Frequently asked questions

Service

Oh no, sold out, what to do now?

We aim to have all our retro clothing in stock in all available sizes - usually XS-4XL. However, we cooperate with relatively small companies and besides that we offer exclusive collections. This means that most items are only available in a few shops in the Netherlands or even in Europe. As the largest retailer from Pinup Couture in the Benelux, most of the collection is exclusively available at TopVintage. Besides that, a large part of our clothing is especially produced for us, but never in huge amounts like for example chain/department stores like H&M. So... our items are hot, produced in limited amounts and often sold out completely in no time!

Click on the desired (sold out) size and check if extra info has been added, since we do our best everyday to keep you informed about the latest stock info. However, we can never indicate any exact dates. When an item will be available again, depends on many different factors that can't be influenced by us, such as the availability of a material, the production speed of the supplier, the production scheme, the popularity of an item, etc.

If the information says 'expected delivery date: month X', we know for 99% sure that the item will come back in stock in the mentioned month. Unfortunately, we can't indicate the exact date. If 'expected delivery date: unknown' is mentioned, it means that we haven't received a new delivery date from our supplier (yet). So we can't even help you if you have an upcoming wedding/party/festival, etc...although we would love to help you! The only solution left: make use of the notify option and cross your fingers that the item will be back in stock in time :-D

Levering

Pasvorm

Which size should I order?

When you measure yourself, consult the size guide in the item and consider our possibly mentioned TIP!, you will be 99% sure of the right size. Every single item is measured ánd tried on by our TopVintage ladies. So every item has its own size guide. 

What's the reason for that? Every item, brand, model and material has its own fitting and unfortunately there isn't a standard universall size chart.  

Return service

Overview how to return

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. 

Return conditions

Return conditions
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 return policy:
Shapewear panties, tights, earrings, insoles/non-skid soles, books and lipsticks that have been worn and removed from their original 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.

Return addresses

Please return your package to:

Within the Netherlands

TopVintage 
Postbus 6003
6401SB Heerlen
The Netherlands

Within Germany

TopVintage / Bayer Kurier 
Strangenhäuschen 26
52070 Aachen
Deutschland

Within Belgium

TopVintage (bpost)*
Rue Abot 8
4890 Thimister - Clermont

*Please return your parcel by bpost, other postal services don't recognise this address!

Within France

TopVintage / H.M. Verploegen France SAS
Parc d’activité de Chesnes la Noirée
14, Impasse de Malacombe
38291 Saint Quentin Fallavier Cedex
France

Within all other countries

TopVintage 
Wiebachstraat 9
6466 NG Kerkrade
The Netherlands

Received a false or faulty article?

Did you accidentally receive a false or faulty article? Please accept our apologies!  To solve this problem in the best possible way, we ask you to report this to us immediately by sending an e-mail to service@topvintage.net or by giving us a call: 0031(0)45 - 750 720 8 (on business days from 9:00 am - 5:00 pm CET).

Return processing

Your return will be processed as soon as possible and at the latest within 5 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 7 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! 

Do you have a remark, complaint or feedback?

We do our very best to keep our customers satisfied. Customer satisfaction has our highest priority. If there is anything that isn't to your satisfaction, please report this to us at any time! Thanks to your remark, feedback, complaint or suggestion, we can improve our service even more!  You can contact us by phone or by e-mail.

Do you have any questions?

Do you have any questions? Please do not hesitate to contact us, we are more than willing to help you!

Everyday, our customer service is available to answer all of your questions. A lot of your questions are similar to each other, so in order to make everything a lot easier for you and for us, we listed some of these questions here, together with their answers;

Service

  • If an item doesn't fit well, can I return it to you and receive my money back?

    Of course, the following applies to all our items: money back if not satisfied, with the exception of (hygienic) items that don't mention this rule, such as earrings, stockings, make-up, underwear/shapewear and books.

  • I hesitate between two sizes, can I buy both sizes, then return the size that doesn't fit and receive my money back?

    Of course, the following applies to all our items: money back if not satisfied, with the exception of items that don't mention this rule, such as earrings, stockings, make-up, underwear/shapewear and books.

 Fit

  • Normally, I wear a size X, which size should I order at your site?

