F.A.Q.

General Questions:

• How can I contact Customer Care?

  Please refer to our complete contact list by clicking here.

• I forgot my password. What can I do?

  On your log in page you will find an option ‘Can’t remember password’.  Simply click on this button and follow the straightforward prompts on screen. You will then receive your password by email.

• Is my personal information kept private?

  All the information you share with us will be kept private and confidential. We guarantee you that we will not share, rent or sell your personal information without your consent.

  We may use the information you provided us to inform you of any news or special events.

  However, if you prefer not to receive these emails, please click here.

• How do I find the right style?

  Just go to the style adviser page, which offers some great tips for finding your perfect pair of sunglasses.

  We also offer a virtual try-on facility, which allows you to virtually try on all the sunglasses we stock by uploading a picture of yourself. You can try on different styles to find the perfect pair for you.

• A product is showing out of stock. Will you be selling it again?

  All our sunglasses at Retrosun are the original styles from the late 70’s and 80’s with a select few unique pieces from the early 90’s.

  We do not manufacture new stock but rather source vintage stock from around the world. Therefore due to the nature of the product once a style runs out of stock, we can’t guarantee to get it back in again. However, please do contact our customer care department with your request and will do our best to help.

• How can I sign up or stop receiving news and special offers from retrosun.co.uk?

  Simply click here to log in, go to ‘My Account’ and tick the relevant box on that page.

• How do I know the sunglasses you sell are authentic vintage and not reproductions?

  At Retrosun, we guarantee that every item we sell is 100% an authentic vintage designer item.

  You yourself can check the item authenticity by looking for the original style number, which you can find on the inside of the arm of the sunglasses. ourself can check the iMoreover, back in the 70’s and 80’s, all major sunglasses brands, for example, Christian Dior, Paloma Picasso and Cazal were produced in Germany and Austria (in recent years most sunglasses are produced in Italy or China). On the inside of the arm of each of our sunglasses you will see ‘Made in Germany (the name of the relevant country)’, which also clearly indicates the authenticity of the item.

• Do Retrosun lenses have UVA and UVB protection?

  Yes, all our lenses are optical class 1 and offer total absorption of harmful UVA and UVB rays. They surpass current EEC optical requirements.

  When receiving product all lenses are thoroughly checked and in most cases changed to meet our standards.

• Do Retrosun frames stand up to today’s quality standards?

  Our frames even exceed today’s manufacturing standards. This is easy to recognise from the intricate and delicate detailing on all the designs. Nowadays you can only find comparable craftsmanship on hand-made frames. Moreover, the material used for manufacturing the frames was called Optyl, an expensive special memory plastic, which is very flexible and lightweight.

• Do you sell wholesale?

  Yes, if you are interested in stocking our sunglasses in your store, please email us on customercare@retrosun.co.uk or call us on 02071937871.

  If you are an existing stockist, please visit our wholesale website on www.retrosunpartners.co.uk

Orders:

• How do I place an order at retrosun.co.uk?

  Placing an order is easy and straightforward.

  You can either browse by designer (designers A to Z), by collection or even by colour.

  Simply select your items, click the ‘Check out’ option and follow the straightforward prompts on screen.

  Or use our ‘Shopping Bag’ to store your purchase and continue shopping until you’re ready to proceed to check out.

• Can I place an order by phone?

  Yes, simply call our customer care team on 02071937871 and they will gladly help you.

• Do I need an account to place an order?

  Yes, you do. Creating an account will only take a minute. Once created you will then be able to log in to view your details at any point. You will also be able to view your purchase history and have the option to receive promotional emails. If you prefer not to receive any offers or information from Retrosun, please click here to log in, go to ‘My Account’ and tick the relevant box on that page.

• How do I know that my order was placed successfully?

  You will receive an email acknowledging that your order has been received. If an item you have ordered is out of stock, you will be informed immediately and your payment will not be processed. At that point, one of our customer care advisors will be in contact to help you find a similar replacement sunglass should you wish.

• Can I cancel my order?

  Yes, you can. Simply email us at customercare@retrosun.co.uk before we have dispatched the goods to you.

  If the goods have already been dispatched to you, please refer to the refunds and exchange section in our Terms & Conditions page. Simply click here.

Prescription Sunglasses:

• Can I order prescription sunglasses?

  Yes, we also offer prescription sunglasses for nearly all styles.

  OnOn the catalogue detail page of your chosen pair of sunglasses, you will be given an option, called ‘Prescription’. Just click on it and follow the straightforward prompts on screen. If we are not able to provide prescription lenses for that specific style, you will receive a message when clicking on the ‘Prescription’ option.

• Why do you offer prescription lenses for some sunglasses and not for others?

  Whether we offer prescription lenses for a style of sunglasses or not depends on the size of the lenses. For some sizes, we are unfortunately not able to provide prescription lenses.

• Do I need to send you a copy of my prescription?

  No, you just need to provide us all relevant information when you place your order with us.

• Why are the lenses of my prescription sunglasses lighter than expected, when compared to a normal pair of sunglasses?

