Returns & Refunds

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

Start a Return Our Returns Policy

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How do I return my items?

Our Returns Portal makes returning easier than ever.

With our insured returns service your package will safely find its way back to us, fully safeguarded against any potential loss. To return comes at a nominal cost of $19.95, conveniently deducted from your final refund and ensuring no upfront expense on your end.

Should you prefer to arrange your own courier for returning items to the UK, feel free to reach out to our dedicated Support Team for further guidance.

Items must be unworn with the tags attached and in its original packaging.

OPEN RETURNS PORTAL


HOW DOES THE PORTAL WORK?

Using the returns portal is super simple, just log in with your order number and email address. 

To begin your return follow these steps:

  1. Open the Returns Portal
  2. Enter your Order Number and the Email address used on your order
  3. Select the item(s) you would like to return
  4. Select you would like to Return.
  5. Package your return in its original packaging.
  6. Download the QR code or label for use in any of our Drop Off Points shown from the portal.

Once we receive and verify your returned items you will be notified. If you do not hear from us within the allotted time, please email us on: support@brastop.com

Should the return shipping fee total more than the price of the item you’re returning, please get it touch with our customer service team via email or chat so that we can assist.

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Where is my refund?

Return Processing Times:

Returns sent using our returns portal can take up to 3-5 working days to be processed from receipt back to our warehouse.

Any items sent independently of our returns portal with a carrier of your choice may take up to 14 working days to be processed. We ask if you would kindly contact us at support@brastop.com to share your postage receipt with tracking reference if sending with a carrier of your choice.

Refund Processing Times:

Once a refund has been processed back to your original payment method it may take up to 3-5 working days to show on your statement, depending on your card provider’s processing times.

If you paid via PayPal you should receive an email from them to confirm that a refund has been issued. Please note that this will either be to your bank, credit card or PayPal balance depending on the original payment source selected on your PayPal account. These funds should show back to your payment source within 3-5 working days.

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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.

  • Returns Guarantee: Return 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.
  • Returns may take up to 14 working days to be processed. Once processed, please allow up to 5 working days for a refund to appear in your account.
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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. This can be obtained using the Swap Returns portal.

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What is a proof of postage?

This is an email confirmation of your return via the Swap returns portal.

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

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

In line with Consumer Contracts Regulations, you have a 14-day cooling off period from delivery of your order.

You can choose to fully cancel your order and return all items for a full refund. This will include a refund of our standard postage fee only.

You must inform us, prior to returning your items, that you wish to fully cancel your order within the first 14 days of receiving it. Please contact us via email, telephone, or our Live Chat to do this.

All goods must be received back at our warehouse within 14 days for our UK customers and 30 days for our international customers after telling us you wish to cancel in order to qualify for a refund of the postage fee. Please take care of the items and make sure that they are returned in their original unworn condition with tags on.

Re-imbursing returns postal charges: We are unable to re-imburse postal charges used to return items to us. 

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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.

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I have not received my QR Code/Return Label

If you haven't received this email and have already reviewed your Spam/Junk folder, please reach out to our Customer Service Team and they'll assist you promptly!

My order number is not recognised 

We apologise for the inconvenience! When initiating a return, please ensure you enter the order number exactly as it appears in the order confirmation email (e.g., BS-123456-US), along with the same email address used to place the order. If you've followed these instructions to login to our Returns Portal and are encountering difficulties, kindly reach out to our Customer Service Team, and they'll be happy to assist you!