Right of withdrawal
You can send back what you bought within fourteen days, without explaining why. Here is how it works, what it costs and what cannot be returned.
Deadline
You have fourteen days to tell us you are cancelling. The period runs from the day you, or a person you nominated other than the courier, takes physical possession of the goods.
If an order is delivered in several parcels, the period runs from the delivery of the last piece.
How to tell us
A clear and unambiguous statement is enough. Write to support@topstorestrw.com with your order number and the pieces you want to return. No printed form is needed and we do not ask why.
If you have an account, you can open the request straight from the order page. You will get the shipping instructions within one working day.
Sending the goods back
The pieces must be sent back within fourteen days of telling us you are cancelling. What counts is the date you hand the parcel to the courier, not the date it reaches us.
Pieces must be intact, unwashed and not worn beyond what is needed to try them on, with the tags still attached. Footwear must be tried on a clean surface: you are liable for any diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Return costs
Return shipping is at your expense, except where the piece is faulty or not what you ordered, in which case we cover it.
You can use any courier you like. We suggest a tracked service: until the parcel arrives, proof of shipping is on you.
Refund
The refund covers the price of the returned pieces and the original shipping up to the standard rate, even if at checkout you chose a faster and more expensive delivery.
We refund within fourteen days of you telling us you are cancelling, using the same payment method as the purchase unless you expressly agree otherwise. We may withhold the refund until we receive the goods or you supply proof of postage, whichever happens first.
Exclusions
The right of withdrawal does not apply to goods made to measure or clearly personalised at your request, nor to sealed goods that are not suitable for return for hygiene reasons once the seal has been opened after delivery.
A piece that has been washed, worn beyond trying on or stripped of its tags falls under no automatic exclusion, but the resulting loss of value is deducted from the refund. We always tell you before withholding anything.