  Sometimes this might be the case. This is due to the coating and the tint on the prescription lenses. In normal daylight, the lenses might look lighter but as soon as you are going into the sunlight, the prescriptions lenses will automatically go darker.

• Can I return or exchange a pair of prescription sunglasses?

  Yes, for prescription sunglasses we offer the same returns and exchange policy as for normal sunglasses.

  You may return them to us within 14 days of dispatch. We will be more than happy to offer you an exchange or full refund provided that the products are returned in their original condition with the Retrosun security tags on. For full details, please refer to our Terms & Conditions page by clicking here.

Payment:

• Which payment methods do you accept?

  We accept Visa, American Express, Master Card and all debit cards.

• Is it safe to use my credit card online at Retrosun?

  We want you to feel safe when shopping at www.retrosun.co.uk. Therefore, we are using industry-standard SSL technology (Secure Sockets Layer). Through encryption, this technology provides security when exchanging potentially sensitive information.

• When will I be charged?

  After your order has been confirmed, we will process the payment but hold off taking the money until the item has been shipped to you. Only then will we complete the payment process.

Shipment:

• Which countries does Retrosun ship to?

  We deliver internationally to most countries in the world. Please click on this link to view a full list of countries we ship to. If you have any queries please contact customercare@retrosun.co.uk or call 02071937871.

• How do you ship orders?

  All UK orders will be shipped with a domestic courier or DHL. For all other countries, orders will be shipped with DHL.

• What are your shipping rates?

  Please click here to see a table listing all shipping rates.

• How long does it take for my package to arrive?

  Please click here for the estimated delivery times.

• Can I track my order?

  Yes, once your package has been despatched, you will receive an email providing you your unique tracking number and an estimated time of arrival.

  Depending on the courier used, please log on to the relevant website with your tracking number.

  Royal Mail: www.royalmail.com 

  DHL: www.dhl.com

• Do I need to sign for my package upon delivery?

  Yes, we require a proof of delivery and so your signature is mandatory.

• Is my package insured?

  Yes, all packages are insured.

• Can Retrosun ship to P.O. boxes or Aramex boxes?

  Please note that we are unable to deliver to P.O. boxes, apart from in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. We do not deliver to Aramex addresses.

• Will there be any additional duties or taxes payable on my purchase? If so, how much?

  For UK orders: At the payment stage during check out, our system will automatically include UK VAT charges.

  For most destinations: The goods are shipped on a DDP basis (Delivery Duty Paid). At the payment stage during check out, our system will automatically include any additional duties and taxes payable. The amount will obviously vary from country to country.

  To see which countries are shipped to on a DDP basis, please click here.

  For those countries, which are being shipped to on a DDU basis (Delivery Duty Unpaid), our system will not include any relevant duties and taxes. It is your responsibility as a buyer to pay and payment of these is necessary to release your order.

Promotional Codes:

• How do I get a promotional code?

  When you set up an account with Retrosun, you will exclusively receive promotional offers and discounts.

  Please be aware that each promotional code is unique and has a validity date.

• My promotional code is not working? What do I do?

  Every promotional code has a validity date. Please firstly check that the code has not expired.

  If the code has not expired and is still not working, please contact us on customercare@retrosun.co.uk.

Refunds & Exchange:

• Can I return or exchange a pair of sunglasses?

  If you are not entirely satisfied with the products you have chosen, you may return them to us within 14 days of dispatch. We will be more than happy to offer you an exchange or full refund provided that the products are returned in their original condition with the Retrosun security tags on. For full details, please refer to our Terms & Conditions page by clicking here.

• Can I return or exchange a pair of prescription sunglasses?

  Yes, for prescription sunglasses we offer the same returns and exchange policy as for normal sunglasses.

  You may return them to us within 14 days of dispatch. We will be more than happy to offer you an exchange or full refund provided that the products are returned in their original condition with the Retrosun security tags on. For full details, please refer to our Terms & Conditions page by clicking here.

• How do I return or exchange an item?

  Please send an email to customercare@retrosun.co.uk, subject: order number (found on your invoice and order confirmation),

  You need to request a returns number within 7 days of receiving the goods.

  For UK Customers: Please send to the above returns address within 14 days either by Royal Mail recorded delivery or your own courier.

  For all other customers: Please book a collection with DHL. To find the telephone number of your nearest DHL, visit href="http://www.dhl.com"> www.dhl.com and select your country. For full details, please refer to our Terms & Conditions page by clicking here

• Will I be refunded the full value of my order?

  Yes, you will be refunded the full value of your order. This will be refunded back to the credit card used to make your purchases, excluding shipping costs.

  For any orders sent to a destination within the EU, the sales taxes will be refunded. Outside the EU, we are unable to refund customs, duties and sales taxes. You may try to recover these directly by contacting your local customs bureau.

  For full details, please refer to our Terms & Conditions page by clicking here

• How long will it take for me to receive my refund?

  Once your item has been correctly returned to us, you will be refunded your money within 10 days.

• I have received a faulty item, what should I do?

  If you have received a pair of damaged sunglasses or a manufacturing fault occurs within three months of purchase, we are more than happy to exchange or refund you the full amount. For full details, please refer to our Terms & Conditions page by clicking here.