    Because every item, brand, model and material often has its own fit and unfurtunately no universal standard sizes exist, we measure up and personally try on every item separately and draw up a special custom made size chart for every item as shown in the concerned product description, to make it very easy for you to choose the right size :-D 

  • I'm quite thin/slender/I have small/big breasts/broad hips, which size should I take?

    Because every item, brand, model and material often has its own fit and unfurtunately no universal standard sizes exist, we measure up and personally try on every item separately and draw up a special custom made size chart for every item as shown in the concerned product description, to make it very easy for you to choose the right size :-D 

  • I'm quite short/tall, is dit item suitable for me?

    We measure all items ourselves, including lenght. You can find this information in the size chart. below the product description.

  • I already ordered dress X, so which size should I order from this dress?

    Because every item, brand, model and material often has its own fit and unfurtunately no universal standard sizes exist, we measure up and personally try on every item separately and draw up a special custom made size chart for every item as shown in the concerned product description, to make it very easy for you to choose the right size :-D 

  • I have difficult feet, which shoes are suitable for me?

    Our shoes are all average in hight and width, unless otherwise stated in the product description.

 Delivery time

  • When does this item come back in stock again?

    By clicking on the requested size, you can enter your name and e-mail address (you will receive an e-mail as soon as the product is back in stock), here you will also find information concerning expected delivery dates, if available.

  • Delivery time unknown: I have a wedding/(birthday) party on date X, will the item be available by that time?

    If the expected delivery date is unknown, we unfortunately do not know when the article will be back in stock. It may take 2 weeks, but may also take up to 6 months. We advise you to enter your name and e-mail address on our website by selecting the requested size. You will receive an e-mail as soon as the product is back in stock.

  • What is the delivery time of the items that are temporarily out of stock?

    By clicking on the requested size, you can enter your name and e-mail address (you will receive an e-mail as soon as the product is back in stock), here you will also find information concerning expected delivery dates, if available.If the expected delivery date is unknown, we unfortunately do not know when the article will be back in stock. It may take 2 weeks, but may also take up to 6 months.

  • When do you always receive new stock?

    We receive new items every day.

 Webshop

  • Do you only sell through the internet?

    Yes, we only sell the the internet, we do not have brick and mortar stores or showrooms.

  • I live nearby, can I stop by and try some items on?

    No, this is unfortunately not possible. We do not have any fitting rooms.

  • Can I stop by and pick up / return my order myself?

    No, this is unfortunately not possible. You have to send all items back to us by post. 

 Shipping

  • Do you also ship to Belgium?

    Yes ofcourse, shipping is free to Belgium and besides that: we ship WorldWide!

  • If I order now, when can I expect my order?

    If you live in the Netherlands, Belgium, Germany or Luxemburg and order before 4pm on Monday-Friday, you can expect your order the next Business day. For other European countries we calculate 2-7 business days and for the rest of the World 5-14 business days.

  • I'm not at home during the day, what will happen with my order in that case?

    Your order will be delivered to your neighbours, or there will be a second attempt the next business day. In most cases you will receive a message in your mailbox with more information. 

Payments

  • I received a message from you that my money has been refunded, but I didn't receive it on my bank account yet.

    We transfer the money back to the account you used to pay for your order. The money will be added to your account within 1-3 business days. Credit Card payments can be found on the next monthly overview. In stead of TopVintage.nl we also use the name of our payment provider Multipay/Multisafepay for refunds. If you still cannot trace your money, please send an e-mail to our Customer Service: service@topvintage.nl. 

  • Somehow, I can't pay online, can you send me your bank account number and other details, so that I can arrange a bank transfer?

    Yes of course! 

    Attention! Please always mention your order number, otherwise we cannot process your order!

    IBAN : NL82RABO0138273049  t.n.v.  TopVintage.nl BV

    BIC code: RABONL2U

For more information on this topic, please also read Help, how can I measure myself correctly? 

Should you be in doubt anyway, we are more than willing to help you! However, in order to help you correctly, we need the following concrete measurements to give you the best size advise we can: your bust- / waist-/ hip size, measured as explained in the previous paragraph 'Help, how can I measure myself correctly?'

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