FREQUENTLY ASK QUESTIONS
General Information
COVID 19
CAN I STILL PURCHASE FROM YOUR WEBSITE?
Yes! We’re currently still able to accept orders and ship internationally. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access. For handcraft products, we may some delays, this is due to changing of some the shipments regulations. But, we will still try our best to deliver it safely to you.
ARE YOU GUYS SHIPPING AS NORMAL?
We’re trying to. Minor delays are happening internationally.
Our most recent update is that we're currently only shipping directly from Indonesia from once a month. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team.
We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.
CAN I CHANGE MY DELIVERY ADDRESS?
We understand that you may now need to amend your delivery addresses, and some couriers have a self-service option that allows you to do this. If this option is available to you, it’ll be included in the tracking information sent to you when your order’s left our delivery point in The Netherlands. If the option isn’t available on your tracking link, then the courier doesn’t have the ability to do this. Unfortunately, the Topmantep Support Team aren’t able to amend the delivery address of your order once it’s been placed.
SO WHAT IF I’M NOT THERE TO RECEIVE MY PACKAGE?
If you can’t change your delivery address, and no one else can accept the delivery, it will be returned to us and you’ll be contacted by our team for the redelivering your order. Please check with the security team within your accommodations, the courier may leave your order in a safe place at the address if it’s student accommodation or your place of work.
HOW LONG DO I HAVE TO RETURN?
We offer 3 days confirmation on return when it is eligible. Please check and follow the restrictions set by your local government, which may reduce the operating systems and hours of your local drop-off points or classify returning items as non-essential travel. Thank you; stay safe.
HAS COVID-19 IMPACTED TOPMANTEP’S SUPPLY CHAIN?
Currently, our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in affected regions and following the advice of the World Health Organisation. The welfare and health of our suppliers are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance.
WHAT ARE TOPMANTEP DOING TO ENSURE THE SAFETY & WELLBEING OF STAFF WITHIN OUR BUSINESS & OUR SUPPLY CHAIN?
The Topmantep family will always be a priority, and we’re doing all we can to protect the safety and wellbeing of our family across the world, while continuing to provide the best Topmantep experience possible, as safely as we can. For now, working from home has become the everyday norm for our entire team, with the only exceptions to this being the team members with’ business critical’ roles who must be physically present in our offices. This is a very small percentage of our entire team and we are strictly following official advice to uphold social distancing and the highest standards of hygiene for this key group. Our offices across the world have made operational changes, too - including more regular cleaning, entry/exit control and restrictions in common areas – to protect the wellbeing of anyone and everyone in the offices.
Our attitude and approach is exactly the same throughout our supply chain. We’ve increased focus on our distribution centres to maximise safety, enforcing social distancing and minimise the spread of COVID-19. Ensuring the highest possible customer experience has always been our main driving force. In these times the health and safety of people throughout our supply chain must be our priority, so this may mean a slight delay to orders, but we trust you’ll understand, and support, the steps we’re taking in these global circumstances.
Topmantep is operating as safely as we can, while giving our best to operate at the highest standards we can. We’re taking every opportunity to offer our team support and guidance as closely as possible, even while separated by distance.
Contact Us
HOW CAN I CONTACT YOU?
Hopefully, you'll find the answer you need from one of the articles we have on our help centre, but if you need a little help or just want to say hello, click the chat icon found at the bottom right of this page.
*Please get in touch through ONLY ONE method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.
WHY DOESN'T TOPMANTEP HAVE A PHONE NUMBER?
Topmantep does not have a call centre and we're not set up to handle high volumes of phone calls.
The Topmantep brand was built online, including our customer support. Though you may receive an automated response every once in a while, all channels are manned by human staff who are eager to help you out, quickly and efficiently.
WHAT INFORMATION DO I NEED TO PROVIDE YOU?
Be sure to INCLUDE AS MUCH INFORMATION AS POSSIBLE e.g./ order number (#UK123456), email address, pictures, etc. This will allow us to answer any questions you have as quickly as possible.
Delivery
WHAT IS CUSTOMS DUTY?
Let's start at the beginning. Goods - such as the Topmantep products you buy - can't simply be shipped freely from country to country. When goods are imported into a different country or customs territory, there is a charge called Customs Duty that must apply. This is charged by the local customs authority where the goods are being imported into.
If Customs Duty is payable to your territory, you'll be responsible for paying it to the authorities, so Topmantep isn't involved in this process. Whether Customs Duty is payable, and by how much, depends on a whole lot of different things. For example, many countries have a 'low value threshold' below which they do not charge any Customs Duty.
If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.
COUNTRIES YOU WON’T NEED TO PAY CUSTOMS DUTY FOR:
Europe.
AND IF I DON'T PAY THE CUSTOMS DUTY?
Oh No! If, for whatever reason, you refuse the customs fee and the parcel is returned back to Topmantep, a shipping and handling fee may be deducted from your refund. If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more info before placing your order!
WHAT IS SALES TAX?
Good question. Sales Tax - also known as VAT or GST depending on where you live - is a tax charged on the supply of goods or services. Topmantep is generally registered for Sales Tax in all of the countries it ships to, so we'll charge you the Sales Tax as part of the checkout process. We collect Sales Tax from you on behalf of the local tax authorities. We then pay this over to the local tax authority, so we don't keep any of the money for ourselves.
