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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.

What is your Returns & Refund policy for International Returns?

We guarantee to refund any item purchased on Topman.com that you are not completely happy with when you return it to us in a saleable condition within 14 days of receipt. International Topman.com purchases can be returned to stores in the US or by post via UPS free of charge. Click here for more details. Please keep a copy of your proof of postage and charges as we may ask you to send us a copy of these via email.

Please note that items created in different returns numbers must be sent back to us in different parcels in order to be refunded.

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.

1. Log in to your account and select 'Track orders, view history and request returns number' 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.

 

Do you offer free returns?

You can return your order to our warehouse via UPS free of charge. Click here for more details.

Can I exchange my item?

Unfortunately, we are not currently able to do exchanges by post, please return any unwanted items to us for a refund.

I am unable to log in to my account or create a returns number

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.

I was unable to get a refund in store

Customers in the USA can return items to their nearest store.

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.

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.

Topman stores outside of the USA currently do not offer refunds or exchanges on any Topman.com purchases. We are sorry for any inconvenience this may cause you.

Please use the Our Stores link above to locate your nearest store.

My order is late

If your order has been placed on our Express & Duty Paid Delivery, please click here to track your parcel, and select your delivery country.

If you have placed your order on 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?

A full list of countries we deliver to can be found in our Terms and Conditions. Unfortunately, if your country is not listed, we are unable to deliver to your address at present.

Do you deliver to APO addresses or PO Box destinations?

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.

Who will be delivering my parcel?

Express & Duty Paid deliveries will arrive via DPD. Orders with tracking number beginning with an ' EK & CK' will be delivered by Parcel Force Worldwide, tracking numbers beginning with 1550 will be delivered by DPD UK. RML parcels with no tracking number are delivered by Royal Mail in the UK, and United States Postal Service (USPS) in the US.

What payment methods do you accept?

We accept American Express, Visa, Maestro, MasterCard 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.

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.

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 can return your order to our warehouse via UPS free of charge. Click here for more details.

Can I cancel or amend my order?

If your order has been placed within the last four hours, please call us on 0844 984 0265 to request a cancellation. Please click the PHONE link below for our Customer Care opening hours.

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

Why have I received additional charges?

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.

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

We only charge for the items we despatch, but you may find that if you entered your card details and the bank authorised the funds, but then the order was declined that you will have pending funds on your account for a period of time. All funds that have been authorised without an order being despatched will be released back to your available balance by your bank. In the UK this will take approximately 5-10 working days, but International transactions can take longer so please check with you bank for time frames on clearing these funds.

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

Topman 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.

If you require your account to be unblocked urgently, please call us on 0844 984 0265.

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

To find phone numbers or opening hours of your local store, please use the Our Stores link above.

Job Opportunities

Store Management and Sales Advisor positions are advertised here.

Do you offer student discount?

Student Advantage card holders receive 10% off Topman 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. Topman reserves the right to terminate this discount without notice. Discount is only valid for the Student Advantage cardholder and is non-transferable.

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 the link below 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 store information can be found at the top 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 so that we may locate information regarding this.

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.

Can I use a gift card to pay online?

Unfortunately, customers who get their orders delivered outside the United Kingdom cannot use their gift cards on line.

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