Returns

RETURNING YOUR ORDER IN THE EVENT OF ROYAL MAIL STRIKE ACTION

In the event of Royal Mail strike action your order may take longer to be delivered back to us. To speed up your return you may wish to return any unsuitable item(s) back to one of our stores (excluding Department stores). Simply take your unworn item(s) along with your dispatch note to store within 28 days of receipt. Special collection and concession items will still need to be returned to our warehouse via the normal postal returns process. These items are clearly marked on your dispatch note with a ‘**’ at the end of the product description.

If you choose to return your item(s) via Royal Mail during or after periods of strike action it may take up to 8 weeks to reach us. For all postal returns, please ensure that you create a returns number in the My Account section of our website. Your returns number should be filled in on the returns label that is enclosed with your order prior to attaching it to your returns parcel.

We guarantee to refund any item you are not completely happy with when you return it to us in saleable condition within 14 days of receipt. Refunds will be credited to your original method of payment. In the interests of hygiene we do not offer refunds on pierced jewellery, or underwear or swimwear if the hygiene seal has been removed, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all of the barcode tags intact.

Please note any items from the Kate Moss Limited Edition collection, and all items that are part of our concession brand collections can only be returned to our website. Stores will be unable to refund these items for you.

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 only be returned by post. Topshop stores in Australia, Denmark, France, Germany, Italy, Netherlands, Spain, Sweden and the USA, currently do not offer refunds or exchanges on any TOPSHOP.COM purchases, without exception. We are sorry for any inconvenience this may cause you.

Refunds will be credited to your original method of payment. In the interests of hygiene we do not offer refunds on pierced jewellery, or underwear or swimwear if the hygiene seal has been removed, unless they are of unsatisfactory quality or unfit for purpose. Please also note that items must be returned with all of the barcode tags intact.

In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase (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). In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

For your convenience, UK customers can go to your nearest store in the UK and Republic of Ireland customers can go to your nearest store in the Republic of Ireland, excluding those in department stores, with your returns. Please ensure that you take your despatch note with you as your proof of purchase. You will also require the card that was used to purchase the order online. If you are not the cardholder for the order, they will need to be present at the time of return to store to accept the refund back onto their credit/debit card.

Republic of Ireland customers - Please note: refunds in-store for items bought on-line will be paid in Euros by applying Arcadia's current commercial exchange rate to the sterling price for the item on your despatch note.

International customers - Please note: unfortunately we currently do not offer refunds or exchanges on items bought on TOPSHOP.COM to stores in Australia, Denmark, France, Germany, Italy, Netherlands, Spain, and Sweden, without exception. We are sorry for any inconvenience this may cause you.

Alternatively, 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. Please 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. Write this number along with your name and address in the areas provided on the freepost returns label. Peel off the prepaid label that comes with delivery, stick it to the parcel and post it to us so that we receive it within 14 days of delivery. International customers will not receive a pre-paid label and are required to return unwanted orders at their own cost.

When returning any items using the freepost label, 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 has been processed.

If you would like to receive your refund more quickly, please take the items to be returned to your nearest store where the refund will be processed for you. Please click here to find your closest store.

You can log in to your account here.

Download a return label here.

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference. The Post Office will stamp this and supply a tracking reference number starting with the letters PA to prove the item(s) have been returned. Without this we cannot refund any money if we do not receive the returned items. As long as the returns label provided is used then this return is completely free of charge within the mainland United Kingdom and Republic of Ireland.

The refund will be processed once your goods are received into our warehouse. Please note that it may take 2-3 working days for the refunds to show in your account. Each item returned is refunded separately, and will show on your statement as a refund / credit from TOPSHOP.COM. You will be refunded on to the card that the goods were purchased with. If your card expires before we process your refund please contact our customer services team with your order number, postcode and new card details.

You can call Customer Services between 9am and 9pm (GMT/BST) on weekdays and between 9am and 5.30pm at the weekend (excluding UK bank holidays):

UK customers: 0844 984 0264 (calls charged at national rate)

Republic of Ireland customers: +44 870 606 9666 (calls charged at national rate)

United States customers: 1866 853 8559 (toll free)

Australian customers: 1800 734 767 (toll free)

European customers (Eire, France, Germany, Spain, Sweden, Netherlands, Denmark, Italy only): 00800 5344 6666 (toll free)

For security reasons, we cannot accept this information via email.

Note

Returns by post cannot be accepted without a valid Returns Authorisation Number. You will be unable to get a Returns Authorisation Code from the web if more than 14 days has passed since you received the items. If you experience any difficulties with the online returns process please contact us at feedback@TOPSHOP.COM.

If you return a single item bought as part of a multi-buy discount offer (for example 'buy 2 for £20.00') 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.

You can return these items to us using the returns label. Alternatively you can return them to our UK or Republic of Ireland stores (excluding those in department stores).

In addition to our returns policy, under the Distance Selling Regulations EU customers have seven working days (beginning the day after receipt) to cancel your purchase (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). In this case, we will provide a full refund but you must return the cancelled items to us. If we do not receive the cancelled items back, we may arrange to collect them from you at your cost.

If we have made a mistake with an item sent to you or it is faulty, damaged, of unsatisfactory quality or unfit for purpose, we will refund the delivery charges you have paid to receive that item unless it was sent to you with other items which you are not returning. We will also refund the delivery charges if you are an EU customer cancelling your purchase within the seven-day cooling off period.

Details of the returns procedure will also be sent to you with your order.

Your UK statutory rights are not affected by our returns policy.

Arcadia Group Brands Limited trading as Topshop
Registered in England
Company No.1016191

Registered address:
Colegrave House,
70 Berners Street,
London W1T 3NL

VAT Nos:
GB169 0943 36
ES N0060348J

VAT numbers for the rest of Europe have been applied for and will be updated as confirmed.

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