Kids

FAQ

What delivery options do you offer?

FREE STANDARD DELIVERY via 48 HOURS TRACKED

Service Cost
Standard UK Delivery
2- 3 days for delivery.
£0.00
UK First Class Delivery
1- 2 days for delivery.
£2.99
UK Next-day Delivery
Royal Mail before 1pm
£6.99

Do you offer international delivery?

We are happy to announce that we offer 230 countries and territories with Royal Mail.

Please visit Royal Mail for update list of countries & territories.

Unfortunately we don’t deliver to any other countries not listed on Royal Mail. If you’ve any queries ralated to  international delivery options, please drop us an email to [email protected]

Do you deliver to PO Boxes?

We are glad to let you know that we delivery to PO Box address via tracked delivery option.
However, If you required signature on delivery which will not be possible in case of PO Box delivery.

Has my order been dispatched?

You’ll receive an email including your tracking information for your order as soon as it’s been dispatched.

How do I track my parcel?

You can flow the process of tracking by clicking or tapping on the link provided through confirmation email. This will be updated at every scan point by our courier.

Alternatively, You can also check the tracking by clicking Order Tracking

To track your order all you need your Order ID & email address.

If I'm not home when my delivery is expected, what can I do?

Don’t worry; all of our couriers will try first attempt to the address you’ve supplied. Upon unsuccessful delivery, A card will be left for you to collect the item from your local Royal Mail depot or book a re-delivery

For Royal Mail, Please click to book Re-Delivery

If you’d like to allocate a neighbour for your delivery simply add a note to the ‘Special Delivery Instruction’ tab during the checkout. Unfortunately, any action other than obtaining a signature is down to the courier’s discretion.

Will I have to sign for my delivery?

If you’ve placed your order with our Free delivery service you may not required to sign for your delivery. If you’ve placed your order with our Express or special delivery service, you will be asked to sign for your delivery.

Can I change my address?

We know that you want your order quickly so we aim to process your order as soon as we get it to make sure you get your order delivered as soon as possible.

We process all our orders Sameday by 3PM

If the order has been processed we’re unable to change your delivery address. However, If that’s not the case.

We will be happy to change your address for you. Please contact us via contact us form

What if delivery address is different than my billing address, Can you Delivery?

Certainly we can. Once you’ve filled out your details in the checkout you’ll then be able to tick alternative delivery address if the delivery address is different than your billing address. You just have to make sure you do this yourself before submitting your order.

Where do you deliver to?

At the moment we deliver all over UK including the Channel Islands, Isle of Man, Isle of Wight and the Highlands and Islands of Scotland. We also deliver to over 230 countries & territories worldwide.

Will I be charged custom and import charges?

We are based in UK so you won’t have to pay any additional charges such as Customs Duty or Import VAT within EU.

However, If you are located outside EU Zone. Please check with your local custom authorities.

I've received the wrong item, what can I do?

If you’ve received the correct number of item(s), but wrong size or one isn’t what you ordered – please let us know within 24 hours of receiving the order. You’ll then need to return the wrong item by prepaid label given by us & letting us know if you’d like the correct item sent to you or if you’d like to receive a refund.

As soon as we receive this we’ll get the correct item sent out or refund will be issued.

I'm missing an item from my order

If you’re missing an item from your order let us know within 24 hours. You will also required to let us know if parcel was tempered with. As part of our on-going fraud prevention measures, We will crosscheck with our dispatch team to verify with Order Picker & in house CCTV which may take up-to 24 hours.

Upon Conclusion, You’ll be offered to have the missing item sent to you separately or to receive a refund.

Can I change or cancel my order?

Sorry, we’re unable to add or remove items from your order once the order has been processed. You can return your order within 30 working days from the day you received your order.

If you need to cancel your order contact our Customer Services team via Contact us. Please provide us your order number to speed up the process.

Do you have any physical store?

Unfortunately, we don’t have any physical shops.

Can I check stock?

Our inventory management system work round the clock throughout the day on 15 minutes cycle. If message appear out of stock which means the item is completely sold out.

Are you getting more stock?

