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Delivery & Returns
All items will be shipped from our UK warehouse. We use FedEx and our collection time is 4pm GMT on business days. Business days are Monday through Friday, excluding weekends and public/Federal holidays.
We will endeavour to process all orders placed after 5pm the next working day, however this cannot be guaranteed. Orders placed over the weekend will be processed at the start of the next working week.
Fulfilment time will depend on the size of the order, but we will endeavour to ensure that it is between 1-10 working days, depending on the geographical location of the recipient.
Due to the high environmental cost of shipping we do not discount shipping and pass on actual costs to the purchaser. We have a group order facility to ameliorate the cost of shipping multiple orders to a single address. Discounts apply to products as you add items to the cart, but we do not discount freight.
For further details please refer to our T&Cs.
TOPL cups are food storage items so we only accept returns of unused items, or by reason of manufacturing default.
If you wish to return an item, please note that the goods must be accompanied by the official receipt that you received at checkout. You may only return TOPL cups to our warehouse if they were purchased online at toplcup.com. If you wish to return a TOPL that was not purchased online, it will need to be returned to the authorised TOPL reseller.
We do not offer store credits, so please take care with your selection and refer to the size and colour guides before finalising your choice.
If your TOPL is unused, undamaged and still in its original packaging, we can organise a return for you.
We can only refund unused items that are in a re-saleable condition within 14 days of receipt of goods, for example:
the original instruction brochure is still inside;
the item is in its original packaging; and
the item is unused and as received.
Please note, we do not offer exchanges. If you wish to exchange an item, please complete the returns procedure as outlined and place your order again.
Please email firstname.lastname@example.org to advise of a product return. A return must be requested within seven days of receiving your order. We will require the order number, customer name, email address and phone number as well as the reason for the return. One of our customer services representatives will get in touch to explain the next steps.
No material will be accepted, or replacements issued without prior approval to return such products.
You should then return your item(s) within 14 days of receiving delivery return details. Returns outside these time frames may be accepted at the discretion of TOPL and may only be exchanged for an alternative product unless found to be faulty.
The customer bears the cost of returns due to change of mind.
You have the right to cancel the contract for the purchase at any point from the time of ordering until 7 days after delivery. To qualify for a refund as a result of such a cancellation you must cancel this contract in writing to us within seven days of taking delivery.
We only exchange and replace for damaged or unsatisfied products, we do not refund in any other circumstances.
You will be responsible for paying for your own shipping costs for returning your item for return of undamaged products. Shipping costs are non-refundable. If we are not notified in writing of your intention to cancel the contract, any costs incurred by services associated with unauthorised 'return to sender' returns will be deducted from your refundable amount.
All goods will be inspected on return. Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment, within 3 business days of receipt of the package. This excludes the time that it may take to show up on your bank statement.
It can take up to 7 working days for your return to arrive at our warehouse and depending on your card issuer, it can take up to 10 business days for the funds to show in your account.
The goods are your responsibility until they reach our warehouse, so make sure it's packaged well and can't get damaged in transit. Please also ensure that you use a tracked service as we are not liable for any lost packages and are not able to issue a refund if the items do not return to us.
DAMAGED OR INCORRECT PRODUCT RECEIVED
We will, upon your request, replace any product that is received in damaged condition or as a result of a picking error, provided your request is accompanied by photographic documentation.
No material will be accepted, or replacements issued without prior approval to return such merchandise.
TOPL warrants that the Product purchased shall be and remain free from defects in materials and workmanship for a period of 12 months from the date of delivery. The warranty does not extend to any fair wear and tear.
TOPL will replace any defective item or part of Product at its sole cost, including delivery, upon receipt of satisfactory evidence of the defective item or part.
For any claim to be recognised customers must notify TOPL immediately and provide an order number or receipt number as proof of purchase and we will provide you with an exchange, refund or repair within the guidelines.
TOPL will replace without charge any damaged or faulty components within 12 months of purchase.
TOPL EXCHANGE POLICY
We don’t offer exchanges. If you would like to exchange your item for a different product, we recommend you return the TOPL to us. We’ll then be able to provide a refund and you can place your order again.
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