Brooks Brothers FAQs

Accidentally ordered an extra item, or need to change the size? We're here to help!

We are able to update your address, add or remove items, or change fits and sizes. These modifications may only occur prior to your order processing for shipment. We can't guarantee these requests, as we try to ship your order as quickly as possible, but we promise we will do our best to accommodate your wishes.

Reach out to our Customer Experience Team at 1-(800)-274-1815 for all cancellation or order update requests at your earliest convenience, so we may have the best chance to resolve any order issue.

On the Product page you will choose thecolor, size, and quantity of the product.

Monogramming options are also available for select shirts. Engraving is available on many of our cuff links and belt buckles. Both of these options may be selected on the applicable product pages.Once your selections are made, click "add to bag" to add products to your shopping bag and remain on the page.

If you're ready to complete your order, click "checkout"or the bagat the top of every page.

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I am having trouble with checkout

We want you to be satisfied with your purchase and gladly accept a return of merchandise in:

Original condition

Within 60 days of purchase date accompanied by an original receipt

Items that are not eligible for return include:

Items 70% off or greater purchased in store

Monogrammed or altered merchandise

Special Order and Made to Measure clothing

Sample Sale items

Head of the Charles merchandise

To initiate a return for online orders:

Click here to navigate to the Brooks Brothers return portal

Type in your order number (first 8 digits only) and email address

Select the item(s) you intend to return and the reason for the return

Click doneandnextto generate and print the return shipping label

Affix the label and take your package to any FedEx or USPS drop-off location

To initiate a return for store orders:

You may return any Factory Outlet or airport purchases to any U.S. Brooks Brothers retail store, Find a store location near you.

Items purchased internationally must be returned in the country in which the item was purchased

If you have a question, we have an answer. Contact our Customer Experience Team at [email protected] or call 1-(800)-274-1815.

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I received the wrong Product

If you are having issues placing an order during checkout, we recommend double checking allbilling and shippinginformation entered. Any information entered incorrectly will prevent you from submitting your order.

1.) All required fields (noted with *) must be filled out in order to proceed to the step 2

2.) Once you advance to billing and payment, you will be asked to verify the address. We advise to use the recommended address to minimize potential shipping issues.

3.) We require an email address so we may send the order confirmation and tracking information for your purchases. However, you are welcome to opt-out of exclusive events and offer emails by deselecting the checkbox below the email address field.

4.) If you have a Brooks Brothers gift card or egift card, you may enter it here. If you are using any other form of payment, continue below.

5.) Once you have entered your payment method, clicksend payment & place order.You will now be routed to an order confirmation page and will receive an email confirmation of your purchase within 5-10 minutes.

Price adjustments will be madeon full price merchandise that has gone on sale within 7 days of the original purchase date with the original receipt.

Items purchased during promotional periods will not be eligible for any price adjustment.

Online Purchases:

Ensure the item(s) are within 7 days and you have your order number

Contact our Customer Experience Team by phone 1-(800)-274-1815 or by email [email protected]

Allow up to 10 business days for the adjustment to reflect on your original form of payment

Store Purchases:

Ensure the item(s) are within 7 days and you have your receipt

Bring the item(s) and receipt to a Brooks Brothers Store location, find one here

Your adjustment will be processed in-store on the original form of payment

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When will I receive my refund?

If you are experiencing an incorrect price during promotional periods at checkout, please review the items in your cart and ensure they are eligible for the promotion.

Items applicable for the promotion will state the promotion price in red lettersbelow the standard product price.

click here

Exclusions apply to many promotions. some of these include but are not limited to:

Red Fleece

Golden Fleece

Charitable items

Made-to-Measure or special-order clothing

Select shoes and accessories

Gift Card purchases

For additional information about our promotions.

You can search any desired items on our website using keywords, product names, item numbers, or descriptions. Click on the magnifying glass in the top right-hand corner, enter your search criteria, then hit enter on your keyboard. Or, click on the magnifying glass.

