FAQ

Customer service is at the heart of what we do, and it is our priority to put you at ease while shopping at RETROMAS.COM. Below is a list of commonly asked questions to help you navigate through our online store. If you have a query that is not listed here, please feel free to get in touch with us at support@retromas.com.
Q: What currency do you use and what forms of payment do you accept?

A: All orders will be processed in US Dollars (USD). The currency converter is a convenient tool for your reference only. We currently accept Visa, MasterCard, Discover and American Express. You can also choose to pay with your PayPal account. 

 

 Q: Is it safe to use my credit card on your site?

A: Yes. At RETROMAS.COM, we use multiple electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.

 Q: How long does it take for my order to ship out? 

A: Please allow 3-6 business days for the items to be shipped. Once your item has been shipped, you will receive a confirmation email with your tracking code to locate your package.

If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days or more. Orders with out-of-stock item(s) may take an additional 5-7 business days to process before shipping.

Orders places on the weekend and select holidays will be processed on the next business day. Please note that certain pieces are made to order or may be out-of-stock and can result in extended delivery time or cancellation.

International orders

International shipping usually take approximately 10-16 business days from the shipped date, excluding holidays.  All rates are quoted in U.S. dollars.  Please note: International shipments may be subject to import taxes, duties, and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient.  Additionally, all times listed are estimates only and are not guaranteed.

Retro Mas ships your package DDU, duties and taxes unpaid and does not collect VAT, duties and/or taxes and cannot predict what your particular charges may be. For more information regarding your country’s custom policies, please contact your local customs office. USPS’s local country affiliates will charge the recipient all applicable duty, taxes, and/or brokerage fees C.O.D. in the local currency at the time of delivery.

All taxes, duties, and customers fee are the responsibility of the recipient of the package. Your local post office or carrier can give you information on the method of payment accepted for the duties, taxes, and other fees collected upon delivery.

Q: Why was my order cancelled?

A: Retro Mas was unable to verify the billing information that was entered on the order.  If the billing address does not match with what the credit card issuer or bank has on file, the order will be automatically cancelled.

If you order has been cancelled, please contact your credit card issuer or band to verify that the billing information is correct. Afterwards, create a new order using the correct information.

If you still need assistance, please contact us through the “Contact Us” link.

 

Q: How do I cancel an order?  

A: Any cancellations of standard orders must be done within 24 hours from time of order to avoid any additional fees or charges.  Please note there are no returns, refunds on special / custom orders.

Q: What if my package has been lost or stolen? 

A: RETRO MAS IS NOT responsible for lost or stolen packages.

Please contact the carrier with your tracking number to file a claim.

 

Q: What do I do if I wrote the wrong shipping address?

A: If your order is returned due to incorrect address, a fee will be charged to ship it again. Please contact support@retromas.com for more information.

 

Q: California Tax

A: There will be an additional state sales tax added to all orders from California buyers. 

 

Q: How do we contact customer service?

A: Please email us at support@retromas.com.

 

Q: How to take care of jewelry?

Fashion jewelry REQUIRES special care to ensure a longer life span.

Simple steps to care for gold or silver plated jewelry:

Avoid water or any liquids (perfume, lotions, etc).  Clean the chains after use, with a soft dry cloth to remove skin oils and dust.  Store away from sunlight, ideally on a jewelry box or zip lock bag – the sun will discolor the piece and air contributes to oxidization.  Your lifestyle, climate and the pass of time will eventually age the pieces but following these instructions will ensure a longer life-span of your jewelry.

All jewelry should be taken off before showering/swimming/exercising, and kept clean & dry in a closed storage when not in use. It will last much longer this way.