Brakeburn Avis 

Returned one of my orders on 30 th of January . ( My second order with them and there were two items and I wanted to return one as it was too big for me)As not heard anything I messaged them on the 8 th of February. They replied on 14 th of February and asked for proof of postage . I normally keep proof of postage until refund , unfortunately on this occasion I couldn’t find it anywhere. They e mailed back on 15 th of February ( normally get an automatic reply over the weekend, but on this instance they replied after 22.00 pm at night which make me very suspicious) to say that without the proof of postage they can’t confirm that it has arrived in the warehouse, But they will process the refund once the return has been processed. They also mentioned that they have a high volume of return to deal with .
I do my shopping mostly online and this has never happened to me before with any sellers . The proof should be the returned item with the correct details in their warehouse ! I need my refund ASAP

Refunded on 23/02/25 . It is a shame that it took such a long time . The quality of their products are really good and the price is very reasonable too .

Still waiting for a response for an order placed over 2 weeks ago. I’ve sent 3 emails and I’ve still had no answer. Nice clothes really poor customer service ☹️

I ordered 2 sizes (a 10 and a 12) of a cosy jumper as I usually between sizes. The jumpers were lovely but both sizes were enormous on me. I have returned. I am still awaiting a refund 2 weeks later. I emailed to enquire and received an email informing me that the order was on its way to me? I often buy clothing via internet and have never previously experienced such poor customer service.

I ordered several items from Brakeburn, one item was no longer in stock and I received an immediate refund. Two items were returned by me and after one email I received a prompt reply and a further refund. The staff at Brakeburn were very helpful, excellent customer service I would buy from them again.

Still waiting for refund after my return was received on 29th January. No response to emails just a generic 'we are experiencing higher volumes of contact' I'm not surprised if people have to wait so long for their money to be refunded! It's now 16th February
Update
Refunded 17th February

I recently purchased a dress from Breakburn and I am impressed with the quality and fabric. Exactly as shown and described. I'm really looking forward to wearing it

Slow delivery, and the sizing of the dress I ordered is way off (it’s ridiculously big) so I have had to send it back. Most respectable online retailers these days publish customer reviews of their products which helps prospective purchasers understand whether the item is true to size and provides other helpful information. However Brakeburn don’t do this. Perhaps they should. I’m currently awaiting a refund. Edited to one star to reflect no communication and no refund. This seems to be a recurring theme based on other reviews.

Update - partial refund finally received after I chased it up, postage not refunded. Not a good first shopping experience so I won’t be ordering from Brakeburn again.

I felt valued as a customer. Response showed understanding and care for me as a customer. Response was friendly and professional.

Sent items back as they didn't fit properly, this was on 17th Jan, as yet. ( 14th Feb) No refund! Have tried contacting them but am getting no response. Will not be purchasing from then again.

Still waiting on a refund after sending an item back. Royal Mail tracking shows they received it. No response to my emails. Looked at reviews and now I’m even more worried, as it seems to be a common problem. Will never use this company again. Now looking into a chargeback with my credit card company, as I don’t see any other choice.

Customer Service of this company was not very compassionate. They keep passing me off instructing me to take the product elsewhere. It was obvious that after owning their bag for 3 months it should not have gathered so many dark marks that was not washable despite my efforts to clean it.

I was extremely disappointed with their customer service.

Well, after several orders in the past few weeks I have concluded that Brakeburn dispatch team are still using dial-up connections on an old 286! It would appear that when you place an order, the decrepit computer eventually cranks out the order for the dispatch team - who themselves must be working in a warehouse the size of Texas, given how long it takes to get anything actually in the post. Case in point - a coat ordered on 2nd February 2025 and not even an email on the 10th Feb 2025... maybe it will arrive in time for NEXT winter.

It is a shame, as products are pretty good if you can actually get them... I'd have been quicker walking to Poole to collect it!

Returned 3 items of an order of 5, 2 weeks later I’ve still had no refund. Three emails sent to enquire about this, automated reply each time saying they’d get back to me, but haven’t. I won’t be shopping with Brakeburn again, online shopping requires trust you will receive goods/ refunds & every other online retailer processes returns quickly & efficiently. Very disappointing customer service & to be honest I’m left feeling unsure whether I will get my money back at all. I now see from reviews that this is a common experience for other Brakeburn customers. Avoid this company.

Appalling customer service from what I’d assumed is a reputable company. Like many other customers who have commented recently, I’m still waiting for a refund after returning an item on 18th January. It’s very difficult trying to contact the company as the only option is by email and I’m not getting any response. I’m a first time customer and I’ll never order from them again.

Sent an item back to this company on the 18th of Jan for a refund still waiting after 2 emails and a phone call, very apologetic it will be in you account in a few days still waiting. They take your money pretty quick even before the item is dispatched. Other companies have your money in your account within a few days, really bad customer service. Sorry but you have lost my custom 😡

Extremely dissapointed with Brakeburn customer service.clothing is superb although sized a little larger than other marques on varying sizes.
My main dissapointment is lack of contact,purchase anything & you get many thanks for your order,then sit & wait....wait.....wait a bit more ,then wait a couple of days more.purchased quite a considerable amount on the 31st of January, not Christmas time or boxing day sales the end of January.5 days on still no contact from Brakeburn.tried to contact them but as yet no response.have also tried to cancel.going away next week midweek I don't think my order will arrive.
So fantastic clothing great pricing especially in the sale but when you get them god only knows.
UPDATE.....found a phone number for Brakeburn rang it & spoke to a lovely lady.gave her my order number & she said it hadn't been despatched as yet but would either be despatched today (6th) or friday (7th).which means I should get it before Wednesday.i will update again if my order doesn't arrive.
My order did arrive the very next day & I thank brakeburn as the goods are always quality.i think the waiting/despatch times are a little slow & could be a problem for some customers.i have raised my stars from the initial 2 to 4.thankyou

Brakeburn products always excellent quality. Customer service is particularly good. I have been a customer for years and will continue to shop with them.

Ordered 4 items but had to return 2. Tracking shows received by them 18 days ago but still no refund. Chased up and eventually got a reply asking for further details despite having given them the order number and tracking number.

They say it takes at least 10 working days to process a refund. Other companies can refund with a few days so why can't Brakeburn? Don't buy from them if you're likely to want to return anything!

Poor customer service and this seems to be echoed by other recent reviews. Someone needs to get a grip on their admin as their products are basically ok.

Ordered some clothes and returned them via royal mail. This was nearly 3 weeks ago and haven't heard back at all. Emailed them twice and no reply. Really bad customer service. Would never use them again.

Purchased two jumpers on the sale, both were far too big. After 2 weeks I still had not been notified of my return, I rang customer services and gave a very pleasant lady my details and she said she would see to it immediately. My money was in my bank within a few days. I expected a delay in returns due to Christmas and sale goods, but once I made the phone call it was sorted out immediately. Thank you Brakeburn for your excellent service.