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    FAQs

    Orders & Delivery

    How do I know my size?

    Size guides with general recommendations are available on each product page to help determine your best fit. Click on SIZE CHART button to view size chart. Click on X at the bottom right corner of the image to have full view.

    Where is my Order?

    Our suppliers ship items within one to five days of receiving an order. From that point, it takes about 10-20 days for the items to arrive and customers will receive orders via our international courier partners. As soon as your product ships, you'll receive a tracking number that will let you keep tabs of where your order is at all times.

    Can I cancel my order?

    As soon as you place your order, due to the speed of the process, it gets sent out right away. Unfortunately, this means we will be unable to make any changes as it’s already being processed at the warehouse (Almost within seconds!). You’ll need to place another order or return any unwanted items.

    How can I track my order status?

    Once your item(s) have been shipped you will receive a confirmation email which will include tracking number to track your order through the carrier.

    Can I modify my shipping address?

    To make sure you receive your new ASAP, we'll start processing your order as soon as we receive it. Unfortunately, this means we will be unable to make any changes as it’s already being processed at the warehouse. You’ll need to place another order or return any unwanted items.

    Can I exchange an item?

    Unfortunately, we don't offer an exchange facility. Simply return your item(s) and reorder for a replacement. Your refund will be processed once we've received your unwanted items.

    Can I exchange for a bigger/smaller size?

    Please note that exchange will need more days than processing a new order. Since it will be quicker for you to place a new order directly, we suggest you return the item for refund. Please contact our Customer Service for further help.

    Why I didn’t get an email about my order being shipped?

    After placing your order, we may need 1-3 days to prepare your order. This will be our processing time to make sure that your order is accurate. This processing time does not include shipping time. We will inform you with an email after shipment or if there is any delay. Please make sure you login the right email account and please check your mailbox spam folder as well. If you can't find an email fifteen days after you’ve placed the order, please contact our Customer Service.

    Do I have to pay customs charges on my order?

    We can not guarantee that you will or will not be charged any customs and taxes duties. Any customs charges are applied at the discretion of the carrier and local laws and all customs charges will be payable by the customer and will not be covered by TOPGOLDMAN. For more accurate information, we’d suggest getting in touch with your local customs office for delivery charges at your end.

    Returns & Refunds

    How do I return?

    Our return policy lasts 28 days. Returns may be made by your chosen carrier and you will need to pay for your return. If you would like to return an item, you must notify TOP GOLDMAN within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item to the address below; Please review our Return Policy for returning an item. Please mark 'Returned Items' clearly on the outer packaging of your parcel to prevent any import charges and taxes being applied. Please use a trackable service and keep your proof of postage receipt until after your refund is processed. Returns Department, 13 Cairns Mews, London, SE18, 4JZ United Kingdom

    What is your return policy?

    Our return policy lasts 28 days. If you would like to return an item, you must notify TOP GOLDMAN within 14 days from the date of delivery. You will then have 14 days from the notification date to return your item To be eligible for a return, your item must be unused and in the same condition that you received it, only unworn, unwashed and unused products with original labels attached qualify for a return without repairs and with their corresponding purchase receipt. It must also be in the original packaging. The refund will not include the cost of the original shipping and packaging. You cannot exchange or return items of underwear, swimsuits without hygienic sticker, earrings, hosiery or socks. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. To complete your return, we require a receipt or proof of purchase.

    When will I receive refund?

    Most returns can be processed within 5 business days after we receive your package. Considering 3-5 days for delivery, we may need 10-15 days to confirm your refund. If you have chosen the refund to your credit card, the whole process may need 7-14 business days as you card bank need to process the refund to you. We usually refund to your card bank first within 48 hours. But your card bank may need 7-14 business days to transfer the money to your card account. We can't control the processing speed of your card bank. Please ask the card bank for detailed information. Please note shipping fee is non-refundable.

    How do I receive my full refund?

    We will offer a full refund for all returnable item, excluding shipping fee. Please see our Return Policy.

    Late or missing refunds

    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 support@topgoldman.com
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