Returns & Refunds

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

Covid-19 Returns Update

We have extended our UK and International returns policy to 90 days.

If your circumstances mean that you are unable to return any items to us within the 90 days window, please don’t stress as we understand this may not be possible for everyone. Simply send us a message to explain and we will make a note against your order.

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. 

Once your return has been processed, please allow up to 5 working days for a refund to appear in your account.

Find Out More

How to Return your items with Free UK Returns

Returning items to the UK

Returns and Refunds - 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 and Refunds - 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.

Mark the front of your package clearly with the Brastop returns address:

Brastop.com
Torque WO1 Building,
Wortley Moor Road,
Leeds
LS12 4JH
United Kingdom

Returns and Refunds - Step 3

Step 3 - Take your returns package to the post office

In the unlikely event that your items get lost in the post, please ask for a certificate of posting when you hand your item in.

Returns and Refunds - 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.

Covid 19 Update: Due to current Covid-19 restrictions, returns may take up to 8 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.

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.

Extended Returns: Here to support you - UK and international returns are now within 90 days of order dispatch.

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

Free Returns are currently only available to UK customers and a prepaid label is included in all UK orders.

Lost your UK returns label? Click here to create a new label

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.

What is a proof of postage?

This is a receipt that will be given to you by the Post Office when you post the items back to us. 

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 of your order including postage costs. 

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 this to be processed.

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.

How long does it take to receive a refund?

Covid 19 Update: Due to current Covid-19 restrictions, returns may take up to 8 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.

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.

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.