Etsy shop's policies

Etsy shop's full terms and conditions. 



YOU WILL FIND IN THESE COMPLETE TERMS AND CONDITIONS BELOW ALL THE DETAILS YOU NEED TO ANSWER YOUR QUESTIONS AND BUY WITH CONFIDENCE. PLEASE READ THEM BEFORE PURCHASING AN ITEM, AND DO NOT HESITATE TO CONTACT ME IF YOU NEED MORE INFORMATION. I AM HERE TO HELP. :-) 


Payment Policy 
Paypal payments only. Credit cards must be processed through Paypal. I do not accept cash if you collect the item in person. Thank you.

Shipping
USA, Canada, Australia and New Zealand customers : your country is always listed when I send the item with Royal Mail. It may not listed if I intend to dispatch the item with the company Parcelforce or UPS. In that case, please ask me for a quote. 

Please also ask me for a quote if you are based in the Isle of Man, Channel Islands – Jersey, Guernsey, Alderney, Herm and Sark. A custom declaration must be filled for Channel Islands. In consequence, you might experience some delays in the delivery of your parcel and custom fees to pay. 


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Retrofanattic uses Royal Mail for small/medium parcels up to 2kg, and Parcelforce for heavier or larger parcels. UPS and My Hermes can be used occasionally, depending on the country, the item, or the availability of the courier. The customer is always informed of the chosen courier. 

I always send parcels to the address specified on the buyer's Etsy account. Please make sure your address is correct before buying an item. Items are dispatched the next working day (generally in the evening, during the day if I can) following cleared Paypal payment when sent with Royal Mail. When Items are sent with Parcelforce or another courier, then an appointment will be taken for the collection of the parcel. The collection will usually take place in 1 to 2 working days. 


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DO I COMBINE POSTAGE ? (This applies to UK and international customers) 

I am happy to combine postage on all items bought in the same order. I do so by refunding the extra postage paid, after the parcel(s) has/have been dispatched. I do not use the system of automatic combined postage proposed by Etsy. 

However, if you do not wish to pay too much postage when you order and be refunded afterwards, please contact me prior to buying and I will make a custom order for you (private listing) with the recalculated postage. You will then pay the exact postage immediately. 

---> IMPORTANT : custom orders are valid for one week, from the day they are sent, after which they will be cancelled if you haven't proceeded to the checkout. 
Return and refund accepted for all custom orders, except when customers asked me to find a special item for them, which I did not have in stock.) 

---> I AM ALSO HAPPY TO COMBINE POSTAGE IF YOU BUY SEVERAL ITEMS FROM THIS SHOP AND FROM MY SECOND SHOP*, PROVIDED YOU BUY ALL THE ITEMS ON THE SAME DAY, AND BEFORE 1 pm (British time). 


What time is it now in the UK?
http://wwp.greenwichmeantime.com/time-zone/europe/uk/time/ 



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DETAILS FOR UK CUSTOMERS ONLY 

1) DISPATCH OF YOUR PARCEL 
At checkout, you can choose between second class or first class for items sent with Royal Mail. You can also choose between Express 48 and Express 24 for items sent with Parcelforce. 

2) BOOKS 
Please note that some books can be heavy and/or thick, and that it is not always possible to send them as "Large letter". Most of the time, they will be sent as "Small parcel". 

- Books that cost less than £5 : please choose between standard delivery or signed for (+ choose between 1st or 2nd class). 

- Books that cost more than £5 : they are always sent signed for. Please choose between second class and first class. UK customers only pay for the standard delivery. 


3) If you buy several items (including or not books) in the same order, and choose different delivery options for each item, or some of the items, then the parcel will always be sent : 
- SECOND CLASS SIGNED FOR with Royal Mail, 
- or EXPRESS48 with Parcelforce. 


4) All parcels weighing more than 2kg, or parcels that exceed the maximum dimensions of a medium parcel, will be sent with Parcelforce. 

5) Parcels can be collected in person in Lowestoft. If you would like to collect your item in person, please use the coupon code COLLECTIONINPERSON I will then contact you to arrange for an appointment. Items can not be collected on Saturdays or Sundays. 
If you choose to collect your item in person, your purchase must still be paid with Paypal through the Etsy website, and your parcel must be collected within 30 days after purchase. If no appointment is possible during those 30 days, I will contact you to know if you prefer to cancel your order or have it delivered. 

