UK Royal Mail 1st Class Signed For - £2
UK Royal Mail 2nd Class Signed For - FREE on all Orders.
If you choose to have your goods delivered by Uk Royal Mail 1st Class, we aim to deliver your goods within 1-2 working days. Delivery is Monday to Saturday (excluding bank holidays).
UK Next Day Delivery - £6.50 Order before 12pm
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 - £12.95
Rest of The World - £12.95
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!
Can I order to a PO Box?
Unfortunately, we do not deliver to PO Boxes or hotel addresses.
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 firstname.lastname@example.org and we’ll try our best to sort this for you!
How do I track my order?
Once your order has been dispatched, you’ll receive an email with a link to the courier website. Here, you’ll be able to track your delivery whilst it is in transit and out for delivery. Please note, it may take up to 24 hours for your tracking information to update.
Where is my order being dispatched from?
All orders are shipped from our warehouse in the United Kingdom.
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.
Why has my order been cancelled?
We’re sorry to hear your order has been cancelled. If you have received a cancellation email from us, this will be because the item has either been found to be out of stock when we came to pick your order or, you have not purchased a bikini top/bottom as a set, or our payment provider has declined to accept your payment method. You’ll receive a cancellation email from us with more details regarding this and your refund will be in your account within the next 72 hours/7 working days (this time frame is dictated by your bank and isn’t something we can speed up unfortunately!).
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 30days 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. Garments that are returned with signs of being worn or delivered to our returns team outside of the stated 30 day policy window will not be accepted.
Prepaid labels for exchanges are free. We will only accept exchanges for different sizes and not different items. Exchanges are shipped back out free of charge using our DHL Express service. One exchange is allowed per order.
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.
Christmas Exchange period is extended until January 31st
Are returns free?
Buy 1 Get 1 Free Offers are subject to returns only on both items. Both items must be returned for a full refund.
Please follow link below to return/ exchange your items.
We will provide you with a Collect+ label.
This delivery service is a recorded delivery. Unfortunately, we do not cover the cost for returns label, the cost of returns label of £5.00 will be deducted from your refund.
Alternatively, you can send parcels back at your own cost.
We cannot be held liable for any items that fail to reach us. 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.
How do I return my order for an exchange?
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 https://www.topazluxe.com/a/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.
I have lost my invoice. How do I get a new invoice?
Please don’t worry about your missing invoice! Simply include a note inside your package with your order number, full name and reason for returning your item and we’ll still be able to process this for you as normal!
How do I return my order for an exchange?
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 https://www.topazluxe.com/a/returns and let us know which item you’d like to swap it for. We try to arrange exchanges and refunds as fast as we can but during busy periods, it can take up to two weeks.
Remember to ask for proof of postage and use a tracked service such as Royal Mail Recorded Delivery when you post your return, as we will not accept liability for items lost or damaged in the post.
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: email@example.com along with the names of the items you returned and we’ll have this sorted for you!
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).
What happens if my item is faulty?
If in the rare occasion your item is faulty, you can request a returns postage slip at https://www.topazluxe.com/a/returns
Swimsuit Size Guide
We would love to help you find the perfect Topaz swimwear that makes you feel body confident and sexy. We always want our items to fit our customers perfectly, so we provide a size guide and sizing information next to all items on our website.
For more assistance or help with your fit, contact customer service. firstname.lastname@example.org
Payment & Discounts
Do you have any discounts?
We regularly run promotions, competitions and discounts through our email subscription and social media pages so make sure to sign up and keep an eye on those platforms! You can sign up to our email subscription on the website.
PRE - ORDERING
What does pre-ordering mean?
Get early access to next season’s most-coveted collections, securing the must-have items everyone is talking about before they sell out. Once your order is placed, we will deliver it to you as soon as it’s available.
How do I pre-order?
Look for items marked ‘PRE-ORDER’ and simply add the styles you love to your Shopping Bag and proceed to Checkout as usual.
When will my pre-order arrive?
Once you have secured your item, we will ship it to you as soon as it becomes available. As soon as your pre-ordered piece has been sent, you’ll receive an email with the tracking details, so you know when to expect it.
Please note that when purchasing a pre-order piece, any items from our current collection in your Shopping Bag won’t be shipped until the pre-order is ready to be sent. If you’d prefer to receive any current pieces sooner, we’d suggest placing a separate order. If you have any queries about the delivery window for a specific product, please contact email@example.com
Why do I need to select a shipping option for pre-orders?
Once your pre-ordered item is ready to be delivered, we’ll send it with the shipping option you selected at checkout. We’ll also email you once your order is on its way, so you can track its progress and know when it will arrive.
Can pre-ordered items be returned?
If your purchase isn’t quite right, you can return or exchange your pre-order within 14 days of receipt / 28 days of international.