FAQs
"HELPPPPPPP!"
We hear you! Help is right here. Navigate to the appropriate section below for answers to your queries. For quicker navigation, hit CTRL-F (for Windows) or Command-F (for Mac) and type in a keyword to search for on this page, for example, “shipping” or “postage”. Were your queries not fully addressed? Simply contact us and we’ll set you right back on track!
General Information
All prices displayed on this site are is UK Pound (GBP) unless otherwise stated. The actual price charged to overseas customers will be subject to the exchange rate applied by the customer's credit or debit card company. Customers outside the United Kingdom will also be liable for any import duty, quotas, permits, product restrictions and other local requirements. You are advised to check latest applicable local requirements before placing an order.
Ordering
Q: How do I place an order?
Simply navigate to your item(s) of choice, and select (if available) the color & size you want. After you have decided, simply click the "ADD TO CART" button. Your items are now in your shopping cart! Feel free to continue browsing, or Check Out once you're done adding items to your cart. Follow the check out process by logging in (for returning customers) or filling in your details manually (for new customers). You will be able to select your preferred mode of payment and shipping at this point.
Once you've completed the checkout process, please check your email for your order confirmation.
Q: I have a discount/promo code. How do it use it?
You will be able to key in your promo code during the check out process. Simply head to the cart (click on circlet at the top right), and begin your check out!
Q: Can I cancel or amend my order after submitting my order?
We try our best to process and ship out orders as efficiently as possible. As such, being able to cancel or amend your order after you have submitted it is evaluated on a case by case basis. We can't guarantee success, but contact us as soon as you can if you wish to make changes to your order, and we’ll see if we can work something out!
Payment Methods
Q: What are the available methods of payment?
We currently offer two methods of payment:
PayPal
We now absorb all PayPal transaction charges! Frock yeah! Pay securely without revealing your details to us! With this option, you can choose to pay us using either funds you have in your PayPal account, or using a credit/debit card. Don't have a PayPal account? No worries! You do not need a PayPal account to make payments via PayPal: simply use the 'Guest' option on the PayPal page.
Credit/Debit Card Payment
We accept American Express, Visa, Visa Debit, Visa Electron, MasterCard. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the check out stage.
We may also use your information for the purposes of the prevention and detection of fraud. One of the purposes for which we may disclose your address and postcode details is to check against the IMRG Security Alert or any other Credit Reference Agency or Fraud Prevention Scheme.
At all times where we disclose your information it will remain secure.
If you believe your details are incorrect you may correct those details by following the procedure set out in our Privacy Policy.
Confused? We're here to help! Just contact us!
Q: Is online shopping safe to pay with Credit card ?
To offer you a safer shopping experience when using your credit card online, we are working together with Visa and MasterCard.
Verified by Visa and MasterCard SecureCode follow the same principles as Chip and Pin, by helping to protect your card against unauthorised use when you shop via the Internet.
If your bank or card issuer is already a part of this scheme, then you might have already noticed the Verified by Visa or MasterCard SecureCode page appear when you last made a purchase with a participating retailer. This scheme:
* Allows you to shop online with added security and peace of mind.
* Helps to prevent unauthorised purchases.
* Set up a personal password that is linked to your card only, and not to your computer.
HOW IT WORKS
When you reach the checkout process at Topshop.com (or any participating retailer) you will have the opportunity to register for either Verified by Visa or MasterCard SecureCode.
Simply sign-up for the service following the online instructions that are linked directly to your card issuer, set up your new personal password once your card issuer has confirmed your identity, and continue shopping.
This is a one-off registration process, so you will be able to use the same password for all future purchases you make with participating retailers.
Alternatively you can contact your bank directly to register, or visit Verified by Visa or MasterCard SecureCode for more information.
Please note: If you choose not to register during the checkout process, depending on your card issuer, we may not be able to process your order.
A different method of payment will be required to complete your purchase.
HOW TO REGISTER
At the check out you will be given the opportunity to register your Visa or MasterCard.
Once your card issuer has confirmed your identity, simply enter a new personal password when prompted, and continue shopping.
This is a one-off registration process, so you will be able to use the same password for all future purchases you make with participating retailers.
Alternatively, you can contact your bank directly to register, or visit Verified by Visa or MasterCard SecureCode for more information.
Please note, if you choose not to register during the checkout process, depending on your card issuer, we may not be able to process your order.
A different method of payment will be required to complete your purchase.
Shipping & Delivery
Kindly note that we are not responsible for any packages lost in transit, once we have mailed your item(s) out from our office. For a greater peace of mind, we encourage opting for registered postage which comes with a tracking number.
Q: What are my shipping options available?
