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Frequently Asked Questions

Registration and Your Online Account

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

By registering, will I automatically receive marketing emails from you?

No, not unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time by clicking the unsubscribe link at the bottom of our newsletter.

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

What do I do if I have forgotten my password or my password does not work?

If you've forgotten your password we'll need to reset it for you. Simply follow the Forgotten Password instructions, or click here to change it.

For security reasons, we cannot send you your password via email. Once you have requested a new password you must allow up to 30 minutes to receive this via email. If your new password does not work please click here to contact our Customer Care Team for assistance.

How do I create an account?

Creating a Topshop account means that you can easily shop with Topshop.com. To create yours now simply click here and follow the new customer instructions to create your account.

What is your online security policy?

We want to make sure that you're safe and secure when you're shopping with us online. As part of our commitment to this, we perform random checks on orders and this means that you may need to prove your identity. Customers will be contacted by phone or email and will have up to 24 hours to provide us with the required information.

Orders

How do I place an order?

Click here to see our guide on how to order.

How secure is your website?

As safe as it possibly can be.

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

What do I do if there is a problem with my order?

Our Customer Care team are here to help with any problems. Click here for contact details.

 


 

 


 


What payment methods do you accept?

We accept Switch/Maestro, Visa, Visa Electron, MasterCard, Solo, American Express, PayPal and Gift Cards.


 

Can I pay for my order using my Gift Card?

Yes you can pay with USD Gift Cards online. Please select the Gift Card option at the checkout and enter the 16-digit card number and the PIN. The full balance will be taken off the card before any other payment method will be used. You can use up to 5 Gift Cards per transaction.

Please ensure to retain your Gift Card after placing your order, in case any items are sent back to us for a refund, as the refund will be processed on to the Gift Card before any other payment method.

Unfortunately, we are unable to accept Gift Cards in other currencies on our US site at present.

Can I cancel my order or an item from my order?

Our Customer Care team will be able to check whether your order may be cancelled. Please telephone them on 1866 853 8559 as soon as possible after placing your order.  Please note that we are unable to cancel your order by email. If it is too late for us to cancel your order, you may be able to return your order in accordance with our returns policy.

Click here for information on our returns policy. Simply log into your account and follow the returns process there. Once we have received the goods back, we will process a refund for you.

You will still need to request a Returns Number if you return the order.

Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

Why has my card been declined?

Your bank will be able to let you know why your card has been declined.

Why have you cancelled my order?

Please click here to email our Customer Care team.

I have a query relating to overseas orders

On this site you can only order with a US billing address, and all orders must be delivered within the US.  If both your billing and delivery address are in another country please visit our UK site by clicking the flag.

All prices on our site are in US Dollars so no exchange rate is used.

All orders are shipped from the UK and are subject to checking by US customs. Customers are responsible for paying any applicable import duties and taxes. Charges may vary based on the contents of the order. Customers are advised to contact their local customs office for further information on current import regulations.

You can only claim back VAT on Internet purchases if your items are for business purposes.

Please click here to contact our Customer Care Team if you have any further questions.

Will I be charged customs and import charges?

We ship from the UK – Orders to the US over $200 may be subject to import duties and taxes.

 

We offer an Express & Duty Paid delivery service which lets you get your duty charge paid by us on orders over $200. Don’t forget to select Express & Duty Paid at checkout!

 

If you choose Standard delivery, any import duties and taxes are charged after the parcel has been shipped and once it has reached the destination country. These charges must be paid by the recipient of the parcel. 

 

Unfortunately, we have no control over these charges and cannot tell you what the cost would be, as customs policies vary from country to country and product to product. If you have any questions related to customs charges you are advised to contact your local customs office. 

My order did not go through but I think you have charged me

When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.

If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your Bank.

This usually takes around 3-5 working days but the exact timeframe  does depend on your card issuer and your bank.

If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please email our Customer Care Team by clicking here

Can I find out if you will be getting replacement stock on items that have sold out?

Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item.

 

However, we regularly update our site so it’s worthwhile checking the Back in Stock and New In pages.

I have received my order but one of the items is missing, what do I do?

Please click here to email our Customer Care team who will investigate this matter with our warehouse

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available.

Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item. Therefore this item will not be sent out to you once it is back in stock.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes. If we sent you the wrong item you will need to return it to us in the normal way.

If you would like to replace the item you would then need to make a replacement order. Simply send us the details of the original order, incorrect item and the replacement order number and we will be happy to refund the delivery charge (if applicable) for you.

