FAQS

We offer a Lifetime Authenticity Guarantee on each and every one of our products sold in-store and online, which means you can shop with complete peace of mind. If an item is confirmed to be inauthentic by a trusted source(s) at any point after purchase, you are entitled to full refund.  

All items undergo a strict 3-step authentication process as follows: 

Step 1: Each item is initially authenticated by our experienced suppliers who source examine, price and authenticate designer items on a regular basis. 

Step 2: Each item is then examined digitally (i.e. photos, videos & video calls) by our team before the purchase from the given supplier is confirmed. 

Step 3: Lastly, upon arrival, each item undergoes a thorough in-house authentication process with a set criteria for the given item/brand. The criteria can include elements such as serial numbers, zipper branding, stitching, brand and wash tags, hardware, depending on the item. In the very rare occurrence that the item does not meet our authenticity criteria and is deemed inauthentic, it will never be made for sale and will be disposed of, returned to the supplier, or kept for research, reference and team training purposes. 

For additional peace of mind and future reference, we can also include a Certificate of Authenticity from a trusted third-party authentication service with any item you purchase in-store or online. All we require is a $25 (AUD) fee and 1-3 business days to have the certificate generated. There is the option of adding a Authenticity Certificate to your order at the checkout. 

Please send an email to hello@topfloorgallery.com or send us a DM on Instagram (@topfloor.gallery) if you ever have any questions, or would like more information about a certain item. We are always happy to provide further information about any item we carry. 

Our Boutique is located on Level 1/118 Langridge Street, Collingwood VIC 3066 Australia (only 15 minutes from Melbourne CBD). Our opening hours are as follows:

Mon: 12PM-6PM
Tue: CLOSED
Wed: 12PM-6PM
Thur: 12PM-6PM
Fri: 12PM-6PM
Sat: 12PM-6PM
Sun: 12PM-6PM

Stop by our store for the widest selection of pre-loved Designer & Streetwear in person. Our friendly team will be there to assist if needed. Here are just a few of the many things we offer in-store:

- Aesthetic lounging area with games & complimentary drinks/snacks 
- Wheelchair/Pram accessible (elevator to the first level)
- Customer restroom
- Pet friendly 
- Gift wrapping and shipping services 
- Consignment drop-off 
- In-store pick up for online orders
- Access to in-store and online items

We currently accept the following payment methods:

In-store:
- Credit/Debit Card (VISA, Mastercard, American Express, JCB)
- Afterpay 
- Cash (including split payments) 

Online:
– All payments via Credit/Debit Card 
– Paypal
– Afterpay

We are constantly expanding our range of products and brands. Currently, we carry new, pre-loved and vintage items from brands such as Dior, Prada, Fendi, Gucci, Louis Vuitton, Chrome Hearts, Vivienne Westwood, Stone Island, Bape, Moncler, Chanel, Acne Studios, Needles, Miu Miu, Comme des Garcons, Issey Miyake, Maison Margeila, Burberry, Evisu, Off-White, FOG Essentials, Celine, Kapital, Balenciaga, Givenchy, Coach, Goyard, Saint Laurent, A COLD WALL, Cav Empt, KAWS, Gallery Dept., Cortiez, Supreme, Post Archive Faction, Dolce & Gabana, Stussy, Arc'teryx, ALYX and more. 

We offer some of the most unique and highly sought from the Designer & Streetwear labels above. 

The best, most convenient way to receive exclusive promotions, perks and updates is to sign up to the Top Floor Circle. We never spam - only weekly updates about our newest arrivals, store/website updates and promotions only available to those who are subscribed to our free mailing list. Join the club here. 

Our Instagram is another way you can find out about store, website, event and product updates (as well as public giveaways, sales etc).

All detailed information regarding refunds, returns and exchanges can be found here. We are unable to accept returns, refunds or exchanges due to change of mind or sizing issues. Therefore, we highly recommend referring to the description, condition, photos, sizing and measurements of each item. 

In the event that the wrong address or any other details are indicated in the order, and the package has already been dispatched, Top Floor Gallery will not be liable for any replacement or refund. The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address.

Please contact hello@topfloorgallery.com as soon as possible if you have provided us with incorrect details.  

Please refer to the guide below to see how the condition of each item is determined:

Brand New - Brand New/Unused (with or without tags, original packaging etc.)

Great - Great condition with light wear/use (no apparent flaws)

Good - Good condition with light general wear/use (apparent flaws are likely to be present)

Fair - Signs of wear/use (apparent flaws)

If you like further information on any of our available products such as additional photos please get in touch with us via Instagram or our contact page.

In this case, The courier will try to find a safe place to leave your parcel. If they cannot find a safe place, your parcel would be transferred to a nearest Australia Post Office for collection. They may also leave a card in your mail box.

You will need to collect your parcel within 10 business days. If it isn’t collected from the nominated Post Office, your parcel will be returned to us. 

We will contact you immediately once we’ve received your returned parcel. The postage fee will need to be paid again before we can have the item re-shipped. 

Gift cards can be purchased both in-store and online. However, please note that physical gift cards purchased in-store can only be used in-store. e-Gift cards purchased online can only be used on our website. Click here to purchase a e-Gift card or ask any of our friendly team in-store. 

Refer to the following guides below to see how we measure our items. 

Regarding sizing of clothing, the size listed in the product description may differ from the actual size on the garment tag - this can be due to the brand, era and country of manufacture/release, and style. Please refer to the size assigned in the product description for a more accurate indication of size.  

Once measuring the item of clothing, we assign a size (Mens: XXS, XS, S, M, L, XL, XXL) (Womens: 4, 6, 8, 10, 12, 14, 16, 18) that is consistent with AUS sizing.  

Although we are not a consignment store, with all items individually curated and carefully selected by our team, we are now accepting curated consignments.

This means Top Floor Gallery will sell your items on your behalf and eliminate the hassles that come with selling privately.

You can choose to receive a payout of 70% of the sale price OR 85% in store credit once your item is sold! Find out more about how to consign with us here.