Terms & Conditions

• Terms and Conditions
• Your Delivery
• Delivery Guide and Costs
• Price and Payment Options
• Student Discount
• Returns
• Product Information
• Privacy Policy Statement
• Contact Us
• General

Welcome to the TOPSHOP.COM website terms and conditions. Please read through them carefully before placing your order. By using this website and/or placing an order you agree to be bound by the terms and conditions set out below. Please also read our Privacy Policy Statement regarding personal information provided by you.

Before placing an order, if you have any queries relating to these terms and conditions, please email our customer service team at feedback@TOPSHOP.COM

We may change these terms from time to time without notice to you. Changes will apply to any subsequent orders received.

Once your order has been confirmed, we will not be able to make any changes.

Please note that any additional duty or customs charges applicable in the destination country are payable by the recipient.

UNITED KINGDOM
Standard: £4 delivery charge for all orders under £100
Standard delivery is free for all orders over £100
Express: £5 delivery charge for all orders

AUSTRALIA
Standard: £7.50 delivery charge for all orders
Express: Not available

NEW ZEALAND
Standard: £7.50 delivery charge for all orders
Express: Not available

CHANNEL ISLANDS & BFPO ADDRESSES
At this time we regret that we do not deliver to these addresses.

EUROPE (EIRE, FRANCE, GERMANY, SPAIN, SWEDEN, NETHERLANDS, DENMARK, ITALY AUSTRIA, BELGIUM, FINLAND, GREECE, NORWAY, SWITZERLAND & MONACO)
Standard: £5 delivery charge for all orders
Express: Not available

Please note that delivery time for standard orders is currently 2-4 working days from when order is placed. If you would like to receive your order sooner, our Express Delivery service will get it to you the next working day. If you order before 2:00pm GMT. Express Delivery orders taken after 2:00pm GMT on Thursday and before midday on Sunday will be delivered by Monday.

We aim to deliver all mainland UK standard orders in the timescales shown in the below table. However, sometimes during sale periods or other busy periods, deliveries may take longer. If you have not received your delivery within five working days, please contact our Customer Services department.

Deliveries to the Northern Ireland and the Highlands and Islands will take longer to arrive. We aim to deliver within four working days to Northern Ireland and seven working days to the Highlands and Islands for all orders placed before 2:00pm GMT. During busy periods, please allow up to seven working days for delivery to Northern Ireland and 10 working days for delivery to the Highlands and Islands.

A signature is requested on delivery. If you are not in when our couriers first try to deliver and they cannot find a safe location to leave the package, they will leave a card, take your order back and then attempt to delivery 2 more times on the following working days. Please follow the instructions on the card left by the courier to arrange redelivery.

UK Bank Holidays (if applicable): please allow an extra working day for both standard and express deliveries.

We aim to deliver within 5-7 working days following the date your order is placed.

We aim to deliver within 7 working days following the date your order is placed.

Please note, we are unable to change a residential delivery address to a business delivery address once the order has been despatched.

For express deliveries within the UK:

Go to www.hdnl.co.uk and use the tracking number provided in your despatch email or click the link in your despatch email. Please allow 24 hours from receipt of the email before tracking your order.

For standard deliveries within the UK:

Go to www.hermes-europe.co.uk and use the tracking number and delivery postcode provided in your despatch email. Please allow 36 hours from receipt of the email before tracking your order.

For Overseas Deliveries:
Unfortunately we are unable to offer order tracking at this time.

Having trouble tracking your order? We will check your order status and give you an update.

Email us at feedback@TOPSHOP.COM with the date your order was placed, your reference number for each order, your full name, billing address and phone number. Please allow 5 working days before querying your order.