You can return this item via UPS free of charge. Click here for more details.

Just click here to log in to your account, follow the links for requesting a return and select the item that you should have received as the item you are returning.

Promotions and Discounts

Can I get student discount online?

We offer a 10% discount to students online with a valid Student Advantage card; and in our Chicago, Las Vegas, Los Angeles,  and New York stores with any valid Student identification.

Can I use more than one discount offer on my order?

Our promotions cannot be used in conjunction with any other offer.

Why doesn't my promotional code work?

Please check that the code/link you are using is still valid and not out of date. For further assistance, please click here to email our Customer Care team.

Delivery

Which couriers do you use for your deliveries?

We use various couriers depending on your parcel weight and the shipping option selected at checkout. For more information, please refer to the tracking info on your despatch email.

How long will my order take to arrive?

Generally our Standards international parcels will arrive within 10 working days. Please note that UK Bank Holidays, Saturday and Sunday are not classed as working days.

 

We aim to ship Express & Duty Paid orders within 4 working days following the date your order has been desptched.

Can I check for myself how my order is progressing?

Yes, you can check exactly how your order is progressing through our system by simply logging in to your account. Please click here to log in to your account.

How do I track my order?

All orders to the US are trackable. In order to track your order with us, you will need to have your tracking number with you. This can be located on your despatch confirmation email. 

Most parcels will reach their destination within two weeks, however, some destinations may require additional time allowed for parcels to arrive.
 
If your tracking number begins with 1550, please click here to track your parcel.

If your tracking number begins with an E, please click here to track your parcel.

If your tracking number begins with either RR or RE, please click here to track your parcel.

If you have received an email that does not contain a tracking number and you have chosen standard shipping, your tracking details will follow in a further email within 2-3 days.

As most parcels will reach their destination within 2 weeks, we are unable to query your parcel before this time. If this time has passed and you have still not received your parcel please click here to contact our Customer Care Team.

 

Will I be charged customs and import charges?

We ship from the UK – Orders to the US over $200 may be subject to import duties and taxes.

 

We offer an Express & Duty Paid delivery service which lets you get your duty charge paid by us on orders over $200. Don’t forget to select Express & Duty Paid at checkout!

 

If you choose Standard delivery, any import duties and taxes are charged after the parcel has been shipped and once it has reached the destination country. These charges must be paid by the recipient of the parcel.

 

Unfortunately, we have no control over these charges and cannot tell you what the cost would be, as customs policies vary from country to country and product to product. If you have any questions related to customs charges you are advised to contact your local customs office.

Can I change the delivery address for my order?

Unfortunately, we are unable to change the delivery address on International orders.

Do you deliver to PO Box addresses?

Yes, we should be able to deliver to an overseas PO Box address.

What do I do if there is a problem with my delivery?

Our Customer Care team are here to help with any problems.

Click here to email our Customer Care team.

Returns and Refunds

What is your Returns policy for internet purchases?

You can return unworn Internet purchases via post within 2 weeks of receiving your item, or to a store (excluding Nordstrom stores) within one month of receipt.

Please note, we are unable to accept back unsuitable items via post after this time.

To return an item, log into your account and follow the onscreen instructions. Click here to log into your account.

This does not affect your Statutory Rights.

Some items are excluded from our Returns Policy and you can see what these are by clicking here. In the interests of hygiene, we do not offer refunds on pierced jewellery, underwear or swimwear if the hygiene seal has been removed, or cosmetic products if they have been used or the hygiene seal is broken, unless they are of unsatisfactory quality or unfit for purpose. Underwear is returnable as long as unworn and with all the barcode tags. This may not apply if there is a fault with your item.

How do I return an item to you by post?

You can return your order to our warehouse via UPS free of charge. Click here for more details.

I returned my order, how long will my refund take?

Please allow 14 working days for your parcel to reach us, and a further 3-5 working days for your account to be credited.

Please note that some bank may take slightly longer to process your refund.

What do I do if there is a problem with my return?

Our Customer Care team are here to help with any problems.

Click here to email our Customer Care team.

Will my postage be refunded if my items are damaged or faulty?

If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs.

If you have kept any items on your order, we will not be able to refund your postage.

Will my postage be refunded if I return my whole order as unsuitable?

Unfortunately not, if your items are unsuitable you will receive a refund minus the delivery charge.

Do I have to pay for returns?

You can return your order to our warehouse via UPS free of charge. Click here for more details.

I have received an incorrect item or my item is faulty, will I have to pay to return it?

