Help

Follow these simple steps to start shopping at Topshop.com!

CHOOSE YOUR REGION
Make sure you're shopping on the correct site by selecting your region. You are currently shopping our dedicated US site (which ships to all 50 states) in US sizes and currency. If you do not live in the US, change region to shop our UK site that ships to over 30 international destinations. Click here to see where we ship.

CREATE YOUR ACCOUNT
You will need to create an account in order to shop with us. This will only take a minute and once set up you'll be able to:

    * Check out faster
    * Save frequent addresses
    * Track Your Order
      * Request a Return

Just click on Log In to fill in your details.

START SHOPPING!
1. If you know what you're looking for, start shopping by selecting the product category links: e.g. CLOTHING, SHOES, ACCESSORIES. You can also shop our latest product through the NEW IN category link, or our seasonal COLLECTIONS and weekly FEATURES through the links at the top of the site. If you have a specific product in mind or are unsure where to start, you can simply enter a key word or item number in the search box on the homepage.

2. Once you have found an item you want to buy, select your size, the quantity you want and click on the 'ADD TO BAG' button.

3. You can then either click on the 'CONTINUE SHOPPING' button, or review the items in your shopping bag by clicking on 'GO TO CHECKOUT'.

4. If you're happy with the items in your shopping bag, click 'CONTINUE TO CHECKOUT' to complete your order. You will be able to use the 'REMOVE THIS ITEM' button to remove products from your basket if you change your mind.

Simply log in to your account and follow the Forgotten Password instructions, or click here to change it.

For security reasons, we cannot send you your password via email. Sorry!

All of our products are available in US sizes. Click here to see our Size Guide and Wash Care.

Our Tall, Petite and Maternity collections are cut to fit specialised proportions.

Our usual Delivery times and costs now apply. For more information please view our Terms and Conditions.

 

Destination	Standard Delivery	Cost
US (all 50 states)	5-10 working days	$10 Flat Rate
Alaska, Hawaii and the US Territories	Up to 14 working days	$10 Flat Rate

OTHER INFORMATION
All orders are shipped from the UK. Any import duties and taxes are charged once the parcel has reached the destination county and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have any questions related to customs charges you are advised to contact your local customs office.

 

Shipping to Alaska, Hawaii and the US Territories can take up to 14 working days.

 

Please note, no changes can be made to the shipping address after the order has been placed.

 

UK Public holidays are not classified as shipping days, please allow an extra working day for shipments over UK Public Holidays detailed below:

• 29th March 2013 - Good Friday
• 1st April 2013 - Easter Monday
• 6th May 2013 - Early May Bank Holiday
• 27th May 2013 - Spring Bank Holiday
• 26th August 2013 - Summer Bank Holiday
• 25th December 2013 - Christmas Day
• 26th December 2013 - Boxing Day

 

USPS OR US COURIER SHIPMENTS

Your order may be delivered by either the United States Postal Service (USPS) or by a US courier. Depending on your area, most orders will be delivered by USPS so the parcel will be received with your regular mail. If you are not home when the delivery is made, a notice card will be left by the postal service to advise on how and where your delivery can be collected.

 

Larger orders will be delivered by courier who will attempt to deliver the goods three times or leave with a neighbor. They will also leave a notice card after each delivery attempt to advise you what you can do to arrange receipt of the goods. A signature is required for larger deliveries but not for the smaller USPS deliveries. If you would like to specify a safe place or a particular neighbour for your parcel to be left with, you can add these instructions in the space provided on the checkout page.

 

If you have any questions related to your delivery please contact Customer Services.

For full details please see our Terms & Conditions.

 

WE CURRENTLY OFFER FREE STANDARD SHIPPING ON ALL ORDERS OVER $50

NEW! We’ve just launched a brand new Tracked and Faster delivery service, which means that you can find out where your parcels are while they’re on their way to you, as well as having them arrive on your doorstep more quickly than ever! Don’t forget to select Tracked and Faster at checkout!

 

Destination	Tracked and Faster Delivery	Cost
US (all 50 states)	Up to 4 Working Days	$30.00

 

OTHER INFORMATION

All orders are shipped from the UK. Any import duties and taxes are charged once the parcel has reached the destination county and these charges must be paid by the recipient of the parcel. Unfortunately, we have no control over these charges as customs policies vary from country to country. If you have any questions related to customs charges you are advised to contact your local customs office.

 

We aim to ship Tracked and Faster orders within 4 working days following the date your order has been placed.

 

Please note, no changes can be made to the shipping address after the order has been placed.

