Frequently Asked Questions

Latest News

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 have forgotten your password, we will need to reset it for you. 

 

Please click here, so that we can reset your password.

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 our branded account cards, Switch/Maestro, Visa, Visa Electron, MasterCard, Solo, Amex and PayPal.

 

Can I pay for my order using my Gift Card?

Unfortunately we are not able to accept Gift Cards as a method of payment online at this time.

Can I cancel 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. 

Can I cancel an item from my order?

Our Customer Care team will be able to check whether an item may be cancelled from your order. 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.

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.

Can I order from overseas?

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.

What is your exchange rate for overseas orders?

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

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 again.

What can I do if it is too late to cancel my order?

Simply return your unwanted item by post by logging in to your account and following the returns process

 

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.

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.

 

Just click here to log in to your account, follow the links for requesting a return and select the item you should have received as the item you are returning. Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team how much you paid they will reimburse you. Please Click here to email our Customer Care team.

 

 

 

 

 

 

 

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 New York store 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?

Our International parcels are delivered by the US local postal service. Trackable parcels that start with 1550 are delivered by DPD couriers.

 

How long will my order take to arrive?

Please allow up to 10 working days to receive your order. If your delivery is late please check with your local post office or track the parcel with DPD Couriers.

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?

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.

 

If your tracking number begins with RML, unfortunately, we are unable to track these parcels at present. Most parcels will reach their destination within 2 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.

 

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 Customer Services.

 

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.

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.

 

Just click here to log in to your account, follow the links for requesting a return and select the item you should have received as the item you are returning. Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Care team how much you paid they will reimburse you. Please Click here to contact our Customer Care team.

 

 

 

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.

 

Please note, we are unable to accept back unsuitable items via post after this time. This does not affect your Statutory Rights.
Some items are excluded from our Returns Policy.

 

In the interests of hygiene we do not offer refunds on pierced jewellery unless they are faulty or unfit for purpose. Unfortunately you will need to pay to send the item back to us.

 

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

 

 

 

How do I return an item to you by post?

Please use the returns label provided in your parcel and follow the instructions below.  All parcels returned by mail will be sent to our New Jersey warehouse, The Gilbert Co./Arcadia, 1000 Riverside Dr, Keasbey, N.J. 08832.  It may take 3-5 working days for the refunds to show in your account after the goods have been received.

 

Log in to your account and select 'Request a return' from the 'My Orders' section.

 

To return an Internet purchase by post you will need to request a return within 2 weeks of receiving your item by logging in to your account.

 

Log in to your account and select 'Request a return' from the 'My Orders' section

 

Click the order number containing the items you want to return and follow the 'Create Return' link next to the order number.

 

Select the items you wish to send back to us with a reason for each.

 

Once you click the 'Create Return' button you will be given a unique Returns Authorisation Number. Please only use one Returns Authorisation Number for each parcel being returned.  If you are returning items from more than one order these will need to be packaged and returned separately. Write this number along with your name and address in the areas provided on the returns label.

 

Please click here to log in to your account

  

Some items are excluded from our Returns Policy and you can see what these are by clicking here.

 

Please be advised you will need to return any unwanted items at your own cost.

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?

Unfortunately, we are not able to offer free returns for International orders so you will need to pay the postage costs for these returns.

 

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

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Care team how much you paid they will reimburse you.

 

Please click here to email our Customer Care team.

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.

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?

Please take the details to our New York store, who can check their stock in store or see if they can order the item for you from our main warehouse.

 

Topshop New York, 478 Broadway, New York, 10013.  Telephone number 2129 669555 

I've seen an item of stock but it's not online, where can I get it?

If you are in New York, please ask the staff to see if they can order the item in for you from our main warehouse.

 

Topshop New York, 478 Broadway, New York, 10013.  Telephone number 2129 669555 

 

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

If you live in New York, please ask staff at our New York store to check their stock and see if they can order the item in for you from our main warehouse.

 

Topshop New York, 478 Broadway, New York, 10013.  Telephone number 2129 669555.

 

 

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.

 

Alternatively, if you live in New York, staff at the New York store can check whether they can order the item you want from our warehouse. Telephone number of the New York store is 2129 669555

 

Please note that our stores are unable to post items out to you or other stores. 

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. If you're having any difficulties please contact Customer Care who will be pleased to help.

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 our New York store 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

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 the New York 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 and you live in New York, then please ask staff at our New York store 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 online with a valid Student Advantage card,  and in stores with any valid student identification.

Can I return an item bought overseas to the New York store.

Unfortunately not, you can only return items purchased in the New York store or online to the New York store.

What are your opening hours for the New York store?

Opening hours for the New York store are:   

 

Monday: 10am-9pm
Tuesday: 10am-9pm
Wednesday: 10am-9pm
Thursday: 10am-9pm
Friday: 10am-9pm
Saturday: 10am- 9pm
Sunday: 11am- 8pm

How do I make a complaint about the New York store?

Please speak to the Store Manager regarding your complaint.

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 the New York 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 and you live in New York, then please ask staff at our New York store 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 online with a valid Student Advantage card,  and in stores with any valid student identification.

Can I return an item bought overseas to the New York store.

Unfortunately not, you can only return items purchased in the New York store or online to the New York store.

What are your opening hours for the New York store?

Opening hours for the New York store are:   

 

Monday: 10am-9pm
Tuesday: 10am-9pm
Wednesday: 10am-9pm
Thursday: 10am-9pm
Friday: 10am-9pm
Saturday: 10am- 9pm
Sunday: 11am- 8pm

How do I make a complaint about the New York store?

Please speak to the Store Manager regarding your complaint.

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.

 

Just click on the store section on the top right hand side of the hompage for the telephone number of your local store.

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.