FAQ
Return
What is your return policy?
● Please visit our Return Policy for any quesitons about returns and how to start your return process.
How can I cancel my order?
● You may cancel your order by emailing customer service at service@topwellone.com. Orders are usually dispatched within 24 hours of placing the order. If you want to cancel your order, please do so within 24 hours after placing the order. Orders canceled after more than 24 hours will be charged a 5% package interception fee. Orders cannot be canceled within 72 hours of placing the order because the package will be on the way within 48 hours.
Shipping
When Will My Order Arrive?
● Order Processing: All orders are processed within 1-3 days. Orders are not shipped or delivered on weekends or holidays.
● Order Shipping: Shipping time to United States, United Kingdom, France and Germany:
● Express Shipping: This way we will use the fastest shipping method. This shipping time usually takes 6 - 8 days. The total delivery time of this shipping method is 8 - 11 days.
● Free Shipping: No shipping costs for this shipping method. This shipping time usually takes 12 - 14 days. The total delivery time of this shipping method is 14 - 17 days.
● Shipment confirmation & Delivery: You will receive a Shipment Confirmation email containing tracking numbers once your order has shipped. The tracking number will be active within 24 hours.
During peak logistics seasons such as Black Friday and Christmas Eve, the delivery time will be extended by one week to 10 days.
Products
Size information
● We understand the importance of purchasing the correct size when ordering online which is why all products have detailed sizing information within their product descriptions.
● You can find this information by clicking the 'sizing' button which will open a window displaying exact measurements in inches, how we measure our products, and how these measurements compare to international sizing charts.
● In most cases, the conversions are provided by the brands we stock and these can vary from country to country so we always advise customers to check the actual measurements in inches for clothing and accessories.
● If you require any assistance with product sizing please contact our Customer Service Team and they will be more than happy to assist you.
Order
Where is my order?
If your order has not arrived when you were expecting it then please check the following:
● Check you have received a dispatch confirmation email from us.
● Check the tracking link via your dispatch confirmation email to view the most up-to-date information on the whereabouts of your parcel.
● Sign in and check your account on our website. Is your delivery address correct? Are your contact details up to date?
● Check for text messages, emails, and attempted delivery cards from one of our couriers. Your parcel may be awaiting collection at a local delivery depot or you may need to re-arrange delivery.
● Check no one else residing at your address has taken receipt of your parcel.
● If you still can't locate your parcel then please contact our Customer Services team with your order number to hand. We will endeavor to find your parcel straight away.
● All of our shipments are insured to the necessary value, so should it not be found we will arrange a replacement or refund for you.
There is a problem with the order I received.
● If there is an issue with your order when you receive it please contact our Customer Service Team who as soon as possible. We will do our best to resolve this issue as quickly as we can.
How do I know if my order was successful
● We will email to confirm your order has been received and is being processed. You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.
Payment
What payment method do you accept?
● We accept credit card payment methods
How to use PayPal payment
● If you choose PayPal payment, select PayPal when checkout, you can complete the order without online payment. Please contact us when the order is complete. Tell us your order numbers and pay via PayPal
Mobile SMS: +1 (518) 507-9977
service@topwellone.com