 

UK Public holidays are not classified as shipping days, allow an extra working day for shipments over UK Public Holidays detailed below:

• 29th March 2013 - Good Friday
• 1st April 2013 - Easter Monday
• 6th May 2013 - Early May Bank Holiday
• 27th May 2013 - Spring Bank Holiday
• 26th August 2013 - Summer Bank Holiday
• 25th December 2013 - Christmas Day
• 26th December 2013 - Boxing Day

USPS OR US COURIER SHIPMENTS

Your order may be delivered by either the United States Postal Service (USPS) or by a US courier. Depending on your area, most orders will be delivered by USPS so the parcel will be received with your regular mail. If you are not home when the delivery is made, a notice card will be left by the postal service to advise on how and where your delivery can be collected.

 

Larger orders will be delivered by courier who will attempt to deliver the goods three times or leave with a neighbor. They will also leave a notice card after each delivery attempt to advise you what you can do to arrange receipt of the goods. A signature is required for larger deliveries but not for the smaller USPS deliveries. If you would like to specify a safe place or a particular neighbour for your parcel to be left with, you can add these instructions in the space provided on the checkout page.

 

If you have any questions related to your delivery please contact Customer Services.

For full details please see our Terms & Conditions.

 

FREE SHIPPING WITH CODE

1. By taking advantage of the Free Shipping offer (the "Promotion") you agree to these terms and conditions.

2. US customers are entitled to free standard shipping as described on the Free Shipping tab at the top of the www.us.topshop.com homepage. To redeem the shipping offer, you must enter the offer code at the online checkout and satisfy any minimum spend requirement in a single transaction.

3. The Promotion applies to the standard shipping service for the US.

4. Topshop reserves the right to (i) cancel this Promotion (ii) refuse to allow any individual to participate in the Promotion and (iii) amend these terms and conditions (and will use reasonable endeavours to notify changes to all customers).

5. These terms and conditions are subject to all applicable federal and state laws and regulations in the City of New York. Any dispute arising out of these terms and conditions shall be subject to the exclusive jurisdiction of the state and federal courts in the City of New York.

Sponsor: Top Shop/Top Man Limited trading as Topshop registered no. 02317752. Registered office: Colegrave House, 70 Berners Street, London, W1T 3NL.

We promise to refund any items that you are not completely happy with when you return it to us in saleable condition by mail to our warehouse in New Jersey within 14 days of receipt, or to your nearest store (excluding Nordstrom stores) within 1 month of receipt.  Refunds will be credited to your original method of payment.

For hygiene reasons, we cannot offer refunds pierced jewellery 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.

Please note, all special collection items marked with an '**' in their description on the site and on your order confirmation can only be returned to our warehouse. Our stores will be unable to return these items for you.

Please also note that items must be returned with all of the barcode tags intact. Your items should be in their original packaging. Any shoes returned to Topshop.com must not be worn, and must be returned in their original box.

Topshop stores outside of the USA currently do not offer refunds or exchanges on any Topshop.com purchases. We are sorry for any inconvenience this may cause you.

Unfortunately we are unable to offer exchanges at this time. You will need to return the unwanted item to us for processing first and then place a new order.

 

RETURNING GOODS BOUGHT AS SPECIAL OFFER 
If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for $40.00') you will be refunded the full price of that item less the total discount given in the offer. If you return all items purchased with the multi-buy discount you will be refunded with the full multi-buy value.

For combination purchases ("buy one, get one free" or "get the lowest priced item free"), you must return any free items or vouchers back for us to process a refund.

7 DAY COOLING-OFF PERIOD
In addition to our returns policy, under the Distance Selling Regulations you can cancel your order at any time before the expiry of the period of seven working days beginning the day following receipt of your order (unless it is a purchase of financial services, food, drink or other perishable products; DVDs, CDs or software which have been unsealed; magazines; or tailor-made / customised products). Order cancellations must be made in writing to Customer Services quoting your order number. In this case, we will provide a full refund of the cost of the item and original delivery charge, but you must return the cancelled items to us at your cost. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost. If you cancel your order under the Distance Selling Regulations, we will refund the purchase price of the item(s) affected and the delivery charges.

RETURNING GOODS WHICH ARE OF UNSATISFACTORY QUALITY OR UNFIT FOR PURPOSE
You can return goods which are of unsatisfactory quality or unfit for purpose to us by post by using the returns label and following the instructions in the "RETURNS BY POST" section. You must pay to send the item back, but if you contact Customer Services quoting how much you paid and provide a proof of posting certificate, we will reimburse your return postage costs. Refunds will be credited to your original method of payment.

