frequently asked questions

general

Where is top3 by design located?

How can I find a product on your website?

There are several ways to locate products on top3.com.au
If you know the product name [or part of it!] use the quick search located at the top right of the page. To do a specific search on brand or price select the option from the drop-down menu on the search link.

What are your store opening hours?

store opening hours

How do I become a member at top3?

You can become a member at top3 by filling out the application online membership application. You will be allocated your ID number immediately, so you can take advantage of membership benefits straight away!

Does it cost anything to become a member at top3 by design?

Membership at top3 by design is free.

What does the top3 by design membership give me?

We developed the membership program to reward our regular shoppers.

Top3 by design membership provides many benefits, and other benefits will be added from time to time.

Top3 by design membership accrues you store credits every time you shop. Each time you reach a $950 spend with top3 by design, you will receive a $50 credit automatically.

You can use your membership number instore and online.

You will also receive invitations to instore events, offers and opportunities to purchase any clearance items from time to time.

You will receive an email newsletter from top3 by design approximately every 3 weeks. (if you would like to know about EVERY new arrival please find us on twitter for regular product arrival alerts.

Does top3 offer corporate discounts?

Top3 by design can offer corporate discounts on bulk purchases of single items. These are calculated on a case by case basis pending availability and product type.

Please note: top3 by design does not offer discounts on personal purchases, please utilize the membership program to receive a $50 credit every time you reach a $950 spend.

online shopping

How do I use the website to shop?

To start shopping with top3 by design simply browse the product range using the departments on the left of the page. Once you click through to the department of your choice, (for example: home + living) then you will see all the categories available to choose from. Once you select the category of interest (example: vases - classic) you will see up to 3 options to view. Click on one of the 3 displayed products to view its entire range and any variations in colour and size.

Alternatively, you can click top right of each department the blue (example: "show all items in home + living") and you can see all variations within this department.

If you know the item you are looking for, please use the keyword search at the top of the screen, you can simply type straight into the box, or open up the advanced search to search by brand, price of keyword.

Once you have made your selection you can click on the buy button and it will add this item to your shopping basket.

You may have the option to be alerted on arrival if the item is currently out of stock. If you select the "email me when it is available" button you will not be charged for this item. You will receive an email upon arrival that will allow you to purchase at this time if you wish to do so. Please be aware that any purchases made will be allocated first out of the arrival, then all customers will be emailed the arrival notice.

You can view your shopping basket any time by clicking on the shopping basket icon top left. You can then review your purchases, make any changes, select your postage type and proceed to the checkout.

If you have logged in as a member your details will be filled in, please make any changes or fill in your details if you have not logged in as a member, select your payment type and submit your order. You will receive a confirmation email that your payment was successful from "ematters, our secure internet banking gateway of choice and a copy of your order for your reference.

What do I do if I have trouble placing an online order?

If you have trouble placing an online order (or prefer not to!) please call 1300 top 333 (1300 867 333) during business hours and a staff member can take your order over the phone.
Alternatively, email us at orders@top3.com.au and we will get back to you as soon as possible.

What is your returns policy on returns or exchanges?

Your satisfaction is our main concern. If you are unhappy with an item you can exchange it within 14 calendar days from receipt. You may wish to change the style, the colour or the item entirely. In order to do so, you must follow the instructions below.

If you would like to speak to one of our representatives please contact our office 1300 top 333 (1300 867 333) during business hours or email us.

You must return the goods to us within 14 days of receipt at the address stated on your invoice. You must pay the shipping on the item's return, while top3 will pay for delivery of the replacement item (back to you).

The product you return must be in new, unused, pristine and unmarked condition, with all the original packaging in unmarked, saleable condition.

Before you return the item you must notify us of the return by phone or email, so that delivery and new selection details can be organised. This is very important as stock sells quickly and we may need to reserve your new selection.

top3 by design is not responsible for any item that is not returned in a new, unused and unmarked condition. We do not sell imperfect items and will not accept the return of any item, which is considered marked or imperfect. If you consider an item flawed or faulty upon delivery, please contact us immediately to discuss its return.

I am purchasing a gift, can I have my parcel giftwrapped?

Gift wrapping is free in signature top3 wrapping style, crisp white paper with a coloured satin ribbon and silver sticker.

I have never purchased online before, is it safe?

Top3 by design uses a secure, encrypted, online internet gateway which securely submits your credit card for processing.

I want to place an online order but don't want to provide my credit card details, can I still purchase something?

If you do not feel secure in using your credit card online, please call us on 1300 top 333 (1300 867 333) and a staff member can process your order over the phone. If you do not have a credit card you can deposit funds directly into our account (please call us or email us orders@top3.com.au for further details). You may also send a cheque, please note that goods are not shipped until the funds have cleared in our account.

I did not receive my order confirmation, what should I do?

If you DID NOT receive an order confirmation please call 1300 top 333 (1300 867 333) during business hours to discuss with a staff member. It is possible that you have incorrectly entered your email address or your SPAM filter has blocked our message and the order has still gone through.

delivery

How long will it take for my order to arrive?

We strive to have all standard order delivered within 5-8 working days from time of order.
shipping and delivery details

I live in Perth, when will I expect to receive my order?

Top3 by design's warehouse is located in Sydney. If you live in a remote area or a western state your package may take a couple of additional days. Please allow up to 5 working days AFTER you receive your dispatch confirmation.

Does my parcel get delivered by registered post?

Top3 by design uses Australia Posts electronic eparcel system. All packages are barcoded and trackable.

What do I do if my parcel is damaged upon receipt of it?

Top3 by design wraps and packs very carefully and it is very rare to have an item delivered in an imperfect condition.
Please call us immediately on 1300 top 333 (1300 867 333) to discuss any damage to your article.

What are your delivery options and how much does it cost?

shipping and delivery details

Can I track my parcel?

We are working on a tracking system for customers to use online, but it is not complete yet!
Please call us on 1300 top 333 (1300 867 333) or email us at orders@top3.com.au if you have concerns about the arrival of your goods, and we will track it for you.

Do you ship overseas?

We do ship to overseas destinations, your shipping will be quoted on size and weight of your package to the intended destination.