Return & Exchange

At Artel Retro, we want you to be completely in love with your purchase. However, if you are not fully satisfied, we are here to help.

Policy Overview: You have 7 days from the delivery date to request a return or exchange.

(Example: If tracking shows delivered on the 10th, you must request a return by the 17th.)

Restocking Fee: Please note a restocking fee of 10% (minimum $20 USD) per order will be deducted from your refund to cover processing and handling.

Cancellations

We can only cancel orders before they have been shipped. If you need to cancel, please contact our Concierge Team at support@artelretro.com immediately.

How to Return

We operate two warehouses: one in the US and one in China. The return location depends on your shipping address.

🇺🇸 For US Customers

  1. Visit our Return Portal and choose "Request Return."
  2. Select your reason for return. We will review your request within 24 hours.
  3. Once approved, you will receive an email with step-by-step instructions and a shipping label.
    *Note: The cost of the return shipping label will be deducted from your final refund.
  4. Drop off your package. We strongly recommend obtaining a receipt from USPS/UPS as proof of shipment.
  5. Once shipped, please upload your tracking number to the Return Portal.

🌍 For International Customers

  1. Visit our Return Portal and choose "Request Return."
  2. We will review your request within 24 hours.
  3. Once approved, you will receive an email with the return address in China.
  4. You are responsible for purchasing your own return label. We recommend using a carrier that provides tracking and insurance.
  5. Important: You must include your Order Number and Name inside the package so we can identify your return.
  6. Once shipped, please email your tracking number to our Concierge Team at support@artelretro.com.

Eligibility & Conditions

To be eligible for a refund or exchange, items must meet the following criteria:

  • Timeline: You must ship the item back within 7 days of your return request being approved.
  • Condition: Items must be unworn, unused, unwashed, and in their original packaging with all tags attached.
  • Non-Returnable Items: The following are final sale and cannot be returned:
    • Accessories
    • Items marked 'SALE'
    • Gift Cards
    • Custom Orders
  • Damage: We cannot accept returns that have visible stains, marks (makeup/deodorant), smears, tears, or smells.

Damages & Issues

Please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong item, contact support@artelretro.com immediately.

  • Our Mistake: If the return is due to a quality issue or our error, Artel Retro will cover the shipping costs and any applicable taxes.
  • Personal Preference: If you are returning an item because it does not fit or you simply changed your mind, you are responsible for return shipping costs.

Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund.

  • If approved, the refund (minus the restocking fee and shipping costs) will be processed to your original payment method.
  • Please allow 3-5 business days for your bank or credit card company to post the refund to your account.

Questions? Contact our Concierge at support@artelretro.com