Frequently asked questions


Everyday, our customer service is available to answer all of your questions. A lot of your questions are similar to each other, so in order to make everything a lot easier for you and for us, we listed some of these questions here, together with their answers;

Service

Oh no, out of stock! What now?

Our items are Hot, produced in limited quantities and often sell out in no time! If you click on the desired (sold out) size, a pop-up is displayed, giving you the information available.

If the information says 'expected delivery date: month X', we know for 99% sure that the item will come back in stock in the month mentioned. Unfortunately, we are unable to give an exact date.
If 'expected delivery date: unknown' is indicated, it means that we haven't received a new delivery date from our supplier (yet).

Not every item can be re-ordered and when or even if an item because available again, depends on many factors that we have no influence on - , like: the availability of certain materials, the production speed of the supplier, etc.

The only thing you can do is use the 'notify me when back in stock' option and cross your fingers that the item will be back in stock in time 

I can't decide between two sizes: can I buy both, return one and then get a refund?

Of course, we are happy to offer a refund for any unwanted items. The exception being items where this option is not mentioned, like for example earrings, tights, make-up, underwear and books. 

Can I return an unwanted item and get a refund?

Of course and you will get your money back. Because we are happy to offer a refund for any unwanted items. The exception being items where it's not mentioned, like for example earrings, tights, make-up, underwear and books. 

Fit

Which size should I order?

When you measure yourself and then consult this size guide for the specific garment and any TIP! mentioned, you will be 99% sure of the right size. Every single item is measured ánd tried on by our TopVintage ladies. That is why every garment has its own specific size guide. 

What's the reason for that? Every item, brand, style and material has its own fit and unfortunately there isn't a standard universal size chart. For more information on how to measure yourself, please read How to measure yourself?

However, if you are still in doubt, we are happy to help! In order to give you the best possible advice, we need to know the following: your bust / waist / hip measurements. 
I am slim/petite/ I have small breasts/big breasts/wide hips. Which size should I get?

Every item, brand, style and material often has a unique fit and unfortunately there is no such thing as a universal size chart. That’s why we measure and try on every garment and then create a specific size guide for that specific item. This size guide can be found in the product description, making it easy for you to choose the right size. :-D

How do I measure myself for clothing?

Always measure yourself wearing underwear or shapewear only to guarantee the most accurate result. Take the measurements of your hip, your bust (measured around the fullest part of your bust over your bra) and your waist (above your belly button). By consulting our size guides, you will be 99% sure of the right size. Here you will find more information and our practical video tutorial. 

However, if you are still in doubt, we are happy to help! In order to give you the best possible advice, we need to know the following: your bust / waist / hip measurements measured as explained in the 'how do I measure myself correctly'. 

I am short/tall, is this item suitable for me?

We fully measure all items ourselves, including the length. This length measurement is included in the size guide, which you will find with the item description.  

I have bought dress X before. Which size should I choose for this style dress?

Every item, brand, style and material often has a unique fit and unfortunately there is no such thing as a universal size chart. That’s why we measure and try on every garment and then create a specific size guide for that specific item. This size guide can be found in each garment's product description, making it easy for you to choose the right size.

I have very specific feet: which shoes will fit me?
Our shoes are fairly standard when it comes to their fit (width and height), unless it's mentioned otherwise in the item description. 
Where do I find the heel heights of the shoes?

The heel height of a specific shoe is mentioned in the size guide of that product on the right-hand side. 

Shipping

Delivery time/date unknown: I have a special occasion coming up on date x, will the item be back in stock by then?

If it is indicated that the expected delivery time/date of an item is unknown, it unfortunately means that we do not know when it will come back in stock. It could be 2 weeks from now or 6 months. That's why we advise you to click on the desired sold out size and fill out your name and e-mail address in the pop-up screen. If you do that you will receive an e-mail as soon as the item in the desired size is back in stock. 

What is the delivery time of items that are out of stock?

If you click on the sold out size, you can register your name and e-mail address (so you will receive an e-mail as soon as the item in the desired size is back in stock). Here you will also find if and when an item is due to come back in stock. If it is indicated that the expected delivery time/date of an item is unknown, it unfortunately means that we do not know when it will come back in stock. It could be 2 weeks from now or 6 months.

When do you always get new stock?
New items arrive on a daily basis. So we can make you happy with the prettiest new arrivals every day! :-D 
When can I expect my parcel?

We understand that you would like your new item(s) to be delivered on your doorstep as soon as possible. If you complete your order before 3:30 pm CET on Monday-Friday, it will be dispatched the same day (expect for Dutch national and public holidays). For deliveries to the Netherlands it's 5 pm CET. You can find an overview of the expected delivery time for each country here. 

Do you also ship to Belgium?

Yes, of course! We offer worldwide shipping. 

I'm not at home during the day, what will happen to my order?

You will receive an e-mail with the track & trace link once the order is on its way to you. We recommend checking your local carrier's information for their delivery procedure. If an addressee is not at home, parcels are sometimes left with a neighbour or another delivery attempt is made on the next business day. In case of a failed delivery attempt the carrier will often leave a note in your letterbox with additional information. You may also have the option to reschedule delivery or to pick up your parcel at a local pick-up point. 

