FAQs

How do I contact Customer Service?

We want your shopping with us to be hassle-free, so if you’ve got any questions at all, have a Live Chat with one of our brilliant customer service team, email us at shop@tstm.com.au or call us today on 1300 867 747.

Can I use my student discount online?

Of course! Simply register and verify your student status with Unidays. You will then need to log into your Unidays account to receive your exclusive discount code. Simply enter your code in the promotion code box at the checkout to receive your 10% discount. Student discount is not available on sale items or giftcards. Topshop reserve the right to terminate this discount without notice. 

What currency is used at au.Topshop.com & au.Topman.com?

All prices will be charged in $AUD inclusive of GST. 

How do I reset my password?

You can reset your password here. You will then be emailed a link to set a new password. Please allow up to 10 minutes to receive the email, multiple password requests may result in your account being locked. If your new password does not work please contact our Customer Service Team and we'll get right back to you.

How do I unsubscribe from the Topshop or Topman newsletter?

To unsubscribe from our mailing list, please click on the link at the bottom of the last email you’ve received. Alternatively please contact our  Customer Service Team on Live Chat, email us at shop@tstm.com.au or call us on 1300 867 747 and we can action this for you. 

Are my personal details secure with Topshop Topman?

Yes, we store Personal Information in a combination of secure computer facilities and paper-based files. In so doing, we have taken reasonable steps to protect your Personal Information from misuse, loss and unauthorised access, modification or disclosure in accordance with our Policy.  Electronic Personal Information we collect from you is stored on password-protected virtual servers.  

Do you have online Terms and Conditions?

Yes, they can be viewed here

How do pre-orders work?

When we’re about to launch an exciting new product range, we'll post it on the website in advance, along with details of when it will be in stock. To make sure you don't miss out you've got the option of ordering and paying for it ahead of time. We'll email you the moment it arrives, before sending it straight out to you.

Can I cancel my order?

Yes, however to cancel your order you will need to contact our Customer Service Team as soon as possible after the order is placed. You can contact our Customer Service Team on Live Chat, email us at shop@tstm.com.au, or call us on 1300 867 747.

Can I make an order over the phone?

Yes, call our friendly Customer Service team on 1300 867 747 and they can place your order. 

Can I amend any part of my order?

Unfortunately we cannot amend any part of your order (including delivery address and shipping options) once it has been submitted, however we may still be able to cancel your order. Please contact the Customer Service team as soon as possible on either Live Chat, email at shop@tstm.com.au or call us on 1300 867 747.

Can I still order online if I don’t have a credit card?

Of course! Topshop accepts PayPal and Afterpay both of which allow you to pay securely via debit or credit card.

What if I don’t receive an order confirmation email?

If you don’t receive an email confirmation after placing your order, it is most likely that your order request has not gone through. Please contact one of our Customer Service team on Live Chat. Alternatively you can email us at shop@tstm.com.au, or give us a call on1300 867 747. 

How do I know if my order has been received?

A printable confirmation page will pop up as soon as your order has gone through. You’ll also receive a confirmation email for your records. In the rare event that you don’t, please contact our Customer Service Team on Live Chat, email us at shop@tstm.com.au or call us on 1300 867 747. 

I still haven't received my order?

We will send you an email when your order has been dispatched (Please note that your order may be dispatched from multiple locations resulting in multiple deliveries and emails). If you haven't received your order within the postage time frame, please contact our helpful Customer Service Team on Live Chat, email us at shop@tstm.com.au or call us on 1300 867 747 and we will get right back to you.

Can I track my order online?

You will receive an email when your order has been dispatched so you know it's on the way to you! The email will have a tracking number which you can use to track the progress of your order here

How long will my order take to arrive?

If you order is under $75 you can choose between:
– Standard delivery $10 (3-5 working days).
– Same day delivery service in Sydney Metropolitan Region $15 (specific postcodes).

For orders over $75 you can choose between:
- Standard delivery FREE (3-5 working days).
- Express delivery $5 (the following business day)
- Same day delivery service in Sydney Metropolitan Region $15 (specific postcodes)

Click here for full delivery options.

Can I place an order online and collect it from a store?

Yes you can! Simply select the Click and Collect option at the checkout and follow the prompts to select your chosen Topshop or Topman store. We will send you an email when your order is ready for collection. Please note that Click and Collect is not available at our Myer concession stores at this stage. 

