Hi there,
Thank you for taking the time to share your honest feedback. I'm sorry to hear that your recent experience with us has let you down and apologise for the disappointment caused.
Whilst looking into this for you, I can see that there has been a system error which has unfortunately resulted in a delay with processing your refund. Please accept my apologies for the delay and inconvenience caused.
A refund has now been issued back to your original payment method and you will soon be receiving an email with the details of the refund. The funds will show back on your payment method within 3-5 working days.
Our team has been working hard to improve the returns experience for our overseas customers. This includes establishing a standard return shipping fee that we hope is more cost effective than arranging to send a parcel with a carrier independently. This is a tracked and insured shipping service so that we can track your return parcel's journey and offers a faster processing timeframe.
As this service is optional, you can choose not to use the returns portal and post your return using a carrier of your choice, paying the carrier directly for any shipping costs. Unfortunately, we are unable to advise on which carrier is best to ship your return with or offer reimbursement of any alternative carrier fees incurred. Refunds for orders returned using the customer’s choice of courier will be refunded within 14 working days of receipt at our warehouse as these are processed manually.
When it comes to returning items from outside the UK, we do have the following stated on our website:
https://us.brastop.com/pages/returns#q1
My apologies once again that your experience shopping with us fell short of your expectations, please do reach out to us at support@brastop.com should you require any further assistance and we will be happy to help.
Best wishes,
The Brastop Team
