** UPDATED ON SEPTEMBER 10th 2020 **
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:
- France (returning to normal of 7 days however be prepared for 14 days)
- Spain (over 14 days)
- United States (up to 18-21 days on average, mail arriving at JFK/New York can be delayed)
- Australia (currently over 30+ days, some may be delivered sooner to areas less affected by Covid-19)
ISSUES WITH CUSTOMS:
In the US, France, and some other countries we have seen customs holding packages at import for more than 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.
For US Customers we have found a phone number and an online form submission if your package is stuck with customs for more than 7 days. We can pass this information to you if you have any problems.
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.
We are now shipping to all countries again with no restrictions.
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
Please not that phone support is NOT available at this time but 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 APRIL 4th 2020:
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.