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Win €500 extra vacation budget – read here how to enter!

 FREQUENTLY ASKED QUESTIONS


Maybe your shopping session has raised some questions regarding the fit of an item, the delivery time or our service? To assist you, we have listed the most frequently asked questions with the answers for you. Can’t find the answer to your question? Please contact us. Our Customer Care Sweethearts are here for you and happy to help! 

Service

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 


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. 


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. 


Our office, warehouse and the TopVintage Store are based in the Netherlands, at the address below: 

Wiebachstraat 9
6466 NG Kerkrade
the Netherlands

Your order is shipped from the Netherlands.
Do you live outside the EU? Please be aware that you may be charged customs fees/ import duties.


Unfortunately it’s not possible to reserve items for a direct exchange using the same order. If you would like to receive your item in a different size, you can place a new order via our website. This has two major benefits; you are certain that you won’t miss out on the new item and you will receive this new item much quicker.

A little tip: you can always wait to return the first parcel until you have received the new item. This way you can compare both items and if you would like to return both of them, you can send them back in the same parcel. smiley emoji

Fit

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. 

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


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'. 


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.  


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.


Our shoes are fairly standard when it comes to their fit (width and height), unless it's mentioned otherwise in the item description. 

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

Shipping

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. 


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.


New items arrive on a daily basis. So we can make you happy with the prettiest new arrivals every day! :-D 

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 4:30 pm CET. You can find an overview of the expected delivery time for each country here. 


Yes, of course! We offer worldwide shipping. 


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. 


For the shipping costs of your order, refer to the table above. 

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. 


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. 


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

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


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.

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].

Gift card or store credit

Your discount code will remain valid. In other words, when you place your next order you can enter the same code at checkout to redeem.
Please contact our Customer Service in case the code doesn't work. 


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

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. 


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 unopened 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.


Please return your parcel to:

Within the Netherlands

Topvintage
Antwoordnummer 2030
6460 VB Kerkrade
Nederland

Within Germany  (DPD depot)

Topvintage / JR Logistics GmbH
Carlstraße 50
52531 Übach-Palenberg 
Deutschland

Within Belgium

P/A BX SIR – Topvintage
Vilvoordsesteenweg 233
1099 Bruxelles X
Belgium

Within France

Topvintage / H.M. Verploegen France 
2, Rue Blaise Pascal
38090 Vaulx-Milieu
France

Within all other countries

Topvintage 
Wiebachstraat 9
6466 NG Kerkrade
The Netherlands


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).


Due to a high workload in our warehouse, processing a return currently takes 10 working days. We apologise for the inconvenience! 

Your return will be processed as soon as possible and at the latest within 10 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 10 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! 




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 €4.95 (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. 


If you live in the Netherlands, Belgium, Finland or Germany and you used Klarna and then returned all of your order, the outstanding costs are €6.90. This amount includes the cost of using the return label (€4.95) + a fee for using Klarna (€1.95). 


Yes, that’s possible! Our Store is open Tuesday to Saturday from 10 am to 5 pm.
You can hand your parcel over to the ladies behind the counter in our Store.


Yes, that’s no problem at all! However, we would like to ask you to include the return form of each of the orders concerned in the parcel. This helps our returns department to match each item to the correct order. smile emoji

Brick-and-mortar store

Our brick-and-mortar 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 experience and of course in-store fittings of our wonderful collection. Check the current opening times here.


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


Yes, this is possible within 14 days of the purchase with the original receipt and tag (as long as the item hasn’t been worn). 


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


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

Material

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

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. 

Account

Click on the login icon of the little figure at the top right corner of your screen. Underneath the header ‘I am new at Topvintage’ you click on the ‘create an account’ button. Fill in your details, create a password and you’re ready to shop! 


Click on the login icon of the little figure at the top right corner of your screen. Then click ‘Forgot your password?’ and simply follow the instructions to create a new password. 


Please contact our Customer Service. They can help you convert your guest account to a regular customer account. 


You can find our Privacy Policy here

Privacy

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

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.