Made to order, checked for quality, handled with care.
RETROGEMA products are made to order through our fulfilment partner, Printful. That means your item is created especially after you place your order, rather than picked from a pile of ready-made stock.
Because of this, we usually cannot accept returns or exchanges just because you changed your mind, ordered the wrong size, or decided the item is not quite your vibe after it arrives.
However, if your item arrives damaged, misprinted, defective or incorrect, we’ll help get it sorted.
No boss battle required.
Faulty, damaged or incorrect items
If your item arrives damaged, defective, misprinted or you receive the wrong product, contact us as soon as possible at:
support@retrogema.co.uk
Please include:
- Your order number
- A short description of the issue
- Clear photos of the item
- A photo of the packaging, if relevant
We need this information so we can review the issue and raise it with Printful where needed.
Printful requires claims for misprinted, damaged or defective items to be submitted within 30 days after the product has been received.
Wrong size or change of mind
Please check the size guide carefully before ordering.
Because RETROGEMA items are made to order, we do not usually accept returns or exchanges for:
- Ordering the wrong size
- Changing your mind
- Deciding you no longer want the item
- Choosing the wrong colour or style
- Buyer’s remorse, the true final boss of online shopping
This does not affect your legal rights if the item is faulty, damaged, misdescribed or incorrect.
Order issues must be reported quickly
If there is a problem with your order, please contact us within 30 days of receiving it.
For lost packages, please contact us within 30 days after the estimated delivery date.
The sooner you tell us, the sooner we can investigate and try to fix it.
Returns address
Please do not send items back without contacting us first.
As RETROGEMA uses Printful for fulfilment, returns may need to be handled through Printful’s process. We’ll confirm the correct next steps once we’ve reviewed your issue.
Items sent back without contacting us first may not be accepted or processed correctly.
Refunds and replacements
If your item is confirmed to be faulty, damaged, misprinted or incorrect, we may offer a replacement, refund or another suitable solution depending on the issue.
Refunds are usually returned to the original payment method.
Please allow time for your bank, PayPal or payment provider to process the refund after it has been issued.
Failed delivery, wrong address or unclaimed parcels
Please make sure your shipping address is correct before placing your order.
If an order is returned because of an incorrect address, failed delivery or an unclaimed parcel, contact us and we’ll review the next steps.
Additional shipping costs may apply if the order needs to be resent.
UK customer rights
RETROGEMA currently sells to UK customers only.
UK consumer law gives customers rights when buying online, including rights where goods are faulty, damaged, not as described or not fit for purpose. Online customers also usually have cancellation rights, although there are exceptions for some made-to-order, personalised or custom-made goods.
Nothing in this Returns Policy affects your statutory rights.