Returns & Refunds

Our Returns Portal 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 or printable label for use in any of our Drop Off Points shown from the portal.

Please obtain and keep a Proof of Postage receipt with the tracking reference and/or returns address printed on it when sending goods back to us. This can be obtained from your return carrier at the time of posting the order.

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

For International customers, should the return shipping fee total more than the price of the item you’re returning, please get in touch with our customer service team via email or chat so that we can assist.

Return Processing Times:

Returns sent using our returns portal can take up to 3-5 working days to be processed from receipt back to our warehouse.

Any items sent independently of our returns portal with a carrier of your choice may take up to 14 working days to be processed. We ask if you would kindly contact us at support@brastop.com to share your postage receipt with tracking reference if sending with a carrier of your choice.

Refund Processing Times:

All refunds are issued as soon as we process your returned items. 

Once a refund has been processed back to your original payment method it may take up to 3-5 working days to show on your statement, depending on your card provider’s processing times.

If you have paid by Clearpay or Klarna you should receive confirmation from them that a refund has been received and they will update your account or any payments plan arranged with them accordingly.

If you paid via PayPal you should receive an email from them to confirm that a refund has been issued. Please note that this will either be to your bank, credit card or PayPal balance depending on the original payment source selected on your PayPal account. These funds should show back to your payment source within 3-5 working days.

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.

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.

For UK Orders:

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

Please ensure you obtain a Proof of Postage receipt with the tracking reference and/or returns address printed on it when sending goods back to us. This can be obtained from your return carrier at the time of posting the order.

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 with the tracking reference and/or returns address printed on it when sending goods back to us. This can be obtained from your return carrier at the time of posting the order.

We recommend that your parcel is sent using a tracked postal service, this will allow you to track your parcel’s journey.

If using our returns portal the returns label provided will offer a fully tracked and insured postal option.

A proof of postage is a document or receipt provided by a postal service or courier when you send a package. It serves as evidence that you have posted an item, showing the date, time, and destination address of the parcel. 

It typically includes details like the tracking number, the weight of the package, and the service used (e.g., tracked mail, express delivery).

We recommend that your parcel is sent using a tracked postal service, this will allow you to track your parcel’s journey.

If using our returns portal, the returns label provided will offer a fully tracked and insured postal option.

You should ask for this on posting your return, and retain the receipt until you have received notification that your returned items have been received safely.

In line with Consumer Contracts Regulations, you have a 14-day cooling off period from delivery of your order.

You can choose to fully cancel your order and return all items for a full refund. This will include a refund of our standard postage fee only. If an Express, Next Day or Saturday delivery option was chosen, only the value of our standard postage fee will be refunded.

You must inform us, prior to returning your items, that you wish to fully cancel your order within the first 14 days of receiving it. Please contact us via email, telephone, or our Live Chat to do this. 

All goods must be received back at our warehouse within 14 days for our UK customers and 30 days for our international customers after telling us you wish to cancel in order to qualify for a refund of the postage fee. Please take care of the items and make sure that they are returned in their original unworn condition with tags on. 

All returns are to be processed through our returns portal and can dropped off to your nearest drop off point.

For UK Customers, Royal Mail offer a collection service from your home or workplace. This can be arranged on their website here 

When creating a return in our returns portal you will need to select the option to receive a Royal Mail Returns label to be printed at home to be able to arrange a collection. 

For Overseas customers, please refer to the shipping carrier’s website for information on their collection services. If available, please note the carrier may charge you for collection.

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.

If all items are returned from an order, any upcoming payments from Klarna will be cancelled. Klarna will then refund any payments already made onto your payment card. For partial returns, Klarna will calculate the refund amount owed and this will be refunded onto the card used. For more information on returns, please see the Klarna returns page. To check the status of a returned item, please check the Royal Mail website using your returns tracking number or contact Customer Service Team.

How do I report a return with Klarna?

For more information on how to report a return with Klarna, please visit the following link here. Once you've reported your return, your payment plan with Klarna is temporarily paused. This pause allows time for us to register the return and for your payment to be adjusted accordingly. You will receive an email containing updated payment information, or you can log in to the app for the most current payment details.  

For items purchased with Clearpay please follow our standard return process. Refunds for these purchases will be refunded to your Clearpay account. We cannot provide an exchange or cash refund. When the refund is processed, any upcoming payments you have to Clearpay will be cancelled and any payments you have already made will be refunded back to the card you paid with.  Please note that until we have confirmed the receipt of any returned goods, you will be liable to continue to make your payments to Clearpay. You can view the details by logging in to your Clearpay account. 

How do I report a return with Clearpay?

For more information on how to report a return, please visit the following link here. Once you've reported your return, your payment with Clearpay will be paused accordingly. This pause allows sufficient time for us to register the return and update your payment plan set up with Clearpay. An email containing updated payment information will be sent to you, or you can always access up-to-date payment details by logging into the app.