Customer Help (FAQ)
Frequently Asked Questions
Last updated: 1st Sept 2025
📦 Orders and Shipping
How long does it take to receive my order?
Most orders are processed within 1–2 business days. Delivery takes an estimated 5–7 business days after dispatch. These are estimates and may vary due to factors beyond our control.
How do I create an account?
Click on the 'My Account' icon at the top right of our website and follow the registration prompts.
How do I change my shipping address?
Log in to your account, go to 'Account Settings', and update your shipping details.
How do I track my order?
Once your order has shipped, you’ll receive a tracking number by email. You can also track your order via the 'Track Order' link in the main menu.
Do you store my credit card information?
We prioritise your security and do not store credit card information without consent. You may choose to save payment details securely during checkout.
Do you ship internationally?
We currently ship within the United Kingdom only, but we are working on expanding our delivery destinations.
Will my items arrive in one package?
Items may arrive in separate parcels depending on product availability and warehouse locations.
🔁 Returns and Exchanges
What is your returns policy?
We offer a 30-day return policy. Returns are accepted for both defective and non-defective products. For returns due to a change of mind, the item must be unused and in its original packaging. Please refer to our Refund & Returns Policy page for full details.
I received the wrong item.
We apologise for the inconvenience. Contact support@topshelfbuyz.com with your order details and we’ll assist you promptly.
My order arrived damaged.
Please email us at support@topshelfbuyz.com with photos of the damaged item. We’ll work quickly to resolve the issue.
Where do I send an authorised return?
Once your return has been approved, send it to:
Topshelf Buyz
26 Redbourne Road
Grimsby, Lincolnshire
DN33 1PE
United Kingdom
What if I entered the wrong shipping address?
If your order hasn't been processed yet, contact us immediately to update your address.
Can I change or cancel my order after placing it?
If you contact us promptly after placing your order, we may be able to accommodate changes or cancellations.
Can I pre-order an item that is sold out?
We do not currently offer pre-orders. Please check back soon to see if the item is restocked.
Do you accept exchanges?
We do not offer exchanges at this time.
📞 Contact Us
For further assistance, contact our customer support team:
Email: support@topshelfbuyz.com
Phone: +448007074211
Address:
Topshelf Buyz
26 Redbourne Road
Grimsby, Lincolnshire
DN33 1PE
United Kingdom