Returns & Refunds

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

How do I return my items? – order placed before 1st Nov 2023

Returns - 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 - 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.

All UK orders include a FREE Returns label so place this on the front of your package.

International customers:

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 - Step 3

Step 3 - Send your returns package

In the unlikely event that your items get lost in the post, please ask for a certificate/receipt of posting when you drop-off your returns package or a collection card if opting for a collection.

UK customers:

If using a Royal Mail free returns label, you can send your return to us at a local Post Office or Customer Service Point. Find your local drop-off point

Once your return is on the way, you can track your return on the Royal Mail website or Evri website depending on your chosen returns provider.

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

Returns - 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.

Returns may take up to 14 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.



How to return your item(s) if ordered after 1st Nov 2023

For all our UK returns you can now use our new Returns Portal which makes returning easier than ever.

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 you’ll be given the option to return your items with ease.

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 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

Where is my refund?

Return Processing Times:

Returns may take up to 14 working days to be processed.

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.

  • FREE UK RETURNS: Return within 90 days of order dispatch.
  • 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.

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.

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

For UK Orders:

Free Returns are currently only available to UK customers via Royal Mail using the Swap Returns portal

Free returns exclude Channel Islands - Guernsey and Jersey


For International Orders:

For customers outside the UK, 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.  


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.

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 14 days of purchase for UK customers and 30 days for our international customers in order to qualify for a refund on the postage cost. 


Can I arrange for my return to be collected from home?

All returns are to be processed through the Swap return portal and dropped off to your nearest drop off point.

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.