Frequently asked questions
What is the delivery time for my order?
Once you've ordered something from Brooks, the delivery time may be different from what you expect. Because our products are shipped directly from our suppliers, we can make significant savings on shipping and transportation costs. As a result, we can offer our products at very competitive prices.
The average delivery time is 7 to 12 working days (Mon-Fri, excluding public holidays).
What should I do if I haven't received my order yet?
Due to high demand for our products, there may be delays in delivery. If the expected delivery time has passed and you still haven’t received your order, please send an email to info@brookslondon.com. We will investigate the issue and assist you accordingly.
I want to exchange/return my order, how do I do this?
To return an order, please contact our customer service via info@brookslondon.com. Include your name and order number (e.g., #0000) from the confirmation email in your request. We will provide you with instructions for the return. Once you receive the instructions, you can send the product back to us using a courier of your choice.
What are the costs of returns?
Unfortunately, return shipping costs are your responsibility. The cost will depend on the courier you choose. Please check the website of the courier you plan to use for more information on pricing.
What are the conditions for returning my product(s)?
You have a return period of 30 days, starting from the day you receive the item. To return a product, it must meet the following conditions:
- The return period has not expired.
- The product is in its original packaging with all labels still attached.
- The product has not been used.
What payment methods can I use?
We accept payment by Credit Card. If you’re unsure whether your payment method was accepted, follow the steps on the payment page and explore all available options. All transactions are processed through secure and reliable payment systems, ensuring 100% safety.
What if I haven't received a confirmation email for my order?
If you have not received a confirmation email, please send an email with your full name and email address to info@brookslondon.com. We will assist you promptly.
Can I cancel my order?
If you wish to cancel your order for any reason, send an email to info@brookslondon.com as soon as possible. Please include your name, order number (e.g., #0000) from the confirmation email, and the reason for the cancellation.