6) If you can not be present to sign your parcel, you can provide me with the address of a neighbour, family... or your office's address. Please ALWAYS check with neighbours if your parcel has been marked as "Delivered" by postal services, but you haven't received it. 

6a) IMPORTANT NOTICE CONCERNING DELIVERY TO A NEIGHBOUR IF YOU ARE AWAY, AND RE-DELIVERY ARRANGEMENTS IF YOU ARE AWAY. Please always make it clear and explicit to me if you do not wish your parcel to be delivered to a neighbour. I will then write it on the parcel itself. 
In case no instruction has been given about this, it will be considered by postal services as an implicit agreement that your parcel can be delivered to a neighbour. 
In case of absence, you can pick up your parcel at a depot, or re-arrange a delivery directly with the postal service. Usually, three delivery attempts are made, after which your parcel will be kept at the depot for a certain number of days (see Royal Mail or Parcelforce's terms and conditions). 
In case nobody can collect the parcel at the depot, it will then be returned to me, and you will afterwards receive a full refund (item + initial postage) on your Paypal account. 

If a customer does not pick up a parcel at a depot and the parcel is returned to me by the postal services, the customer will receive refund after I have received the returned parcel. I can not possibly refund customers as long as their parcel is still at their disposal in a depot or post office, or if another delivery can be arranged. Sorry about that. 

If a parcel has been lost by postal services, the customer will receive refund once I have had confirmation by postal services that the parcel has been lost. 



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DETAILS FOR INTERNATIONAL CUSTOMERS ONLY 

All items, including books, are sent "Tracked and Signed". All parcels weighing more than 2 kg, or that exceed the maximum dimensions for international parcels as defined by Royal Mail, will be sent with Parcelforce, or sometimes UPS, depending on the destination, the item, or the availability of the courier. 

By buying from this shop, international customers outside the European Union accept to pay any custom taxes and/or fees asked by the autorities of their country. 
These taxes and fees are independent from Retrofanattic. They are not included in the total price (item + postage) and are not refundable by Retrofanattic. 
Your parcel may be held by the custom authorities of your country, sometimes for a few days, in order to check them. This delay is not included in the delivery estimates. 

If you can not be present to sign your parcel, you can provide me with the address of a neighbour, family... or your office's address. In case of absence, please see terms and conditions for the delivery company in your country (to book a redelivery or pick up the parcel at a depot). 

If a customer does not pick up a parcel at a depot and the parcel is finally returned to me by the postal services of your country, the customer will receive refund after I have received the returned parcel. 
The refund will be full or partial, depending on the circumstances : 
- Full if Retrofanattic is not charged any cost for the return for the international parcel. 
- Partial in case Retrofanattic is charged for the return of the international parcel: initial payment (item + initial postage) minus the cost of the return postage. 
I will always provide a proof that Retrofanattic had to pay for the return postage.Edit



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Refunds and Exchanges

RETURNS (This applies to UK and international customers) 

Returns are accepted, except for downloadable products where no return or refund is accepted ONCE THE DOWNLOAD OF THE FILE HAS STARTED. 
Please see below for more details. 

- Return (and refund) accepted for all custom orders, except when customers asked me to find a special item for them, which I did not have in stock. 


HOW TO RETURN AN ITEM ? 

- The buyer (you) has 14 days to cancel the item, and then 14 more days to send it back. 

- The buyer will pay for the return postage, and this return postage is not refundable. The only case where I would accept to pay for the return postage is if the item was significantly not as described. 

- the seller (me) has 14 days to refund, starting from the day the cancelled item(s) has (have) been received. 

- if the seller hasn't received the cancelled items, you must then be able to provide a valid proof of postage in order to get your refund. 
So please, always ask for a proof of postage (also called "certificate of delivery" in the UK) or use the UK "signed for" service when you return an item. 
International buyers, please always use the system of "proof of postage" or "tracked and signed" service available in your country. 

The full refund (price of the item + price paid by the customer for initial postage) will take place as soon as I have received the cancelled item. 

All items (and especially fragile items such as ceramics, pottery and glass) must be returned carefully wrapped in their original protection (bubble wrap covering each piece, and the biodegradable peanuts or shredded paper provided). 


ACCEPTED REFUNDS (This applies to UK and international customers) 

- Refunds are accepted when purchases are cancelled and the item returned in its original condition and protection. Please always ask for a proof of postage or use the Signed For service. 