Generally nature of our business is ‘once it’s gone, it’s gone’ basis so we don’t tend to get more stock in once a product is sold out.

Do you do discount codes?

Certainly, We have discount codes. Please visit our Coupon Page.

Also, Please follow our social media for more promo & exclusive offers.

How long do i have to exchange/return an item?

You have 30 days from the date you receive your delivery to return goods from your order for an exchange or refund. We do allow slightly longer to return items for an exchange or credit note. Please note we do not accept any items back after 30 days from the date the order is delivered.

Is there a charge to make a return?

We do not offer free returns, however we do have several ways for you to return your item to us. You can purchase a return label at very competitive rates with Parcel2Go. This allows us to offer an affordable returns service for all of our customers which includes tracking and insurance.

Are there any products you do not accept back?

We do not accept earrings or underwear back due to health and hygiene regulations. We also do not accept returns on products from Crep Protect due to the usable nature of the items. All returned goods are subject to stringent checks by our returns department and any garments with a strong defined odor such as tobacco, cooking/food smells, aftershave or deodorant will not be accepted.

Please include your return form in the return parcel and simply fill the return form and state that you would like to receive an exchange. We require the product ID number and size you require in the exchange item also writing on the return form. If you are unable to fill the return form, please enclose a note with your name, order number and that you require a refund written on it. All goods must have original tags attached and returned in the same condition as received. If the item is in a box, such as trainers, we will not accept your return if the box is damaged or has been written on.

How do I request a refund?

Please include your return form in the return parcel and simply fill the return form and state that you would like to receive a refund. If you are unable to fill the return form, please enclose a note with your name, order number and that you require a refund written on it. All goods must have original tags attached and returned in the same condition as received. If the item is in a box, such as trainers, we will not accept your return if the box is damaged or has been written on.

What do I do if my exchange item costs more than my return item?

In the case of a price difference, Top Brand Outlet will automatically process a refund when this is in the customer’s favour. If the difference requires a payment to Top Brand Outlet a invoice will be sent to the customer’s email for the difference outstanding.

How long will my exchange/refund take?

We aim to process all refunds within 24 hours* of the item(s) been received. A refund to a credit/debit card takes between 3-5 working days to show in your account (dependent on your bank’s processing time). A PayPal or Clear Pay refund takes 3-6 hours and goes into the PayPal or Clear Pay account you originally paid with.

We aim to process all exchanged orders within 24 hours of the item(s) been received. Once your exchanged order has been set up you will receive an email confirmation with your new order number and upon dispatch your new tracking number.

Please note that all exchanges are delivered to you using our standard 48 Hours Royal Mail service. If you need your exchange faster please contact us to upgrade your delivery. Fees apply.

*This can take up to 5 working days in sale periods or over weekends.

Do you charge a delivery fee on exchange orders?

We do not charge any delivery on an exchanged order. You will receive a dispatch confirmation email with the new order number and tracking information when your exchange has been processed, this will show there has been no delivery charge.

How do I return the goods to you?

You can return your goods to us using our return form also return can be made by any delivery service from Parcel2Go which is shown at the bottom of this page. Simply right-click on the return form and save picture, print & fill the return form and attach to your return parcel. There is an upfront cost to 3-5 pounds for returns varies based on the delivery services option.  All the service in Parcel2Go includes the benefits of full tracking, insurance to cover loss by courier, various drop off points, generous weight allowance, and hassle-free reliable service.

What if I have lost Return form, Can I still return?

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How do I return the goods to you if I have no access to a printer?

You can return your items to the address below via your chosen courier.

Top Brand Outlet Ltd.
35 Knockhall Road
Greenhithe
Kent
DA9 9EZ
United Kingdom

Please use a tracked service with the correct insurance, which allows cover for a return order should it go missing in transit.

The item I wish to return is faulty, is the returns process different?

We would still require you to return the item exactly the same as a normal return. The only difference is you will need to write on the return note that the item is faulty and also contact the returns department beforehand. If you are able to email [email protected] and attach any images of the fault this can be logged prior to the returned item arriving. We also ask where possible you use our pre-paid labels to make a faulty return so we are able to waive the £3.99 fee as we do not charge a return fee on any faulty items. Please be aware all faulty items will be assessed by our returns department and in some cases, we would need to return the item to the brand for a final decision.

