FAQs

INTRODUCTION

Need some help with your order or got a burning question that you need answered pronto? Just click on one of the sections below to find the answer :

If you still can't find an answer to your question, please give our Rektro Team a call on : 0333 030 7273 and we will be happy to help. (Calls to 03 numbers cost no more than a national rate call from a landline. Refer to your service operator for mobile phone charges).  We’re open Monday to Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm. (We are closed Christmas and Easter Day).

DELIVERY 

Rektro Delivery Charges

Standard Delivery is £3.99 

Next Day Delivery is £6.99 (Not available currently) 
International Delivery is £5.99 for European Union & Scandinavia and £6.99 for the Rest of the World.

Will l be charged for a Back Order 

Please see our definition of a Back Order in the “Your Order” section of our FAQs below. Please be assured that, whilst the delivery charge is printed on each invoice we send, you will only ever be charged postage once for your complete order. You can check this on your account at www.Rektro.com or with internet banking.

Has my order been despatched?

When your order leaves us, a second email is generated to confirm this – if you don't receive an email within 4 working days, please call the Rektro team on 0333 030 7273 (Calls to 03 numbers cost no more than a national rate call from a landline. Refer to your service operator for mobile phone charges).  We’re open Monday to Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm. (We are closed Christmas and Easter Day).

Which Home Delivery Service do we use?  

We use Royal Mail UK Standard Delivery. Unfortunately, this service can’t be tracked. 

International orders are shipped via Royal Mail or equivalent local operators. Local import duties may be payable on receipt.

Can I track my order ?

Unfortunately, we do not provide a tracking service currently. 

Will I be charged for a back order 

Please be assured that, whilst the delivery charge is printed on each invoice we send, you will only ever be charged postage once for your complete order. You can check this on your account or with your banking provider.

It’s outside my delivery timeframe, what should l do ? 

Once your order has been dispatched you will receive an email from us with estimated delivery information.

Should you still require further help, or if you have placed an order for international delivery, please email us at enquiries@rektro.com or contact us as follows : 

• In writing to : Rektro Team, Unit C, Empress Park, Empress Road, Southampton, SO14 0HH
• By telephone : 0333 030 7273 (Calls to 03 numbers cost no more than a national rate call from a landline. Refer to your service operator for mobile phone charges).  We’re open Monday to Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm. (We are closed Christmas and Easter Day).
  

YOUR ACCOUNT 

Do I need to set up an account with you when I buy something?

Setting up an account is really easy and only takes a few minutes. You'll need to give us your name and address details and then create a password, which you can use to access your account at a later date. With an account you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order. Alternatively, if you'd prefer not to create an account, you can select "Continue as guest" instead. You'll still need to enter your name, address, email and payment information, but these won't be stored. You won't be able to track your order if you select this option though. If you have visited our website previously via the same device as an account customer or as a guest, the automated cookie settings will remember some of your personal details. For more information about our privacy policy and handling of personal data please click here.    

How do I change and check my account details?

By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren't able to change the delivery address on an active order, so please ensure you select the right details.

I’ve forgotten my password, what shall I do?

No problem – all you need to do is grab a password reminder. You can find this at the 'Login/My Account' section of the site. Simply click on the 'Forgotten your password?' link and we'll email it over to you.

My account has been suspended, what can I do to restore it?

This happens after 3 unsuccessful login attempts. Your password is case sensitive, so please bear this in mind when entering your details. If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure. To resolve this, all you need to do is let us know via email at enquiries@rektro.com or phone (0333 030 7273) (Calls to 03 numbers cost no more than a national rate call from a landline. Refer to your service operator for mobile phone charges).  We’re open Monday to Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; and Bank Holidays from 10 am to 4 pm (Closed Christmas and Easter Day).
and we can unlock your account and resend your password reminder over to your registered email address. Be assured that the crew member you deal with does not have access to your password details.

YOUR ORDER

What methods of payment can I use?

We can accept the following cards online or you can check out using Mastercard, Visa, American Express, Applepay, Paypal.

Sadly, we’re not able to accept cheques or payments Visa Electron, Solo or Laser.

