FAQs

Where is my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

How do I track my order?

Once you have completed your order, you’ll receive a confirmation email with your order details. Our team will then be working extremely quickly to get this order picked and packed and sent out to you. Once this has been dispatched, you’ll receive an email notifying you of this with a tracking link included. Your tracking will continue to update as your parcel makes its way to you so please be patient!

If in the rare occasion your item is faulty, you can request a returns postage slip at https://www.topazluxe.com/a/returns  

How will you ship my UK order?

EVRI 1st Class Tracked Signed For - £4.50 

If you choose to have your goods delivered by EVRI 1st Class, we aim to deliver your goods within 1-2 working days.

EVRI 2nd Class Tracked & Signed For - FREE

If you choose to have your goods delivered by EVRI 2nd Class, we aim to deliver your goods within 3-5 working days.

Delivery is Monday to Saturday (excluding bank holidays). 

 UK Next Day Delivery - £6.50 Order before 12pm

How will you ship my INTERNATIONAL order?

Europe - £9.95 - Sent We aim to deliver countries outside of the EU within 10- 15 working days. 

Please note an additional customs payment may be required on receipt. 

 United States - £9.95 

 Rest of The World - £9.95 

Can I change my delivery address after placing my order?

We know our customers want their items ASAP so as soon as your order is placed, our team is on it ensuring this is dispatched as quickly as possible! Unfortunately, this does mean that we’re not always able to change any order details once the order has been confirmed (so always double check before you click confirm!) If you need details amending or the order cancelling, please send over the order number and what exactly needs to be changed/cancelled to one of our social media channels or info@topazluxe.co.uk and we’ll try our best to sort this for you!

What is your returns policy?

All returns must be made through our returns portal either sent using a prepaid label provided by us or with a courier of your own choice. 

Returns must be returned to our returns team within 14 days of receiving delivery of your parcel in the UK and 28days for International Orders. 

Eligible returned items can be refunded via the original payment method or via store credit.

Items must be returned in its original state with all tags still attached and hygenic stitckers in place. Garments that are returned with signs of being worn or delivered to our returns team outside of the stated 14 day policy window will not be accepted. 

All Sale Items will be subject to exchange or credit only. You can request this through the returns portal. Gift cards are non returnable. 

 You can purchase two sizes of the same style and return one of them unworn.

Bundles purchased together with a discount are subject to exchange only and must be returned together.

Buy 1 Get 1 Free Offers are subject to returns only on both items. Both items must be returned for a full refund. 

Will I be charged customs and import duties?

Topaz Swim will not be liable for packages refused or held by customs for delivery. We request that you contact your customs office and ask about import regulations and restrictions before placing your order. It is important for you to become familiar with Customs policies for your specific country before ordering. 

Customs regulations differ by country and not knowing their regulations can result in your order incurring high import duties, the delivery being delayed or even returned. Please check with your Customs office to see if your country permits the shipment of the products you are planning to order from us and if any additional licenses or permits are needed. 

However, if your parcel does incur customs taxes or duty it's entirely up to you (as the receiver) to cover these costs. Unfortunately, as these charges differ from country to country we are unable to directly advise you on what these might be. We recommend contacting your local customs office prior to ordering so you're not surprised by any unexpected delivery charges. 

By law, all items must be declared at their full price and we cannot alter the amount to decrease any custom fees. In the unlikely event that you wish to refuse your delivery, you may still be held responsible for the original customs fees or import duties and the cost of returning the package to us. We regret that we can only refund you the value of your order minus any fees we are charged upon return for your item. If a delivery is refused by you then, unfortunately, we cannot be held liable for any loss or damage incurred by your order during transit back to us.  

Are returns free?

Please follow link below to return/ exchange your items. Returns & Exchanges

Once your return is approved by our team we will send you a link to a pay for your return label, which is £5.28.

For international returns outside of the UK and US, we do not provide free returns labels and cannot be held responsible for any return postage costs.

If you require a different size or want to exchange what you’ve bought for another style, we are happy to offer exchanges within 14 days of purchase (UK) and 28 days (overseas). 

To proceed with an exchange, simply head over to RETURNS

We currently cannot process exchanges without generating a new sale, place a new order and we will ship this out to you straight away. The item must be returned unworn, undamaged in the original packaging with the hygienic sticker and ziplock bag. 

Any items returned do not meet a resaleable state will be returned to the customer.

How long does it take for my refund or exchange to be processed?

Refunds and exchanges are processed within 5 working days of us receiving the item(s) back at our warehouse. Weekends aren’t included in working days and we only begin this countdown when the items are in our warehouse, not when they were posted back, so please bear this in mind especially if you’re returning internationally! 

Please note, if you’ve sent your item back for an exchange, we take approximately 5 working days to process the returns and then your exchanged item will take 2-3 working days to deliver for UK orders or 3-7 working days for international orders. If you require your replacement item within two weeks of you receiving your initial product, we recommend re-ordering and sending your current item back for a refund.

Have you received my return?

We don’t contact our customers as soon as we have received your return, only when we have processed a refund/exchange so there’s no need to panic if you haven’t heard from us – we’re just working our way through our returns! If you want to see if we have received this in the meantime, we recommend checking your returns tracking number (found on your postal receipt).

My refund is incorrect

We’re so sorry to hear this and want to get this resolved for you as quickly as possible so please send over an image of your returns postage receipt to: info@topazluxe.co.uk along with the names of the items you returned and we’ll have this sorted for you!

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