TopFloorSource - Personalised Sourcing Service by Top Floor Gallery

TERMS & CONDITIONS:

Returns, Refunds & Exchanges:

Similar to our returns policy at Top Floor Gallery, we are unable to accept returns, refunds or exchanges for change of mind or sizing issues for sourced items. Prior to confirmation and payment of the sourced item, all relevant information will be provided including description of the condition, photos, and measurements. 

The only exception to this policy is if the sourced item is significantly different to how it was described and to the photos provided. In these cases, our team will work with you to come to a resolution that you are satisfied with (i.e. a full refund, partial refund, exchange or store credit etc). The item will be inspected by Top Floor Gallery upon its arrival, before it is dispatched to / collected by the customer. 

Items that can be sourced:

Although we don’t place any limits on what we can source, the most readily accessible products to source are items/brands generally offered at Top Floor Gallery:

• Designer bags 
• Necklaces, bracelets, rings 
• Wallets 
• Sunglasses
• Watches 
• Scarves 
• Mens and Womenswear 

Payment:

We will require payment before the order for your sourced item is placed by us. Before proceeding with the payment, our team will provide you with a quote (excluding surcharge - see below), photos, measurements upon request or where appropriate, a description of the item’s condition and any other relevant information, to ensure you are happy with the item. 

We accept payment via the following three methods:

• EFT Bank transfer (0% surcharge) 
• Paypal (4% surcharge for Goods & Services payment)
• Afterpay (5% surcharge)

Arrival of Sourced item:

The estimated time frame from making the payment to you receiving the item is 21-30 days. However, shipment transit times and customs delays may alter this time frame. In such cases, our team will ensure to communicate with you and keep you updated on the status and estimated arrival date of your item. 

Here is a simplified breakdown of how the item will make its way to you:

Payment for sourced item made by customer → order placed by Top Floor Gallery through supplier → Item received by Top Floor Gallery → Item’s Authenticity and condition inspected by Top Floor Gallery → Customer notified of item’s arrival and shipping / in-store pick up is arranged

Shipment / Pick-up of sourced item:

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

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

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. 

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.