Welcome to our Frequently Asked Questions (FAQ) Page! Have questions? You're in the right place. We've compiled a list of the most commonly asked questions to provide you with quick and helpful answers. Whether you're looking for information about our products, services, shipping, or anything else, our FAQ page is here to assist you. Save time and find the answers you need right here. If you can't find what you're looking for, don't hesitate to contact our friendly customer support team by visiting the contact page – we're always keen to help.

General Questions

A pre-order occurs when we have incoming stock that has not yet reached our fulfilment centres. Despite this, you can still place an order for these products. We will promptly ship the items to you as soon as the stock arrives, which is usually on or close to the specified date mentioned on the product page. Pre-ordering ensures you secure the item before it becomes available to the general public, and it's a great way to be among the first to receive the latest products.

No worries at all! If you need assistance with anything, the Retain Original customer service team is here to support you. Just send us an email at and let us know about the issue you're facing. Alternatively, type your question directly into the contact page. Our dedicated team will be more than happy to help and will endeavour to resolve any concerns within 48 hours.

At Retain Original, we value your satisfaction and strive to provide excellent customer service. So, feel free to reach out to us anytime you need help or have questions. We're here to assist you and ensure your shopping experience with us is smooth and enjoyable.


If you need to return an item, our 30-day return policy allows you to do so within 30 days of receiving your order. To be eligible for a return, the item must be in its original packaging, unworn or unused, with all tags intact. Please ensure you retain the receipt or proof of purchase.

For more detailed information about our refund process and eligibility criteria, kindly refer to our Refunds Policy. It provides comprehensive details on how to initiate a return, the conditions for refunds, and the timeline for processing.

If you have any specific questions or concerns about refunds, don't hesitate to contact us at We are here to assist you throughout the refund process and ensure a seamless experience. Your satisfaction is our priority, and we want to make sure you have all the necessary information to facilitate a hassle-free return and refund.


To make your shopping experience even more enjoyable, we offer free shipping on all orders. We believe in transparency and want to ensure you don't encounter any surprise costs during checkout. So, enjoy the added benefit of free shipping on your purchases!

Absolutely! If your order has not been shipped yet, we'll be more than happy to assist you in updating your delivery address. To make the change, please send us the new shipping address details as soon as possible. You can reach out to us via email at:

*Please Note: Once an order has been successfully delivered to an incorrect address, we won't be able to redirect or retrieve it. Therefore, we kindly advise you to double-check and verify your address details carefully during the checkout process to ensure smooth and accurate delivery.

 We strive to process orders promptly, and typically, your order will ship within 72 hours of being placed. As soon as your order is on its way, you'll receive an email containing tracking details, allowing you to monitor its journey until it reaches your doorstep.

The delivery timeframes may vary depending on your location. With our standard shipping option, you can generally expect your order to arrive within 4 to 14 business days from the date of shipment. Rest assured, we work diligently to get your order to you as swiftly as possible.

We understand that unexpected delays can be concerning, but there's no need to worry! Although our logistics services typically quote a delivery timeframe of 4-14 business days for standard delivery, there may be situations where they encounter challenges in meeting this estimate.

If your order hasn't been delivered within 20 days, rest assured that we're here to help. Please reach out to us at, providing your order details, and we'll immediately launch an investigation into this matter.

Please Note: The investigation outcome timeline can vary from courier to courier, but we'll do our best to assist you with a timely resolution. Your satisfaction is essential to us, and we'll work diligently to address any concerns you may have.

Still looking for an answer? Head over to our contact page to speak to our team.