Please Note: All faulty products must be returned to us within 30 days of you reporting the issue to us. Failure to do so may result in further delays.

RETURNING VIA ANY DELIVERY SERVICES OF YOUR CHOICE

Take your parcel to your local Drop Off or Book a collection.

  • Easily print a label online.
  • Online tracking on all parcels.
  • Buy any delivery services.
  • Allow 1 – 3 days for the parcel to reach us.

Parcel2Go

I can't get into my Account, What Can I do?

Try re-setting your password by clicking or tapping on the forgotten password link when you try and sign. If you still can’t get in, just contact our Customer Services team who’ll be happy to help.

How do I reset my password?

From the Customer login page, follow the ‘forgotten your password‘ link and please enter your Username or registered email address.  You will receive a link to create a new password via email.

How can I delete/change my saved billing details?

When your are placing your next order, Please click checkout and your saved details will appear on checkout page, at this stage you’ll able change the saved details.

Alternatively, You can also change your billing & shipping address by visiting My Account page.

Where can I see my order history?

 

Under your My Account section you’ll find your order history under Orders tab.

My order status says my order is on hold. What does this mean?

Don’t worry; you’ll have an email from us requesting confirmation of details. If you can’t find it check your spam folder. This is asked for when the card issuer has a query with any of the details you’ve provided during the checkout process or the item you have purchase may be damaged or out of stock. Once we receive response to our email order will then be processed.

I've relocated, how can I change my details?

You can also change your billing & shipping address by visiting My Account page.

How do I receive email updates & exclusive offers?

You can sign up for email newsletters & receive exclusive promo code by adding your email address at the bottom of the page under NEWSLETTER.

How do I subscribe/unsubscribe from your emails?

You can sign up to emails by creating an account. Once you create an account you can manage your contact preferences and unsubscribe here.

Alternatively, You can also unsubscribe from the email you have received.
Unsubscribe button usually located at the bottom of the email.

Does your site have secure payment?

Absolutely, we use the Stripe as our payment getaway system which give the added safety step of your bank verifying the order.

We take your security very seriously, and we’ve invested in a totally secure and safe website for you to shop. Once you checkout, we encrypt all your details using Internet standard encryption technology (TSL/SSL) which can be verified by the lock which appear left side of address bar.

If you have any questions about the online security of Top Brand Outlet please email [email protected] Or, please feel free to visit our Privacy Policy for more information.
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I live outside the UK, can I still order?

We are happy to announce that we offer 230 countries and territories with Royal Mail.

Please visit Royal Mail for update list of countries & territories.

Unfortunately we don’t deliver to any other countries not listed on Royal Mail. If you’ve any queries ralated to  international delivery options, please drop us an email to [email protected]

Your prices are very cheap, are your products authentic?

Everything on the Top Brand Outlet is authentic and obtained directly from brand authorised dealers. We would never sell an item of clothing that was from an unofficial source.

Email | Contact Us

For any questions please email: [email protected] or Visiting our Contact Us form.

To help us to help you quickly please include as much information as possible in your email, in particular your customer number and/or order number where possible.

We will respond to your email within 24 hours (excluding public holidays).

Facebook

Are you Asking for more?

Head over to our Facebook page to find our latest styles, upcoming products and exclusive promo offers.

https://www.facebook.com/topbrandoutletltd

Instagram

Tag us @TopBrandOutlet , Let us know your purchase trainers, send us a link to something on your fav list or even just say hi.

https://www.instagram.com/topbrandoutlet

Twitter

Follow us at Twitter @TopBrandOutlet

Post

Post to: Top Brand Outlet, 35 Knockhall Road, Greenhithe, DA9 9EZ , Kent , United Kingdom

Phone

Phone Number 0330 133 2599

Our opening hours are

Monday to Friday 11am to 7pm
Saturday Closed
Sunday Closed
Public Holidays Closed

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