Frequently asked questions

  • CAN I COME AND VIEW / SELECT ITEMS BEFORE I BUY?
Retello does not have a shop or showroom facilities - most of our items are kept in storage and for this reason we cannot arrange viewings to the general public. However, we do try and take very detailed photographs of our items and provide honest/informative descriptions of each piece. If you would like to know more about a specific piece, or require further measurements, please contact us and we will be happy to provide this information.
  • ARE YOU ABLE TO STORE ITEMS AFTER I PURCHASE THEM?

We are happy to keep your item/s in storage for up to three weeks after the purchase date. If you require your item/s to be stored for longer then please contact us prior to purchase and we'll arrange it. 

  • HOW DO I MAKE PAYMENTS FOR MY ITEMS?

All prices shown on the website are in Euros, include VAT, but do not include delivery (unless otherwise stated). 

When purchasing your item/s on the website, you can pay using the following payment methods:
Debit or Credit Cards – including Visa, Mastercard & American Express 
PayPal – using your PayPal account

  • WHAT IS THE RETURN POLICY?

New Items
We want you to be 100% happy with your purchase and will fully refund (or exchange if possible) any NEW item. Please inform us within 48 hours of delivery that you wish to return an item – then please return it to us within 7 working days. Once received, we will refund the item, less any delivery charges (unless the goods are faulty or incorrect) within 7 working days. Unfortunately we cannot be held responsible for any returned items that are lost in transit, so please ensure that you use a delivery service that is fully insured and provides an online tracking service and required signature upon delivery.

Vintage Items
We regret that we cannot offer refunds on Vintage, Bespoke and Made-to-Order items. We can only offer a refund if your item is damaged or faulty. Please ensure that you check your item/s thoroughly on delivery and notify us of any issues within 24 hours. We will then liaise with you directly to arrange the return and refund of the item. You may be required to send photos of any damage/discrepancies. If in the unlikely event that your item is damaged during transit please contact us and we will work with you to help rectify the issue, or assist with processing a claim with the courier company (if recommended and booked via us).

Please note:  
It is the responsibility of each customer to ensure that the item ordered will fit through all access points and into the space intended. Sorry, but Items cannot be returned because they do not fit.

  • WHAT ARE THE DELIVERY CONDITIONS?

All orders are processed and shipped within 1-3 days, excluding weekends and holidays. A tracking number is emailed upon shipment. 

Estimated delivery times:
Italy: 2-7 business days
International orders normally deliver in 1-2 weeks upon shipment, excluding Sundays and holidays, but can sometimes take up to 4-5 weeks due to customs.
We'll do our best to meet these delivery estimates, but can't guarantee them. Actual delivery time will depend on the delivery method you choose.
Retello is not responsible for lost, stolen, or damaged mail.
If you believe your package is lost or stolen, please contact directly the courier.
Items are shipped to the address provided in your PayPal order. 
Retello is not responsible for returned packages due to incorrect addresses. 

 

You are welcome to collect items yourself, please contact us with a list of the items you wish to purchase and we'll set up a bespoke order which excludes any shipping charges. Please note: Collections are by prior arrangement only as we need 48 hours notice to get items out of storage and ready for collection. If you are collecting large/furniture items then we recommend that you bring plenty of old blankets/straps/rope to secure larger items during transit. Please also don't forget to measure your vehicle to ensure the items will fit, so that you don't have a wasted trip.