This site ships to the Thailand

Frequently Asked Questions

Registration and Your Online Account

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

By registering, will I automatically receive marketing emails from you?

No, not unless you sign up to our newsletter.

If you do sign up, you can ask to be taken off our mailing list at any time by clicking the unsubscribe link at the bottom of our newsletter.

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

What do I do if I have forgotten my password or my password does not work?

If you have forgotten your password, we will need to reset it for you.

Please click here, so that we can reset your password.

Orders

How do I place an order?

Click here to see our guide on how to order.

How secure is your website?

As safe as it possibly can be.

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

What do I do if there is a problem with my order?

Our Customer Care Team are here to help with any problems. Click here to contact us.


 

 


 


What payment methods do you accept?

We accept Maestro, Visa, Visa Delta, Visa Electron, MasterCard and Solo.

Can I cancel my order?

Our Customer Care Team will be able to check whether your order may be cancelled.

Click here for contact details.

If it is too late for us to cancel your order, you may be able to return your order in accordance with our returns policy. Click here for information on our returns policy.

 

Can I cancel an item from my order?

Our Customer Care Team will be able to check whether you can cancel an item from your order.

Click here for contact details.

If it is too late for us to cancel your order, you may be able to return your order in accordance with our returns policy. Click here for information on our returns policy.

Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

Why has my card been declined?

Your bank will be able to let you know why your card has been declined.

Why have you cancelled my order?

Please click here to email our Customer Care team.

Can I order from overseas?

On this website you can only place orders to be delivered to Thailand.

If your delivery address is in another country please visit our UK website (English language, £GBP currency) which ships to many additional international destinations.

What is your exchange rate for overseas orders?

All prices on our website are in THB so no exchange rate is used.

My order did not go through but I think you have charged me?

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 3-5 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 our Customer Care Team by clicking here.

 

 

Can I find out if you will be getting replacement stock on items that have sold out?

Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item.

However, we regularly update our site so it's worthwhile checking again.

What can I do if it is too late to cancel my order?

Simply return your unwanted item by post by logging into your account and following our returns process.

I have received my order but one of the items is missing, what do I do?

Please click here to email our Customer Services Team who will investigate this matter with our warehouse

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available.

Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes.

If we sent you the wrong item you will need to return it to us in the normal way.

Just click here to log in to your account, follow the links for requesting a return and select the item that you should have received as the item you are returning.

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team know how much you paid and provide them with a valid proof of posting certificate, they will reimburse you for these return postage costs. Please click here to email our Customer Care Team.

 

 

 

 

Promotions and Discounts

Can I use more than one discount offer on my order?

Our promotions cannot be used in conjunction with any other offer.

Why doesn't my promotional code work?

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.

Delivery

Which couriers do you use for your deliveries?

Our parcels are delivered by local postal services or by courier.

How long will my order take to arrive?

We aim to deliver orders placed with Standard Delivery within 8 working days of orders being paced. We aim to deliver orders placed with Tracked and Faster Delivery within 4 working days of the order being placed.


All orders will be delivered by your local postal service or by courier. If you delivery is late please check with your local depot.

 

Can I check for myself how my order is progressing?

If you wish to track your order and your tracking number begins with EK, please visit: http://www.parcelforce.com/portal/pw/track?catId=7500082.

If your tracking number begins with RML, unfortunately we are unable to track your parcel - please check our website for delivery times.

Please note the Parcelforce website is in English.

How do I track my order?

If you wish to track your order and your tracking number begins with EK, please visit: http://www.parcelforce.com/portal/pw/track?catId=7500082.

If your tracking number begins with RML, unfortunately we are unable to track your parcel - please check our website for delivery times.

Please note the Parcelforce website is in English.

Can I change the delivery address for my order?

Unfortunately we are unable to change the delivery address on any orders.

Do you deliver to PO Box addresses?

Yes, we should be able to deliver to a PO Box address.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes.

If we sent you the wrong item you will need to return it to us in the normal way.

