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 login to the new website?
Our new website is live, and we hope you love our new look as much as we do!
If you registered as a customer before October 1st 2020, you will need to reset your password to log in to your account on the new website. Please click below to re-set your password.
I can't see my order history on the new website
We have recently launched our brand new website! As a result of this move, order history prior to October 1st 2020 will not be available to view on your customer account.
Please accept our apologies for any inconvenience this may cause.
If for any reason you do need to view the details of a previous order, our customer service team are available to help and can be contacted at support@brastop.com
Do you offer fitting advice?
We certainly do! 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. You can contact our customer service team on support@brastop.com or get in touch with us via Facebook Messenger for any advice on sizing and fitting.
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.
What payment methods do you accept?
We currently accept all major credit and debit cards (Visa, MasterCard, Maestro, and American Express) and PayPal.
What delivery services do you provide?
All of our UK orders are sent out via Royal Mail and Hermes from our warehouse here in the UK.
International orders are sent out via OCS Worldwide from our warehouse here in the UK.
How do I apply a coupon code to my order?
The coupon code box can be found 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.
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.
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.
Can I amend my order?
Due to the quick turnaround time of our orders, we are unable to make any changes or cancel 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, you can get in touch via live chat between 8:30am and 6pm GMT Monday to Friday.
Can I view the status of my order?
If you registered for a Brastop account, you can log in and view your order history to see where it is.
"Processing" means it is being picked and packed by our warehouse team ready for dispatch, and "Dispatched" means the order has left our warehouse and is with the postman, on its way to you!
Ordered before October 1st 2020? We recently moved website systems and as a result of this move, order history prior to October 1st 2020 will not be available to view on your customer account. Please accept our apologies for any inconvenience this may cause.
If for any reason you do need to view the details of a previous order, our customer service team are available to help and can be contacted at support@brastop.com
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.
My order hasn’t arrived.
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:
For UK customers, we can class a parcel as lost once 10 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 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 overseas orders:
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.
An item I purchased is faulty, help!
Oh no! Please send a clear photograph of the fault to our Customer Service team on support@brastop.com or on Facebook Messenger. Once we’ve verified the fault we can arrange for a refund to be issued to you.
In line with Trading Standards we can only accept faulty items within 6 months of purchase.
I was sent the incorrect item.
I was sent the incorrect item.
Uh oh, this isn't what we like to hear. Our warehouse team work hard at labelling all our products correctly.
If you've received something that’s not right, please send a clear photograph to us via email or Facebook Messenger, of the tag of the product against your invoice so we can investigate this.
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 15% 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.