I am missing an item from my order, what can I do?

We may have sent your items in separate parcels, please check if you have received multiple dispatch emails . If you believe you are missing an item please contact our Customer Service Team on Live Chat, email us at shop@tstm.com.au or call us on 1300 867 747.

Can I use Afterpay instore?

Of course, you can use Afterpay instore and online! Simply register on afterpayit.com.au from your mobile device, select the amount you want to spend, provide your credit or debit card details and you will be instantly approved. Once you have chosen your items instore and you’re ready to pay, head to the checkout and present your Afterpay barcode. 

Can I use Afterpay online?

Yes, and it is super easy to use. Simply select Afterpay as your payment option in the checkout. Nominate the debit or credit card you want to use and Afterpay will schedule your 4 equal payments for you.

How will Afterpay refund me?

Once your return has been processed further payments for the particular items are cancelled and what has been paid so far for the item/s is refunded back into your nominated account. 

What is PayPal?

Paypal is a payment method for online purchases. It offers a fast, easy and secure method of payment without sharing your financial details with the merchant. 

How will PayPal refund me?

Once your return has been processed the refund will take 3-5 working days to be returned to your credit card or Paypal account. 

What are the delivery options?

For orders under $75 you can choose between:
– Standard delivery $10 (3-5 working days).
– Same day delivery service in Sydney Metropolitan Region $15 (specific postcodes)

For orders over $75 you can chose between:
- Standard delivery FREE (3-5 working days).
- Express delivery $5 (the following business day)
- Same day delivery service in Sydney Metropolitan Region $15 (specific postcodes)

For full delivery details please click here.

Does someone need to sign for the parcel?

Yes, to ensure your pacel is delivered safe, all parcels need a signature when they’re delivered. If there’s no one authorised to sign, the delivery driver will leave a card and the parcel will be returned to the nearest Australia post for you to collect.

What if my order is damaged when I receive it?

We aim to deliver products to the highest standard. If you unfortunately do receive damaged product please contact our helpful Customer Service Team on Live Chat, email us at shop@tstm.com.au or call us on 1300 867 747 to organise a refund or exchange

What if I’ve received an item I didn’t order?

Please contact our Customer Service Team on Live Chat, email us at shop@tstm.com.au or call us on 1300 867 747  and we can sort that out.   

Will all my items arrive in the same parcel?

Your items may arrive in separate parcels but we will advise you via email when to expect each item. We endeavour to send all of your items together but in order to fulfill your order, items may arrive at different times. 

What happens if I miss my delivery?

If there’s no one authorised to sign, the delivery driver will leave a card and the parcel will be returned to the nearest Australia post for you to collect.

My nominated next day delivery is late, what do I do?

We're really sorry to hear that your order hasn't arrived in time. Please contact a member of our Customer Service Team as soon as possible on Live Chat, email at shop@tstm.com.au or call us on 1300 867 747. 

Can I send something as a gift?

Of course, but please be aware that a tax invoice with the price you paid will arrive with the purchase.

What is Click & Collect?

Click and Collect is a free service that allows you to place an order online and collect from any standalone Topshop & Topman store in Australia! 

What items are available for Click & Collect?

All items online are available for Click and Collect, the only exception is sale items.

How do I know when my order is ready to collect?

You will receive an email and SMS confirmation once your order is ready for collection. Please ensure you receive a confirmation before visiting your store to avoid disappointment.

What will I need to bring with me to collect my order?

To collect your order you will need to present photo ID (E.G. drivers license or passport) and proof of purchase such as your order invoice or notification email or SMS. 

How long are orders kept instore for collection?

Orders are kept instore for 7 days. You will receive an email and SMS when your order gets into store and a reminder after 3 days. If your order hasn't been collected after 7 days we will automatically refund the item into your account

What happens if I can't collect within 7 days?

If you can't collect your order within the 7 day period please contact the store as soon as possible to arrange an extended hold time or to refund the order. 

Can I return my Click & Collect item/s after collection?

Yes, all Click & Collect orders are treated as normal purchases and adhere to the same returns policy. 

Can somebody else collect my Click & Collect order on my behalf?

At present, only the name on the order can pick up Click and Collect orders. 

Is there a minimum spend to use the Click & Collect service?

There is no minimum spend to use the Click & Collect service. Happy Shopping!

What if I change my mind about an item?

