Returns Policy
You may return most new or unopened items within 30 days of delivery for a full refund. We will also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund sooner than that. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, please Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.
Shipping
We only deliver to the United Kingdom Mainlands, please note that there are restrictions on some products, and some products cannot be shipped to the British Isle destinations. Internation shipping destination are not offered at the moment.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.
FAQ
HOW CAN I RETURN MY ITEM IF IT ISN’T SUITABLE?
We offer a 30 day returns policy which starts from when you receive your parcel. You are not required to obtain permission from us to return an item, assuming it is still in an unused condition with the tags intact. Simply fill out the returns section of the invoice included in the parcel and post it back to us with your item to our returns address which is: TopSox (Metzuyan LTD), Pilot Mill, Bury, BL9 9EF, United Kingdom. We recommend using a tracked service to return items in case any problems arise with your return. Buyer pays return postage costs. If you have received a damaged or incorrect item, please contact us to obtain a free returns label.
HOW CAN I CONTACT YOU IF I HAVE ANY PROBLEMS WITH MY ORDER?
Our customer service team are happy to assist with any problems with your order or any queries you may have about our products. Please use the ‘contact seller’ option to send us a message via the messaging system. We aim to reply to all messages within 24 hours Monday-Friday. Any queries sent over the weekend will be responded to on the following Monday.
IVE MADE A MISTAKE WITH MY ORDER, CAN I CHANGE IT?
We will endeavour to make amendments to orders where a mistake has been made, however, please note that we cannot guarantee this. We dispatch items throughout the day and once an order has been processed, we are unable to make any changes. Please contact us as soon as you notice any errors and we will try our best to accommodate any changes. If your order has already been dispatched, the usual returns policy will apply if you wish to send it back to us.
I'VE RECEIVED AN INCORRECT ITEM OR MY ITEM IS FAULTY, WHAT DO I DO?
We have a quality control procedure in place to try our best to keep incorrect items/faulty items being sent to an absolute minimum. If on the rare occasion you receive an item that is damaged or that is different from what you ordered. please contact us as soon as possible to inform us of the issue. Our customer service team may request photographs from you to be able to issue you with a free returns label. To speed up this process we recommend attaching images of the problem item and your invoice showing the packers signature to your initial message to us. We will endeavour to replace or fully refund for any items which are damaged or incorrectly sent.
IF I ORDER MORE THAN 1 ITEM, CAN YOU OFFER ME A POSTAGE DISCOUNT?
We aren’t always able to offer postage discounts as our postage fees are calculated based on weight. Postage costs are listed in the ‘postage and payments’ tab on each listing. Any discounts listed here will only be applied when using the ‘add to basket’ option and paying for your items in one transaction. Paying for items individually will be liable to the full postage cost which we are unable to refund once the order has been placed.
HOW DO I RECEIVE THE DISCOUNT OFFERED ON YOUR LISTING?
We constantly offer promotions and discounts to our customers to give you the best value for our products. This may be a standard discount from a previous selling price, or it may be part of a multi-buy promotion. These promotions are advertised on our listing and generally require a purchase of more than 1 item. To receive these discounts and promotions, you are required to add all eligible items to your basket where the discount will be applied before proceeding to the checkout. Unfortunately, we are unable to make any refunds once orders have been placed for offered promotions if these steps aren’t followed. This also applies to any ‘free postage above a certain spend’ promotions.
MY PARCEL HASN’T ARRIVED, WHERE IS IT?
For items sent via a tracked postal service, you will be sent your tracking number via email once we have shipped your parcel. Please check the status on your tracking number in the first instance. If your parcel is showing as delivered but you don’t have your item, we recommend checking in any safe places or with any neighbours to see if they have accepted the parcel on your behalf. If your tracking does not show as being delivered or your parcel was untracked and hasn’t arrived after 7 days, please contact us to try and resolve this for you.
HOW LONG DOES DELIVERY TAKE?
The service you choose when you place your order will determine when you should expect to receive it. We dispatch items the same day before 9am for T48 standard delivery and 1pm for T24 Delivery, any orders received after this time will be dispatched the following working day. For all T48 standard estimated delivery time is 2-3 working days and T24 delivery estimated delivery time is 1-2 working days (Please note, orders placed after 1pm on Fridays will not be dispatched until the following Monday.). Please allow for these timescales before contacting us about your parcel.