FAQ
Order Issues
Q: How do I modify my billing address?
A: There’s no need to change your billing address. We ship orders to the shipping address provided at checkout regardless of whether or not it matches the provided billing address.
Q: Can I change/modify my shipping address or selected product sizes?
A: We can modify your order at any time before shipment. Once your order has shipped, however, the destination and contents of the package cannot be changed. Please contact our customer service team at service@retro-stage.com for further assistance.
Q: Can I cancel my order?
A: Yes, you can cancel your order before shipment by emailing our customer service team at service@retro-stage.com. Please note that we cannot cancel orders that have already been shipped out. In such cases, we ask that you wait for your package to arrive, at which point you may either keep it or contact us to return it. Please DO NOT refuse the delivery, as any undelivered packages will be disposed of by our partnered logistics company.
Q: Why didn’t I get an email about my order being shipped?
A: After placing your order, expect a processing period of 2–10 business days (shipping time is excluded). We will inform you by email once your order leaves our store or if there is any delay.
If you don’t receive an email within fifteen days of placing your order, please contact our customer service team at service@retro-stage.com.
Q: Do you restock sold-out items?
A: We restock some sold out items within two weeks. Items which are labeled as sold out for longer than two weeks are likely to be removed from our online store.
Q: Where are your products sent from?
A: We currently have warehouses in the United States, Europe, and China. All products in your order will be sent to you from the nearest warehouse that has them in stock.
Q: How do I choose my size?
A: Take your measurements and compare them with the detailed sizing chart found below the product description for the relevant item. This will help you determine which size is best for your body type. Items listed as coming in one size will not necessarily fit all bodies; rather, this just means there is only one size available for that product at that time.
Note: There are two types of size charts (garment measurements and body measurements), so please remember to check the title of the size chart to ensure that you have the most accurate information.
Delivery
Q: Are there any additional fees or taxes beyond my purchase?
A: Normally, our customers are not charged any tariffs, but with the increasing strictness of customs inspections, it may happen occasionally. We have no control over these charges, as customs policies and import duties vary widely from country to country. We apologize for the potential inconvenience.
Q: How can I deal with my package if I do not want it because of the customs taxes?
A: As per our policy, customers are responsible for any potential tariffs. Please contact your local customs office to get your package. If you refuse it, your package will be disposed of instead of returned in accordance with our agreement with our partnered logistics company. There will be no refunds for shipping cost that are destroyed in this manner.
Q: Why was my order divided into two or more packages?
A: We may initiate split shipping for your order due to any of the following conditions:
- Items are in different warehouses.
- Some items need additional preparation time.
- Weight limits imposed by customs or the courier are exceeded.
You will receive an email notification when each parcel is shipped.
Q: Why does it show that my package has been delivered when it hasn’t?
A: Packages might be delivered to your mailbox or mistakenly signed for by your neighbors. We suggest you check in your mailbox and ask your neighbors whether they received your package. You can also double-check your tracking number on the relevant shipping company website.
If you still cannot find your package, please contact our customer service team at service@retro-stage.com.
Q: How long does delivery normally take?
A: Generally, it takes around 15–20 business days for your order to reach you. Products coming from the U.S. warehouse products can be delivered to most addresses within the country in 3–8 business days. Our system will send you a notification email once your parcel is shipped out. We appreciate your patience!
Q: Why does it say that my tracking number is invalid?
A: When you receive your tracking number, it means that the parcel has been shipped out from our warehouse to the shipping company. The shipping company will then scan your parcel, and their website will update the tracking number. As such, it may take 3–5 days to see any activity once your order has been shipped from our warehouse. Please allow some time for the courier to provide the latest tracking information.
Q: Why was my package returned?
A: There are multiple possible reasons, including:
- Wrong or incomplete address.
- Invalid phone number.
- Inability to complete delivery due to obstacles at your home or office.
- Failure to clear customs.
