Help & Support
We want your shopping experience to be clear, transparent and worry-free.
Below you’ll find practical information about ordering, delivery, personalised products and returns — so you know exactly what to expect before and after your purchase.
If you can’t find the answer you’re looking for, our support team is always happy to help.
Good to know
Fast order processing
Orders are usually shipped within 2 business days from our warehouse in Belgium, unless a different delivery time is stated on the product page.
Please note that all delivery times are estimates and may be affected by circumstances beyond our control.
Worldwide shipping
We ship to most countries worldwide.
At the moment, we do not ship to the United Kingdom.
During checkout, you'll automatically see whether shipping is available for your destination.
Shipping costs
Shipping costs depend on the destination country. For selected destinations, free shipping is available from a minimum order value.
A full overview of shipping rates is available on our Shipping page. Shipping costs are also displayed on each product page.
Returns
You can return an item within 14 days of receiving your order.
Returned items must be unused, undamaged and returned with their original tags attached.
Track your order
As soon as your order has been shipped, you'll automatically receive an email with a tracking link.
Frequently asked questions
Ordering
How do I place an order?
Simply add your selected items to your shopping cart and complete the checkout process.
Once your order has been successfully placed, you'll receive an order confirmation by email.
Do I need to create an account?
No. You can easily place your order as a guest. Creating an account is not required.
Can I change or cancel my order?
We process orders as quickly as possible. Because of this, it's usually no longer possible to change or cancel an order once it has been placed.
If you need to make a change, please email info@topfanz.com as soon as possible. We'll always check whether anything is still possible, but we cannot guarantee it.
I haven't received my order confirmation.
Please check your spam or junk folder first. If you still haven't received your confirmation after a few minutes, contact us at info@topfanz.com.
Payments
Which payment methods do you accept?
We accept the following payment methods:
- Bancontact
- Visa
- Mastercard
Is online payment secure?
Yes. All payments are processed through a secure payment environment.
Shipping
When will my order be shipped?
Orders are usually shipped within 2 business days, unless a different delivery time is stated on the product page.
Where are orders shipped from?
All orders are shipped from our warehouse in Belgium.
Which countries do you ship to?
We ship to most countries worldwide.
At the moment, we do not ship to the United Kingdom.
During checkout, you'll automatically see whether shipping is available for your destination.
How much does shipping cost?
Shipping costs depend on the destination country. Some destinations qualify for free shipping from a minimum order value.
More information can be found on our Shipping policy page and on each product page.
Will I receive tracking information?
Yes. As soon as your order has been shipped, you'll automatically receive an email with a tracking link.
My tracking information hasn't updated yet.
It may take several hours (or sometimes longer) for the carrier to activate the tracking information. Please check the tracking link again later.
What happens if I'm not home when my order is delivered?
This depends on the carrier. In most cases, a second delivery attempt will be made or your parcel will be delivered to a nearby collection point.
Please check your tracking information for the latest delivery updates.
Can I collect my order?
No. All orders are shipped directly to the delivery address you provide during checkout.
My order is delayed.
If your order is taking longer than expected, please contact us at info@topfanz.com and include your order number. We'll be happy to look into it.
Returns
Can I return an item?
Yes. You can return an item within 14 days of receiving your order.
To be eligible for a refund, the item must:
- be unused;
- be undamaged;
- be in its original condition;
- have the original tags attached.
How do I return an item?
Complete the form, include it with your return shipment and send the parcel to the address stated on the return form.
Can I exchange an item?
We do not offer direct exchanges. If you'd like a different size or product, simply return your order in accordance with our return policy and place a new order.
Who pays the return shipping costs?
Return shipping costs are the responsibility of the customer.
When will I receive my refund?
Once your return has been received and approved, your refund will be processed within 14 days.
Problems with your order
My order arrived damaged.
Please report any damage within 48 hours by emailing info@topfanz.com.
Include clear photos of both the damaged item and the packaging so we can assist you as quickly as possible.
I received the wrong item.
Please contact us at info@topfanz.com,
include your order number and, if possible, attach clear photos.
We'll resolve the issue as quickly as possible.
My order is incomplete.
Please contact us at info@topfanz.com
and include your order number.
We'll investigate the issue and provide a solution as quickly as possible.
About this webshop
Are your products official?
Yes. All products sold through this webshop are official merchandise.
Who manages this webshop?
This webshop is managed by Topfanz BV, on behalf of our partner.
Contact
Couldn't find the answer you were looking for?
Email us at info@topfanz.com.
Please include your order number if your question is related to an order. If applicable, attach clear photos so we can assist you more efficiently.
We aim to respond to all emails by the next business day.