You may also use our site map to find products and information.

Need to update your email subscription settings? Simply login to your account:

Login to your shopping profile

On the left-hand side underMy Settings select the first option,My Profile

Scroll down until you see My Email Settings

Select the boxes you wish to receive notifications on or deselect both to stop receiving exciting offers and promotions

Click update

Or, click the bottom of a Brooks Brothers promotional email:

Scroll down to the bottom of the email

ClickUnsubscribe

Choose to decrease or stop emails sent to you

Select the reason for your subscription change

Once an order is placed online, a pending authorization (temporary hold of funds) for the full amount of the purchase will reflect on the form of payment. The balance held is not deducted from your account but will appear as unavailable for use.Funds will only deduct from your account once the order ships.

You may see any of the following on your form of payment:

An authorization hold in the amount of the estimated order total

Posted charge(s) for shipped item(s)

New authorization holds for remaining items that haven't shipped

Pending authorizations will show on your account as a "pending charge" and will clear on its own between 1-8 business days for debit cards. Credit card holds may last as long as 30 days, depending on your bank.

We are dedicated to ensuring that you receive your order as quickly as possible.

Once your order is successfully submitted:

Our warehouse or store locations will pick, pack, and dispatch your item(s) via FedEx

Once shipped, you will receive an email notification containing your tracking information and estimated delivery date

You can track your order from your email confirmation, shopping profile, or FedEx.com

contact us

Some orders may contain multiple packages.Orders placed after 12:00 pm (EST) are notguaranteed to be shipped the same day.

If you received your FedEx tracking number, we encourage you to contact FedEx initially. FedEx will have more accurate information regarding the status of the delivery.

If you have successfully placed your order but notreceived your FedEx tracking number, please and we will look into this for you immediately.

We understand receiving an incorrect item is frustrating. If you received a different item than the one you ordered, please follow the below steps:

Take pictures of the incorrect item (including images of tags and the SKU number)

Generate and print a return shipping label (online orders here, store orders here)

Email our Customer Experience Team at [email protected] with the images attached and tracking information

We will ship the correct item once we receive the images of the incorrect item

When facilitating a return or an exchange, we advise that you keep all tracking information. If you processed a return via the Brooks Brothers return portal (option 1), you will receive an email confirmation with the tracking information enclosed.

If you sent your item(s) via UPS (option 2) then you will need to note your tracking number once the label is created.

Returns and exchanges, once received, are processed within 24 hours.

If you no longer receive catalogs, please contact our Customer Experience Team by email at [email protected] or phone 1-(800)-274-1815.

For your security, FedEx will require a signature from an adult to ensure safe delivery of your Gift Card. Place your order Monday through Friday, by noon Eastern Time (excluding holidays) to receive it the next business day.

Shipping and handling is complimentary on deliveries within the 48 contiguous United States, Alaska and Hawaii.

We cannot ship gift cards to Canada or internationally.

Borderfree is a global e-commerce solution that allows us to present our International shoppers with competitive international shipping costs.

When you place an order requiring International delivery, your contract is with Borderfree and not with Brooks Brothers. Although you will be browsing products and merchandise on the Brooks Brothers website, any purchase that you make with a shipping address outside of the United States will be made and completed directly by Borderfree, who is responsible for your order and its delivery.

Please note that international purchases will be subject to Borderfree's Terms & Conditions and Privacy Policy available through the links below.

Terms & Conditions: https://www.borderfree.com/#/tc

Privacy Policy: https://www.borderfree.com/#/privacy/en_us

Shipping Fee, Duties & Taxes

For countries not listed below, shipping is handled by FedEx Air for flat rate of $49.99. Customers will be required to pay duties and taxes to the carrier upon delivery.

Once your order is picked, packed, and dispatched from our distribution center, you will be charged in USD.