Alternatively, you can call Customer Services between 9am and 9pm on week days (excluding UK bank holidays) and between 9am and 5.30pm at the weekend:

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

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

Australian customers: 0800 441 334 (toll free)

New Zealand customers: 1800 734 767 (toll free)

European customers (France, Germany, Spain, Sweden, Netherlands, Denmark, Italy, Austria, Belgium, Norway and Switzerland):  00800 5344 6666 (toll free)

Greece: 00800 441 3152 (toll free)

Finland: +44 844 984 0264 (calls charged at your standard international rate)

Monaco: +44 844 984 0264 (calls charged at your standard international rate)

We accept American Express, Visa, Visa Delta, Visa Electron, Maestro, MasterCard, Solo, Arcadia Group Store cards and PayPal.

If you have paid on your debit, credit or charge card you will only be charged once the goods have been dispatched to the delivery address. We will email you to confirm dispatch.

Please see www.paypal.com for information on PayPal payments.

All prices are inclusive of VAT (where applicable) at the rate appropriate to the country of receipt, where within the EU, and are correct at the time of entering the information on to the system. The total cost of the order is the price of the products ordered plus the delivery charge.

Further information for overseas customers

The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company. Customers outside the United Kingdom will also be liable for any import duty, quotas, permits, product restrictions and other local requirements. You are advised to check the latest applicable local requirements before placing an order.

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.

In assessing your request for goods or services, we may 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 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. (View the privacy policy).

Topshop.com is working together with Visa and MasterCard to offer you a safer shopping experience when using your credit card online.

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 on the Internet.

If your bank is yet to introduce this security measure then the following information will explain how it works and the added protection benefits of registering.

Online Protection Benefits

• Shop online with added security and peace of mind.
• Your personal password is linked to your card only, and not to your computer.
• This security scheme will help to prevent unauthorised purchases.

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.

NUS Extra Cardholders receive 10% off Topshop product with a valid NUS Extra card. To redeem the discount enter your NUS Extra card number at the checkout. Discount is not available on giftcards or store card payments. Topshop reserve the right to terminate this discount without notice. Discount is only valid for NUS Extra cardholders and is non transferable.

Students receive 10% off Topshop product with any valid student card. To redeem the discount please show a valid student card at the checkout. Discount is not available on giftcards or store card payments. Topshop reserve the right to terminate this discount without notice. Topshop reserve the right to not accept ID that they deem invalid or fraudulent.

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 outside of the UK 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 outside the UK without exception. We are sorry for any inconvenience this may cause you.

Any item from the Kate Moss Limited Edition collection can only be returned to our website. Stores will be unable to return this item.

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.

UK Customers: Download a return label here.

Customers outside of the UK: 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 week days 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 your standard international rate)

Australian customers: 1800 734 767 (toll free)

New Zealand customers: 0800 441 334 (toll free)

European customers (France, Germany, Spain, Sweden, Netherlands, Denmark, Italy, Austria, Belgium, Norway and Switzerland):  00800 5344 6666 (toll free)

Greece: 00800 441 3152 (toll free)

Finland: +44 844 984 0264 (calls charged at our standard international rate)

Monaco: +44 844 984 0264 (calls charged at our standard international rate)

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.

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

We have made every effort to display as accurately as possible the colours of our products that appear on the website. However, as the actual colours you see will depend on your monitor, we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery.

All sizes and measurements are approximate, however we do make every effort to ensure they are as accurate as possible. Unless otherwise stated, sizes indicated are UK sizes. Please refer to the size guide for clarification.

We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website are correct at the time when the relevant information was entered onto the system. We reserve the right to refuse orders where product information has been mis-published, including prices and promotions.

Prices are subject to change without notice. Prices are inclusive of VAT (where applicable).

Goods are subject to availability. As there is a delay between the time when the order is placed and the time when the order is accepted, the stock position relating to particular items may change. If an item you have ordered becomes out of stock before we accept the order we shall notify you as soon as possible and you will not be charged for the out of stock items.

We continually update our online store. From time to time our retail stores may run special local promotions (which may not be available on our web-site) or we may offer special discounts online that are not available in the retail stores. Some website promotions may not be available to customers in particular jurisdictions.

