Shipping & Returns
WELCOME TO Top Brands Zone
Our contact details are as follows:
Top Brand Zone
7 Wynnstay Road
Colwyn Bay
Conwy LL29 8NB
United Kingdom
General email: sales@topbrandzone.co.uk
1. GENERAL SHIPPING AND HANDLING INFORMATION.
Our standard delivery method is via Royal Mail First Class Recorded Delivery at a charge of GBP 3.99 for all UK orders, Europe GBP 7.95 and Rest of the World GBP 9.95. Express delivery methods can be used where required, just contact us prior to order and we can arrange and price for the most appropriate postal method to be used. All products are sent in discreet plain wrapping, with no external indication as to the contents, or reference to our company. All delivery addresses will be copied as per the customer input at time of order. If the carrier or postman cannot deliver because of an incorrect address then we reserve the right to charge an additional supplement for any second delivery attempt.
Whilst we try to deliver all goods ordered in accordance with our pledge, we take no responsibility for any consequence of late delivery however caused.
2. DELIVERY.
We aim to send all orders within the shortest time period possible, we appreciate that you will want your item as soon as possible so we will endeavour to get it to you without any unnecessary delays. If you need to know that an item will be delivered in time for a special occasion then call our Enquiry line 0844 3511494 so that we can stock check and confirm the delivery deadline for you.
We usually send all items ordered before 12 noon on weekdays (that are in stock) on the same day, certainly within 1 working day of order, however if for any reason an item is not in stock at the time of order then this may cause the posting of the item to be delayed and an indication of how long this will be is usually stated within the item description and depends on our scheduled deliveries from our suppliers. During seasonal or peak busy periods, it may take up to 21 days to deliver (but please be assured that this is very rare and very much the worst scenario). In the event of this happening we will contact you to advise you of the delay, if this is not acceptable we can offer an alternative product or style that is available or grant a full refund. This is a rare occurrence but can happen during seasonal and busy periods.
3. BACK ORDERS.
If you have registered to receive our Newsletter then you will be informed in advance of any new lines of stock that we will be adding to our range and you will have the opportunity to pre-order an item should you so wish, this will then be treated as a back order and the order will be sent when the stock has been received by us in accordance with our delivery pledge. Anticipated dates of stock arrival are always stated within the newsletter but will only be an approximate date.
We do try to alert you of all 'out of stock' items within our product descriptions on our site, but during our busy times there may be an overlap in our stock updating system. This is a rare occurrence, but urgent requirements should be mentioned to us to avoid any disappointment when ordering.
4. RETURNS POLICY
We offer a 100% guarantee that if you're in any way dissatisfied with the goods you have ordered, we will exchange them or give you a refund (less Postage costs) provided that you return them to us in their original condition and packaging, unworn and unwashed, with all labels intact. Please ensure that items of an intimate nature such as underwear/swimwear etc. are tried on over your own underwear. We reserve the right to refuse returns of items where it is apparent that this has not been done.
Please note that returns on very intimate items such as hosiery and some types of jewelery e.g. earrings are excluded from our general returns policy for hygiene reasons. These conditions do not affect your statutory rights.
No returns on Made To Measure items will be accepted unless the item is deemed faulty.
It is absolutely essential that when you return goods to us you obtain the 'certificate of posting/shipping' and that you ask for a 'signed for service' or a recorded delivery service for your package(s) that you are returning. We accept no responsibility for any items that are lost in the post. It is also advisable to email us when you have posted the goods so we know it’s on its way.
Once we have received your goods we will then process your request for either a refund or replacement. Please allow up to 14 days from receipt of your return for this to be done. In busier periods such as Halloween, Christmas and Valentines this can be up to 21 days. We will not make refunds to a third party.
5. YOUR RIGHT TO CANCEL.
If, for any reason, you wish to do so you have the right to cancel any order you have placed (other than in respect of goods made to your specification or clearly personalized). Where the goods have been delivered to you, you may return them up to 7 working days, starting from the day the goods were received, in line with the Consumer Protection (Distance Selling) Regulations 2003.
All cancellations must be notified in writing within 7 days stating your Order Number and Name. We strongly advise that you Email your cancellation to ensure that you meet DSR deadlines.
6. ITEMS DAMAGED IN TRANSIT - CLAIM TIME LIMITS.
It will be your responsibility to inform us immediately of any damage to the delivered goods. and we must be notified no later than 48 hours after delivery. It is imperative that you do not dispose of any of the packaging as this will be required to effect the claim against the carrier.
7. INCORRECT GOODS RECEIVED.
Please notify us of any incorrect goods supplied within 24 hours of delivery. If the items are not what you ordered, you must not open the manufactures packaging or use the items. We will not exchange or refund for any suspected used garments. It will be your responsibility to notify us of any problems.
8. OUR GUARANTEE.
Top Brand Zone will offer a guarantee that if you are dissatisfied in any way with the products ordered from us, including products in a faulty condition that we will either exchange them for products of equal value or provide a refund provided of course that the products are returned unworn with labels intact and that they are in a proper and resalable as new condition. In order for an exchange or refund to be made you must first notify us by email within 7 days and they must be returned to us within 14 days of receipt.
If you wish to return goods, please detail items being returned and reason for return and post them to the address above, ensuring they are securely packed and you obtain proof of sending from a post office – should goods fail to reach us we will require evidence of posting.
