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.
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.
Lost your UK returns label? Click here to create a new returns label
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.
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.
Where is my refund?
UK Customers:
Please check your receipt of posting for your returns tracking number.
You can track your return on the Royal Mail website or Hermes website depending on your chosen returns provider.
International Customers:
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 14 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.
Where is my order?
Delivery times are counted as working days (Monday to Friday, excludes weekends and Bank Holidays) from the date of dispatch.
During busy sale periods there may be a small delay in dispatch due to a higher volume of orders received.
In very rare cases, orders can sometimes get lost in the post.
For UK orders:
To track your order: For UK orders, visit the Royal Mail website or Hermes website depending on which provider you selected at checkout.
Standard UK Tracked Delivery is classed as lost after 5 working days since the date of dispatch.
Express UK Tracked, Next Day and Saturday Delivery is classed as lost after 3 working days since the date of dispatch.
If your order has not arrived within these times, please contact us so we can investigate with UK Royal Mail or Hermes. 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.
For international orders:
To track your order, visit the OCS Worldwide website. For Europe tracked orders, visit the Hermes website.
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 Worldwide . 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.
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!
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.
Paying with Klarna - Buy Now, Pay Later
For extra flexibility, UK customers can buy now and pay later using Klarna to split the cost of an order over 3 interest free, equal monthly instalments or pay in 30 days.
Klarna is available for UK orders over £35, for those over the age of 18 with a valid UK address, bank account and verifiable phone/email address.
How do I pay with Klarna?
If eligible, Klarna will appear as a payment method at the checkout.
If you don’t have a Klarna account already, you can sign-up whilst placing an order.
The amount you can spend with Klarna will depend on your account status/limits, and the result of a soft search with credit reference agencies. This will not impact your credit file.
You will then be redirected to the Klarna website to confirm and place your order
How does pay in 3 instalments work?
Splitting your order into 3 payments is available on orders over £35.
Klarna will split the cost of your order into three equal instalments, due monthly.
The dates and amounts due are confirmed in an email from Klarna after placing your order.
The first instalment is taken when you place your order, with subsequent instalments automatically taken – using the same payment method each month.
You'll receive a reminder from Klarna before each instalment is debited. Early payment is possible too, by logging into your Klarna account and via the app.
How does pay in 30 days work?
Klarna customers can also choose to pay in 30 days without any interest or fees.
Once your order has been confirmed, Klarna will confirm the payment date for your order on the Klarna website or app.
Refunds and Returns
If return your order and the full amount is refunded, any upcoming payments from Klarna will be cancelled.
Karna will then refund any payments already made onto your payment card. For partial returns, Klarna will calculate the refund amount owed and this will be refunded onto the card used. For more information on returns, please see the Klarna returns page.
To check the status of a returned item, please check the Royal Mail website using your returns tracking number or contact customer service.
Payment queries / late payments
If you have any questions on your payment schedule, refunds or are unable to pay an instalment, please visit the Klarna payments FAQ and contact the Klarna support team for help.
Paying with Clearpay - Buy Now, Pay Later
For extra flexibility, UK customers can buy now and pay later using Clearpay to split the cost of an order over 4 interest-free instalments, paid every two weeks.
Clearpay is available for UK orders, for those over the age of 18 with a valid UK address, bank account and verifiable phone/email address.
How do I pay with Clearpay?
If eligible, Clearpay will appear as a payment method at the checkout. If you don’t have a Clearpay account already, you can sign-up whilst placing an order.
The amount you can spend with Clearpay will depend on your account status/limits.
You will then be redirected to the Clearpay portal to confirm and place your order
How does paying instalments work?
Clearpay will split the cost of your order into four instalments – due every two weeks.
The dates and amounts will be displayed before you confirm your order, as well as confirmed in an email from Clearpay after placing your order.
The first instalment is taken when you place your order, with subsequent instalments automatically taken – using the same payment method - at weeks two, four and six.
You'll receive a reminder from Clearpay 2 days before each instalment is debited. Early payment is possible too, by logging into your Clearpay account.
Refunds and Returns
If return your order and the full amount is refunded, any upcoming payments from Clearpay will be cancelled. Clearpay will then refund any payments already made onto your payment card.
For partial returns, Clearpay will calculate the refund amount owed and this will be refunded onto the card used.
For more information on returns, please see the Clearpay returns page.
To check the status of a returned item, please check the Royal Mail website using your returns tracking number or contact customer service.
Payment queries / late payments
If you have any questions on your payment schedule, refunds or are unable to pay an instalment, please visit the Clearpay payments FAQ and contact the Clearpay support team for help.
Paying with PayPal Pay in 3 - Buy Now, Pay Later
For UK customers using PayPal, you can buy now and pay later by using PayPal Pay in 3 to split the cost of your order over three instalments with no additional fees or interest for on-time re-payments.
PayPal Pay in 3 is available for UK orders over £45, with the first installment due when ordering, and subsequent payments due every month on the same date.
To use PayPal Pay in 3, you must be over the age of 18 and living in the UK (excludes Channel Islands and the Isle of Man).
Once your order is over £45, the option to Pay in 3 will appear once you login to PayPal at the checkout.
PayPal will check your credit worthiness before your order is confirmed so your application to use PayPal Pay in 3 may not be approved.
After placing your order, you can see details of your balance by logging into your PayPal account. PayPal will also email you a reminder by email or text ahead of your next payment.
If your payment is overdue, PayPal will contact you and will charge a £12 late fee if not settled within 3 days.
For further details and questions on an existing PayPal Pay in 3 order, please contact PayPal support.
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?
We currently accept all major credit and debit cards (Visa, MasterCard, Maestro, Discover, and American Express).
Express payment with PayPal, Amazon Pay and Apple Pay are also available!
Using Apple Pay
For a quick and secure checkout experience, we accept Apple Pay! Apple Pay is supported on all iPhone, iPad and Mac models that have Face ID/Touch ID. You can pay with Apple Pay using a Visa, MasterCard or American Express card when using Safari as your browser.
If Apple Pay is available for your device/browser, you will see this payment option at Step 2 of the checkout.
If you have a gift voucher / discount code, ensure that you have applied any discounts prior to clicking on Apple Pay.
Once you have reviewed your order details on the Apple Pay screen, you can complete your order using touch ID or by entering your passcode.
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.
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.
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.
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.