FAQ’s

What shipping methods are available?

We offer Standard and Recorded delivery by Royal Mail in the UK and Courier services by DPD.

How can I track the delivery of my order?

Once your order has been shipped, you receive an email detailing the order tracking number. You can also track your order on Order Tracking page to see if your order being prepared, order shipped, etc.

Do you ship internationally?

No, not at the moment, only in the UK.

How long will it take to get my package?

It depends where are you ordering from and what delivery option you choose. Please allow up to 4 working days for production of your item and the following delivery leadtimes according to destination.

UK: Standard 1-3 working days; Recorded 1-3 working days.

Is Online Payment On Your Site Safe?

Yes, it is. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry

Stripe’s infrastructure for storing, decrypting, and transmitting card numbers runs in separate hosting infrastructure and doesn’t share any credentials with Stripe’s primary services.

Besides, Stripe is PSD2 and Strong Customer Authentification (SCA) compliant.

What Payment Methods Are Accepted?

At the moment, we only accept Credit/Debit cards payments.

Orders and Returns

How do I place an Order?

First of all, you need to add an item you want to buy into the shopping cart. Once is in there, you go to checkout to fill in all required information and select delivery option. After that, you just need to pay. Once this is done, we will proceed with your order.

Do I need an account to place an order?

No, you don’t. You can place an order on our website without creating the account.

Who should I contact if I have any queries?

You can email us your queries to info@onthetop.co.uk and we will come back to you within 24hrs. Normally we reply a lot quicker.

Can I Cancel My Order?

Given our order preparation times, we are unfortunately unable to modify or cancel an order which has been validated.

How Can I Return a Product?

If you are not completely satisfied with your order you can return it within 14 days of delivery. If there is something wrong with your product please email us to info@onthetop.co.uk with your order number and images of the fault and we will be happy to issue a refund or replacement to you.

Note: Please use the Royal Mail 1st Class recorded service when returning your goods, this way the package is tracked and can be located if lost on the way.

Note: We cannot accept responsibility for any damage to the item whilst in transit so therefore please ensure the purchase is carefully and appropriately packaged before sending.