We aim to get your order right every time but we do occasionally make mistakes. If we sent you the wrong item you will need to return it to us in the normal way.

If you would like to replace the item you would then need to make a replacement order. Simply send us the details of the original order, incorrect item and the replacement order number and we will be happy to refund the delivery charge (if applicable) for you.

You can return this item via UPS free of charge. Click here for more details.

Just click here to log in to your account, follow the links for requesting a return and select the item that you should have received as the item you are returning.

Product and General Information

How can I select the correct site to shop on?

We've recently launched new international sites and made some changes to the way you should shop. Please select your shipping destination and language from the drop downs within our site selector tool at the top of the site to ensure you are shopping from the site which ships to your country.

If you can't find the country you live in on the drop down within our site selector tool at the top of the page, it unfortunately means that we do not deliver to where you live you right now. We are adding new delivery destinations all the time so make sure you check back soon.

How can I find items I want online?

Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for.

Or use the clothing links down the left hand side of the homepage.

Where can I buy an item I have seen advertised?

In order to locate this item for you, we may need to speak to our Buyers. Please click here to contact our Customer Care Team providing as much detail as possible about the item featured.

Alternatively your local store (excluding Nordstrom stores) may be able to order the item in for you from our main warehouse. If you would like to contact your local store, our store finder can be found in the bottom right hand corner of this page.

Please note that our Customer Care Team are unable to search for items in store.

 

The item I want is out of stock online, can I order it any other way?

Your local store (excluding Nordstrom stores) may be able to order the item in for you from our main warehouse, unfortunately we are not able to transfer stock between stores.

Alternatively if you would like to contact your local store, our store finder can be found in the bottom right hand corner of this page.

Please note that our Customer Care Team are unable to search for items in store.

Can I order items from your website that are not currently in stock?

You can only order items that are currently in stock. However, we regularly top up the stock on our website so please keep checking.

However, we regularly top up the stock on our website so please keep checking.

 

How do I add my details to your mailing list?

Please click here to leave your details and we will add you to our mailing list.

How can I have my details removed from your mailing list?

Simply click the unsubscribe link at the foot of the email.

If you're having any difficulties please email Customer Care by clicking here who will be pleased to help.

Do you sell surplus stock?

We do not sell surplus stock to third parties as we already have arrangements in place with our suppliers to dispose of such stock.

I bought an item online but it is now faulty, what can I do?

Either take the item to your local store (excluding Nordstrom stores) for inspection or click here to email Customer Care.

How do I find out the sizes of products?

Click here to view our size guide.

Gift Cards

Where can I buy a Gift Card?

You can  buy a Gift Card from your local store (excluding Nordstrom stores).

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

How do I top up my Gift Card?

You can top up your Gift card in your local store (excluding Nordstrom stores).

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Please note that Gift cards can now be used as a payment method on our website.

Where can I use my Gift Card?

Your Gift Card can be used online or in your local store (excluding Nordstrom stores). For full details, please click here to review our terms and conditions.

Can I use more than one Gift Card as a method of payment, or in conjunction with another method of payment?

Yes, you can use up to 5 Gift Cards in any one transaction. Please retain the original gift card(s) when completing an order order online as this may be required at a later date if you return your purchases.

When using gift cards in conjunction with other payment methods, the full value of the Gift Card will be taken first, and any remaining balance will be charged to your additional payment mehod.

How will I be refunded if I have paid with a Gift Card and another method of payment?

The Gift Card will be credited first, with the remaining balance being credited to the debit/credit card used at the time of purchase.

What happens if I have received a refund and I no longer have the Gift Card that I used to place the order?

The refund would automatically be credited to this card. Please contact our Customer Care team here for further help.

 

My Gift Card has been lost/stolen, what should I do?

Unfortunately, if your Gift Card is not registered then we are unable to trace it and are therefore unable to replace it for you.
If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

Please click here to contact our Customer Care Team with your full name and postcode so we can help assist you.

 

How do I check the balance on my Gift Card?

You can now check your Gift Card balance online, to check your balance please click here. Alternatively your local store (excluding Nordstrom stores) can check the balance for you.

Can a Gift Card be refunded?

Gift Cards cannot be refunded, please see the terms and conditions provided with the card for details.

I don't want my Gift Card, can I get a refund?

We are sorry to inform you that we are not able to refund Gift Cards.

Gift Cards

Where can I buy a Gift Card?

You can  buy a Gift Card from your local store (excluding Nordstrom stores).

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

How do I top up my Gift Card?