Standard Delivery, if available, can take from 4 20 business days based on the destination

Express Delivery, if available, can take from 4 11 business days based on the destination

Two Business Day and Next Business Day deliveries are not available for international delivery

BorderFree, Inc.

All deliveries billed by Borderfree, Inc. are based on the shipping and handling fees for that region and carrier. All deliveries handled by Borderfree, Inc. include duties and taxes in the total price at checkout. For delivery to all countries NOT listed above, customers will be required to pay duties and taxes to the carrier upon delivery.

Standard Delivery:

Fed Ex will deliver items that are available for immediate shipment in 3-7 business days for a standard shipping charge; please consider that the required shipping time may span 4-20 business days based on customs.

Two Business Day and Next Day Delivery methods are not available.

Duties & Taxes:

All shipping, handling and duties will be paid by the customer and billed by the delivery carrier upon delivery.

Excluded Products:

We cannot ship:

Gift Cards

Fragrances

Products containing alligator, genuine fur, and/or Mother of Pearl

Corporate Memberships are active for two years from the activation date. To continue receiving special benefits and discounts, please renew your membership with Brooks Brothers Corporate Membership Services at corporate.services@brooksbrothers,com or complete the renewal form here.

TheBrooks Brothers Corporate Membership Programis a complimentary program that offers an everyday discount on all regularly priced merchandise, both online and in-stores, as well as exclusive promotions throughout the year. The program is available for U.S. and Canada companies and organizations with 50 employees or more.

To participate:

1.) Check if your company or organization is enrolled, contact your Human Resources/Corporate Benefits department or email our Corporate Benefits team at [email protected].

2.) If your company is enrolled, get your membership ID. If your company is not enrolled, request program details.

3.) Once you receive your Membership ID, you must create a shopping profile using your Corporate Membership ID, in order to receive your discount.

4.)Afteryou have created a Corporate Member Profile, your discount will be applied to your order during checkout. Please remember, you must be logged in with your Corporate Member profile receive your discount.

My Brooks Rewards members may request to merge accounts, pool points, or gift points to another profile. In order to fulfill this request, you must provide the email address associated with the other members loyalty account. An email address is required both for the gifter and the recipient in order to gift points.

To complete this request, please contact our My Brooks Rewards Experience Team at (833)-710-4847

Once your return package is received, it is processed and inspected before we proceed in issuing a refund for the respective item(s).All refunds are issued back to the original payment method.

In most cases, refunds will reflect on your account within 10 business days after the return is processed. PayPal and Amazon Pay may take up to 2 weeks.

If it has been longer than 10 business days and you still do not see the credit reflected in your account, please contact our Customer Experience Team at [email protected] or 1-(800)-274-1815 and we will provide you with a reference number for your bank.

Currently, we do not offer a direct exchange service.

In the event you are unsatisfied with your purchase and would like to receive a different product, you are most welcome to send back your purchase for a refund to the original form of payment used when making your purchase.

Any product(s) purchased during a promotion or sale will still be honored should you wish to receive another item instead. $7.00 reshipping fee is waived for all exchanges.

To initiate the process, follow the steps below:

Onlineorders:

Click here to navigate to the Brooks Brothers return portal

Type in your order number (first 8 digits only) and email address

Select the item(s) you intend to return and the reason for the return

Clickdoneandnextto generate and print the return shipping label

Affix the label and take your package to any FedEx or USPS drop-off location

Place your new order online and email your order number to [email protected]

Storepurchases:

You may return item(s) to any U.S. Brooks Brothers retail store, Find a store location near you.

*Purchases made at an outlet location must be returned to an outlet store. Items purchased internationally must be returned in the country in which the item was purchased

If you have a question, we have an answer. Contact our Customer Experience Team at [email protected] or 1-(800)-274-1815.

Outlet merchandise that you wish to exchange must be done in a Brooks Brothers Factory Outlet store. To find the nearest location, click here.

