Shipping & Returns Policy

Shipping Information

Orders are dispatched within 1–3 business days of purchase.

Australia (Domestic)

  • Standard Shipping: $9.95 via Australia Post (arrives within 2–4 days from dispatch*)

  • Express Shipping: $14.95 via Australia Post (arrives within 1–2 days from dispatch*)

*Arrival times are estimates and cannot be guaranteed, as they depend on Australia Post.

International

International shipping is a flat rate:

  • New Zealand: AUD 19.95 (arrives within 5–8 business days from dispatch*)

  • Other countries: AUD 29.95 (arrives within 7–15 business days from dispatch*)

*Delivery times are estimates and cannot be guaranteed. International orders may be subject to customs, taxes, and duties, which are the responsibility of the customer.

If you have any questions or special requests regarding international orders, please contact us at hello@topfloorgallery.com.

Lost Packages

While rare, packages lost in transit are the responsibility of the courier:

  • Domestic: Australia Post

  • International: Your home country’s courier service

We are committed to assisting you and will support you in resolving any issues directly with the courier.

Incorrect Details

If a wrong address or incorrect details are provided, and the order has already been dispatched:

  • Top Floor Gallery is not liable for replacement or refund

  • The courier may charge additional fees for address corrections or undelivered parcels

Please contact hello@topfloorgallery.com immediately if you realize incorrect details were submitted.

Returns and Exchanges

We cannot accept returns or provide refunds due to change of mind or sizing issues. We recommend carefully reviewing each item’s description, condition, photos, sizing, and measurements before purchase.

Exceptions:

A refund or exchange may be provided if the item received is significantly different than described. Partial refunds may also be offered depending on the nature of the flaw.

Process for exceptions:

  1. Contact us via hello@topfloorgallery.com within 72 hours of receiving your order, including photos and details of the flaw.

  2. Ensure the item has not been used, worn, washed, or tampered with prior to reporting.

  3. Inspect your item carefully upon arrival to detect any discrepancies.

Please note that most items on Top Floor Gallery are pre-loved. While our team works meticulously to display items accurately, minor flaws such as pinholes or faint marks may occasionally be missed.

By clicking ‘Pay Now’ and completing your purchase, you agree to our exchanges, refunds, and returns policy.