Refund policy

Returns and refunds

If a dress is not right, send it back. This policy explains how, and what happens next.

The return window

You have 30 days from delivery to start a return. Email support@toptobottomshop.com with your order number and which dress you are returning, and we will reply with the return address and instructions.

Condition

The dress must come back unworn, unwashed, with its original tags still attached, and in the condition it arrived in. We cannot accept a dress that has been worn out, altered, or that comes back marked with makeup, deodorant or perfume.

Who pays return shipping

You pay return postage on a change of mind, a size that did not work, or any other reason personal to you.

We pay — and we send you a prepaid label — when the dress arrived faulty, arrived damaged, or is not the dress you ordered. Email us a photograph and we will sort it out without asking you to cover anything.

Restocking fee

There is no restocking fee. You are refunded what you paid for the dress.

How the refund is issued

Once your return reaches us we check it and refund to the original payment method. Original outbound shipping is refunded only where we were at fault. How quickly the money appears after we issue it depends on your bank or card issuer, which is outside our control.

If something goes wrong

If you have not heard from us within 5 business days of your return being delivered back to us, email support@toptobottomshop.com or call (503) 566-4989 and ask for an update. We would rather you chased us than assumed the worst.

Exchanges

The fastest way to exchange a size is to return the first dress and place a new order, so the size you want is not sold to someone else while the post is in transit.

Cancelling an order

Email us as soon as you can. If the order has not been processed yet we can usually cancel it outright. Once it has shipped it becomes a return under the terms above.

Returning in person

You are welcome to bring a return to the shop at 2717 Lancaster Dr NE, Salem, OR 97305, Monday to Sunday, 10 AM–9 PM. Bring the order confirmation with you.