Topshop owner Arcadia goes into administration - what do customers need to know?

Arcadia Group, which owns high street retailers such as Topshop, Dorothy Perkins, Evans and Burton, collapsed into administration in November 2020.

The collapse of the retail empire owned by British businessman and billionaire Philip Green put 13,000 jobs at risk.

Since then, Arcadia has secured a deal with Asos to buy its Topshop, Topman, Miss Selfridge and HIIT brands.

Online fashion retailer Boohoo has bought the Dorothy Perkins, Wallis and Burton brands, while an Australian company, City Chic, has acquired the Evans brand.

Here, we explain what this means for store closures, refunds and gift vouchers.

Can I still use gift cards or vouchers?

Gift cards for Wallis, Dorothy Perkins, Burton and Evans can only be used to fund 50% of your total purchase, meaning you'll have to pay the other half with your own money.

If you're holding onto a gift voucher for one of the retailers still accepting them, we'd recommend spending it as soon as possible.

You can no longer shop on the Topshop, Topman or Miss Selfridge websites, which means customers with outstanding gift cards could be left out-of-pocket.

Asos, who has acquired the brands and sells some of their stock on its own site, told us it doesn't accept Arcadia brand gift cards.

We've contacted the Arcadia administrators to find out what customers with gift vouchers should do and we'll update the page when we hear more.

You may need to make a claim in writing to the administrators with proof of your vouchers.

There's no guarantee you'll get all of your money back though, and it could take up to 12 months to process the claim properly.

• Find out more:use our letter template to claim a refund for vouchers after a company goes bust

Can I return an online order?

Arcadia brands are still accepting online returns.

While most other high street retailers extended their returns windows for Christmas and lockdown purchases, the Acardia Group retailers have not.

This means you only have 28 days to send items back - there's more info on each of the retailers' websites on how to arrange a return.

The retailers could take the decision not to accept returns, so it's worth sending any unwanted items back as soon as possible to avoid losing out.

Which? also heard from customers who struggled to secure refunds from Arcadia-owned stores earlier on in the pandemic.

Dorothy Perkins customer, Jenny, had to chase her refund after sending back £80 worth of maternity clothes in the summer.

'It was like my return disappeared into a void,' she recalled. 'I tried to contact Dorothy Perkins but there's no phone number or email address, you can only submit an online form. I submitted a few of these forms but never had a response.'

Jenny was eventually refunded by Dorothy Perkins, but almost two months after returning the order in June.

If you are looking to get a refund we recommend sending it back swiftly.

Can I return an item bought in-store?

Sadly, none of the Arcadia brands will be reopening their high street shops once lockdown restrictions have eased, putting thousands of jobs at risk.

If you're hoping to return an item bought in-store before lockdown, it isn't yet clear if you'll be able to.

The administrators told us they haven't yet got a confirmed position on returns for in-store purchases. We'll update this page when we hear more.

Can I still shop with Arcadia retailers?

Topshop, Topman and Miss Selfridge's online stores have ceased to exist as they used to.

Their homepages have a link to the Asos website, where a selection of their stock is sold.

You can still order from the Dorothy Perkins, Evans, Wallis and Burton websites - though bear in mind our advice around returns and gift vouchers.

If you don't receive your online order, you'll need to write to the appointed administrators for a refund.

• Read more:how to get your money back if a company goes bust

What if I've bought from a concession in Debenhams?

Arcadia is the biggest concession in Debenhams, and many stores will have a Topshop, Miss Selfridge or Dorothy Perkins to browse.

If you've bought something from a Debenhams concession and want to return or exchange it, it's best to do this as promptly as possible.

It's worth also noting that you can't use any Arcadia vouchers at a concession in Debenhams.

We've asked Debenhams whether it will accept returns and exchanges for purchases made with Arcadia brands - we'll update this page when we find out more.

What are my consumer rights when a company goes bust?

If you struggle to get your money back for unwanted, faulty or missing items, there are a few other routes to securing a refund.

• If you paid by credit card and spent more than £100, you can make a claim with your credit provider under Section 75 of the Consumer Credit Act.
• You can make a chargeback claim with your bank if you paid by debit card.
• You can make a claim in writing to the administrator explaining what you're owed and what for.

Find out more about your rights when a retailer goes bust.