If you want to return any Brooks Brothers Factory Outlet merchandise that is still within our return policy, you may:

Bring the item(s) to a Brooks Brothers Retail or Factory Outlet store with your receipt

Or

Generate and Print a UPS return shipping label and include your receipt in the package

ShopRunner provides a pre-paid return label for all purchases placed using the service.

To access the pre-paid return label:

Login to your ShopRunner account

Select the order you wish to return

Click the link to generate and print thepre-paid return label

Affix the label to your package and take it to UPS

All return orders are processed within 24 hours of when they are received by our warehouse.

Gift card balances may be checked by clicking here.

1.) Scroll to the bottom of the home page and clickcheck balance.

2.)Scroll to the bottom of the gift card page and clickcheck balance.

3.) Type in your gift card number and pin and check the captcha box to proceed with your balance inquiry.

We accept the following forms of payment:

Brooks Brothers Platinum MasterCard

The Brooks Card

American Express

Diners Club

Discover

JCB

MasterCard

VISA

China UnionPay

PayPal

Amazon Pay

Masterpass

You may also add one or more Brooks Brothers Gift Cards as payment. If a Gift Card is entered, the value of the card will be depleted before your credit card is charged.

PayPal may not be used for orders completed through a Customer Experience Specialist, orders being shipped to multiple addresses, orders for Gift Cards combined with merchandise, or purchases of Black Fleece products. It cannot be used for payment in combination with a credit card.

My Brooks Rewards is Brooks Brothers customer loyalty program featuring rewards and exclusive member-only benefits designed to recognize and reward members for shopping at Brooks Brothers stores (excluding Airport stores), through our catalogs, website and within our mobile app, regardless of how you choose to pay.

Joining is easy. Residents of the United States may enroll in My Brooks Rewards online, within our mobile app, at any U.S Brooks Brothers Retail or Factory store (excluding Airport locations), or by phone at

click here.

To apply for the Brooks Brothers Platinum Mastercard, click here. To pay/manage your Citibank account,

If you return an item from an eligible purchase for which you received points, we will deduct the corresponding number of points from your account. If there are not enough points available in your account, the return may result in a negative point balance.Subsequent purchases will work your status back to a positive balance.

Negative points do not expire. Points from returns of outside purchases will be calculated based on your monthly billing statement.

Thenumber of points you earn varies based on yourMembership Leveland whether you pay for your Brooks Brothers purchase using The Brooks Card or the Brooks Brothers Platinum Mastercard.

Points for online purchases will post to your account up to two weeks after the shipment of the full order.

Points earned through external purchases using your Brooks Brothers Platinum Mastercard may take up to 31 days to post to your account.

Points will be earned if the item or service was purchased at a U.S. Retail or Factory store, online, via the app or by contacting our Customer Service department by telephone and if the dollar amount is positive in the following categories:

Merchandise

Alterations

Traditional gift card purchases

Monogramming/engraving

Gift boxes

Points are not earnedfrom:

Airport store purchases

eGift card purchases

Sales tax

Shipping and Handling

Returns and price adjustments

Red Fleece cafe purchases

Charitable contributions

Forfeited deposits

My Brooks Rewards points generated from purchases do not have any expiration date. However, when the points are converted into certificates twice a month (on the 14th and 28th, in denominations of $10, $20, $30, $40, and $50), they do harbor a 6-month expiration date from when they are issued.

Email notifications are sent when certificates are issued as well as a month prior to their expiration date.

You are able to keep track of your certificate status on your online shopping profile's account overview by clickingview more.

On the reward overview page, you will see all transactions involving points (purchases, returns, and certificate generation) as well as your current status and how many points are needed until your next reward.

You may redeem active reward certificates through Brooksbrothers.com, Brooks Brothers mobile app, or by phone through our customer experience department.

To redeem your rewards online or in the mobile app, make sure you are signed in to your account before checkout. You will be able to view and apply any valid Rewards on the checkout page.

