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Need Help? Check out our FAQs

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.

I've returned my items but not yet received my refund

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.

How do I return an online purchase?

To return an Internet purchase by post you will need to request a return within 2 weeks of receiving your item. Please use the returns label provided in your parcel and follow the instructions below.

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. Write this number along with your name and address in the areas provided on the returns label. If you have lost your return label you can download another one here.
6. All parcels returned by mail will need to be sent to our Spectrum for Arcadia, Merton Drive, Grafton Street, Redmoor, Milton Keynes, MK6 4AG.
7. Please remember to ask your Post Office for a proof of posting certificate and keep it safe for your reference. Without this, we cannot refund any money if we do not receive your parcel.
8. Please click here to log in to your account

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

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. If your card expires before we process your refund please contact our Customer Services team with your order number. Each item returned is refunded separately, and will show on your statement as a refund/credit from th.topshop.com. You will be refunded on to the card that the goods were purchased with.

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.

Do you offer free returns?

Customers are required to return unwanted orders at your own cost. Click here to download a returns label. If you received a faulty or incorrect item, we will reimburse these charges once we have received the item (we will need a Proof of Postage). 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.

Where can I get a return label from?

Please click here to download a returns label.

The item I have received is damaged

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 will need to pay any return postage costs, but we will be happy to refund you for these if the items you received have a manufacturing fault, or the wrong product was sent. You will be required to provide us with a copy of your postage costs by email. Please refer to the Returns section in our FAQs for more information on this.

Can I exchange my item?

Unfortunately, we are not currently able to do exchanges by post.

I was unable to get a refund in store

All returns must be made by post. Unfortunately we do not currently offer refunds or exchanges in stores on items which have been bought from us.

My order is late

If you have placed your order using Standard Delivery and 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 for parcels to arrive. Please allow a minimum of 2 weeks for your parcel to reach you.

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.

Which countries do you delivery to?

Please make sure you're shopping on the best site for you by selecting your shipping destination at the top of the site.

What payment methods do you accept?

You can pay by Visa, Visa Delta, Visa Electron, Maestro, MasterCard and Solo. Your funds will be authorised on your credit/debit card at the time of placing an order, but you will not be fully charged until we despatch your goods.

There is a missing or incorrect item in my order

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.

Can I cancel or amend my order?

If your order has been placed within the last four hours, please call us on the number below if you wish to request a cancellation:

+44 844 984 0264

Once an order has been placed, we are unable to amend any aspect of the order including sizes, number of items and delivery address.

My order did not go through but the money has been taken out of my account

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 and the money still has not been released, please email us by clicking on the link below.

Do you have any information about your company (Company Report, Ethical Policy, etc.)?

Topshop is owned by Arcadia Group Ltd. For all information relating to our company, please click here.

I am interested in becoming a supplier or looking for a charity donation

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
Colegrave House
70 Berners Street
London
W1T 3NL

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.

I need my account to be unlocked or my password reset

If you have forgotten your password, please click here to reset it.

Please call the following number if you wish to unblock your account urgently:

+44 844 984 0264

I want to unsubscribe from the newsletter

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.

I need to find out the opening times or telephone number of a store

For phone numbers or opening hours of your local store, our Find A Store link can be found at the bottom of this page.

My promotion code didn't work when I placed my order

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.

My promotion code is not being accepted at the checkout

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.

I am looking for stock

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, our Find A Store link can be found at the bottom of this 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.

I have a general product query

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 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.

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, our Find A Store link can be found at the bottom of this page.

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