FAQ's

1. COLLECTION OPTIONS

 

What delivery & collection options do you have?

Topco only offers a collection option. 

 

Collection Point:

16 Upper Pepper Street, Schotsche Kloof, Cape Town, 8001

 

Collection Operating Hours:

Monday - Friday / 9am-5pm

 

Courier collection

Should you wish to arrange a courier to collect your goods, please make sure to inform us via email: topco@topcomodels.co.za

Please include:

-      Courier Company Name

-      Collection date

Please further furnish the Courier Company of your choice with:

-      A copy of your proof of payment

-      Copy of the email request for collection sent from your email to that of the courier's.

*The courier will be expected to present these items upon collection of your goods.

 

 

2. PAYMENT PROCEDURES

 

2.1. What cards are accepted for your payment?

  • All VISA and MasterCard cards that are 3D Secure enabled are accepted, including international cards.

  • AMEX and Diners are not supported.

2.2. Once payment has been received, your goods will be readied for collection within 48-72 hours of receiving your payment confirmation.

2.3. Please refer to COLLECTION OPTIONS for how to retrieve your purchase.

2.4. If you have any other questions about ‘PAYMENTS’ please email: topco@topcomodels.co.za for assistance.

2.5. How secure is your credit card and personal information?

Your security while shopping online through Topco Merchandise is very important to us, and we’ve taken all reasonable measures to make sure your credit card and personal details are kept safe at all times. All pages that require you to enter your personal information or payment details on our site are secure, using 128-bit SSL encryption.

To check that the page you are viewing is secure, look for a padlock icon within your browser.

For more information, please refer to our Privacy Policy.

 

3. RETURNS PROCESS

3.1. What steps do you need to follow to return your purchase, for any of the reasons stated in the RETURNS POLICY section?

Log your return request for an exchange or refund: To log a return or exchange, you are required to:

- email topco@topcomodels.co.za 
- reference your order number in the subject – e.g.: 1046 Return or 1046 Exchange.
- reason for exchange or refund
- once your request has been processed, you will receive an email communication informing you of the result of your request.

 

3.2. Prepare the return parcel: Pack the product in its original packaging. 

Drop-Off: Take your return to drop-off point. You have 5 business/working days to drop your return parcel.

Drop-Off by courier: Please follow the same instructions for this option as indicated under COLLECTION OPTIONS

 

3.3. Receive & Review: When the package arrives back at the drop-off point, the items are inspected before the refund or exchange is authorized. This process can take 2-3 days (and longer during high-volume periods).

 

3.4. Refunds: If the refund is approved, you will receive an email confirming that your money is on its way. 

Refunds can take 1-5 working days to process and may take an additional 2-3 working days to reflect in your account. Contacting us will unfortunately not speed up this process.

Refunds will be made through the same process as the purchase method, no cash or eft requests are available.

 

3.5. Exchanges: If the exchange is approved, you will receive an email confirming your collection date.

 

4. RETURNS POLICY

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, subject to the terms below. This policy applies to products purchased direct from Topco only. 

This policy forms part of the Topco Terms and Conditions and words defined in the Terms and Conditions have the same meaning in this policy unless the context indicates otherwise. Nothing in this policy is intended to limit your statutory rights in any way.

4.1 Return / Exchange procedure

Once we have inspected the product and validated your return / exchange, we will exchange the product or refund your account with the purchase price of the product within 8 days of the return. 

Please bear in mind that refunds can take 5 - 10 working days to reflect in your account. We are entitled to refuse a return if the product is returned damaged, not in a re-saleable condition or missing any accessories. 

You will be required to drop the product off at the collection point as indicated above should an exchange (return) or repair be approved.

4.2 Products damaged on delivery

Topco will not be held liable for any damaged goods received through private courier services

Right of refusal of refund / exchange upon receipt of goods being returned, is extended to damages caused by private courier companies.

4.3 Defective products

We do our best to ensure that the products we deliver to you are of a high quality and without defects. 

What is a defect? 

A defect is a material imperfection in the manufacturing of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

The following will NOT be regarded as defects and will not entitle you to a return your purchase: 

  • faults resulting from normal wear and tear;

  • damage arising from negligence, user abuse or incorrect usage of the product;

  • damage arising from a failure to adequately care for the product;

  • damage arising from unauthorized alterations to the product; and

  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.

5. EXCHANGE POLICY

5.1  How do exchanges work?

Fashion and footwear products can be exchanged for a different size provided that your desired size is available and is available at the same price as the product originally purchased.

Unfortunately, you cannot exchange your original product for a different one.

If the size you want is not immediately available, you can choose to be refunded, granted that the return meets the criteria as stated under the RETURNS POLICY.

We reserve the right to inspect the product to validate your return / exchange.

Please refer to the RETURNS POLICY in our FAQs for some advice on making sure that your product is returnable under the guidelines provided.

5.2 Not what you ordered?

If we have packaged the wrong product for you or if the product is not as described on the Website (or if it is missing any accessories), please notify us and we will collect the product from you at no charge.

Once we have inspected the product and validated your return, we will, at your choice, exchange for the correct product as soon as possible (if the correct product is available); or refund your account with the purchase price of the product within 8 days of the return.