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FAQ's
returns
Order
Contact us ASAP by email brasandstraps@gmail.com (mailto:brasandstraps@gmail.com)and as long as we have not processed or shipped your order, we will try our very best to help you. But we cannot make any guarantees. If your order has been processed then we will be unable to make any amends.
Please ensure that you are certain of your size and if in doubt please contact us by email before placing your order, to avoid disappointment.
Yes, you can cancel your order as long as, we have not processed or shipped your order. Please contact us ASAP by email brasandstraps@gmail.com (mailto:brasandstraps@gmail.com)and we will try our very best to help you, but we cannot make any guarantees.
We apologise for sending you the wrong item. Unfortunately, on rare occasions this may happen, and we ask you to contact us as soon as possible, so we may rectify it.
Please contact us by email at brasandstraps@gmail.com (mailto:brasandstraps@gmail.com)and provide the following information:
• Your order number on your invoice or confirmation email.
• Details of the wrong item received
• Details of the item NOT received
Once we have received your email, we will resolve the issue as swiftly as we can.
We will need you to return the unwanted item back to us, and we will provide you with a return label.
We will try our very best to ensure this does not happen but if it does, then we apologise, and ask you to contact us immediately by email at brasandstraps@gmail.com(mailto:brasandstraps@gmail.com)
We will need you to provide us with the following information:
• Your order number on your invoice or confirmation email.
• A photo of the faulty item and
• A description of what is wrong
Once we have received your email, we will resolve the issue as swiftly as we can.
You will have the option to exchange the item (subject to availability) or ask for a refund.
We will need you to return the unwanted item back to us and we will provide you with a return label.
DELIVERY
Delivery
UK Standard Delivery
£4.95 (Free on orders over £50!)
3-5 working days
UK Express Delivery
£8.00
1-2 working days**
UK Special Delivery
£12
Next working day**
Europe
£15 (Free on orders over £120!)
10-15 working days.
Rest of the world
£25
15-20 working days.
Our customers will only be charged once for postage per order, no matter how many parcels we send you.
**There are specific cut off times, so please check before placing an order.
**Please check with Royal Mail for restricted postcodes and exceptions on their website at www.royalmail.com.
• Orders will be delivered in 3-5 working days.
• Orders will be dispatched as soon as possible from the business premises.
• The business will send orders using Royal Mail tracked 48 service.
• A signature on delivery is not required.
• Delivery times and dates are subject to our service provider Royal Mail.
• Orders will be delivered within 1-2 working days.
• Orders must be placed by the following cut off times to ensure delivery in 1-2 days.
• Monday to Friday, orders placed before 1pm will arrive in 1-2 working days.
• Orders placed after 1pm on Friday will arrive the following Tuesday or Wednesday excluding Bank Holidays, where they would arrive at the following Wednesday or Thursday.
• Orders placed anytime on Saturday or Sunday, will arrive the following Tuesday or Wednesday excluding Bank Holidays, where they would arrive at the following Wednesday or Thursday.
• The business will send orders using Royal Mail tracked 24 service.
• A signature on delivery is not required.
• Delivery times and dates are subject to our service provider Royal Mail.
• Please check with Royal Mail for restricted postcodes and exceptions on their website at www.royalmail.com.
• Orders will be delivered next working day (Monday to Friday) before 9pm, if ordered before 1pm.
• Orders placed before 12:00 on Saturday will arrive the following Monday excluding Bank Holidays.
• Orders after 12:00 on Saturday or anytime on Sunday, will arrive the following Tuesday excluding Bank Holidays.
• The business will send orders using Royal Mail Special Delivery service.
• Royal Mail does not guarantee Saturday delivery, so orders placed on a Friday will arrive on either a Saturday or Monday excluding bank holidays.
• No deliveries will be made on Sunday or Bank Holidays.
• A signature is required upon delivery.
• Delivery times and dates are subject to our service provider Royal Mail.
• Please check with Royal Mail for restricted postcodes and exceptions on their website at www.royalmail.com.
We will send you an email once your order has been processed and dispatched.
For UK orders you will find a Royal Mail tracking number in your email confirmation, which will allow you to track your order via Royal Mail.
International orders do not have a tracking number.
Unfortunately, we are unable to change the delivery address once your order has been processed.
If you have made a mistake while inputting the address, please contact us ASAP by email at brasandstraps@gmail.com (mailto:brasandstraps@gmail.com)and we will try our very best to rectify it. But we cannot make any guarantees.
Please ensure you input the correct delivery address, to avoid any disappointments.
All international orders will be sent by UK Royal Mail Air Mail service, this is a non-tracked service, so a tracking number will not be provided.
Customers in Europe, please allow a further 5-10 working days to the UK standard delivery times.
Customers outside of Europe, please allow a further 10-15 working days to the UK standard delivery times.
Please note, if you live outside the UK, international customer orders are subject to local customs or import duties, which will need to be paid before your order can be delivered to you.
Bras and Straps are unable to provide custom or import duties fees, or predict what fees will be applied, as these vary by country including the EU. Your local customs office should be in touch once your order reaches them to let you know more details.
If you refuse to pay the Customs fee and your parcel is returned back to Bras and Straps, we will contact you by email regarding re-shipment or refund.
Please note, if you decide on a refund, a handling fee will be deducted from your refund.
If you opt for re-shipment, then you will be expected to pay the postage fees before the parcel is despatched again.
Customs may decide to dispose of your package instead of returning it back to us, in which case, we will not be liable to reship the product back to you or offer a refund.
If in doubt, please contact your local Customs for more information and advice.
