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We may have already answered your question in our FAQ section, but if you can't find the answer you're looking for, please get in touch using one of the below options.
We guarantee to refund any item purchased on topshop.com that you are not completely happy with when you return it to us in a saleable condition within 14 days of receipt. International topshop.com purchases can be returned to our stores (except Nordstrom) or by post via UPS free of charge. Click here for more details. Please keep a copy of your proof of postage as we may ask you to send us a copy via email.
We aim to process all returns as quickly as possible. If you have received an email to confirm your refund, please allow up to 5 working days for this to appear in your account.
If you have not yet received an email to confirm your refund is being processed, please allow up to 28 days from the date you sent your item before querying your return.
To return an Internet purchase by post you will need to request a return within 2 weeks of receiving your item.
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 send back to us with a reason for each.
4. Once you click the 'Create Return' button you will be given a unique Returns Authorisation Number.
5. Once you have your Returns Number you can now select ‘Print Free UPS Returns Label’ in ‘My Account’ or click here. Type in your name, address, email address and Returns Number to create label for UPS.
6. Attach the label to your parcel and drop off at any of the UPS drop off points within 14 days of receipt.
7. Please click here to log in to your account
Click here for more details.
If you would prefer not to use our free UPS returns service, parcels can be returned via mail at your cost to our New Jersey warehouse: The Gilbert Co./Arcadia, 1000 Riverside Dr, Keasbey, N.J. 08832. Please note you will need to include your Returns Number on your parcel label.
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.
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. It may take up to 5 working days for the refunds to show in your account after the goods have been received. Refunds will be credited to your original method of payment.
You can also return items to your nearest store (excluding Nordstrom stores) within 1 month of receipt. 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.
For hygiene reasons, we cannot offer refunds for 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.
You can return your order to our warehouse via UPS free of charge. Click here for more details.
Also, always remember to keep a copy of your proof of postage in case a returned item goes missing as we cannot refund any money if we do not receive the returned items without this.
Unfortunately, we are not currently able to do exchanges by post, please return any unwanted items to us for a refund.
For health and safety reasons we are unable to exchange or refund products that contain items of food or drink unless they are defective.
If you experience any technical difficulties when accessing your account, please clik on the link below to contact our Customer Care team who can enable your account and arrange a password reset. If you have accessed your account but are unable to create a return number, please check you are returning the item within 14 days. After this period, only our Customer Care team can create a returns number for you.
Customers in the USA can return items to their nearest store (excluding Nordstrom stores). Topshop stores outside of the USA currently do not offer refunds or exchanges on any us.Topshop.com purchases. We are sorry for any inconvenience this may cause you.
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 in store.
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.
Click here to find your nearest store.
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 an E, please click here to track your parcel.
If your tracking number begins with 1550, please click here to track your parcel, and select your delivery country.
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 two 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 on the link below to contact our Customer Care team.
Please make sure you're shopping on the best site for you by selecting your shipping destination at the top of the site.
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.
We are unable to deliver to APO addresses at this time but we should be able to deliver to PO Box destinations. We are sorry for any disappointment caused.
We accept American Express, Visa, Maestro, MasterCard, Gift Cards and PayPal. If you have paid with your credit or debit 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). Please check with your local customs office for any local tax they may add.
If an item is showing a quantity of 0 on your despatch note, this means that the item was out of stock when your order was being packed in our warehouse. This item has been cancelled from your order and you have not been charged for it.
We are unable to automatically send this item out to you if it comes back in to stock at a later date.
We are sorry that your goods have not reached you in perfect condition. Please follow our returns procedure for all faulty or damaged items. When creating a returns number, you will be given a list of reasons for return, please select the appropriate option so our warehouse know the item was faulty when you received it.
You can return your order to our warehouse via UPS free of charge. Click here for more details.
If your order has been placed within the last four hours, please call us on: 1866 853 8559 (toll free).
Our Customer Care department is open between:
• 1am and 1pm (PST) Monday to Friday
• 1am to 10am (PST) - weekends
• 1am to 9:30am (PST) UK bank holidays
Once an order has been placed, we are unable to amend any aspect of the order including sizes, number of items and delivery address.
Please note, all orders are shipped from the UK. Customers will be responsible for paying any applicable import duties and taxes unless you have selected Express & Duty Paid shipping where duties are paid by us.
Charges may vary based on the content of the order. Customers are advised to contact their local customs office for further information on current import regulation.
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 5-10 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 us by clicking on the link below.
Topshop is owned by Arcadia Group Ltd. For all information relating to our company, please click here.
If you are interested in becoming a supplier, please contact our Switchboard on +44 (0)844 243 0000 or write to us at the below address:
Arcadia Group Ltd
70 Berners Street
For information on our existing charity work, please click here. If you would like to speak to someone about getting involved in your charity or event, please contact us on the Switchboard number provided above.
If you have forgotten your password, please click here to reset it.
If you wish to unlock your account urgently, please call us on: 1866 853 8559 (toll free).
Click on the "unsubscribe" link at the bottom of the last email that you have received from us. If you have tried this and it did not work, please contact us by clicking on the link below.
For phone numbers or opening hours of your local store, our Find A Store link can be found at the bottom of this page or you can click here to be re-directed.
Store Management and Sales Advisor positions are advertised here.
Student Advantage card holders receive 10% off Topshop product with a valid Student Advantage Card. To redeem the discount enter your Student Advantage card number at the check out. Discount is not available on Gift Cards or Store Payments. Topshop reserves the right to terminate this discount without notice. Discount is only valid for the Student Advantage cardholder and is non-transferable.
Please review the Terms and Conditions of the promotion, as many discounts cannot be used in conjunction with other promotions or discounts. If you have attempted to use multiple codes or offers, only one of these would be applied to the checkout.
Please check that the code/link you are using is still valid and not out of date. For further assistance, please click the link below to email our Customer Care team.
If your query relates to an item that has been advertised in the press, please provide a detailed description of the product using the email link below, so that we may provide you with information regarding this item.
We do not currently offer a store transfer service for our products. If you wish to purchase an item in store, please contact your local stores who will be happy to check their current stock for you. For phone numbers or opening hours of your local store please visit our Find A Store page.
We are unable to place orders for items that are not currently available on our website. While we do sometimes replenish stock, we are unable to notify you if more has arrived in. Please continue to check our website for updates on stock availability.
If your query relates to an item that has been advertised in the press, please provide a detailed description of the product so that we may locate information regarding this.
Unfortunately, customers who get their orders delivered to the United States cannot use their gift cards on line.
Fields marked with * are required fields.
We respect your privacy. We will only use the information you have given above to deal with your query.
Our Customer Care Department is open as follows:
• 9am to 4am (UK time) Monday to Friday
• 9am to 6pm (UK time) Saturday & Sunday
• 9am to 5:30pm (UK time) UK Bank Holidays
US customers (toll free): 1866 853 8559
If you are having problems buying online you can also place your order over the phone by speaking with one of our home shopping representatives.
We will be happy to guide you through your shopping experience, assist with any questions that you may have and ensure completion of your order.
To get in touch, please call us on: 1866 853 8559 (toll free).