I had a nightmare experience ordering from Brora from the United States. I ordered a $300 skirt--which was already expensive enough. The skirt didn't fit, so I returned it, following the process that Brora told me to do. I noticed that the return wasn't being processed, so I contacted the company to see what was going on. They claimed that they hadn't received the item. I gave them the tracking number, but they said that they didn't know what to do with it. So I did research myself, and it turned out that the return was being held in the UK for 95 pounds in customs fees. Royal Mail had contacted Brora and asked them to pay these fees in order to obtain the return (as Brora ultimately admitted it had done). But Brora categorically refused to pay the fees or to help me in any manner.
If anyone was to blame in this situation, Brora insisted, it was my postal cleric. Apparently, instead of just selling postage when someone wants to ship a package overseas, it is her responsibility to look up what the import duties will be in different countries and to advise me on whether or not to send the package via the US Postal Service. Usually, high end companies try to make the customer's experience a positive one, but Brora apparently has no interest in doing so.
I have ordered countless items from the UK (from Boden, Pure Collection, Celtic & Co., etc.) and have never run into a problem returning items like I have here. If you don't want to spend what amounted to $141 (in mailing costs and import fees) to return an item, avoid Brora at all costs. read more