We offer a standard UK delivery service to BFPO (British Forces Post Office). Please ensure you correctly input the address.
Our parcels are delivered by Royal Mail, so if you happen to be out and the parcel requires a signature, or it doesn’t fit through your letter box, don’t worry! Your postman or postwoman will leave a card informing you of when and where you can collect your parcel from.
Returns and Exchanges
Returns and Exchanges
We hope you LOVE your order but, if you do not, we are happy to refund or exchange items within 60 days from the date of receipt. As long as, the items are returned unworn, with all the original labels and tags attached, and in the original condition it was sent. Please ensure there are no marks, makeup stains, pulls or rips of garments.
Briefs/panties – Bras and Straps are more than happy for customers to try on any briefs/panties to see how they fit and look. However, we do ask that you please try these items on over your own underwear in the interests of health and hygiene. We are unable to accept them, if they have been worn or if the labels or tags have been removed.
We reserve the rights to refuse your refund or exchange if you fail to comply with our return policy.
We will process returned items within 14 days of them arriving at Bras and Straps premises.
Please note, this policy does not affect your statutory rights relating to faulty or misdescribed goods.
We are always happy to help our customers with their purchases, if in doubt or if you need to get in touch, please contact our Customer Service team @ brasandstraps@gmail.com (mailto:brasandstraps@gmail.com) Please quote your order number, which you can find on your invoice or confirmation email.
Bras and Straps offers FREE returns within the UK*
We are happy to provide our customers with a 60 day return policy from the date of receipt, as long as our return terms and conditions have been complied with.
We ask you to return the item in its original condition, unworn, and with the labels and tags attached. Please ensure there are no marks, makeup stains, pulls or rips of garments.
*WE DO NOT OFFER FREE RETURNS ON SALE OR DEBRANDED ITEMS.
1. Complete the return section on your invoice. This is on your paper receipt and came in the parcel bag along with your items.
2. Please package the items you wish to return in a secure parcel bag and ensure you enclose the completed return section, which will provide us with your order number, reason for return and customer details.
3. We ask you to return the items in its original condition, unworn, and with the labels and tags attached.
4. For a return label, please contact us by email at brasandstraps@gmail.com, so we may arrange that for you. We will email you a return label, which you can either print at home or you can use the QR code at the Post Office and they will print a label for you.
5. Please take your parcel to the Post Office and obtain a receipt as proof of return. Bras and Straps will not be responsible for lost items and will not refund the cost unless you have obtained a receipt of posting.
6. Once we receive your return parcel, we will be in touch via email and will inform you when your return has been processed. This can take up to 14 working days, in rare cases longer, and we thank you for your patience.
7. If you are unsure about any of these instructions or wish to exchange your item or wish to contact us then please do so by email at brasandstraps@gmail.com(mailto:brasandstraps@gmail.com)
We are happy to provide our customers with a 60 day return policy from the date of receipt, as long as our return terms and conditions have been complied with.
We ask you to return the item(s) in its original condition, unworn, and with the labels and tags attached. Please ensure there are no marks, makeup stains, pulls or rips of garments.
1. Complete the return section on your invoice. This is on your paper receipt and came in the parcel bag along with your items.
2. Please ensure you enclose the completed return section, which will provide us with your order number, reason for return and customer details.
3. Please ensure all return items are packaged in a secure parcel bag, to avoid any damage to the goods.
4. Please mark the parcel as clearly as possible as Return Goods.
5. Please address your parcel to 155 Albert Road, Derby, DE21 6TA, United Kingdom.
6. Please do not forget to pay for your return postage. Make sure you obtain proof of postage, as Bras and Straps will not be responsible for lost items and will not refund the cost unless you have obtained a receipt of posting.
7. We are unable to accept parcels that have been returned to us via a courier service or any other service, which requires a signature upon receipt.
For UK exchanges please contact us via email at brasandstraps@gmail.com (mailto:brasandstraps@gmail.com)if you wish to exchange your item, so we may assist you with this.
Please provide us with your order number, name, and address, so we may verify your order.
You will not be required to pay further postage and packaging charges when exchanging items.
We are happy to hold the stock for you until your return parcel has been received and processed. Subject to availability.
We ask you to return the items in its original condition, unworn, and with the labels and tags attached. Please ensure there are no marks, makeup stains, pulls or rips of garments.
Unfortunately, we do not offer exchanges of items from overseas. If you wish to exchange an item for another size or colour, please arrange a return of the unwanted item and reorder the desired replacement.
Yes, as long as you have proof of postage from Royal Mail, you will be able check the progress of your parcel by using the tracking number provided. Please visit Royal Mail tracking services at https://www.royalmail.com/track-your-item
For International returns- please check with the courier.
We will process returned items within 14 days of them arriving at Bras and Straps premises. On rare occasions it may take a bit longer and we thank you for your patience.
PAYMENTS
Payments
1. Debit card
2. Credit card
3. PayPal
Unfortunately, we do not accept cheques.
Please use one of our other payments methods to proceed with your order.
All items will need to be paid in full before the order can be posted to you.
If you have a discount code, you will be able to use it during checkout by clicking on the “apply discount code” section.
Please note, discount codes cannot be applied on sale items.
My Account
MY ACCOUNTS
You will need to sign up for an account by clicking on “My Account” and “register,” and then complete the online form. Once you’ve registered you will be able to access your account and see your orders.
Don’t worry you will be able to reset your password by going to the “My Account” page, enter your email address and click on “Forgotten your password.” You will be sent an email asking you to change your password.
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