Frequently asked questions

Service

  1. Oh no, sold out, what to do now?
  2. 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

  1. Which size should I order?
  2. 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.  

Retour & Ruilen

  1. Overview how to return or exchange
  2. Important additional information:

    As customer you are responsible for the costs of the return shipment. Send the return, if required because of high value, with extra insurance. Return shipments are your own responsibility, we cannot take responsibility for missing packages.

    If you return your order from a country outside the EU we can’t take responsibility for the payment of the import duties. Therefore we kindly request you to write ‘Pre importation’ on the invoice. Please put the invoice in the plastic cover and attach the invoice to the package. This is an aid, unfortunately not a guarantee. If we need to pay import duties in order to receive your return, we will deduct these costs from your refund.

  3. Return conditions
  4. You have to pay attention to the fact that all return/exchange articles are: 

    • returned within 30 days after receipt;
    • provided with our label and, if applicable, are in their original undamaged packaging; 
    • not showing any signs of being worn or being washed;
    • provided with a hygiene strip (this applies to lingerie and swimwear);
    • shoes without signs of being worn and in their original packaging not used as a shipping box, so no tape or stickers on it and in unwritten condition;
    • sufficiently stamped.


    Clothing and shoes may of course be fitted indoors, but not worn. If a lingerie or swimwear article does not include a hygienestrip, would you be so kind to try it on while wearing underwear or shapewear. Please do not keep our articles in smoking areas, in the kitchen or nearby animals. Clothing that does not smell fresh or looks neat anymore cannot and will not be offered to our customers anymore. 

    * The following articles are excluded from our return/exchange service: shapewear panties, stockings, earrings, stacking-/skid resistant soles, books and lipsticks.

    Our entire legal terms and conditions can be found here.

  5. Return addresses
  6. 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 / TD Express
    8, rue des Champs
    68220 Hésingue
    France

    Within all other countries

    TopVintage 
    Wenckebachstraat 9
    6466 NC Kerkrade
    The Netherlands

  7. Received a false or faulty article?
  8. 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.nl or by giving us a call: 0031(0)45 - 750 720 8 and from Belgium 038 08 19 34 (on business days from 9:00 am - 9:00 pm).

  9. Return/exchange processing
  10. It is our aim to process your return/exchange immediately and at the latest within five business days after receipt. You will receive an e-mail confirmation.

    Return

    During the processing of your return, we will refund the purchase price of the returned items directly. The money will be refunded to the used payment method. That means that if you have paid with credit card, you will receive the refund in your credit card account.

    Exchange

    We will send the requested article(s) for free as extra service as soon as we have received the return package in its original state. You will receive an e-mail confirmation with track & trace as soon as a new article has been sent.

    If you did not receive a confirmation within 7 days, please contact the shipping company that you used to send the parcel, in order to trace your package. If there is an unfortunate delay, please keep us informed so that we can expand your return date. 

  11. Do you have a remark, complaint or feedback?
  12. 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.

  13. Do you have any questions?
  14. 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?'

Shop Assistant