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FAQ
Do you take international orders?
Absolutely! We ship to every country. In case there's anything you don't understand or can't read, send us an e-mail.
I'm trying to place an order but my country isn't on the list.
Sorry about that! Please send us an e-mail and we'll add your country right away.
Which shipping options do you offer?
The available international shipping options are FedEx or DPD (currently available for some destinations only) and Registered mail (with tracking information).
What about the shipping costs?
Shipping costs are calculated at checkout. We do our best to ensure we provide the safest and best-value shipping options.
Are duties and taxes included in the shipping costs?
All orders shipped outside the European Union may be subject to import duties, taxes, and customs clearance fees levied by the destination country. These charges are not included in the product price or shipping cost and are the sole responsibility of the customer. We have no control over these fees and cannot predict their amount. By placing an order, you acknowledge that you are responsible for complying with all applicable local laws and regulations regarding importation of goods.
Why do I get an error message if my order's weight is above 2Kg?
Experience tells us it is cheaper to mail two or more parcels below 2Kg than one single but heavier parcel, so please split your order in two or send us an email at retrosaria at me dot com and we will process your order manually. In case you are charged for more than the actual shipping costs we will refund you through Paypal.
What forms of payment do you accept?
We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments all through PayPal.
Where is my order?
Online orders are shipped Tuesday to Friday. As soon as your order is shipped we will notify you by email (and send you a tracking number if you chose Registered mail as your shipping method). You can track your order at anytime at the CTT (Portuguese postal services) website and at your local postal services website as soon as your order reaches your country.
Do you have a mailing list? Where do I subscribe?
Right here. Thank you.
I'm coming to Lisbon. Where is your shop?
Our shop is located at Rua Maria Andrade, 50A (nearest subway station: Intendente). The streetcar 28 stops right across the street. Opening hours: 10am to 7pm tuesday to saturday. Phone number is +351 213 473 090.
I can't find what I'm looking for
Click here to send us an email or write to retrosaria at rosapomar dot com and we will do our best to help you.
Return policy
If you receive a damaged item please contact us immediately to arrange an exchange or refund. In the EU you can return any item(s) ordered online within the legal 14-day cooling off period. Please email us at retrosaria@rosapomar.com for confirmation before sending us your return.
Items must be returned in the condition they were received. We do not accept returns of used items, including yarn that has been wound into balls. Made-to-order items (including shoes and boots) cannot be returned unless they are damaged or faulty.
All sales shipped to destinations outside the European Union are considered final and are not eligible for return or refund.
If, in exceptional cases, a return from outside the EU is authorized, all shipping costs, customs duties, taxes, and any related fees will be the sole responsibility of the customer. If you’re returning an item from outside the EU, the parcel must be clearly marked as "Returned Goods". Any customs, fees or taxes incurred by Retrosaria will be deducted from the value of your return.
Customers located outside the European Union must contact us and receive prior authorization before returning any product. Unauthorized returns may be refused.
Boots and shoes only: if you have ordered the wrong size we can exchange your boots or shoes for another size. Please note the return must be made within 48 hours of delivery using registered mail (with tracking information). Shipping and customs expenses are the responsibility of the customer. Please e-mail us before returning your boots or shoes.
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