Shipping & Returns

Exchanges, Refunds and Returns

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. 


The exception to this policy is if the item received is significantly different than described. In such cases, a return (for a refund), an exchange can be provided. We may also be able to offer a partial refund as an option, depending on the nature and severity of the unspecified flaw 

The return process and criteria for the policy exception is as follows: 

1. Get in touch with us via email ( 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. Ensuring that everyone who shops with us is satisfied with their order is our number one priority. 


Lastly, please keep in mind that most items offered on Top Floor Gallery are in pre-loved condition. Our experienced team make every effort to display as accurately as possible the colour and condition of each item. However, we ask everyone to kindly allow for human error - very minor flaws such as pinholes and faint marks/scuffs may be missed by our product photographers occasionally, despite their attention to detail. If you would like more information on how each item is stored, looked after, photographed, packaged and dispatched, take a look at our About page

By clicking ‘pay now’ and checking out on, you agree to our exchanges, refunds and returns policy stated above. 

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