FAQ Answers

  1. Can I change my order?

    Once we receive your order we get to work on it right away. This means that changes or cancellations are not always possible. You should also know that once an order is placed, it cannot be changed online. With all of this in mind, we still do understand that sometimes you want to ask us to try, so you may contact Customer Service to make a request for a change or cancellation. We will make our best efforts to apply the requested change. If the item ships prior to confirmation of a cancellation or change request, you may return it following our standard return policy . Note that many items that are non-returnable cannot be cancelled. .

     

  2. When do I get my refund once I have returned an item?

    We realize that refunds are a priority for our customers. Once we have received and inspected the item we are usually able to apply the refund onto the original payment card within one week. Keep in mind that due to shipping, inspection and bank processing times it sometimes takes up to 30 days from the date that you return the item for the refund to appear on your card.

     

  3. If I return an item how is my refund calculated?

    If you change your mind and decide to return an item that is defined as returnable, there is no restocking fee, however you are responsible for the return shipping costs. If you receive an item that is damaged, defective or if it is not what you ordered, we will, of course, provide a replacement at no charge.

  4. How do I return a product?

    If you want to return an item you may do so within 30 days of receipt as long as it is defined as a returnable item.

     

  5. What should I do if my credit card has been refused when placing an order?

    Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card. Contact Customer Service if you feel that your card is being refused due to our error. In some cases we may recommend that you contact your credit card company to get the issue resolved.

     

  6. I have a complaint, who should I speak to?

    We want to know immediately when you are unhappy about your experience with Topbrandboutique. Please call, chat or email Customer Service right away and we will make our best efforts to address your concern.

     

  7. What is an authorization hold and when do you charge my card?

    If you are paying with a debit or credit card an authorization will occur when you place an order. To ensure the funds are still available, we will reauthorize the card weekly until the items ships, then the authorization will turn into a charge. Orders with multiple items may be split into different shipments depending on where the items ship from, which may result in multiple charges.

    Topbrandboutique contacts your bank to confirm the validity of the payment method. Your bank holds the funds until the order processes or the authorization expires. Some banks will call authorizations “pending” or “processing” charges, but this isn’t an actual charge. Authorization holds can last from 3 to 7 days depending on the bank.