Q: Why did the attempted delivery fail?
A: A delivery attempt might fail for any of the following reasons:
- Consignee is unavailable.
- Wrong shipping address.
- Parcel is delayed by the shipping company.
- Parcel was lost during shipping.
- Parcel was lost due to forces of nature such as a hurricane, flood, earthquake, fire, etc.
Please contact the shipping company with your tracking number and proof of identity to arrange for re-delivery. If you cannot receive your package or if subsequent delivery attempts also fail, please contact our customer service team at service@retro-stage.com.
Returns & Refunds
Q: What is your return policy?
A: If you are not completely satisfied with your purchase and wish to exchange it or return it for a refund, please email our customer service team at service@retro-stage.com for after-sales support. We will respond within one business day with further instructions.
For more details, feel free to check out our Returns & Refunds page or contact our customer service team. We’re here to assist you!
Q: Can I exchange an item for a bigger/smaller size?
A: We will accept requests for returns and exchanges within 15 days following delivery.
Q: What should I do if my refund is incorrect?
A: We’re really sorry if we’ve made a mistake with your refund! Please contact our customer service team and we’ll sort it out for you as soon as possible.
The following may affect the amount you have been refunded:
- The delivery charge, which is only refunded for orders canceled before shipment.
- Any discounts/points that were applied when you checked out, which cannot be reused.
Account
Q: Why can’t I log into my account?
A: If you’re having trouble logging in, try the following:
- Make sure that your email address and password are both correct.
- If you signed up with Facebook, make sure you’re clicking the Sign in with Facebook button.
- If neither of the above solutions work, reset your password by clicking Forgot Your Password on the login page.
Q: How do I unsubscribe？
A: You can unsubscribe by simply clicking the Unsubscribe button at the bottom of each email we send you. Alternatively, you can contact us to help you unsubscribe by emailing service@retro-stage.com
Q: Will you save my personal information?
A: We respect your privacy and keep your personal information confidential.
When you visit our site, the information you provide, such as your name, phone number, postal code, and address, is stored by your browser. Our website also uses cookies to recognize your IP address and provide faster access to our products and services. You can restrict the use of cookies by changing the settings in your browser, which may limit your access to our site’s features.
Q: How do I change my email address?
A: We can change the email address associated with your account. Please provide the new email address to our service team and we will update it for you.
Q: How do I change my password?
A: If you want to change your password, please follow the steps below:
- Log in your account.
- Click Forgot Your Password.
- Enter your registered email address in the provided box.
- Create a new password via the link in the reset email sent to you. Please check your junk mail folder if you don’t see the email.
Q: Is it safe to order from you?
A: Yes, it is safe to order from us! We use one of the most secure online systems on our website to protect your personal information against unauthorized use.
We also utilize Secure Socket Layer (SSL) technology, which means that any personal information obtained through our website is private, is maintained in a secure and protected environment, and will never be released to any unaffiliated third parties.
Payment & Coupons
Q: Why was my payment declined?
A: Firstly, check your card details to make sure the information you provided is correct (common problems include an incorrectly spelled name, an incorrect billing address, or an incorrect expiration date).
Secondly, make sure you enter the security code correctly (the three-digit number on the back of your card).
Lastly, check with your card’s associated bank, who may have declined your payment.
Q: Why do I need to verify my payment on my order?
A: Your payment method may be flagged for a thorough security check to assure that the payment method is being used by an authorized user. Please check your email and reply with the requested documents so we can verify your identity and maintain your account security.
Q: What payment methods do you accept?
A: We accept all credit/debit cards as well as PayPal and Klarna.
Q: Why isn’t my promo code working?
A: Promo codes and coupons may not work for the following reasons:
- The discount applies to the original price of an item that is on sale.
- The relevant item(s) is/are on sale or already discounted at a greater rate than the coupon.
- The code has expired.
- Your order does not reach the minimum total cost required to use the discount.