How do I redeem a discount code or take advantage of a special offer?

To redeem a discount code; select the basket icon, click ‘View Bag’ and enter the code into the ‘Add a Promotion Code’ box. If you proceed to checkout without entering your code you’ve gone too far and need to go back to your Shopping Bag. You can only use one promotional code per order.

Why isn’t my voucher code working?

Double check you haven’t clicked through to the checkout before adding your voucher code, as it can only be entered while you’re in the Shopping Bag. Voucher codes are set to expire after a certain time, so it might be that you’re using an outdated code. Most of our vouchers are for single use and case sensitive. They also cannot be used during Sale periods, and you can’t use more than one on a single order.

I forgot to use my offer code - can I claim it afterwards?

This is simple to fix – as long as the code was valid at the time of ordering, all you need to do is wait until you receive the parcel, then email us at enquiries@rektro.com with the code and your order number. We'll then refund the amount back to you.

Can I add to an existing order?

We can't add to orders online, but if you call the Rektro Team on 0333 030 7273 within a few hours of your original order, they'll put through another one without the postage charge for you. Please note that they will need your card details.

Can I split my order across multiple delivery addresses?

Unfortunately, we're not able to split a single order. A quick fix for this is to give the crew a call on 0333 030 7273 – they can place a new order for you without charging extra delivery. (Calls to 03 numbers cost no more than a national rate call from a landline. Refer to your service operator for mobile phone charges).  We’re open Monday to Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm. (We are closed Christmas and Easter Day).

Can I cancel / Change my order online?

Unfortunately, our website does not currently allow you to change or cancel anything yourself – give us a call as soon as you can on 0333 030 7273 and we'll do our best to help you. You are advised not to email your request, as we only have a limited amount of time to alter orders and we may not reach your request in time this way.

When will I be charged for my order?

If you paid for your order by credit or debit card then we won’t take any money from you until it has been dispatched from our warehouse. Payments made through PayPal are usually taken from your account instantly. Unfortunately, we do not offer credit or “buy now, pay later” payment terms currently.

What is a Back Order?

If there's something on the website you really love but the stock isn't due for a few more weeks, you can pre-order it before it arrives in our warehouse. Once you've selected a colour and size, you'll see the expected delivery date displayed above the "add to bag" button. You may find that an item is on Backorder, which means that the product has been delayed. If this is the case, you'll see the message "Order now, available from dd/mm/yy".

Can I order over the phone?

We're always more than happy to place orders over the phone for you – just call the Rektro Team on 0800 055 7273.  (Calls Free from a landline. Refer to your service operator for mobile phone charges). We'll be in the office between Monday and Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm (Closed Christmas and Easter Day).

Please note that from time to time we may close the lines for training purposes and during the first day of the online End of Season sale.

The goods in my shopping bag have just sold out, so what’s happened?

Goods are not allocated to you until order confirmation is sent to you – adding items to your shopping basket does not automatically reserve them for more than a few minutes. If the order is not placed within that timeframe, it may go out of stock. 

Can I buy using Rektro Gift Cards online?

Rektro doesn’t currently offer this service.  If you see a gift card online or anywhere else in the public domain, please contact us on 0333 030 7273 or online at : enquiries@rektro.com so we can help.

What is a card security code?

Your Security Code is just a little extra security for online and phone transactions. This number can be located on the signature strip on the back on your card – we only require the last 3 digits of this number.

Why has my card been declined?

We will not decline transactions at checkout, only authorise the amounts in the shopping basket. If your bank does decline a payment, please contact them directly so they can rectify this for you. Please be advised that the authorised amount will show on your account for around 7 working days, until the products have been shipped to you. Until this time, the payment amount will not be debited from your account, it has only been ring-fenced from your available balance.

What does a postcode verification failure mean?

This means that the details you've given us do not match the details your bank has for you - please ensure your billing address matches your statement address exactly. Rather than attempt multiple transactions online, it's best to give the Rektro Team a call on 0333 030 7273, who will be happy to place your order over the phone. (Calls Free from a landline. Refer to your service operator for mobile phone charges). We'll be in the office between Monday and Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm (Closed Christmas and Easter Day).

