Returns & Refunds

If for any reason you don’t want to keep your items, they can be returned to Brastop for a full refund.

Covid-19 Returns Update

We have extended our UK and International returns policy to 90 days.

If your circumstances mean that you are unable to return any items to us within the 90 days window, please don’t stress as we understand this may not be possible for everyone. Simply send us a message to explain and we will make a note against your order.

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. 

Once your return has been processed, please allow up to 5 working days for a refund to appear in your account.

Find Out More

Returning items to the UK

Returns and Refunds - Step 1

Step 1 - Complete the Enclosed Returns Form

Complete the enclosed returns form for the items you wish to return.

If you can include the reason for returning, that’s great, as it helps us to improve.

Returns and Refunds - Step 2

Step 2 - Package your return items up nice and secure

They should be unworn with the tags attached and if the item came packaged, please include the original packaging too.

Mark the front of your package clearly with the Brastop returns address:

Brastop Returns
Torque WO1 Building,
Wortley Moor Road,
Leeds
LS12 4JH
United Kingdom

Returns and Refunds - Step 3

Step 3 - Take your returns package to the post office

In the unlikely event that your items get lost in the post, please ask for a certificate of posting when you hand your item in.

Please note the certificate of posting would have a tracking number if you opted for a tracked service.

Returns and Refunds - Step 4

Step 4 - Your Refund is issued

Once we receive your items, your return will be processed, via the original payment method, as quickly as possible.

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

Once your return has been processed, please allow up to 5 working days for a refund to appear in your account.

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.

What is your return policy?

We understand how difficult lingerie shopping can be, that’s why we aim to keep it as easy as possible. If you’re not satisfied with an item, you can return it to us in its original unworn condition with tags and labels attached for a no-quibble refund.

  • Extended Returns: Here to support you - UK and international returns are now within 90 days of order dispatch.
  • All garments must be returned unworn with tags attached.
  • All Swimwear must be returned unworn with hygiene seal intact and tags attached.
  • Any faulty item will only be accepted within 6 months from the date of purchase.
  • Gift Cards can not be returned. This does not affect your statutory rights.
  • Covid-19 restrictions: Returns may take up to 8 working days to be processed. Once processed, please allow up to 5 working days for a refund to appear in your account.

Do I have to pay to send my items back to you?

It is the customer’s responsibility to ensure that the correct postage fee is paid to prevent any delays or customs charges when returning the parcel. We always recommend obtaining a Proof of Postage receipt when sending goods back to us.

Re-imbursing returns postal charges:

If you've ordered using PayPal, you are eligible for a reimbursement on postal charges used to return your order to us through PayPal directly.

The amount reimbursed is dependent on your order - this can be up to $30.

Return Shipping on Us must be activated on your PayPal account before requesting a returns postal charge refund from PayPal.

To activate the service, click here.

To request a refund shipping reimbursement:

  • Return your item following the return steps above. 
  • Please keep a copy of your return shipping receipt from the Post Office 
  • Login to your PayPal account, select your order and click Request return shipping refund within 30 days of sending your return to us
  • If your claim has been approved by PayPal, PayPal will issue a refund to your PayPal account within 10 business days.

What is a proof of postage?

This is a receipt that will be given to you by the Post Office when you post the items back to us. 

You should retain this until you have received notification that your returned items have been received safely.

I returned my entire order, why have I not received a refund of the postage cost too?

In line with distance selling laws, you are able to receive a full refund, including any postage charges paid when placing your order. 

You must inform us, prior to returning your items, that you wish to fully cancel your order. 

All goods must be received back at our warehouse within 30 days for this to be processed.

Re-imbursing returns postal charges:

We are unable to re-imburse postal charges used to return items to us. 

If you've ordered using PayPal, you are eligible for a reimbursement on postal charges used to return your order to us through PayPal directly.

The amount reimbursed, and if the service is available, depends on your country and currency – this can be up to $30 USD for US orders and €40 for Europe orders.

Return Shipping on Us must be activated on your PayPal account before requesting a returns postal charge refund from PayPal.

To activate the service, click here.

To request a refund shipping reimbursement:

  • Return your item following the return steps above. 
  • Please keep a copy of your return shipping receipt from the Post Office 
  • Login to your PayPal account, select your order and click Request return shipping refund within 30 days of sending your return to us
  • If your claim has been approved by PayPal, PayPal will issue a refund to your PayPal account within 10 business days.

I ordered with a gift card but need to return something. How do I get refunded?

All refunds are issued back to the original payment method. 

If you paid with a gift card, we’ll re-issue a gift card for the value of the items returned. You’ll receive the details of this in an email.