Shipping & Returns Policy

Shipping Policy 

Australia (Domestic)

Standard Shipping via Australia Post $9.95 (arrival within 2-4 days of dispatch)
Express Shipping via Australia Post $14.95 (arrival within 1-2 days of dispatch)
FREE Standard Shipping for all orders over $300

Item(s) will be dispatched within 3 days of your purchase, excluding weekends (i.e. an order placed on Wednesday will be dispatched by Friday at the very latest).

*Please note that we cannot guarantee the above arrival times, as they are dependent on the courier

International

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 7-15 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. Please contact us via email if you have any requests or concerns regarding international orders. 

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. 

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 (hello@topfloorgallery.com) 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. 

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

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.  

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