Why have you sent me a security email?

Additional checks are run on all orders with certain criteria, for your safety as well as ours. The call to complete this check will be very brief and we will never ask for your full card details. Please be aware that if your order has been flagged for a security check and you do not contact us within 5 working days your order will be cancelled.

Has my order been successfully processed?

Once your order's gone through, you should receive an email with an order number. If you don't receive an email, just double check that you've spelt your email address correctly. If you've checked and you're still unsure, give the Rektro Team a call on 0333 030 7273 or email us at enquiries@rektro.com and we will be able to confirm. (Calls Free from a landline. Refer to your service operator for mobile phone charges). We'll be in the office between Monday and Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm (Closed Christmas and Easter Day).

Will I be charged customs and import duties on international orders? 

As we ship from Rektro here in the UK, you wouldn't pay Customs and Import inside the European Union (EU), until such times that we cease to belong to the customs union altogether. Outside the United Kingdom or EU, charges may apply when the goods reach their destination. We don't have any control over the amounts charged. Please note that in exceptional circumstances and your order is over a certain weight, we may have to split the delivery into more than one parcel resulting in more than one charge – unfortunately this is beyond our control.

PRODUCT INFORMATION

Where can I find the sizing guide?

There is a link to the size guide on every product page – this is only a guide as every product is cut differently. If you're at all worried, just call the Rektro Team on 0333 030 7273 and they'll be able to give you a bit more information. (Calls Free from a landline. Refer to your service operator for mobile phone charges). We'll be in the office between Monday and Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm (Closed Christmas and Easter Day).

Where do our products come from?

We follow very strict responsible sourcing guidelines for the sourcing of all our materials and we regularly monitor our suppliers carefully to ensure they adhere to these high standards.

RETURNS AND REFUNDS

Can I return a product?

Rektro allows the Customer to return ordered items within thirty (30) calendar days from the date of our receipt of the order. However, we are unable to accept returned goods that have been personalised or unless it is unworn and in its original condition and packaging.

How do I return an item that I have ordered?

If you decide an un-personalised item is unsuitable, you may exchange it or obtain a full refund. Your statutory rights are not affected. To do so, please send the goods back to us along with the receipt or bill of purchase that accompanied the original parcel.  In the event that you no longer have the receipt, please include your full name, billing address and email address so that we can process the return.

Will I be refunded the delivery or return postage costs?

Unless you placed an order offering free returns, all returns will not be refunded the postage, unless  the items are damaged or incomplete goods, in which case we will agree to a postal refund.

Where do I return items to?

Please send any returns will send products to us at the following address : Rektro,  Unit C, Empress Park, Empress Road, Southampton, SO14 0HH

Please note : products must be returned in their original condition and packaging, as delivered to the Customer, and must not present any signs of damage, wear and tear or use.

How quickly will I get my refund?

Rektro will pay the refund or make an exchange within 30 days from the date of receipt of the returned parcel.

What if I need further assistance with returns?

Don’t worry, simply contact the Rektro Team at enquiries@rektro.com we'll help!

Do you offer a gift wrapping service?

We'd love to be able to offer a gift wrapping service, but we don't have the facilities to do this right now. If you send a delivery directly to another recipient, it will still have the tags attached and the invoice enclosed.

What if I receive a gift that I am not keen on?

We want you to love everything about your new Rektro clothing! However, if you are not delighted with your items it’s not a problem, we are happy for you to return or exchange them with your order receipt and returns form within 30 days from receipt.

You can return your unwanted goods to us at the following address:

• Rektro Ltd, Unit C, Empress Park, Empress Road, Southampton, SO14 0HH 

• For all other enquiries regarding orders, exchanges and returns : contact us on : 0333 030 7273 (Calls to 03 numbers cost no more than a national rate call from a landline. Refer to your service operator for mobile phone charges).  We’re open Monday to Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm. (We are closed Christmas and Easter Day).
  

What if I am still not happy?