Just click here to log in to your account, follow the links for requesting a return and select the item you should have received as the item you are returning.

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team know how much you paid and provide them with a valid proof of posting certificate, they will reimburse you for these return postage costs.


Please click here to contact our Customer Care Team.

 

What do I do if there is a problem with my delivery?

Our Customer Care team are here to help with any problems.


Click here
to email our Customer Care Team.

Returns and Refunds

What is your Returns policy for internet purchases?

You can return unworn internet purchases via post within 14 days of receiving your item.

Please note, we are unable to accept back unsuitable items after this time. This does not affect your statutory rights.

Some items are excluded from our Returns Policy. In the interests of hygiene, we do not offer refunds on pierced jewellery, underwear 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. Please also note that items must be returned with all of the barcode tags intact.

To return an item, log into your account and follow the onscreen instructions. Click here to log into your account.

 

 

How do I return an item to you?

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.

 

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 returns label sent with your order.

 

Peel off the label, stick it to the parcel and post it to us so within 14 days of receipt.

 

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference.

 

As an International customer you will not be sent a pre-paid label and and you will need to return any unwanted items at your own cost.

 

You can log in to your account here

 

If you are a French or German customer and decide to start shopping on one of our new, dedicated sites, your log in details will remain the same. Unfortunately, you will only be able to access your past orders at www.topshop.com so if you need to make a return, please remember this. You can access your past orders by selecting the United Kingdom as your shipping destination from the country the drop down within our site selector tool at the top of the site. If you're still having problems, please contact our Customer Care Team.  

 

Download a return label here

I returned my order, how long will my refund take?

Please allow 28 days from the day the parcel is posted for your refund to be processed.

Please note that some banks may take slightly longer to process your refund.

 

What do I do if there is a problem with my return?

Our Customer Care Team are here to help with any problems.

Click here
 to email our Customer Care Team. 

Will the delivery charge be refunded if my items are damaged or faulty?

If your item is damaged or faulty, we will refund the original delivery charge. 

 

Click here to email our Customer Care Team.

I have received an incorrect item or my item is faulty, will I have to pay to return it?

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team know how much you paid and provide them with a valid proof of posting certificate, they will reimburse you for these return postage costs.

Please click here to email our Customer Care Team.

Product and General Information

How can I select the correct site to shop on?

We've recently launched new international sites and made some changes to the way you should shop. Please select your shipping destination and language from the drop downs within our site selector tool at the top of the site to ensure you are shopping from the site which ships to your country.

 

If you are a French or German customer and you wish to access your past order history or request a return please select the ‘United Kingdom' as your shipping destination from the country the drop down within our site selector tool at the top of the site and login to your account. If you're still having problems, please contact our Customer Care Team.

 

If you can't find the country you live in on the drop down within our site selector tool at the top of the site, it unfortunately means that we do not deliver to where you live you right now. We are adding new delivery destinations all the time so make sure you check back soon.

 

How can I find items I want online?

Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for.

Alternatively, use the clothing links down the left hand side of the homepage.

Can I order items from your website that are not currently in stock?

You can only order items that are currently in stock.

However, we regularly top up the stock on our website so please keep checking.

How do I add my details to your mailing list?

Please click here to leave your details and we will add you to our mailing list.

If you're having any difficulties please contact Customer Care who will be pleased to help.

How can I have my details removed from your mailing list?

Simply click the unsubscribe link at the foot of the email.

If you're having any difficulties please email Customer Care who will be pleased to help.

Do you sell surplus stock?

We do not sell surplus stock to third parties as we already have arrangements in place with our suppliers to dispose of such stock.

I bought an item online but it is now faulty, what can I do?

Click here to email Customer Care.

How do I find out the sizes of products?

Click here to view our size guide

Contacts

I am a customer, how do I contact you?

Click here to email our Customer Care Team.

What is your ethical policy?

Please click here to see our ethical policy (in English).

Contacts

I am a customer, how do I contact you?

Click here to email our Customer Care Team.

What is your ethical policy?

Please click here to see our ethical policy (in English).