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FAQ

UK DELIVERY

UK Royal Mail 1st Class £4.99

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). Free on orders over £100

UK Royal Mail Standard - FREE

If you choose to have your goods delivered by UK Standard Delivery, we aim to deliver your goods within 3-5 working days. Delivery is Monday to Saturday (excluding bank holidays)

EUROPE - £9.85

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.

REST OF THE WORLD - £14.99

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 natasha@topazluxe.co.uk 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.

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!).

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!

When will my pre order be delivered? 

Your pre order will be delivered on or prior to the date shown above the products. Please bare with us, we aim to get all pre orders shipped out as priority. You will receive a shipping confirmation email when your order has been shipped. 

Do I need to purchase both bikini tops & bottoms?

Yes, we will automatically cancel any orders where customers are purchasing only the tops of bikinis. Customers must purchase both tops and bottoms. 

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.

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 click link https://www.topazluxe.com/a/returns and let us know which item you’d like to swap it for. If the new item is more expensive, a member of our team will call you to take the additional payment and subsequently they’ll refund you your money if the item is of a lower value. 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.

The item must returned unworn, undamaged in the original packaging with the hygienic sticker and ziplock bag. 

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

What is your returns policy?

Topaz Swim are happy to accept returns for unwanted items within 14days of delivery of UK orders and 30 days of receipt of International orders. 

Please do your best to try on, handle and repackage the items with care. Any merchandise returned must be received back in its original condition - this means it must be unworn, undamaged, free of makeup, pet hairs, deodorant and perfume and have all original tags attached, hygienic stickers in its original ziplock bag packaging.  

We aim to process all returns within 5 working days of delivery to us, at which time we will issue a full refund or exchange and will follow up with a return confirmation email.

Are returns free?

 Please follow link below to return/ exchange your items. 

https://www.topazluxe.com/a/returns 

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 £5.20 will be deducted from your refund. 

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  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. 

The item must be returned unworn, undamaged in the original packaging with the hygienic sticker and ziplock bag. 

Gift cards are non returnable. 

Discount or Sale items are for exchange only. 

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: natasha@topazluxe.co.uk 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).

 

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. natasha@topazluxe.co.uk

Care

A few tips for your special suit:

Rinse your swimsuit in cool water after swimming in salt or chlorinated water.Hand wash your suit with a mild soap to prolong its life – do not wash in the washing machine.Topaz swimsuits are meant to bring out the poolside goddess and beach beauty in everyone. All embellishments can be worn in salt and chlorinated water.Tanning/bronzing lotions, tinted moisturisers, oils, harsh chemicals and minerals, and chlorine can cause discolouration.Do not iron. Do not tumble dryDo not leave out in direct sunlight. Colour will fade, hardware will become hot. 

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