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, please contact info@topazswimwear.com

How will you ship my UK order?

Shipping / ReturnsShipping:

We offer free shipping on UK Orders over £100. We ship international and is calculated at checkout.

Royal Mail Tracked 48 £4

Royal Mail Tracked 24 with Signature £4.80

Royal Mail 2nd Signed [ Not Tracked] £3.50

Standard International Tracked & Traced £9.95

Europe Tracked & Traced  £9.95

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

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

Delivery is Monday to Friday (excluding bank holidays). 

After 12pm on a Friday, Shipping will not be sent until the following Monday.

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!

Due to the increase in false claims of delivery's not being received, as a small business we are left with no choice to not refund the goods of the order. Customers claiming to have not received but they have received.

When placing an order you are notified 3 times on the date and time of the delivery, if you are not going to be home we advise you to reschedule the parcel.

Customers are now required to contact their card company if they claim to have not received any item. 

You your order will be shipped again after investigation.

What is your returns policy?

Please note, this returns policy applies only to Products purchased online through our website.

This returns policy was last updated on January  2023.All returns must be made with a courier of your own choice. 

Returning a Product because you have changed your mind

Cancellation and refund policy

You have a legal right to cancel your contract if you change your mind within 14 days after you receive the Product. To exercise this right you must let us know that you have decided to cancel your contract within 14 days after you receive the Product, this excludes sale items. 

You can inform us of your decision to cancel your purchase by writing to us at: info@topazswimwear.co.uk

Please provide details of your name, address, your order number and email address, and, where available, your phone number, to help us identify your order.

If you would prefer an exchange, please request an exchange of sizing on the form.

Once approved, you can download a Returns form below. 

Full Price Returns Form

If you decide to cancel your contract, you should return the products to us at the address set out within 14 days of telling us you wish to cancel your contract. You will have to bear the cost of returning the Products to us (including import taxes and duties we incur as a result of the return).

Where you have cancelled your contract we will refund the price you paid for the Products, by the payment method used to pay for the original transaction, within 5 days after we have received the Products back from you (or evidence that you have sent the Products to us). We will refund the price you paid for the Product.

Please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the Products if this has been caused by your handling them in a way which would not be permitted in a shop.

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 hygienic stickers 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 and will be sent back to you. 

Returns must be received within 14 days of submitting a return, and within 28days of receiving the items. If items exceed this window your will be offered a credit only or they will be returned. 

Sale Items

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

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 exchange only as they are classed as offers / sale items.

All orders placed using a discount code which is not the welcome code are classed as sale items and are subject for an exchange or credit only.

Any free gifts sent with purchase must be returned if order is returned. We will deduct the value of the gifts off the refund if these are not returned.

If you would like to exchange your item or have store credit, please complete the form below. We do not give refunds on sale items. 

 Sale Item Returns Form

 Address:

TOPAZ LUXE LTD

22A WINCHESTER WAY

CHELTENHAM, 

GL513HA

If you are a UK or EEA consumer, advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office or equivalent consumer protection organisation in your jurisdiction.

TOPAZ LUXE LTD

22A WINCHESTER WAY,

CHELTENHAM,

GL51 3HA

UNITED KINGDOM

info@topazswimwear.com

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.  

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). 

Full Price Returns Form

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 resale-able 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!

PRE-ORDER: These are items that are not available and/or are currently sold-out from our physical/online shop.

Pre-Orders are subject to first come serve basis. Our Limited Edition Collection are likely to sell out and will not be restocked. We recommend Pre Ordering to avoid disappointment.

Please make sure you have read and understood all the conditions written here before submitting your Orders.

1. “Full payment” is required & should be made by purchasing online.

2. Cancellation of orders is not allowed once the Order has been placed nor could it be exchanged for other items until order is received. All pre-orders made are considered as sold.

3. Estimated Date of Arrival: Shipment is based on the shipping schedule of our selected courier.

4. Once the products have landed and received by our team. You will then be informed via email address. We will immediately have all your orders packed in the next 24 Hours and schedule it for shipment. In the case of lost items during shipment we shall refund in full the amount that you have paid and shall offer a discount on your next possible purchase from us.

5. Pre-orders are non-transferable. All orders made shall ship directly to the person and address specified in the order.

6. Pre orders are subject to a credit only and not fund refund. Due to made to order.