Our aim is for all of our customers to love everything we do. In the unlikely event this is not the case we want to know about it as soon as possible so that we can put it right for you and ensure that it doesn’t happen again.

For any other complaints we advise that you contact the Rektro Team on 0333 030 7273 where our we will be happy to assist you immediately and resolve any problems you may have experienced.

We aim to resolve all complaints within 10 working days unless there are extenuating circumstances.

What is our formal complaints procedure?

When we receive a formal complaint from a customer relating to a dispute that has yet to be resolved, we will make our best endeavours to take the following course of action :

1. Tell to us about your complaint, by whichever method you wish.

2. We will investigate the complaint; this will typically be done by the crew who the complaint was originally made to. If they are not available, it will be handled by another member of the Customer Service Centre crew.

3. The complaints handler will contact you to discuss our findings and offer a resolution.

4. Once a resolution is agreed your complaint will be closed and we will email you with a summary. 

5. If at this stage you are unhappy with the action that has been taken please contact us again and we will arrange for a review of the decision that has been made.

6. We will contact you within 10 working days with our final position and explaining our reasons for this - this is the company’s formal stance on this issue and cannot be changed.

In the unlikely event that our customer service team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to RetailADR (previously ‘The Retail Ombudsman’), which is a certified Alternative Dispute Resolution provider. We are a member of RetailADR and follow their Scheme Rules, which means that we will be bound by their decision.

You may contact RetailADR:

• In writing at RetailADR, 12-14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW; 
• By email at enquiries@cdrl.org.uk; 
• By web at www.retailadr.org.uk; or 
• By phone on +44 (0)20 3540 8063. 

If your complaint is regarding an Online Order, the EU Online Dispute Resolution platform is available at https://ec.europa.eu/consumers/odr/main/?event=main.home.show. Please note that complaints submitted to the EU platform will be directed to RetailADR. 

If you have any questions about our complaints procedure, please contact the Customer Service Centre on 0330 030 5577. (Calls to 03 numbers cost no more than a national rate call from a landline. Refer to your service operator for mobile phone charges).  We’re open Monday to Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm. (We are closed Christmas and Easter Day).

If after following our complaints procedure you feel that we’ve not resolved your complaint, then you can use the Online Dispute Resolution service by following this link.

For any purchases made online, if we reduce your items within 24 hours of ordering, please email enquiries@rektro.com and we will refund the difference back to you, no problem at all.

VAT AND CUSTOMS FOR INTERNATIONAL ORDERS 

Delivery charges on children’s clothing are exempt from VAT.

We do no currently sell any children’s clothing, so VAT is applicable on all our goods for sale.

How much VAT will I pay?

Orders shipped to the UK, or within the European Union (regardless of invoicing address) are liable to pay VAT at the current 20% rate and as such are always included in the sale value of the goods.

If you require a VAT invoice, please email enquiries@rektro.com or call the Rektro Team on 0333 030 7273 with your order number to hand. Please specify whether you require an email or paper copy of this information – either way, it'll be with you in just a few days.

CONTACT INFORMATION

Orders

To place an order, please click on this link to our shopping page menu or just call the Rektro Team on our orders hotline : 0800 055 7273.  (Calls Free from a landline. Refer to your service operator for mobile phone charges). We'll be in the office Monday to Friday from 8 am to 6 pm ; Saturday and Sunday 9 am to 4 pm; Bank Holidays from 10 am to 4 pm (Closed Christmas and Easter Day).

Queries and Customer Service

Should you need to contact us if you have any queries please note our full contact information below :

• Via email : please contact the Rektro Team at enquiries@rektro.com anytime.  

• In writing to : Rektro Team, Unit C, Empress Park, Empress Road, Southampton, SO14 0HH

• By telephone : 0333 030 7273 (Calls to 03 numbers cost no more than a national rate call from a landline. Refer to your service operator for mobile phone charges).  We’re open Monday to Friday from 8 am to 6 pm ; Saturday and Sunday from 9 am to 4 pm ; Bank Holidays from 10 am to 4 pm. (We are closed Christmas and Easter Day).