UK Customers, you have two options:
- Standard Royal Mail (First Class or Second Class)
- Sign For Royal Mail (First Class or Second Class)
- UPS Next Day Delivery (Same day dispatch when Order is paid before 10AM)
Standard Royal mail is the standard method of delivery. For your security, we advise Sign For Royal Mail as this mode of delivery comes with a tracking number and ensures that your items can be tracked down if they get lost during the mailing process. We are not responsible for any lost mail.
European Customers, you have two options:
- Europe Standard Int’l Postage
- Europe International Sign For
Europe Standard Int’l Postage does not come with a tracking number and is slightly cheaper. However, we strongly encourage opting for the option that comes with a tracking number so you can follow your parcel's journey across the globe to you.
USA,Canada,Australia Customers, you have two options:
- World Zone Standard Int’l Postage
- World Zone International Sign For
World Zone Standard Int’l Postage does not come with a tracking number and is slightly cheaper. However, we strongly encourage opting for the option that comes with a tracking number so you can follow your parcel's journey across the globe to you.
Please visit Royal Mail website to get more information about the delivery time and parcel tracking process.
Q: Can I get an estimate on the Shipping Fees applicable before ordering?
Of course! Simply add your desired items to the cart, and head over to the checkout page (click on the circlet at the top right corner of the page). Scroll down and you will see a section for estimating shipping charges for the contents of your current cart! You'll have to key in your country, city and zip/postal code to obtain an estimate. You will see all your available shipping options and the associated costs before making your decision to purchase. Quick and easy!
The delivery fee is based on item’s weight and size.
Q: Can I get a discount of the delivery fee if I purchase multiple items in the same order?
Of course! Just Click contact us now! Please state the item code and quantity one by one in the Message Section and Summit. We will reply your e-mail within one working day and tell you how much discount we could offer. When we agree with the discount amount, we will e-mail you the discount/promo code. You could key in your discount/promo code during the check out process.
Q: Has my order been shipped out yet?
We try our best to ensure that your newly purchased items reach you quickly, by packaging and mailing out orders efficiently. This typically takes 1-2 working days, and varies according to the volume of orders we receive. When your item has been shipped out from our office, we will notify you via email. Please check your spam/junk folder and add us to your address book or contact list to ensure our emails and notifications reach your inbox safely.
Q: Will I be charged import duties at the customs?
The prices shown on our website are not include any VAT, because we are not the VAT register. The amount you pay will be the price indicated plus any delivery charges. Please note that the recipient of any products shipped outside the European Union may also have to pay import duty or other taxes, fees and charges applied by customs or other authorities in the country of receipt. If you are unsure about whether these charges might apply to your order, you should contact your local tax or customs authorities.
Q: How to check my parcel if I pay for the Sign For delivery service?
Please click Royal Mail website link and enter your tracking number. If your parcel is delivery by UPS, please click UPS website link and enter your tracking number. When your parcel weight is more than 2KG, parcel will be sent by UPS Standard delivery service (1 working day delivery).
Exchanges & Refunds
Q: Can I return or exchange something that I have purchased from you?
We promise to exchange and refund any items that you are not completely happy with when you return it to us in saleable condition by post (within the UK) within 14 days of invoice date. International customer return the item within 30days of invoice date. Refunds will be credited to your original method of payment.
Please also note that items must be returned with all of the barcode tags intact. Your items should be in their original packaging. We reserve the right to reject any returns or exchanges if the item(s) do not meet our standards. Please understand that these garments will be sold to other shoppers and have to be in perfect condition. Kindly note that all shipping charges for exchanges and refund will have to be borne by you and we will not be responsible for any packages lost in transit.
Refunds will be issued in the form of store credit equivalent to your returned amount (excludes postage, both ways). Exchanges are subject to availability of the item(s) of your choice. If the items you wish to exchange for are not available, a refund in the form of store credit will be issued instead. Please note that your store credits will expire in 3 months from the date of issue.
You decide to exchange or refund your purchase(s), simply contact us and let us know.
How to Exchange
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
If an item is faulty or incorrect. Please use our online returns service to notify us of your return and ensure this is within 14 days of receipt.
How to Refund
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
All orders can be returned by post using the delivery service of your choice. To request a return, please use our online returns service.
Once you have shipped your items back to us, we will email you to let you know once your return parcel has been received and your refund is completed.
Please note we do not cover return shipping costs. We recommend to hold on to your postage receipt and tracking number. For peace of mind, you may want to send the parcel using a delivery service that insures you for the value of the goods, should the parcel get lost.
Please, remember the return of the items is your responsibility until they reach our warehouse, so make sure it's packed up properly and protect from getting damaged on the way.
You can always contact us for any return question at info@cylondonfashion.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
If your query has not been addressed on this page, please contact us and we will get back to you shortly.