Question 1

DO YOU SELL AUTHENTIC PRODUCTS?

Accepted Answer

Yes, absolutely. All sellers on Top Brand Outlet are verified and vetted by our team before listing products. Every item sold through TBO is genuine and sourced directly from brand-authorised suppliers. We would never sell or permit the sale of counterfeit goods on our platform.

Question 2

HOW DOES SHIPPING WORK WITH MULTIPLE SELLERS?

Accepted Answer

Because TBO is a marketplace with multiple verified sellers, items from different sellers may arrive in separate parcels and at different times. Each seller dispatches their own orders. You will receive individual dispatch notifications for each parcel. If you have any concerns about a missing item, please contact our customer services team and we will liaise with the relevant seller on your behalf.

Question 3

WHAT PAYMENT METHODS DO YOU ACCEPT?

Accepted Answer

We accept a wide range of payment methods to make checkout as convenient as possible, including: VisaMastercardPayPalKlarna (Buy Now, Pay Later)Clearpay (Buy Now, Pay Later)Apple PayGoogle Pay All payments are processed securely. You will be prompted to select your preferred method at checkout.

Question 4

CAN I RETURN ITEMS FROM DIFFERENT SELLERS?

Accepted Answer

Yes. Even if your order contained items from multiple sellers, TBO coordinates all returns centrally. Simply follow our standard returns process and we will handle communication with the individual sellers on your behalf. Please note that return policies may vary slightly by seller — our customer services team can advise on any specific cases.

Question 5

HOW DO I TRACK MY ORDER?

Accepted Answer

You can track your order in two ways: My Account: Log in to your TBO account and visit the Orders section to see live tracking updates for each parcel.Order Tracking Page: Use the tracking number provided in your dispatch confirmation email and enter it on our order tracking page. If you have not received a dispatch confirmation within the expected timeframe, please contact our customer services team.

Question 6

HOW LONG DO I HAVE TO EXCHANGE/RETURN AN ITEM?

Accepted Answer

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.

Question 7

IS THERE A CHARGE TO MAKE A RETURN?

Accepted Answer

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.

Question 8

ARE THERE ANY PRODUCTS YOU DO NOT ACCEPT BACK?

Accepted Answer

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.

Question 9

HOW DO I REQUEST A REFUND?

Accepted Answer

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.

Question 10

WHAT DO I DO IF MY EXCHANGE ITEM COSTS MORE THAN MY RETURN ITEM?

Accepted Answer

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.

Question 11

HOW LONG WILL MY EXCHANGE/REFUND TAKE?

Accepted Answer

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.

Question 12

DO YOU CHARGE A DELIVERY FEE ON EXCHANGE ORDERS?

Accepted Answer

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.

Question 13

HOW DO I RETURN THE GOODS TO YOU?

Accepted Answer

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.

Question 14

WHAT IF I HAVE LOST RETURN FORM, CAN I STILL RETURN?

Accepted Answer

Question 15

HOW DO I RETURN THE GOODS TO YOU IF I HAVE NO ACCESS TO A PRINTER?

Accepted Answer

You can return your items to the address below via your chosen courier.
                Top Brand Outlet Ltd
                Unit 10 Howletts Hall Farm
                Mill Lane
                Nevestock
                Romford
                Essex
                RM4 1ET
                United Kingdom
            Please use a tracked service with the correct insurance, which allows cover for a return order should it go missing in transit.

Question 16

DOES YOUR SITE HAVE SECURE PAYMENT?

Accepted Answer

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.

Question 17

I LIVE OUTSIDE THE UK, CAN I STILL ORDER?

Accepted Answer

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]

Question 18

YOUR PRICES ARE VERY CHEAP, ARE YOUR PRODUCTS AUTHENTIC?

Accepted Answer

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.

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