Returns Policy

Your satisfaction is our #1 priority.

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

Reasons for Returns

Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself.

Returned by Customer - Please contact us before returning any products at support@retro-poster.com. We do not refund orders for buyer’s remorse. Size exchanges are to be offered at your expense. A new order would need to be placed for an updated size if you choose to accept or offer size exchanges.

Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore Retro-Poster reserves rights to refuse returns at its sole discretion.

 

FAQ

What if the order is lost in the mail?

For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. But no worries! We'll cover the costs of reprinting and shipping a replacement order for you.

We may ask for your help before doing that, like confirming that the shipping address was correct. It would also be good to double check that you got in touch with your local post office to try locating the lost order.

Keep in mind that if tracking information states an order was delivered you think haven't received it, we won't take responsibility and reship that order. In that case, any replacements would have to be at your expense.

What happens if a package isn't delivered to you, but the tracking states that it did?

Retro-Poster will cover a variety of courier errors such as lost or damaged in transit, postage due errors or generally misrouted packages when tracking provides no clear details or cause.

In the rare cases that a parcel is marked as delivered by the courier, but the recipient reports they have yet to receive it, Retro-Poster would not cover the cost of reshipping the order. Again, this only applies if the tracking details state that a delivery was made to the recipient's address.

In most instances, it is found that the delivery was made, but the package was left in an unexpected location at the recipient's address. Recipients should reach out to the courier and inquire if any additional details were left by the delivery person - e.g. "left under table on back porch."

If you are unable to locate the package, you will need to place a new manual order to have it reshipped. We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

How long do I have to submit a claim for a return/exchange?

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product is received. For packages lost in transit, all claims must be submitted no more than 4 weeks after the estimated delivery date.

How are returns handled differently when comparing quality concerns or you change mind?

Any returns or problems that occur because of an error on our part will be handled at our expense. Cases where you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order. If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.

What if a frame breaks during shipment?

We guarantee each product from the moment it leaves our shop to the point it is received by the customer. If any order arrives broken, damaged, incomplete, or wrong, we will reship their order to ensure you are satisfied with the product.

What if your address was wrong?

If the recipient's address was wrong, then you are held responsible. Usually, the package is sent back to the return address and then we'll contact you for an updated address. However, the packages are sometimes not returned to the sender. In this case, you would have to process a new order to replace the original.

What if the product is damaged in the mail?

We ask for photo verification of the damaged goods sent to support@retro-poster.com, then we'll gladly send a replacement at no cost to you.