Do I need to pay shipping costs on my order?

We offer free shipping to the countries listed below: 
♥ Netherlands 
♥ Belgium
♥ Germany 
♥ Luxembourg
♥ France
♥ Austria
♥ Denmark 
♥ United Kingdom 

For deliveries to other countries, please check here for the applicable shipping costs.

We love making online shopping as easy as possible for you.  

When can I expect my parcel if it's sent through the letter post?

If items are sent as letter post through normal postal services, the delivery time depends on the postal service concerned and it might take a little longer than usual. The big advantage being that you don't need to be home to receive your parcel. 

Why are you all of a sudden using bags to ship your orders?

Using boxes to ship items is extremely bad for the environment since it also means shipping a lot of air. By using our new mailing bags instead of boxes, this negative side effect can be reduced significantly. Moreover our mailing bags are made from recycled plastic and can be thrown out with the plastic waste. You can find out more about the plastic bags and our CSR policy here. 

I placed an order, but I never received a confirmation e-mail. What happened?

Our e-mail may have ended up in your junk mail folder or the e-mail address may not be correct. If neither is the case, please contact our Customer Care Sweethearts and they will look into it for you. 

Payment

What payment methods do you accept?

The most popular payment methods are PayPal, Visa and Mastercard. You can find a full overview of the payment methods we accept here

Can I shop now and pay later?
At the moment we offer a pay later option with Klarna (+€1.95) for customers in the Netherlands, Belgium, Germany, Austria and Finland. With Klarna it's super easy to try your items before paying for them, so you can make sure you’re totally happy with your purchase. You are also automatically covered by Klarna’s Buyer Protection.
I have received confirmation that you have refunded my money, but it isn't showing in my account yet. What should I do now?

We always issue a direct refund to your original form of payment. After the refund is issued, the amount should show in your account within 1-3 business days. However, Credit Card refunds will appear on the next month's statement. It is possible that instead of TopVintage, you will find the name of our payment service provider, which is Multipay/Multisafepay.   
If you haven't received your refund, please contact our Customer Care Sweethearts via [email protected]

Giftcard or store credit

I haven’t spent the full amount of my gift card/store credit. How can I use the leftover balance?

Please contact our Customer Service so that we can activate a new gift card code.  

What happens if I am returning items purchased with a gift card/store credit?

If you are returning items purchased with a gift card/store credit, a new code will be activated as soon as we have received and processed your return. You will receive this new code via e-mail.  

Return service

How can I return my parcel?

We are sorry to hear that you are not completely satisfied with your purchase. You don’t need to notify us via e-mail if you wish to return any items from your order. Please follow the steps listed on the return form that was included in the parcel and make your return via your local Post Office or parcel drop off point. If you live nearby, you are also welcome to return the parcel to our TopVintage Store located at Wiebachstraat 9 in Kerkrade, the Netherlands.

Please don’t forget to include your return form, which has all of your information. The refund will be issued as soon as we have received and processed your return parcel.

Do you prefer a different size, colour or style? Please place a new order for the desired size (colour or style), so the new item can be delivered to you as soon as possible!   

Important additional information:
As a customer it’s your responsibility to pay for the costs of the return shipment. In case of a high value parcel, it might be advisable to use signed for/insured delivery services. We cannot be held responsible for any lost parcels.

If you return your order from a country outside the EU we can’t take responsibility for the payment of any import duties. Therefore we kindly ask you to write pre-importation on the return form, on the invoice and on the box itself. Please put the return form and invoice inside the plastic sleeve and make sure it’s attached to the parcel. This helps, but unfortunately it’s not a guarantee. If we need to pay import duties to take delivery of your return, we will deduct these costs from your refund. 

What is your returns policy?

Items are only eligible for a return if the following conditions are met: 

  • Returned within 30 days after receipt;
  • Should have their original tags on and, if applicable, should be returned in their original, undamaged packaging;
  • Not showing any signs of being worn or being washed;
  • The hygiene strip must be kept in place (this applies to lingerie and swimwear);
  • Shoes must be returned without signs of wear and in the original shoe box;  make sure the shoe box is not used directly as the postal box and that it has no tape, stickers or writing on it;
  • The parcel is sufficiently stamped.


These items are excluded from our returns policy:
Shapewear panties, tights, earrings, insoles/non-skid soles, books and lipsticks that have been worn and removed from their original packaging.

Of course, you can try on clothes and shoes indoors (but obviously you can’t wear them). Please wear underwear or shapewear when trying on an item of lingerie or swimwear that doesn’t come with a hygiene strip. Our items should not be kept in an environment where they are exposed to (cigarette) smoke and cooking/food smells or in close proximity to your beloved cat or other pets. Items that don’t smell fresh or aren’t in a neat condition anymore, can no longer be made available to other vintage lovin’ ladies!

Our entire legal terms and conditions can be found here.

What is your return address?

