The health and safety of our customers, employees and communities has always been and will continue to be our first priority.
Here's everything you need to know about changes to the way we operate.
WELCOME BACK! OUR STORES HAVE NOW REOPENED
AND AS ALWAYS, TOPSHOP.COM REMAINS OPEN AROUND THE CLOCK
CHANGES TO STORES
We’re thrilled to be able to welcome you back to all our stores in England, Wales, Northern Ireland and Scotland. We want to assure you that we are working hard to keep you and our employees safe, while making your shopping experience with us continue to run as smoothly as possible.
We have been making a number of changes to the way we operate with revised opening times and will be following the government’s guidance on measures to protect the safety of our staff and customers.
If you decide to visit one of our stores, here are a few things to keep in mind:
SOCIALLY DISTANCED SHOPPING
We’ve made some alterations to the layout of our stores and queuing areas and have added floor markings and signage to help customers stay socially distanced. Please keep 2m apart from others at all times.
In line with Government guidance, customers are reminded that face coverings should be worn while shopping in stores in England and Scotland.
LIMITED NUMBERS OF SHOPPERS
We’ll be limiting the number of people in store and ask that you shop alone where possible. Children should be closely supervised to maintain social distancing.
Our fitting rooms remain closed to minimise contact.
Contactless payments will be available at all till points and we encourage you to pay by card if you can, and to accept an email receipt wherever possible.
CLEANING & SAFETY MEASURES
As you’d expect, we’ll be carrying out extra cleaning and sanitising to keep the whole store as safe as possible for you.
CHANGES TO DELIVERY
We are now offering free Standard Delivery on all orders to store and free Standard Delivery on orders over £30 to home, plus Express Delivery is available to home, store and myHermes ParcelShop locations.
Our couriers are currently offering contact-free delivery as standard, which means no hand-to-hand contact. Your parcel will be left safely at your door, but if you have a safe place you’d prefer your order to be kept, please let us know by adding a note to the delivery instructions at checkout, or if your order is being delivered by Hermes, by using the ‘My Places’ feature in the Hermes app.
Please note that some orders may take a little longer to arrive than usual, due to the extra social distancing measures we’ve put in place to keep our warehouse employees and couriers safe.
CHANGES TO RETURNS
For online orders, we’ve introduced a new returns service offering free contactless collection from your home in addition to our existing range of free and easy ways to return available within 28 days of receipt of your order. Online returns to store are also available for your convenience.
To ensure the safety and welfare of our staff, we have temporarily closed our Customer Care call centres. In the meantime, our Customer Care team are still available and happy to help with any queries via email. For a quick answer to the most common questions, please see our FAQs.
As the situation changes our plans might too. If they do, we'll let you know right here.
The TOPSHOP team
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