as normal. Small delays are possible.

We appreciate your understanding as the situation evolves and reassure you that we are available to fulfil your requirements when placing orders.

If you have any questions, please do not hesitate to contact us.

Thank you for your continued support.