For a change of mind we're happy to accept returns and exchanges as long as they meet the following conditions. Full price items need to be returned within 30 days and sale items need to be returned within 14 days. The items must be unused/unworn, and in the original packaging with any tags still on them. View our full Refunds and Exchange Policy here

Can I return something that I’ve bought online to a Topshop or Topman Store?

If you paid online with your debit/credit card or Afterpay, you can simply return the product to any Topshop or Topman store (excluding Myer concession stores). If you used PayPal to pay for your purchase, we can only process refunds and exchanges by mail.

If you post your return back to our online store then you’ll have to pick up the postage charges. Of course, if an item happens to be faulty, or we’ve sent you the wrong item, then we will cover the costs of posting it back. See our refund and exchange policy here.

Can I refund or exchange an online purchase?

Of course,  If you’re not 100% satisfied with your purchase, we’ll gladly offer you a refund or exchange instore or by post. Full price items need to be returned within 30 days and sale items need to be returned within 14 days. We can only accept your items back if they’re unworn, in original condition, with all tags attached. View our refund and exchange policy here.

How will I be refunded if I return an item?

Regardless of whether your return is processed by our Online Customer Service team or instore, the refund will always be made using the original payment method. If you're returning an item instore please ensure that you have the same debit/credit card that was used to pay. Please see our Refund and Exchange policy for more details.

How long will it take to receive my refund?

Returns are processed on a "first come, first served" basis, and your refund should be processed within 7 working days during normal operating periods. Once our Customer Service Team has processed your return, your refund will be returned to your nominated bank account within 3-5 working days. If it’s not there after this time, please contact your bank directly. Please see our Refund and Exchange policy for more details.

Are there any items I won’t be able to return?

Unfortunately there are some things we can’t accept for return or exchange. Our Health and Hygiene Policy means we can’t accept hosiery, lingerie, underwear & socks, headwear swimwear, vintage, unsealed makeup or fragrances, pierced jewellery or food and beverage items unless it’s faulty. Non-merchandised items, such as gift cards and event tickets, are also not eligible for return. Please see our Refund and Exchange policy for more details.

Can I return shoes that didn’t fit?

Yes, no problem! As long as the shoes are unworn, in their original condition and in the shoebox you are able to return. 

The item I received is faulty. What should I do?

We're sorry to hear that there was an fault with your item! We aim to deliver products of the highest standard, if an item does not meet this standard please contact our helpful Customer Service Team on Live Chat, email us at shop@tstm.com.au or call us on 1300 867 747 and we’ll organise a refund or exchange for you. 

I want to return an item but the 30 days has passed, what are my options?

We assess all returns on a case-by-case basis, but generally we do not accomodate a return or exchange after 30 days. You can visit your local store in Australia where our staff will be happy to examine the item for you. Alternatively please contact our helpful Customer Service Team on Live Chat, email us at shop@tstm.com.au or call us on 1300 867 747

How do I package my return?

You can use the bag or box that your order originally came in. Please ensure that it is securely sealed with a completed returns slip inside, detailing the reason for return. To save any confusion in the post, it would be best to remove all other labels on the outside of the package and just leave the Topshop returns address.

Please keep in mind that you're responsible for packaging the item and ensuring that it is returned to us in it's original condition.

Click here to download a returns slip. 

Do you have a size guide?

For all information regrding our garment sizes and international conversions, please refer to our Size Guide.

What if I can’t find something I’m looking for on the website?

We endeavour to have all of our stock available online, if there is something you cant find please check back as we have new stock delivered weekly! Alternatively contact one of our Customer Service Team on Live Chat, email us at shop@tstm.com.au or call us on 1300 867 747.

The item I want is sold out, what can I do?

We're not able to let you know if or when an item is going to be restocked. It is worth checking back as we have weekly deliveries! Alternatively you could search the key terms in the search bar to find similar items (E.G. Black Slip Dress). 

Are all of your concession brands available online?

Yes all of our fantastic brands are available to order online, you can view them all here.

Why is the price of an item different instore to online?

Occasionally prices may differ instore and online due to exclusive promotions and offers. For further assistance please contact our Customer Service Team on Live Chat, email shop@tstm.com.au or call us on 1300 867 747. 

What if my gift card is lost or stolen?

Unfortunately our physical gift cards are like cash and if they are lost or stolen they can't be replaced or refunded. 

What is the expiry date on giftcards?

Giftcards have a 12 month expiry from the date the giftcard was issued.