Customer Service

We're here to help!

Got a question for the Brastop Team?

Check out our frequently asked questions below, or reach out to our friendly customer service team and we'll respond as quickly as possible.

Covid-19 Update

As we find ourselves in extraordinary times, we wanted to reach out to all our customers and friends to let you know that we are here to support you in every way that we can.

We are dispatching orders as normal but will keep you updated should any circumstances change.

Covid-19 Delivery & Returns

Where is my refund?

If you have opted for a tracked service, please check with your postal provider for the status of your return

Return Processing Times:

Due to current Covid-19 restrictions, returns may take up to 8 working days to be processed.

This is in line with current guidelines and to protect our team. As a result, it may take slightly longer to receive an email confirmation that your return has been processed but we hope you understand the policy behind this.

Refund Processing Times:

All refunds are issued as soon as we process your returned items. 

If you paid via PayPal you should receive an email from them to confirm that a refund has been issued, and this typically shows up in your PayPal account within a few hours. 

If you paid by card, it can take up to 3-5 business days to show up on your statement, depending on your card provider.

I need help with bra sizing and fit

We’re experts on bra fitting here at Brastop, and if you’re not sure of your size or the fit of a bra we’re only too happy to help!

Visit our Bra Fitting Guide for advice on getting the perfect fit, bra fitting tips and our bra size charts.

You can contact our customer service team on support@brastop.com for any advice on sizing and fitting, or book a free consultation with our bra fitting experts to help you find your perfect fit!

Where is my order?

Delivery times are counted as working days (Monday to Friday, excludes weekends and Bank Holidays) from the date of dispatch. 

To track your order, visit the OCS Worldwide website

In very rare cases, orders can sometimes get lost in the post.

For customers outside the UK, we can class a parcel as lost once 25 working days have passed since the date of dispatch.

If your order has not arrived within these times, please contact us so we can investigate with OCS Worldwidl. Lost parcel investigations must be made within 45 days from the date of dispatch, so you must report any non-receipt issues within this timeframe. After this time we are unable to assist.

During busy sale periods there may be a small delay in dispatch due to a higher volume of orders received.


Applying Coupon Codes

The coupon code box can be found when at the checkout stage after your shopping bag. 

Enter the coupon code in the box and click "Apply". This will update your shopping bag total and you can then proceed to payment

The coupon code box looks like this:

If you have already applied a coupon code to your order and are trying to add another, please note that only a single code can be used per order!

If you have tried to add a coupon code to your order and the discount isn't applying, please ensure there aren't any additional spaces or invalid characters in the code and that the promotion has not expired. 

Please also ensure that the code is valid for the current website as our offers can vary by region.

If you have already applied a coupon code to your order and are trying to add another, please note that only a single code can be used per order. 

If you are still experiencing issues with your coupon code, please contact us via live chat or email.

How do I return my items?

We make this as simple as possible for you! Complete the form on your invoice, indicating why you’re returning each item. 

Package the slip up with the items (unworn with their original tags and labels attached) and use the second sealable strip on your Brastop bag to secure them. 

Place the return label on the front of the package and take them to your nearest post office. 

Please obtain a proof of postage receipt, as we will need this in the unlikely event that your items get lost in the post. For more details, check out our returns page.

How to Return Items

Do you offer exchanges?

Unfortunately, we don’t offer exchanges however we have a 90 days returns policy and items can be returned for a refund if not suitable.

Can I order multiple sizes to try?

Yes! We understand that each bra can fit differently, and you might need to try a few sizes before finding the perfect fit. Many customers purchase multiple sizes and then return the ones that don’t fit correctly. Please ensure that you keep all original tags and labels on the products so we can process your return.

Can I make changes to my order?

Due to the quick turnaround time of our orders, we are unable to make any changes to your order once it has been confirmed. 

Please double check that all details of your order are correct, including items, sizes and shipping address, before making payment. 

If you have any queries regarding your order, please contact our Customer Service team.

What payment methods do you accept?

visa master discover american_express paypal amazon_payments

We currently accept all major credit and debit cards (Visa, MasterCard, Maestro, Discover, and American Express). 

Express payment with PayPal and Amazon Pay are also available!

I can't use my gift cards on the new website

We recently launched our new website!  

Existing valid gift cards from our previous website are valid on the new website. If you currently have a gift card that isn't working, please drop us an email at support@brastop.com and we will get back you as soon as possible.

I have an issue with the items received

If you've received something that’s not quite right, please send a clear photograph, including the tags, to our Customer Service team on support@brastop.com or on Facebook Messenger so we can investigate with our product and warehouse teams.

In line with Trading Standards we can only accept faulty items within 6 months of purchase.

What happens if part of my order is out of stock?

We aim to keep our stock inventory 100% accurate but in the unlikely event an item is no longer available, we will remove this from your order and issue a full refund. 

If you ordered any matching swimwear items for this product, we will also remove and refund these too. You will receive an email to outline the changes made to your order.

Do you offer Student Discount?

Yes, we offer student discounts online at Brastop in conjunction with Student Beans. The student discount is only available for customers who have signed up through Student Beans. 

The discount is 11% off all items, excluding delivery and gift cards. Normal delivery charges will apply.

Student discount should be redeemed by entering your unique code generated by Student Beans into the coupon code field in the shopping bag page.

Student Discounts