- Refunds are accepted if items sent to you arrive broken (please see below) 

- Refunds are accepted if items are lost by postal services (please see below) 

If you need a refund for another problem, please contact me. I am here to help. 


TO ANSWER SOME QUESTIONS ASKED BY CUSTOMERS, PLEASE NOTE THAT NO REFUND IS ACCEPTED IN THE FOLLOWING CASES : (This applies to UK and international customers) 

---> I can not possibly refund customers as long as their parcel is still at their disposal in a depot or a post office, or if another delivery can be arranged. 

---> If an item is returned without its full original protection (bubble wrap, polysterene...) AND arrives broken or damaged (other than damages described in the listing), then no refund will be accepted. 

---> Refunds are not accepted if a buyer hasn't asked for a proof of postage or used the Signed For service when returning an item AND the seller hasn't received the item. 

---> Refunds are not accepted if an item, when sent Signed For (= Tracked and Signed) is marked as "Delivered" on the postal service or courier's website, and a signature is shown. Please check with neighbours as parcels are often delivered to them in case of absence. Retrofanattic can not be held responsible for parcels delivered to neighbours, or to a wrong address. 


REFUND OF POSTAGE COSTS. According to the Consumer Contracts Regulations of 2013 which replaced the Distance Selling Regulations, initial postage cost (to send the item to you) is refunded on the basis of the "basic delivery cost" (= 2nd class) when several options are proposed to the customer. Retrofanattic follows these regulations. 

Examples : 

- if only Signed For options are proposed, and the buyer chooses 1st class SF delivery, the seller will refund the price of 2nd class SF and not 1st class SF. 

- if both standard delivery and Signed For delivery options are proposed, and the buyer chooses 1st Class Signed For, the seller will refund on the basis of 2nd class standard delivery. 

If you wish to have more information, please read the 2013 Consumer Contracts Regulations : https://goo.gl/WATmcU




ITEMS BROKEN OR LOST BY THE POST OFFICE (This applies to UK and international customers) 

My glass or ceramics, china, pottery... items are always very, very carefully protected in bubble wrap, + with polystyrene peanuts and/or shredded paper filling the remaining spaces of the box. Moreover, when an item is fragile, I always stick some "Fragile" tape on the box. 
It is thus very unlikely that an item will arrive damaged (other than possible damages due to age and always described in the listing) or broken. 

However, should an item be damaged or broken during transit, please take a minimum of two photos of it, and also of the package, send these photos to me through Etsy and I will issue a full refund (item + initial postage -please see above) on your Paypal account. 

Most items are sent Tracked and Signed, including in the UK, so if an item does not arrive as soon as it should, it is probably not lost, but late. Items sometimes take a long time to arrive, especially at Christmas time, or because they have to go through customs in your country. This delay is not counted in the estimated delivery date. Please do not worry about your parcel. I always keep an eye on the items I have sent. I check daily to see where they are, even when my shop is temporarily closed, and I contact the buyer if I notice that the parcel is abnormally late* (= it is still in transit, and no delivery attempt has been made). 

So, if your parcel is late, I will contact the UK postal services, and your country's postal services if sent abroad, and finally issue a full refund (item + initial postage, please see above) on your Paypal account once I have had confirmation by postal services that the parcel has been lost. 

Please remember that I can not possibly refund customers as long as their parcel is still at their disposal in a depot or a post office, or if another delivery can be arranged. 


*Abnormally late = I will check a parcel if it has not arrived after : - 15 days (excluding sundays) if sent 2nd class in the UK - 7 days (excluding sundays) if sent 1st class in the UK - 30 days (excluding sundays) if sent to other countries.



Additional policies and FAQs


ADDITIONAL POLICIES. (This applies to UK and international customers) 

If you wish to make an offer on an item, please send me a Custom Order Request. If I accept your offer, I will then make a custom order for you. 
---> IMPORTANT : custom orders are valid for one week, from the day they are sent, after which they will be cancelled if you haven't proceeded to the checkout. 
Returns and refunds are accepted for all custom orders, except when customers asked me to find a special item for them, which I did not have in stock. 


Please contact me if you are looking for a special item, as I may have it in my stock even if it is not for sale on Etsy yet. If so, I will put it for sale in this Etsy shop and inform you as soon as this is done. 


If there is an item you like but can't buy immediately, you can reserve it for a week maximum. One item maximum per person. No more than two items can be reserved at one time in the shop. Thank you.