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.
What you should know before ordering
- Standard items ship fast
Non-personalised items are dispatched from our warehouse within 2 business days. - Personalised items follow a different flow
Personalised products are produced and shipped by a specialised partner and therefore take longer to deliver. - Mixed orders will arrive in multiple shipments
If your order contains both standard and personalised items, they will be shipped separately and may arrive at different times. - Clear return rules
Non-personalised items can be returned under specific conditions. Personalised items cannot be returned, unless there is a printing error on our side.
Need help?
If something is unclear or if you have a question about your order, feel free to contact us — we’ll assist you as quickly as possible.
Quick answers
Can I return my order?
Non-personalised items can be returned under specific conditions. Personalised items cannot be returned, unless there is a a printing error on our side.
When will my order be shipped?
Standard items are dispatched within 2 business days. Personalised items take longer due to production.
Why is my order delivered in multiple shipments?
Standard items are shipped from our warehouse, while personalised items are produced and shipped by a specialised partner, so mixed orders are delivered separately and may arrive at different times.
Do I pay shipping costs twice for split deliveries?
No. Shipping costs are charged only once per order.
Need help with your order?
Contact our support team by email and we’ll assist you as quickly as possible.
How it works
1. You place your order
After checkout, you receive an order confirmation by email.
2. We prepare your items
Standard items are prepared in our warehouse. Personalised items are sent to our production partner.
3. Shipping
If your order contains both standard and personalised items, they are shipped separately and may arrive at different times.
4. Delivery updates
You receive shipping confirmation by email when items are dispatched.
FAQ – Delivery & shipping
When will my order be shipped?
Standard items are dispatched within 2 business days; personalised items take longer due to production.
Do all items ship from the same location?
No. Standard items ship from our warehouse, while personalised items are produced and shipped by a specialised partner.
Why does my order arrive in multiple deliveries?
If your order contains both standard and personalised items, they follow different fulfilment flows and are therefore shipped separately.
Will I receive tracking information for my order?
Yes. You’ll receive shipping confirmation by email once your items are dispatched.
What happens if my delivery is delayed?
If there is an unexpected delay, our support team will assist you as quickly as possible once you contact us.
FAQ – Personalised products
Why can’t personalised items be returned?
Personalised items are made specifically for you and cannot be resold.
What should I check before ordering a personalised product?
Please double-check all personalisation details such as spelling, dates, sizes and colours before placing your order.
Can I change my personalisation after ordering?
TBD
How are personalised products produced and shipped?
Personalised items are produced and shipped by a specialised partner, which means delivery takes longer than for standard items.
What if there is a problem with my personalised item?
If there is a printing error on our side, contact us with photos and your order number and we will resolve it.
FAQ – Returns & refunds
Can I return my order?
Non-personalised items can be returned under specific conditions; personalised items cannot be returned, unless there is a printing error on our side.
How long do I have to return an item?
Items must be returned within 14 days of receipt.
How do I return an item?
Complete the return form, include it in your return package, and send the item to the return address stated on the form.
What conditions must a returned item meet?
Items must be unused, undamaged, in original condition, and with the label still attached.
Who pays for the return shipping costs?
Return shipping costs are at your own expense.
When will I receive my refund?
Once your return is received and approved, the refund is processed within 14 days.
FAQ – Damaged or incorrect orders
What should I do if my order arrived damaged?
Report the issue within 48 hours of receipt by email, including clear photos of the damage.
What if my order is incomplete?
Contact us by email with your order number and we’ll assist you as quickly as possible.
What if I received the wrong item?
Contact our support team with your order number and photos, and we’ll look into it.
Contact & support
How can I contact customer support?
Email us at golazo@topfanz.com.
What information should I include when contacting support?
Please include your order number and, if applicable, clear photos of the issue.
When can I expect a response?
We aim to reply by the next business day.