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Additional Information
Frequently Asked Questions (FAQs)
Q: Where is my order?
Answer: After purchase, you should have received an order confirmation. Your item will be dispatched within 1-3 working days, with two-man delivery taking 2-5 days on dispatch. Once the item is dispatched, your order will be updated with a valid tracking number and courier information. If you have difficulty tracking your order, please contact us via messaging or other provided means of communication.
Q: How do you know my delivery date?
Answer: You will be contacted via the carrier on the mobile number you provided, through text messages. Additionally, you can track your parcel online using the provided tracking information. You may also change the delivery date or arrange a pickup at your nearest depot or parcel shop if you won't be available at the property.
Q: What happens if the item is not as expected?
Answer: You are covered by a 30-day money-back guarantee. Please contact customer service immediately and keep the item unused within the original packaging.
Q: Can you deliver on the date of my choice?
Answer: We will do our best but cannot guarantee a specific delivery date. You can either contact customer service or leave a note during the purchase, and we will attempt to deliver on the date you specify (within or after the estimated date). Please note that we cannot guarantee the exact time of delivery. Alternatively, you can alter the delivery date via the respective mobile app or redirect it to your nearby parcel shop or depot.
Q: Can I change the delivery address?
Answer: Yes, you may change the delivery address, but this request must be formally made via written confirmation in an email. Please include your order number, and the request must be made before the item is dispatched.
Q: I may not be home on the day of delivery, what should I do?
Answer: All our deliveries are traceable online. You can change the delivery date, leave the item with a neighbor or in a safe place, or redirect it to your nearby parcel shop or collection depot.
Q: Why is my delivery delayed?
Answer: Generally, your item should be delivered within 4-7 working days.
Q: How do I know the exact delivery date and time?
Answer: Please refer to the tracking code provided and track your order online. If you cannot find any information, email our customer service number. You can also contact the Courier Company, whose information will be updated on their purchase order.
Q: I'm really not happy, very bad experience with my purchase.
Answer: We understand that distance shopping may not always be 100% accurate. Due to third-party delivery involvement, we may not have full control, but we are committed to assisting you and meeting your expectations. Before opening a case or providing feedback, please give us a chance to address your concerns, and we will strive for efficiency and perfection.
Q: I have a problem with my purchase or the item I bought.
Answer: We are happy to address any issues, and they will be resolved within 48 hours. Buy with confidence.
Q: How do I contact you?
Answer: You can reach our customer service at 020 80 64 1544. Additionally, you can connect with us online via email at info@toplinestore.co.uk or visit our website at www.toplinestore.co.uk.
Feel free to reach out to us with any further questions or concerns. We are here to assist you in every way possible.
Sincerely,
Topline Store Team
Shipping & Return
Returns & Refund
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, Mattress (unless its not opened from plastic and never used). We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
To complete your return, we require a receipt or proof of purchase and if any issues with product proof of it along with pictures.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@toplinestore.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@toplinestore.co.uk
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please consult with sale support team as different items may refer to different warehouses, email us at: info@toplinestore.co.uk
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, Mattress (unless its not opened from plastic and never used). We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
Additional non-returnable items:
- Gift cards
To complete your return, we require a receipt or proof of purchase and if any issues with product proof of it along with pictures.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@toplinestore.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@toplinestore.co.uk
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
To return your product, please consult with sale support team as different items may refer to different warehouses, email us at: info@toplinestore.co.uk
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
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