Information for You

Guide to Exchanges, Returns, Claims & FAQ at Top Trendy

We want your entire shopping experience—including potential product exchanges, returns, and warranty claims—to be as straightforward, transparent, and prompt as possible. Below is all the necessary information in accordance with applicable laws, EU directives, and our Terms and Conditions.

1. PRODUCT EXCHANGE (WITHIN 14 DAYS)

Exchanging goods for a different size, color, or model is our voluntary customer service:
– You can request an exchange within 14 days of receiving your package.
– Exchanges depend on current stock availability.
– All shipping costs associated with voluntary exchange are covered by the customer.

EXCHANGE CONDITIONS:

Items to be exchanged must be:
– Clean, undamaged, and unworn (except for standard sizing trial),
– Free of stains, odors, perfume, cosmetics, or makeup marks,
– Unwashed and unaltered,
– With original tags attached and ideally in original packaging.

EXCHANGE INSTRUCTIONS:

1. Pack the items securely.
2. Include a note with your order number, name, phone number, and the requested new size / color.
3. Send the parcel to our official Packeta collection point (details below).

2. WITHDRAWAL & RETURNS (14-DAY PERIOD)

In accordance with consumer rights, you have the right to withdraw from the contract without stating any reason within 14 days of receiving your goods.

RETURN INSTRUCTIONS:

1. Notify us of your return via email at: kontakt@top-trendy.cz (providing your name, order number, and bank account details for refund).
2. Send the goods back without undue delay (within 14 days of your notification).
3. Include a note stating that this is a Return / Withdrawal from contract, along with your order number and bank account number (IBAN).

📍 OFFICIAL ADDRESS FOR RETURNS AND CLAIMS

All returns, exchanges, and warranty claims sent via Packeta (Zásilkovna) must be sent exclusively to our designated drop-off point:

Zásilkovna – OC Tamda
Drop-off Point ID: 10514
Havířská 352/17
400 10 Ústí nad Labem
Czech Republic

IMPORTANT NOTES:
– Do NOT send parcels via Cash on Delivery (COD). COD packages will not be accepted and will be returned to you.
– Send parcels exclusively to Zásilkovna – OC Tamda, ID: 10514.
– Do not send return items to the company's registered head office address.

3. GUIDELINES FOR TRYING ON GOODS

The 14-day trial period is meant for inspecting and trying on items just as you would in a traditional physical boutique:
– It is not intended for regular wearing or using the items.
– If items are returned with signs of wear, stains, perfume/smoke smell, or removed labels, you are liable for the diminished value and the seller may deduct this amount from the refund.
– Please handle items with care and return them in original condition.

4. REFUND POLICY (SHIPPING COSTS)

– The seller only refunds the purchase price of the returned goods (shipping fees are non-refundable) within 14 days of receiving and inspecting the returned goods.
– The seller is not obligated to issue a refund before receiving and inspecting the returned items.
– All shipping costs (both the original delivery to the customer and return shipping to the seller) are borne entirely by the customer.
– Goods must be returned undamaged, showing no signs of wear, and with all original tags attached.

5. WARRANTY & COMPLAINTS (24 MONTHS)

All products are covered by a statutory warranty of 24 months from delivery:

WARRANTY PROCESS:

1. Contact us at kontakt@top-trendy.cz describing the defect and including your order number (photos are strongly recommended).
2. Clean and securely pack the goods, then ship them to:
Zásilkovna – OC Tamda (ID: 10514), Havířská 352/17, 400 10 Ústí nad Labem.
3. Include a note with the defect description and your contact details.

RESOLUTION:

– We will issue a written claim confirmation.
– Claims will be resolved without undue delay, within 30 days at the latest.
– For justified warranty claims, you are entitled to repair, replacement, reasonable discount, or refund.

6. FREQUENTLY ASKED QUESTIONS (FAQ)

How can I purchase on Top Trendy?

Shop easily on our website or via our Android mobile app. Select your favorite items, add them to your cart, fill in delivery details, and choose payment.

What payment methods do you accept?

– Online Card Payment / Apple Pay / Google Pay (via GoPay),
– Bank Transfer (with order number as Variable Symbol),
– Cash on Delivery (COD).

What are the delivery options and shipping rates?

Orders are dispatched promptly, typical delivery takes 2–4 business days:

🇨🇿 Delivery within the Czech Republic:
– Packeta – Pick-up Points & Z-BOXes: 79 CZK
– Home Delivery (Courier): 129 CZK
– Free shipping for orders over 2 000 CZK.

🌍 International Delivery (Slovakia & EU countries):
– Packeta – Pick-up Points & Z-BOXes: 99 CZK
– Home Delivery (International Courier): 149 CZK
– Free shipping for orders over 2 500 CZK.

Can I delete my account and personal data?

Yes, under GDPR and Google Play policy, you can request account deletion directly in the mobile app (in your *Profile* tab) or via our web form at: https://www.top-trendy.cz/odstraneni-udaju.

📞 CUSTOMER SERVICE

Need assistance with sizing, orders, or styling advice? We are glad to help:

– E-mail: kontakt@top-trendy.cz
– Phone: +420 608 802 206
– Business Hours: Mon-Fri 10:00 - 15:00
– Website: https://www.top-trendy.cz
– Operator: ToanThang s.r.o., Company ID: 05841267, Na Schodech 1618/3, 400 01, Ústí nad Labem