If you registered for a Brastop.com 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!
Delivery times are counted as working days (Monday to Friday, excludes weekends and Bank Holidays) from the date of dispatch. In very rare cases, orders can sometimes get lost in the post. For UK customers, we can class a parcel as lost once 10 working days have passed since the date of dispatch.
For overseas orders, we can class a parcel as lost once 20 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 Royal Mail. 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.
All Brastop orders are dispatched from the United Kingdom, worldwide. When goods are dispatched outside of the EU by Brastop it is our duty to declare their full value on the packaging. Depending on the customs authorities in the destination country, this might mean that you will be liable for paying additional duty/tax, and this is dependent on the types of goods that you are purchasing plus their total value, although some items can be imported without any customs charges at all. The customs charge is imposed by customs authorities in each individual destination country and unfortunately we can’t take any responsibility for it.
Please refrain from asking us to mark down the value of your parcel if you reside outside of the EU as we are obligated to declare the full value of goods so that we comply with import regulations. In addition to this, if we receive your parcel back due to unpaid customs charges then we may deduct part of your refund in order to cover return charges and fees incurred.
For any questions regarding customs charges to pay, please contact your local customs authority prior to making your purchase.
We aim to dispatch all orders the following working day (Monday to Friday, not including Bank Holidays) and we’ll send you an email to let you know your order is on its way. During busy sale periods there may be a small delay in dispatch due to a higher volume of orders received. If there are any problems with your order we will contact you by phone or email.
This depends on your chosen delivery method, the size of your parcel and also your postman! The UK the postman may put the order through the letter box (if it fits!), leave it in a safe place, or take it to the sorting office for pick up or redelivery. We are unable to leave instructions for the postman, and this is at their discretion. For Royal Mail deliveries, a red ‘something for you’ card should be left but in the case where it isn’t, you should be able to claim your parcel with the tracking number and a form of ID. For overseas orders, please check with your local postal service for details.
Our office is closed on UK Bank Holidays and Royal Mail does not deliver on these days, so there may be a small delay with your order if it is placed over these periods. If you’re outside the UK, other public holidays in your country may also affect the delivery. For further details please check with your local postal service.
If your order has not yet been dispatched we may be able to do this. Please call us as soon as possible on 0208 861 1945 to see if we can arrange this for your order. Any additional delivery costs will be charged to your original payment method.
Oh no! Please send a clear photograph of the fault to our Customer Service team on [email protected], or on Facebook Messenger. Once we’ve verified the fault we can arrange for a refund or a replacement to be issued to you. In line with Trading Standards we can only accept faulty items within 6 months of purchase.
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. We will always send out the correct item as a replacement if it’s still in stock.
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, you can call us on 0208 861 1945 between 8:30am and 6pm GMT Monday to Friday.