Please ensure you return the goods to us as soon as possible, giving the reason for your return. We will examine the goods following receipt and if we find the goods are of unsatisfactory quality or unfit for purpose we will refund you the price you paid for the goods and the original delivery charge (if any).

Please note, currently all returns are processed by our UK warehouse.

 

All orders can be returned by post to us in New Jersey.

You will need to create a Returns Authorisation Number by following these steps:

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

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

3. Select the items you wish to return and click ‘Create Return'.

4. Write your Returns Authorisation Number along with your name and address on the returns label that was in your parcel.

5. Attach the label to the your parcel and post it to our N.J. warehouse within 14 days of receipt.

Please allow 28 days from the day the parcel is posted for your refund to be processed. We will email you to let you know once your parcel has been received and your refund is complete. And please remember to ask your Post Office for proof of postage (either by stamping your returns label or providing a receipt) and keep it safe for your reference. Without this, we cannot refund any money if we do not receive your parcel.

OTHER INFORMATION:
All returns by mail are processed by our warehouse in New Jersey. Customers will need to return unwanted items to: The Gilbert Co./Arcadia, 1000 Riverside Dr, Keasbey, N.J. 08832, at their own cost.

If you have lost your return label you can download another one here.

Click here to read our full Returns Policy.

 

 

Customers in the USA can return items to their nearest store (excluding Nordstrom stores).

PLEASE REMEMBER TO TAKE:

• Your despatch note with you as proof of purchase.
• The card that was used to complete the purchase online. If you are not the cardholder, they will need to be with you to complete the return instore.

Please note, all special collection items marked with an '**' in their description on the site and on your order confirmation can only be returned to our warehouse. Our stores will be unable to return these items for you.

Topshop stores outside of the USA currently do not offer refunds or exchanges on any Topshop.com purchases. We are sorry for any inconvenience this may cause you.

 

We accept American Express, Visa, Maestro, MasterCard and PayPal.

If you have paid on your credit card you will only be charged once the goods have been shipped to the delivery address. We will email you to confirm shipment.

If you have paid via your PayPal account, transactions are charged at the time the goods are ordered, when you click on the confirm and pay option. If for some reason we are unable to ship your goods, the value of the items that are not shipped will be refunded to the original method of payment.

All prices are exclusive of shipping charges and sales tax (if applicable).

The total cost of the order is the price of the products ordered plus the delivery charge and sales tax (if applicable).

Click here for more information on PayPal payments.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the check out stage.

We may also use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details is to check against the IMRG Security Alert or any other Credit Reference Agency or Fraud Prevention Scheme. At all times where we disclose your information it will remain secure. If you believe your details are incorrect you may correct those details by following the procedure set out in our Privacy Policy.

To offer you a safer shopping experience when using your credit card online, we are working together with Visa and MasterCard.

Verified by Visa and MasterCard SecureCode follow the same principles as Chip and Pin, by helping to protect your card against unauthorised use when you shop via the Internet.

If your bank or card issuer is already a part of this scheme, then you might have already noticed the Verified by Visa or MasterCard SecureCode page appear when you last made a purchase with a participating retailer. This scheme:

      •    Allows you to shop online with added security and peace of mind.
      •    Helps to prevent unauthorised purchases.
      •    Set up a personal password that is linked to your card only, and not to your computer.

HOW IT WORKS
When you reach the checkout process at Topshop.com (or any participating retailer) you will have the opportunity to register for either Verified by Visa or MasterCard SecureCode. Simply sign-up for the service following the online instructions that are linked directly to your card issuer, set up your new personal password once your card issuer has confirmed your identity, and continue shopping.

This is a one-off registration process, so you will be able to use the same password for all future purchases you make with participating retailers.

Alternatively you can contact your bank directly to register, or visit Verified by Visa or MasterCard SecureCode for more information.

Please note: If you choose not to register during the checkout process, depending on your card issuer, we may not be able to process your order. A different method of payment will be required to complete your purchase.

At the check out you will be given the opportunity to register your Visa or Mastercard. Once your card issuer has confirmed your identity, simply enter a new personal password when prompted, and continue shopping. This is a one-off registration process, so you will be able to use the same password for all future purchases you make with participating retailers.

Alternatively, you can contact your bank directly to register, or visit Verified by Visa or MasterCard SecureCode for more information.

Please note, if you choose not to register during the checkout process, depending on your card issuer, we may not be able to process your order. A different method of payment will be required to complete your purchase.

Click here to see our full Payment and Security Policy.