*IMPORTANT* Due to the impact of COVID-19, there may be delays with the arrival of orders. At this point in time, Top Floor Gallery is still shipping worldwide!
- Top Floor Gallery provide a flat rate delivery fee of $9.95 for Standard Post or $14.95 for Express Post within Australia (regardless of the number of items purchased).
- Item(s) will be dispatched within 3 business days of the purchase/order via Australia Post (i.e. If an item is purchased on Friday, it will be dispatched by Tuesday at the very latest).
- The delivery options are as follows:
“Standard Post”: Arrival in 2+ business days of dispatch
“Express Post”: Arrival by the following business day of dispatch
(*Please note that we cannot guarantee the above arrival times, as they are dependent on Australia Post)
- International shipping is a flat rate of
$19.95AUD for New Zealand (arrival in 5-8 business days from dispatch*)
$29.95AUD for other countries (arrival in 7-12 business days from dispatch*)
- Australia Post's Express service will be used to dispatch your order
*we cannot guarantee the above arrival times, as they are dependent on Australia Post and the courier of the customer’s country
- Please note that international orders may be subject to additional customs, taxes and duties – these are the sole responsibility of the customer.
Returns & Refunds
- Top Floor Gallery has a no refund no return policy. All sales are final. (e.g. an item cannot be returned if it doesn’t fit, change of mind etc.)
- The exception to this policy is if the item received is significantly different than described. In such cases, a partial refund may be provided depending on the nature and severity of the unspecified flaw. the purchase may be eligible for a return or exchange.
The return process and criteria for the policy exception is as follows:
1. Contact Top Floor Gallery via email (firstname.lastname@example.org) within 72 hours of receiving the order, with details regarding the flaw(s) including photos.
2. The item(s) must have not been used/worn/washed/tampered before detection of the unspecified flaw. We strongly recommend checking the item upon its arrival.
3. A response will be sent within 48 hours in order to come to a resolution.
We understand that situations like these can be frustrating – we are committed to supporting and assisting our customers through the entire process.
Unfortunately, we cannot hold responsibility for any packages lost in transit. Although it is a rare occurrence, it is a matter that needs to be discussed directly with the courier handling the package; that is, Australia Post in the case of domestic orders, or your home country’s courier service for international orders. However, we will most definitely help you come to a resolution with the courier service if this does occur. At the end of the day, customer service lies at the heart of Top Floor Gallery.
- Lastly, please keep in mind that most items offered on Top Floor Gallery are in second hand condition. We have make every effort to display as accurately as possible the colours and condition of each item. If you would like more information on how each item is stored, looked after, photographed, packaged and shipped, check out our About page!