You can top up your Gift card in your local store (excluding Nordstrom stores).

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Please note that Gift cards can now be used as a payment method on our website.

Where can I use my Gift Card?

Your Gift Card can be used online or in your local store (excluding Nordstrom stores). For full details, please click here to review our terms and conditions.

Can I use more than one Gift Card as a method of payment, or in conjunction with another method of payment?

Yes, you can use up to 5 Gift Cards in any one transaction. Please retain the original gift card(s) when completing an order order online as this may be required at a later date if you return your purchases.

When using gift cards in conjunction with other payment methods, the full value of the Gift Card will be taken first, and any remaining balance will be charged to your additional payment mehod.

How will I be refunded if I have paid with a Gift Card and another method of payment?

The Gift Card will be credited first, with the remaining balance being credited to the debit/credit card used at the time of purchase.

What happens if I have received a refund and I no longer have the Gift Card that I used to place the order?

The refund would automatically be credited to this card. Please contact our Customer Care team here for further help.

 

My Gift Card has been lost/stolen, what should I do?

Unfortunately, if your Gift Card is not registered then we are unable to trace it and are therefore unable to replace it for you.
If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

Please click here to contact our Customer Care Team with your full name and postcode so we can help assist you.

 

How do I check the balance on my Gift Card?

You can now check your Gift Card balance online, to check your balance please click here. Alternatively your local store (excluding Nordstrom stores) can check the balance for you.

Can a Gift Card be refunded?

Gift Cards cannot be refunded, please see the terms and conditions provided with the card for details.

I don't want my Gift Card, can I get a refund?

We are sorry to inform you that we are not able to refund Gift Cards.

Store information

What is your returns policy for items purchased in store?

Items can be returned to the store for one month following purchase.  With a receipt or dispatch note we will refund you, without a receipt or dispatch note you will be offered an exchange at the current selling value of the item.

There are exlusions to our refund policy, please Click here to see what these are.

What do I do if a security tag has been left on my purchase?

Please return the purchase to your local store, with your receipt.

I've seen an item in store but they didn't have my size, where can I buy it?

If the item is not available online, then please ask staff at your local store (excluding Nordstrom stores) to check their stock and the warehouse. They can order one in for you if there are any available. Unfortunately Customer Care are unable to search for stock, this facility is only available in store.

Can I get student discount in your store?

We offer a 10% discount to students in store (excluding Nordstrom stores) on presentation of a valid student identification card.

Can I return an item bought overseas to a US store.

Unfortunately you cannot return items purchased overseas to a US store.

What are your opening hours?

Please click on our store finder that can be found in the bottom right hand corner of this page to find out our opening hours.

How do I make a complaint about a store?

Please speak to the Store Manager direct or click here to contact our Customer Care team.

I live abroad, how do I claim back VAT on my purchase?

Please ask the store staff for a claim form at the time of purchase.

For online purchases, please click here to contact our Customer Care team.

Business Contacts

I would like to work for you, what vacancies do you have?

Head Office vacancies are shown on our website. For details of current vacancies click here

For store vacancies, please contact the Store Manager direct.

For the telephone number of your local store, please go to the store finder section on the bottom right hand corner of this page.

I have a business enquiry, how do I contact you?

Please call our Switchboard on +44844 243 0000

I am a customer, how do I contact you?

Click here to email our Customer Care team.

What is your ethical policy?

Please click here to see our ethical policy.

I am a student and would like some information for a project.

The only company information we are able to provide is on our corporate website.

Please click here to visit the site.

I would like to enquire about the possibility of receiving a donation from your company for a charity event.

Please contact our switchboard on +44 844 243 0000.

What is WEEE Compliance?

UK Waste Electrical and Electronic Equipment (WEEE) Regulations (SI 2006 No. 3289)

So that you can get your old electrical products recycled, Arcadia have contributed toward the development of recycling collection points (known as ‘Designated Collection Facilities) throughout the UK through our membership of the Distributor Take Back Scheme (DTS).

UK households dispose of over 1.2 million tonnes of electrical and electronic waste every year. This is the equivalent of 150,000 double decker buses and would be enough to fill the new Wembley Stadium 6 times over. Much of the UK's electronic waste ends up in landfill sites, where toxins put communities at risk.

To remind you to recycle, all new electrical products are marked with a crossed out wheeled bin symbol.

Not all council sites are suitable to collect all types of waste electrical goods. To find out your nearest participating site and for advice on all aspects of recycling at home, please visit www.recycle-more.co.uk

Please remember to have your postcode to hand.