Desktop users will see the apply my brooks rewardson the cart page below the order summary.

Mobile app users will see the rewards field when they proceed to checkout.

For your security, FedEx will require an adult signature for delivery of orders containing:

Traditional gift cards

Merchandise exceeding $1,000 within the United States

Replacement items for lost or missing packages

We strive to have each order delivered in exceptional condition and without any issues. However, we acknowledge thatthe unforeseeable is inevitable.

If you receive a damaged package:

Email our Customer Experience Team at [email protected]

Attach photos of the damage (package and any items effected)

Ship the damaged order back to us

We will send you a new order with a signature required

For additional instructions on how to generate and print a return label, see our return policy.

We happily ship orders to:

Street Addresses

Military APO/FPO addresses

All 50 states including District of Columbia, Puerto Rico, Hawaii, and Alaska

To select countries outside the US

Shipping exclusions to countries outside of the U.S. borders include:

Gift Cards

Fragrances

Products containing alligator, genuine fur, and/or Mother of Pearl

Currently, we are unable to deliver to P.O. Boxes.

Orders over $250 and My Brooks Rewards Preferred membersreceive complimentary standard shipping. Additionally, My Brooks Rewards VIP members receive complimentary 2-day shipping on all orders.

Within the United States shipping methods:

Standard (3-7 business days) - $11.95

2-Business day (Not available to APO/FPO addresses or Puerto Rico) - $16.95

Next day (Not available to APO/FPO addresses, Puerto Rico and some rural areas) - $24.50

If you have received your FedEx tracking number and the information shows no movement, scheduled delivery date, or is marked as delivered and you have not received it, we ask you to first contact FedEx. FedEx will provide the most up-to-date information on the status of your delivery.

If your tracking information shows that your package was delivered, but you cannot locate it:

Within 72 hours of the expected delivery

Verify the shipping addressor provide the best address for the new package

Look for a notice of attempted delivery

Look around the delivery location for your package

See if someone else accepted the delivery

Check your mailbox and any place you receive mail- as some packages travel through multiple carriers

If your order remains missing for longer than 72 hours of the estimated delivery date and you successfully placed an online order or have not received any tracking information, please contact our Customer Experience Team at [email protected] or call 1-(800)-274-1815.

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When will I receive my order?

We are proud to offer a wide variety of personalization options to our products:

Monogramming

Alterations

Made to Measure

Custom suits and shirts

Engraving and Embossing

Perfection takes time. To ensure we not only meet, but exceed your expectations for custom orders, we require an additional 2-4 weeks for delivery of your item(s). Your tracking information will update as soon as personalized items ship from our distribution center.

You should be rewarded when you shop at Brooks Brothers! Residents of the United States may enroll in the program to receive access to exclusive benefits and opportunities. To ensure each purchase you make with Brooks Brothers is generating rewards, follow the steps below to link your accounts:

1.) If you created a shopping profile, log in. If you have not created a shopping profile, create one here. If you are a corporate member, select the I am a corporate member option.

[email protected]

2.) If it is your first time signing into your shopping profile, you will be prompted to enroll in a My Brooks Rewards account.

Once you complete all the required fields, click enroll.If you successfully enrolled, you will be presented with a thank you for joining message.

If you need to link a My Brooks Rewards account to your shopping profile, click link account.

You will need your loyalty ID# contained in the My Brooks Rewardsaccount confirmation email. Ensure you check all folders including spam, promotion, and trash or use the search bar.

If you are unable to find this please contact our Customer Experience Team by email at or phone 1-(800)-274-1815.

3.) Your online shopping profile is now linked to your My Brooks Rewards profile and will track points and certificates generated from purchases.

For all orders within the United States, we offer gift boxing and messaging. For international customers, we are unable to provide gift boxes with your order due to international requirements.

Gift messages will be printed on the gift receipt; we do not currently provide any greeting cards with gift messages.