Brooks Brothers customers may need help with an online order, return, refund, missing package, wrong item, sizing question, alteration, gift card, Brooks Brothers Rewards account, credit card, store purchase, or another customer-service concern. Brooks Brothers provides U.S. support by phone and online chat seven days a week, along with a detailed online Help Center.
How to Contact Brooks Brothers Customer Service
- U.S. Customer Service: 1-800-274-1815
- International Customer Service: 1-860-741-4800
- Phone Hours: Sunday-Saturday, 8 a.m.-9 p.m. ET
- Online Chat: Available through BrooksBrothers.com, Sunday-Saturday, 8 a.m.-9 p.m. ET
- Customer Service Mailing Address: Customer Service Manager, Brooks Brothers, 100 Phoenix Avenue, Enfield, CT 06082
- Contact Page: Brooks Brothers Contact Us
- Help Center: Brooks Brothers Customer Support
- Store Locator: Find a Brooks Brothers Store
- Operating Company: BB OpCo LLC
- Official Website: BrooksBrothers.com
Brooks Brothers is an American apparel brand founded in 1818 and known for suits, dress shirts, sport coats, trousers, sweaters, casual clothing, footwear, accessories, and other men’s and women’s apparel.
Brooks Brothers currently operates within the Catalyst Brands retail portfolio. Authentic owns the Brooks Brothers brand intellectual property, while Brooks Brothers retail operations are managed through the current operating structure that succeeded SPARC Group.
Best Brooks Brothers Support Route by Issue
- Order status: Use the Brooks Brothers Help Center to track the order before calling customer service.
- Wrong or missing item: Contact customer service with the order number and details about what was received.
- Return: Start through the Brooks Brothers online return process or return eligible merchandise to a U.S. Brooks Brothers store.
- Refund: Keep the return tracking information and contact customer service if the normal processing period has passed.
- Different size, color, or fit: Brooks Brothers does not currently operate a traditional direct-exchange program. Return the original item and place a new order.
- Damaged merchandise: Contact customer service; eligible damaged or incorrectly shipped orders may qualify for a return-fee waiver.
- Store purchase: Contact the Brooks Brothers store involved for store-specific purchases, alterations, receipts, and eligible returns.
- Rewards problem: Use Brooks Brothers Rewards support for missing points, certificates, or account questions.
- Brooks Brothers World Mastercard: Use the card-account support provided by the current card servicer for billing, payments, interest, and card-account disputes.
Brooks Brothers Returns
Brooks Brothers currently allows eligible merchandise in its original condition to be returned within 60 days of the purchase date when accompanied by the required original receipt or purchase information.
Eligible BrooksBrothers.com purchases can generally be:
- Returned by mail through the online return portal
- Returned to a U.S. Brooks Brothers retail store, subject to exceptions
Brooks Brothers currently deducts a $7 return fee from mailed return orders unless an exception applies.
The fee may be waived when:
- The merchandise arrived damaged
- The wrong item, size, or color was shipped
- The applicable Brooks Brothers card benefit qualifies
- An eligible return is completed at a U.S. Brooks Brothers retail store
Always review the current Brooks Brothers Return Instructions before shipping merchandise.
Items Brooks Brothers Does Not Accept for Return
Brooks Brothers lists several categories as ineligible for standard returns.
These include:
- Final Sale merchandise
- Items purchased at 70% off when designated under the final-sale policy
- Monogrammed merchandise
- Altered merchandise
- Made to Measure merchandise
- Made On Demand merchandise
- Special-order products
- Sample-sale merchandise
- Worn or washed merchandise
Swimwear and undergarments must meet the applicable return requirements, including having required price tickets attached.
Products purchased from another retailer rather than a Brooks Brothers-owned store or BrooksBrothers.com generally need to be returned to that retailer under its own return policy.
Does Brooks Brothers Offer Exchanges?
Brooks Brothers currently states that it does not have a direct exchange program.
If you need another size, color, or fit:
- Return the original eligible merchandise.
- Place a new order for the replacement item.
- Keep the new order number.
- Contact Brooks Brothers customer service when necessary for adjustments related to the replacement transaction.
Brooks Brothers states that the applicable return shipping fee can be waived for an exchange-type replacement transaction and that an original promotional price may be honored under the current exchange procedure.
Brooks Brothers Refunds
After Brooks Brothers receives an eligible mailed return, the company currently asks customers to allow approximately 24-48 business hours for processing.
