EU returns - we are aware some European countries are unable to send parcels to the UK at this time. We are of course happy to extend the returns period for customers on EU mainland until such a time as parcels can be sent.
For all other regions, should you need to request an extension to your returns period due to local Covid-19 restrictions, you must email email@example.com with your request before the 30 day returns period expires. Once the 30 day return period has expired, we are unable to offer any extension.
Please note, due to new legislation relating to the COVID-19 pandemic, all returned parcels received are quarantined for a minimum of 72 hours before processing for the safety and protection of our staff. During this time, it may take us up to 5 days to acknowledge the receipt of your parcel, and a further 15 days to issue your refund or exchange. Thank you for your patience at this difficult time.
We are happy to refund or exchange any items within 30 days of receipt. If 30 days have gone by since your purchase, unfortunately we can not offer you a refund or exchange.
To be eligible for a return, your item must be unworn with the original tags attached, in the original packaging and all swimwear must be returned with the hygiene sticker attached. If our Customer Care Team feel any of these points are not met, it is at their discretion on whether the item is suitable for return. Should a refund be refused your item will be returned to you.
Items marked as non-refundable including but not limited to, beauty products, haircare or earrings can not be returned once packaging has been opened due to hygiene reasons.
Gift cards are also not eligible for refunds.
We strive to create quality clothing to party as hard as you do, but on rare occasions mistakes occur. If you think your item may be faulty, please contact our customer care team directly at firstname.lastname@example.org so we can fix this for you as quickly and conveniently as possible.
Received the Wrong Item?
Should you receive an incorrect item in your order, please contact our customer care team directly at email@example.com and we’ll do our best to sort it out and get the right item to you as quickly as possible.
You may exchange items for an alternative size only by completing the returns form in your order and returning to us at the address below. Once we receive your return your exchange will be dispatched to you free of charge. Please note we cannot reserve items for exchange, if the requested size is not available a refund will be issued.
Please allow us 10 working days from receiving your items to process your return and confirm your refund amount. We’ll send you an email when this has been done, but please be advised it may take a further 3-5 days for the funds to clear in your bank account.
Late or Missing Refunds
If you haven’t received a refund yet, please first check your bank account and contact your credit card company or bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Sending Your Return
To return your product, please complete the returns form included your order and return to;
c/o ILG Logistics House
6 Place Edmond Michelet
Please note, the cost of returning an item is at the customer's own expense. We would always advise you ensure to securely package your return and use a tracked delivery service or courier as we can not be held responsible for items lost or damaged in transit. Please note we cannot accept returns sent with Fed-Ex, any parcels sent on this service will be rejected and returned to sender.
You should have received a returns form in your order but you can download a copy here. If you do not include a returns form in your return it will delay the processing of your refund or exchange.
Please ensure to mark any returned items as “Returned Goods” on customs or postal forms. Failure to do so may delay the issue of any refund due and can result in the shipment being returned to sender. Additionally, any duties incurred by incorrect customs declarations will be deducted from the refund due. Likewise, should you refuse the delivery of an order, any fees incurred will be deducted from your refund. Please note we cannot accept returns sent with Fed-Ex, any parcels sent on this service will be rejected and returned to sender.
Concessions and Third Party Retailers
Items purchased from Topshop concessions or from third-party retailers must be returned to the store they were purchased from. We can only process returns on orders purchased directly from e-paik.com.