Frequently Asked Questions

Can I change my order?

  1. Once we receive your order we ship the same day. This means that changes or cancellations are rarely possible and cannot be made online. Please call us on xxx-xxx-xxx as soon as possible and we’ll do all we can. If the item ships prior to confirmation of a cancellation, you may return it following our standard returns policy – Returns.


  1. Can I return an item.
    Yes, as long as you make the request within 14 days of receiving it and if it is not a special order, made-to-order, or otherwise designated non-returnable item. You must have the original packaging. It must be in there-salable condition it was delivered to you. Items that have been installed may not be returned. Request a return authorisation number from Customer Service and follow the instructions for a prompt refund
  2. Here is more information about Returns.
  3. When do I get my refund once I have returned an item?
  4. We appreciate that refunds are a priority for our customers. Once we have received and inspected the item we are usually able to apply the refund onto the original payment method within the next business day. Keep in mind that due to shipping, inspection and bank processing times it sometimes takes up to 14 days from the date that you return the item for the refund to appear.
  5. If I return an item how is my refund calculated?
  6. If you change your mind and decide to return an item that is defined as returnable, there is no restocking fee, however you are responsible for the return shipping costs. If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge. Here is more information about Damaged Goods, about Defective Goodsand about Returns.How do I return a product?

    If you want to return an item you may do so within 14 days of receipt as long as it is defined as a returnable item. Just contact Customer Service and we will provide pre-paid return labels. We will need your help in packaging up the item, adding the label to the box and making it available for pick up. Here is more information about Returns.
    What should I do if my payment has been refused when placing an order?

  7. Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another method. Contact Customer Service if you feel that your payment is being refused due to our error. In some cases we may recommend that you contact your credit card company to get the issue resolved. Do you ship overseas?
  8. At the current time we do not have arrangements for shipping items outside the UK. I have a complaint, who should I speak to?
  9. We want to know immediately when you are unhappy about your experience . Please call, chat or email Customer Service right away and we will make our best efforts to address your concern. What do I do if my product has a problem during the warranty period?
  10. If you experience a problem with any product you purchased from us, please contact Customer Service. We will either facilitate a resolution or put you in contact with the someone who can help if we agree the issue is outside the control of Rustic and Retro.
  11. Do you offer discounts on large quantity orders?
  12. We offer discounts for members of the trade such as designers, architects and contractors who have presented appropriate credentials and been approved. In addition we may be able to offer special discounts for large volume orders. Please contact Customer Service with any questions.