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.
Where is my refund?
UK Customers:
Please check your receipt of posting for your returns tracking number. You'll receive full visibility of your return journey by using your tracking number on the Royal Mail website.
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 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.
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.
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 international orders:
To track your order, visit the OCS Worldwide 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.
How do I apply a coupon code to my order?
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!
My coupon code isn't working
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.
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.
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.
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.
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 other queries regarding your order, please get in touch us 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.
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.
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