Returns and Refunds Policy

Thank you for shopping at Shoptopus!

We hope you love your products, but if something isn’t quite right, we’re here to help.

Change-of-mind returns

You may request a return within 30 days of receiving your item.

To qualify for a change-of-mind return, the item must be unworn or unused, with its tags attached and, where reasonably possible, in its original packaging. You will also need to provide your order number.

To request a return, email us at shoptopus@octoenergy.com. If your return is accepted, we will send you a return label together with instructions for returning your item.

Please do not send an item back before contacting us, as returns submitted without prior authorisation may not be accepted.

Nothing in this policy affects your statutory rights.

Damaged, faulty or incorrect items

Please inspect your order when it arrives. If an item is faulty or damaged, or you receive the wrong item, contact us as soon as possible at shoptopus@octoenergy.com. Please include your order number and, where possible, photographs showing the problem.

We will assess the issue and arrange an appropriate remedy, such as a replacement or refund, in accordance with your statutory rights.

Redelivery

If an order is returned to us following an unsuccessful delivery - for example, because an incorrect or incomplete address was provided or the parcel was not collected - please contact us.

Where we consider that there is a reasonable and valid basis for redelivery, we will make one further delivery attempt. We will not attempt to send the same order again after that second attempt. Additional delivery charges may apply where the failed delivery was caused by an incorrect address, failure to collect the parcel or another circumstance within the customer’s control.

This limit does not apply where the delivery failure was caused by us or our delivery provider, and it does not affect your statutory rights.

Items that cannot be returned

Unless an item is faulty, damaged or not as described, we cannot accept change-of-mind returns for:

• perishable goods, such as food, flowers or plants;

• goods made to your specifications or clearly personalised;

• sealed personal-care or hygiene products once the seal has been broken;

• hazardous materials, flammable liquids or gases; or

• gift cards.

Please contact us if you are unsure whether an item can be returned.

Sale items remain subject to any cancellation and return rights provided by law.

Clothing

Our totes, hoodies and T-shirts are produced to order by Teemill. This helps us reduce waste and make our products more sustainable.

Please check the sizing chart on the relevant product page carefully before ordering. If you prefer a looser fit, you may wish to choose a larger size.

Producing an item to order does not affect your statutory rights. However, clothing that has been made to your specifications or clearly personalised may not qualify for a change-of-mind return.

Exchanges

We do not process direct exchanges. The quickest way to obtain a different item is to return your original item and, once the return has been accepted, place a separate order for the new item.

Order acceptance

We work with Teemill to fulfil some of our clothing orders. If we or Teemill cannot accept your order, we will let you know and refund any amount you have paid.

This may happen because an item is unavailable, because of an unexpected limit on our resources, because we have identified an error in the product’s price or description, or because we are unable to meet a delivery requirement agreed with you.

Refunds

We will let you know when we have received and inspected your return and whether your refund has been approved.

Approved refunds will be issued to your original payment method. We will process refunds within the time required by law, although your bank or card provider may take additional time to credit the money to your account.

For eligible online order cancellations, any refund of the original delivery charge will be limited to the cost of our standard delivery option, as permitted by law.

Octopus Energy may amend this policy from time to time. Any changes will be posted here and will not affect rights that arose before the changes took effect.