Please return your parcel to:

Within the Netherlands

TopVintage 
Postbus 6003
6401SB Heerlen
The Netherlands

Within Germany

TopVintage / Bayer Kurier 
Strangenhäuschen 26
52070 Aachen
Deutschland

Within Belgium

TopVintage (bpost)*
Rue Abot 8
4890 Thimister - Clermont

*Please return your parcel by bpost, other postal services don't recognise this address!

Within France

TopVintage / H.M. Verploegen France SAS
Parc d’activité de Chesnes la Noirée
14, Impasse de Malacombe
38291 Saint Quentin Fallavier Cedex
France

Within all other countries

TopVintage 
Wiebachstraat 9
6466 NG Kerkrade
The Netherlands

What should I do if I receive a wrong or faulty item?

Did you accidentally receive a wrong or faulty item? Please accept our apologies! In order to resolve this issue as quickly as possible, we ask you to contact us as soon as possible. Either by sending an e-mail to [email protected] or by giving us a call: 0031(0)45 - 750 720 8 (Monday-Friday, 9 am - 5 pm CET with the exception of Dutch national holidays).

Return processing

Your return will be processed as soon as possible and at the latest within 5 business days of receiving the item(s) back to our returns department. After we processed your return, we will send you a confirmation e-mail. 

While processing your return we will issue a direct refund of the returned item(s) to your original form of payment. This means that if for example you paid by credit card, the money will be refunded back to your credit card account.

For your information, we show prices in several currencies on our website. However, as we are based in the Netherlands, we will charge you in Euros and returns will be refunded in Euros as well. The actual amount in your currency may vary according to the daily currency exchange rate used by your bank.

You haven’t received confirmation?
If after 7 business days you haven’t received any confirmation from us, we advise you to contact the postal service that you used to send the parcel so they can track the parcel for you.

Unfortunately, we do not have the relevant information regarding your return parcel and are therefore unable to assist in this matter. Please inform us of any unfortunate delays so that we might be able to extend your return period! 

What's the cost of return shipping?

As a customer it’s your responsibility to pay for the costs of the return shipment. The exact costs depend on the country that you’re sending the parcel from, the carrier you use and the weight/size of the parcel. We would also recommend using tracked delivery, but of course the choice is yours.

If you return your order from a country outside the EU we can’t take responsibility for the payment of any import duties. Therefore we kindly ask you to write pre-importation on the return form, on the invoice and on the box itself. Please put the return form and invoice inside the plastic sleeve and make sure it’s attached to the parcel. This helps, but unfortunately it’s not a guarantee. If we need to pay import duties to take delivery of your return, we will deduct these costs from your refund. 

If you send your return from the Netherlands, Belgium or Germany and use our return label, you pay €5.95 (for parcels ranging from 0-30 kg). This amount will be deducted from your refund. This means that you won't need to pay anything at the post office. 

Why do I still need to pay Klarna €7.90?

If you live in the Netherlands, Belgium or Germany and you used Klarna and then returned all of your order, the outstanding costs are €7.90. This amount includes the cost of using the return label (€5.95) + a fee for using Klarna (€1.95). 

Brick-and-mortar store

Do you also have a brick-and-mortar store?

Yes we do, our brick-and-mortar TopVintage Store is located on the same premises as our office and warehouse at the Wiebachstraat 9 in Kerkrade, the Netherlands. The place to be for great styling advice, a wonderful vintage experience and of course in-store fittings of our wonderful collection. Check the current opening times here.

Is it possible to return my parcel in the TopVintage Store?

Yes, that's possible! Check the current opening times here.  

Is it possible to exchange or return items that were bought at the TopVintage Store?

Yes, this is possible within 30 days of the purchase with the original receipt and tag (as long as the item hasn’t been worn). 

What payment methods do you accept at the TopVintage Store?

You can pay for your new purchase using either cash, a debit card (PIN) or a credit card. 

Can I pay at the TopVintage Store using a TopVintage gift card?

Yes, our gift card can be redeemed online and at the TopVintage Store. Shop till you drop!

Material

How can I prevent discolouration?

Follow the instructions on the care label and preferably always use a colour catcher sheet. 

Retro fashion

What is the difference between retro and vintage fashion?

Retro fashion refers to new clothes that are inspired by fashion styles from the past. Vintage fashion refers to clothes that are actually between 30 and 80 years old. Antique clothes are at least 80 years old. 

Privacy

What about my privacy when visiting your website?

TopVintage is firmly committed to safeguarding your privacy and that is why we take the protection of your personal data very seriously. Besides the fact that we of course comply with relevant laws and regulations, like the General Data Protection Regulation (GDPR), the Dutch Telecommunications Act (Telecommunicatiewet) and other applicable laws and regulations, we also want to safeguard your data and be transparent about the data we process and for what purposes. Please click here to find out more about our Privacy Policy. 

Questions, complaints or feedback

Do you have a question, complaint or feedback?

We do our very best to keep our customers happy and customer satisfaction is our top priority. If there is anything that you aren't happy about, please get in touch with us and let us know! It's your remark, feedback, complaint or suggestion that helps us continue to improve our service! You can contact us by phone or by e-mail.


Chat