When you place an order on our website we shall email you an acknowledgement. Our acceptance of an order does not take place until dispatch of the order, at which point the purchase contract will be made and you will be charged.

Once you have checked out and your order has been confirmed you will not be able to make any changes to your order so please make sure that everything is correct before clicking the confirm button.

Any discounts triggered by the entry of a promotional code will not be applied until the order is accepted but will be detailed on the invoice.

We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:

• The product ordered being unavailable from stock
• Our inability to obtain authorisation of payment
• The identification of an error within the product information, including price or promotion

If there are any problems with your order we shall contact you. We reserve the right to reject any offer to purchase by you at any time.

We will take all reasonable care, in so far as it is within our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations. If the item has been dispatched simply use the freepost returns label to return the goods to us for a full refund.

References in this Privacy Policy Statement to "we", "us" and "Topshop" are to Arcadia Group Brands Limited (Trading as Topshop).

At Topshop we are committed to maintaining your privacy. Our privacy policy statement is given below. If we make changes to this policy, we will notify you by updating this statement on our website.

We ask for your name, telephone number, home address, email address and age for competitions, prize draws or newsletter sign ups. When a purchase is made on our site, in addition to the above, we also ask for delivery address, and payment method details. We may obtain information about your usage of our Web site to help us develop and improve it further.

Your data will enable us, and our processors, to fulfil your order, to notify you about important functionality changes and for statistical or survey purposes to improve this website and our services to you.

We may also send you from time to time (by email or post) information about products and services and details of promotions and special offers from Topshop. If you do not wish to be contacted for these purposes, we offer a range of ways in which you can inform us about your marketing preferences:

• all email messages and email newsletters will contain information on how you can unsubscribe; or
• send an email to our customer services division on feedback@TOPSHOP.COM writing "unsubscribe" in the subject heading; or
• call our customer services division - see the "CONTACT US" section below; or
• write to us at: Customer Services, Arcadia Group Limited, Colegrave House, 70 Berners Street, London W1T 3NL

Arcadia Group Brands Limited is a registered data controller under the Data Protection Act 1998 (the "Act"). We comply with the standards, procedures and requirements laid down in the Act to ensure that the personal information you give us is kept secure and processed fairly and lawfully.

We will not pass your information on to other Arcadia Group companies or other third parties for marketing purposes unless you have agreed for us to do so.

In assessing your request for goods or services, we may 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 Fraud Prevention Scheme.

We use Cookies to keep track of your current shopping session, to enable you to proceed to checkout at any time and to personalise your online experience. If you do not accept Cookies you will be unable to use this website. Refer to the Help content of your browser for more information on selecting or deselecting Cookies.

If your query relates to an order or feedback regarding this site then click here or call us between 9am and 9pm (GMT/BST) week days, or 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 your standard international rate)

Australian customers: 1800 734 767 (toll free)

New Zealand customers: 0800 441 334 (toll free)

European customers (France, Germany, Spain, Sweden, Netherlands, Denmark, Italy, Austria, Belgium, Norway and Switzerland):  00800 5344 6666 (toll free)

Greece: 00800 441 3152 (toll free)

Finland: +44 844 984 0264 (calls charged at our standard international rate)

Monaco: +44 844 984 0264 (calls charged at our standard international rate)

If your query is regarding a store, UK and Irish customers please contact Retail Customer Services on +44 [0]845 121 4519. Monday Friday 9 am - 6.30 pm, (Wed 9.30 am opening)

• Sat 9 am - 5.30 pm
• Sunday and Bank Holidays 10 am - 4 pm

Alternatively email on customer.service@TOPSHOP.COM.

If your query is regarding your Topshop Card (Santander Account Card) then please contact Santander Cards UK Limited Customer Services on 0871 522 5252 (Calls may be recorded and monitored for quality and security purposes. Calls cost 10p per minute plus network extras.

For security reasons we are unable to deal with Arcadia Store card queries via email.

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