CARBON EMISSION REDUCTION WITH ADVANCE ORDER
WHY DO WE DO THIS?
As part of our sustainability strategy, we at Topmantep try to reduce our carbon dioxide emissions as much as possible. This includes how we operate in our company - from powering our buildings to manufacturing and transporting our products. We know that we are only at the beginning of our journey towards greater sustainability, and we have set ourselves scientifically based intermediate goals to achieve our goal. More information on this topic will follow soon.
HOW EXACTLY ARE THE DELIVERY EMISSIONS COMPENSATED?
Our delivery supports climate protection projects all over the world, such as wind power, biogas, hydropower, and water purification, to guarantee compensation for customers who use the climate neutral Advance Order products and services
HOW ARE EMISSIONS CALCULATED?
The CO2 emissions are calculated using a certified process called “Certified ISO procedure 14064”.
ARE SOME OF THE EMISSIONS ACTUALLY REDUCED, E.G. BY ELECTRIC VEHICLES?
The primary focus of Advance Order is on offsetting emissions. Apart from that, our delivery method also reduces CO2 emissions from e.g., electric delivery vehicles, but these things are not directly part of our Advance Order program.
WHERE IS THE OFFER AVAILABLE? DOES IT MAKE A DIFFERENCE IF I LIVE IN THE CITY OR IN THE COUNTRYSIDE?
Our delivery and Advance Order is only available for customers in Europe and UK within all regions.
DOES IT COST ME?
No, Topmantep will cover all extra costs and the shipping costs from Indonesia and will not be more expensive for you.
Order
I WANT TO CHANGE MY ORDER
We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:
Changing the item or size
Delivery/billing address
Adding items to your order
Shipping method
There is a 10-minute window where you can cancel your order by locating the order in your account section and hitting the ‘cancel order’ button
After 10-minutes, it is too late to cancel the order and you’ll need to follow our returns process. Check on our Return Policy. If you don’t have a customer account, we’re unable to cancel the order for you.
*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.
I'M MISSING AN ITEM FROM MY ORDER
In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
Your order number
The name of the item you did not receive
Once we've received the above info, our Customer Support team will get this sorted for you ASAP!
ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 3 DAYS OF THE DELIVERY DATE.
YOU'VE SENT ME THE WRONG ITEM
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
Your order number
The name of the item you did not receive
The name of the item you received in its place
A clear photograph of the item you have received, including logo
Once we've received the above info, our Customer Support team will get this sorted for you ASAP!
You may be asked to return the incorrect item back to us through our returns process. See our Return page, if you're not sure how to do this.
ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 3 DAYS OF THE DELIVERY DATE.
Returns
WHAT IS YOUR RETURNS POLICY?
Products must be returned within 3 days of receiving your order.
Products must be unworn and unwashed with all tags still attached (if your item had tags when you received it). As part of our sustainability efforts, we are removing the tags from all new products so don't be alarmed if you receive an item with no tags on.
Face masks cannot be returned or refunded due to health protection reasons.
Bedroom Kit and Toiletries Kit and items under this specific ranges cannot be returned even if they are sealed in their original packaging.
We only offer refunds onto the original payment method used to make the order.
We do not except returns registered separately and cannot be returned as one, even if they are from the same order.
Anything accidentally or incorrectly returned our way (that’s not a Topmantep item) will be the responsibility of the sender, not Topmantep. We’ll always do our very best to help out, but unfortunately can’t make any promises!
CAN I EXCHANGE MY ITEM?
Unfortunately,we're currently unable to offer exchanges, but this is something we're working hard to make possible! For more information, please check out our Return Page
WHY ISN'T THERE A RETURNS FORM IN MY ORDER?
We’re super conscious of impact on our planet and its people. As part of our ongoing sustainability efforts, we’re creating positive changes today to help push for a better tomorrow. These include the removal of returns cards from Topmantep orders.
it’s not a requirement to fill out the order number on the card, as this can be done when you create your return. Check out our Return Page select your region for more details about returns.
Because of that, it just makes sense to remove these forms from all Topmantep orders, with the aim to carry this out across all other countries in the near future, right?
As well as working on more printless options, we’re always striving to do the right thing and improve our impact on the world around us.
RECEIVED A FAULTY ITEM?
We're sorry to hear you have received a faulty item! Please send us the following info:
Your Order Number
Item Name
Photos that show:
The fault as clearly as possible
Full-length photo of the item
The Topmantep logo in box and products label
Don't worry about sending your faulty item back to us, just keep hold of it until you've been in touch.
I STILL HAVEN'T RECEIVED MY REFUND
You're still waiting on your refund, right? We know this can be annoying! Depending on the courier & country you're returning your item(s) with, it can sometimes take UP TO 14 WORKING DAYS (excluding weekends & public holidays) to be delivered and processed by our returns team.
If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund. But if you need to get in touch with Customer Support about your return, please include in your message:
1. Proof of postage (like a receipt)
2. The tracking number
3. Your order number
We'll then get back to you as soon as we can!