In most cases, Brooks Brothers says the refund should appear on the original payment method within approximately 3-5 business days after processing.
Certain third-party payment methods can take longer, including:
- PayPal
- Amazon Pay
- Apple Pay
- Klarna
Those refunds may take up to two weeks.
If a refund has not appeared:
- Check the return tracking.
- Confirm that Brooks Brothers received the package.
- Keep the return receipt and tracking number.
- Review the original payment method.
- Contact customer service after the applicable processing period.
Brooks Brothers Order Problems
The Brooks Brothers Help Center provides support for:
- Checking an order’s status
- Canceling or changing an order when possible
- Shipping status
- Wrong merchandise
- Missing packages or items
- Promotion-price problems
- Multiple payment authorizations or charges
Before contacting support, have:
- Order number
- Email address used for the purchase
- Order date
- Product name, size, color, and quantity
- Tracking information
- Description of the issue
- The resolution requested
Do not publish your full order number, delivery address, payment information, or account password in a public review.
Wrong or Damaged Brooks Brothers Order
If Brooks Brothers sends the wrong size, color, or product, or merchandise arrives damaged, contact customer service promptly.
Keep:
- The merchandise
- Original packaging
- Packing slip
- Order confirmation
- Photographs of any damage
- Shipping label
Brooks Brothers’ current return policy specifically provides exceptions to the normal mailed-return fee for merchandise delivered damaged or when the company sends the wrong item.
Brooks Brothers Sizing and Alterations
Brooks Brothers’ Help Center provides product-specific sizing information for merchandise including dress shirts, suits, belts, and other apparel.
For a suit or dress-shirt purchase, check:
- Chest measurement
- Jacket size
- Jacket length
- Waist
- Inseam
- Dress-shirt neck size
- Sleeve length
- Fit designation
If you plan to have merchandise altered, confirm that you intend to keep it first. Brooks Brothers lists altered merchandise among items that cannot be returned through its normal return policy.
For Made to Measure, Made On Demand, or special-order merchandise, review the applicable terms before placing the order because those products are also excluded from standard returns.
Brooks Brothers Rewards
Brooks Brothers Rewards is the company’s loyalty program for eligible U.S. purchases.
Members can earn points on eligible purchases made through participating Brooks Brothers retail and factory stores and BrooksBrothers.com.
The program includes membership levels and reward certificates, with benefits varying according to the current program terms.
For a rewards issue, have:
- Rewards account email
- Purchase date
- Order or receipt information
- Points expected
- Reward certificate information
Use the official Brooks Brothers Rewards page for current benefits and program rules.
Brooks Brothers Credit Card Help
The current Brooks Brothers World Mastercard is issued by First Electronic Bank and serviced by Imprint Payments, Inc.
Credit-card account questions should be handled through the card servicer rather than ordinary merchandise customer service when the issue involves:
- Card payments
- Statements
- Interest charges
- Late fees
- Unauthorized card transactions
- Card-account access
Brooks Brothers’ current Rewards terms list Imprint support at:
- Imprint Support Phone: 1-888-893-8847
- Imprint Email: support@imprint.co
Use the official Brooks Brothers Credit Card page for current card information.
Brooks Brothers Customer Service Reviews and Complaints
CustomerServiceNumbers.com currently displays 0 out of 5 stars based on 0 Brooks Brothers customer reviews.
Because no reviews have been submitted on this CSN listing yet, there is not enough firsthand CustomerServiceNumbers.com feedback to identify reliable positive or negative customer-service trends involving Brooks Brothers clothing quality, orders, shipping, returns, refunds, sizing, product availability, or customer support.
The previous version of this page described general praise for Brooks Brothers clothing and customer service and complaints involving fulfillment, returns, and product availability. Those statements were not supported by reviews submitted to this CSN listing and should not be treated as CustomerServiceNumbers.com review findings.
How to Escalate a Brooks Brothers Customer Service Complaint
- Identify whether the problem involves an order, store purchase, return, refund, Rewards account, credit card, alteration, or product issue.
- Call Brooks Brothers customer service at 1-800-274-1815 or use online chat.
- Provide the order, receipt, product, and tracking information privately.
- Explain the resolution you are requesting.
- Keep customer-service emails, chat records, shipping receipts, return tracking, and refund information.
- Ask for additional review if the first customer-service contact does not resolve the issue.
