Frequently asked questions

Each listing is one precise physical copy, individually described and photographed. When you start the payment, the pieces in your cart are reserved for 30 minutes; if the payment does not complete in that window, they become available to everyone again.

Card, Apple Pay, Google Pay and PayPal, in euros. Payments are processed by Stripe: your card details never touch our servers. The order is charged immediately.

Dispatch within 48 working hours of payment. Three methods: Mondial Relay relay point, Colissimo home delivery, and tracked letter for light games in France. Then count 2 to 4 working days in France, 3 to 6 in Europe, 6 to 12 to Canada.

Yes, from 80 EUR of goods in metropolitan France, for relay point and tracked letter delivery. Home delivery and shipments to Europe and Canada stay at the grid price.

Yes, home delivery, for parcels up to 2 kg. Orders ship DDU: import taxes (5% GST plus provincial taxes) and a Canada Post handling fee (about CAD 10) are collected from you on delivery. Video games and consoles are duty free.

You have 14 days after delivery to withdraw, no reason needed. Tell us by email, send the product back within 14 days in its original condition (return shipping at your expense): full refund within 14 days. For a defect covered by the warranty, return costs are borne by HelloRetro.

The 2-year legal warranty of conformity applies, with a 12-month presumption for second-hand goods. Conformity is assessed against the description of the piece: normal wear described on the sheet (dead save battery, yellowing) is not a defect, but a game that does not start or a console that does not power on is fully covered.

Describe your games or your collection through the buyback form: you receive an estimate within 48 hours, valid 14 days. If the offer suits you, shipping is paid by HelloRetro from 15 EUR of offer (prepaid label).

It is a legal obligation: every second-hand goods dealer must keep a police register (articles R.321-1 and following of the French Penal Code). Your ID document is encrypted on reception and kept 10 years if the buyback completes; if it does not, the file is deleted.

Your choice: a HelloRetro store credit increased by 10%, an instant SEPA transfer, or PayPal. Your IBAN is never stored on HelloRetro.

Each piece carries a condition grade out of 10 and a completeness level: loose (the item alone), complete in box (CIB), factory sealed, box only or cartridge only. The photos on the sheet show the exact copy for sale, defects included.

From your account, Privacy section: one-click JSON export of your data and account deletion (irreversible anonymization, legal retentions aside). Without an account, write to privacy@helloretro.fr: reply within 1 month at the latest.