Refund policy

Returns Policy & Your Right to Cancel

We hope you love your British Retro purchase. As a small independent British business, we kindly ask you to follow our return instructions and package your items carefully. This helps our team process returns efficiently.

Returns at a glance

• Please submit return requests through your Shopify customer account within 14 days of delivery.
• For our standard returns process, please post the items within 28 days of receiving your order.
• UK exchanges are available for eligible orders worth £50 or more, subject to availability and approval.
• For additional returns accepted at our discretion, a handling fee may apply when two or more items are returned, as explained below. No handling fee is charged to statutory cancellation or faulty-goods refunds.

How to request a return

1. Visit www.britishretro.co.uk, select the account icon, sign in with your email address and open the relevant order.
2. Select Request return and tell us which items you would like to return. If requesting a UK exchange, write EXCHANGE and the replacement size in the reason or notes.
3. Please wait for our return approval email, which provides the address and instructions, before posting your parcel where possible. Submitting a request does not itself mean that a return has been approved.
4. Complete the returns form printed on the back of your invoice and place it in the parcel. If the form is missing, download, print and complete it using the link below. Include your order number.
5. Use a tracked postal service where possible, and keep your tracking number and proof of postage.

Need another returns form? Download and print the British Retro Returns & Exchanges Form (PDF).

The online returns portal is our preferred route. Where a statutory cancellation right applies, you may instead give us any clear statement of cancellation using our published contact details; using the portal or paper form is not compulsory.

Your statutory right to cancel an online order

For most goods purchased online by UK consumers, you have 14 days after receiving the goods to tell us you are cancelling (or 14 days after receiving the final item where an order is delivered in separate parcels). You then have a further 14 days from notifying us to send the goods back. Some legal exceptions apply, and any different rights required by applicable law remain unaffected.

Refunds are made without undue delay and within 14 days of receiving the returned goods or satisfactory evidence that you have sent them back, if earlier. We may make a lawful reduction if goods have been handled beyond what is necessary to examine them as you could in a shop.

Sale items and additional returns

All eligible items, including sale and discounted items, can be returned for a refund to the original payment method. This includes items bought using discount codes or vouchers and eligible international orders. Sale items are not restricted to store credit.

For our additional returns process, please notify us within 14 days of receipt and post the goods within 28 days of receipt. Returned items must meet the applicable condition requirements below. We may also agree to accept other returns at our discretion.

Handling fees on additional returns

Where we agree to an additional return that is not required by law, a handling fee of £2.99 applies if two items are returned. Add £1 for each further item after the second (for example, £3.99 for three items, or £4.99 for four items).

Where a discretionary return of an order that originally received free delivery is accepted, we will explain in advance any separately agreed adjustment to its discretionary refund or store credit. No original delivery charge will be retrospectively deducted where the law requires a refund.

UK exchanges

We offer exchanges for UK orders with an original order value of £50 or more, subject to availability and approval. When requesting your return online, write EXCHANGE and the size you need. Write EXCHANGE and the replacement size on your returns form, and mark EXCHANGE on the front of your parcel beneath our address. We will confirm the exchange arrangements after reviewing the request. This is an additional service and does not affect your legal refund or faulty-goods rights.

Condition of returned items

For additional returns accepted at our discretion, items must be unworn, unwashed, in a resaleable condition, and returned with original tags attached. They must be free from stains, makeup, deodorant marks, pet hair, lint, damage and odours. Please take care when trying garments on and returning them.

For statutory cancellation returns, customers may examine or try on goods as they reasonably could in a shop. Where permitted by law, a deduction may be made for diminished value caused by excessive handling. An item will not automatically lose statutory protection simply because packaging is opened or a tag is missing.

For change-of-mind returns, certain genuinely sealed goods that are unsuitable for return once unsealed for health or hygiene reasons may be excluded where the legal exemption applies. This may include qualifying hosiery, lingerie, body shapers or pierced jewellery. Faulty-goods rights are unaffected.

Faulty, damaged or incorrect items — please read

Please report any suspected fault as soon as possible, ideally within 28 days of delivery. Use your customer account and include the order number, a description of the problem and clear photographs where possible. If the portal is no longer available for the order, use our website Contact page to notify us.

All faulty-item claims are reviewed individually. We may request further photographs or inspect an item before deciding whether a manufacturing defect or another problem covered by consumer law is present. Damage caused by incorrect washing, accidental damage, alterations, misuse or normal wear and tear is not automatically a manufacturing fault. If we find no qualifying fault, we may decline the claim and explain our findings.

Our additional goodwill assistance

For issues not covered by consumer law, any assistance we choose to offer is discretionary. This additional goodwill assistance is available only where a problem is reported within six weeks of delivery, and any goodwill resolution we agree to offer will be limited to a repair or store credit. We do not provide prepaid return postage for discretionary goodwill requests made after 28 days.

Where a qualifying fault or incorrect supply gives rise to consumer rights, we will provide the legally required remedy, which may include a refund, repair or replacement depending on the circumstances. We will cover necessary return costs when required by law, regardless of whether the issue was reported after 28 days. The goodwill time limits above do not reduce those rights.

Return postage and international returns

For a change-of-mind return, customers pay the direct cost of return postage where this was made clear before purchase. We will not insist on a particular carrier.

For parcels returned from outside the UK, please complete customs documentation accurately and mark the parcel as Returned Goods where appropriate. Any relevant local mandatory consumer rights continue to apply.

Return address

British Retro
Unit 11E, Wessex Road
Bourne End
Buckinghamshire
SL8 5DT
United Kingdom

Postal returns only. This address is not open to the public.

Refunds and store credit processing

Returns are inspected when received. Statutory refunds are processed within the legally required deadlines described above. For additional agreed returns or store credit, please allow up to 21 working days after we receive the parcel to complete processing. We will email you when a refund, store credit or agreed exchange has been processed.

Gift vouchers and misuse of returns

Gift vouchers are subject to their applicable terms and any cancellation rights that may apply. We may review unusual or repeated misuse of our additional returns arrangements and reserve the right to decline future orders where lawful. This does not affect rights arising from existing purchases.

For general enquiries, please visit our Contact page. This policy does not affect your statutory rights.