- For credit-card billing disputes, contact the current card servicer rather than relying solely on Brooks Brothers merchandise support.
Brooks Brothers Corporate Information
Brooks Brothers’ current website identifies the U.S. operating company as BB OpCo LLC.
Brooks Brothers is part of the Catalyst Brands retail portfolio. Catalyst Brands was formed from the combination of SPARC Group and JCPenney and currently includes Brooks Brothers among its retail brands.
Ken Ohashi serves as Brand CEO for Brooks Brothers and Nautica.
Authentic continues to include Brooks Brothers in its portfolio of owned brands and manages the brand’s intellectual-property and licensing interests.
For headquarters and corporate-office information, see Brooks Brothers Corporate Office Headquarters.
The COH page currently lists:
- Brooks Brothers Corporate Address: 346 Madison Avenue, New York, NY 10017
- Main Customer Service Office: 100 Phoenix Avenue, Enfield, CT 06082
- Customer Service: 1-800-274-1815
- International: 1-860-741-4800
Corporate-office contacts should not replace ordinary customer service for routine order tracking, returns, shipping, or refunds.
Frequently Asked Questions
What is the Brooks Brothers customer-service phone number?
Call Brooks Brothers U.S. customer service at 1-800-274-1815.
What are Brooks Brothers customer-service hours?
Brooks Brothers currently lists phone and chat support Sunday-Saturday from 8 a.m.-9 p.m. ET.
Does Brooks Brothers have live chat?
Yes. Brooks Brothers provides chat through its website during the same published 8 a.m.-9 p.m. ET daily customer-service hours.
How long do I have to return Brooks Brothers merchandise?
Eligible merchandise can currently be returned within 60 days of the purchase date when it meets Brooks Brothers’ return requirements.
Does Brooks Brothers charge for mail returns?
Brooks Brothers currently deducts a $7 return fee for most mailed returns. The fee is waived in certain situations, including damaged merchandise, incorrect merchandise, and eligible in-store returns.
Does Brooks Brothers offer exchanges?
Brooks Brothers does not currently operate a traditional direct-exchange program. Return the eligible original product and place a new order for the replacement size, color, or fit.
How long does a Brooks Brothers refund take?
Brooks Brothers says received returns are generally processed within 24-48 business hours. Most refunds then appear within 3-5 business days, although certain third-party payment methods can take longer.
Who operates Brooks Brothers?
The Brooks Brothers website identifies BB OpCo LLC as its operating entity. Brooks Brothers is part of the Catalyst Brands portfolio, while Authentic owns the Brooks Brothers brand intellectual property.
Where is Brooks Brothers customer service located?
Brooks Brothers lists its Customer Service Manager mailing address as 100 Phoenix Avenue, Enfield, Connecticut 06082.
Related Clothing Customer Service Pages
Related Brooks Brothers Corporate Resource
Why Trust CustomerServiceNumbers.com?
CustomerServiceNumbers.com has helped consumers locate customer-service information and share customer-service experiences since 2004. The site is independent and is not owned or operated by Brooks Brothers, BB OpCo LLC, Catalyst Brands, Authentic, Imprint, or a Brooks Brothers retail store.
Share Your Brooks Brothers Customer Service Experience
If you contacted Brooks Brothers about an online order, store purchase, return, refund, wrong item, damaged merchandise, sizing, alteration, rewards account, credit card, missing package, or another customer-service issue, describe what happened, which support method you used, how Brooks Brothers responded, and whether the problem was resolved.
Privacy warning: Do not publish your full order number, home address, telephone number, private email address, payment-card information, Brooks Brothers World Mastercard number, account password, reward certificate number, tracking number, or private customer-service correspondence containing personal information in a public review.
Customer Service Information Disclaimer
CustomerServiceNumbers.com is an independent consumer-information and review website and is not affiliated with Brooks Brothers, BB OpCo LLC, Catalyst Brands, Authentic, Imprint, or any Brooks Brothers store. CustomerServiceNumbers.com cannot access Brooks Brothers orders, process returns, issue refunds, alter clothing, change orders, manage Rewards accounts, resolve credit-card billing disputes, or respond on behalf of Brooks Brothers. Phone numbers, hours, return rules, fees, corporate information, reward terms, and support procedures can change. Verify important information through Brooks Brothers’ official Help Center before relying on a deadline or sending merchandise.