• Returning an Online Order
• Returns Timeframe
• Refunds
• Exchanges
• Returning to a Store
• Items That Cannot Be Returned
• Faulty or Incorrect Items
• International Returns
• Need Help?

Returns, Refunds & Exchanges

We want you to be completely satisfied with your Brook Taverner purchase. If something is not quite right, you can return your item to us, provided it is in its original condition.

Please note that we no longer include paper returns paperwork inside parcels. All online returns must now be registered through our returns portal.

Returning an Online Order

To return an item purchased online, please use our returns portal:

Start your return here

You will need your order number and the email address used when placing the order.

Once your return has been registered, the portal will guide you through the return options available and provide the information needed to send your item back to us.

Please do not send items back without first registering the return through the portal, as this may delay your refund.

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Returns Timeframe

You may return items for a refund, provided they are received at our warehouse within 28 days of the original despatch date and are:

• Unworn
• Unwashed
• Unaltered
• In a resalable condition
• Returned with all original labels and tags attached

Please allow sufficient time for your chosen courier to deliver your return, as returns must arrive back in our warehouse within the 28-day period to qualify for a refund to the original payment method.

Returns received after the 28-day period, but within our extended returns window, may still be accepted provided they meet the conditions above. In these circumstances, any refund will be issued as a Brook Taverner credit, gift card or e-voucher, rather than to the original payment method.

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Refunds

To be eligible for a refund, your return must be received at our warehouse within 28 days of the original despatch date.

Once your return has been received and checked, your refund will be processed.

Refunds are normally made back to the original payment method used to place the order. Please allow several working days for the refund to appear in your account once processed, as timescales can vary depending on your bank or payment provider.

Original delivery charges are not normally refunded unless the item is faulty, incorrect, or your full order is cancelled in accordance with your statutory rights.

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Exchanges

We no longer offer exchanges through our online returns process.

If you need a different size, colour or style, please return the unwanted item through the returns portal and place a new order for the replacement item.

Exchanges may still be available in Brook Taverner stores, subject to stock availability. Please bring your proof of purchase or order confirmation with you.

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Returning to a Store

You can return online purchases to any Brook Taverner store, provided the item meets our returns conditions.

Our store teams can assist with returns and, where stock is available, may be able to help with an exchange.

Please bring:

• Your order confirmation or proof of purchase
• The item you wish to return
• All original labels and packaging where possible

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Items That Cannot Be Returned

For hygiene reasons, certain items cannot be returned unless faulty. This may include underwear, socks or other sealed hygiene-sensitive products once opened.

Altered, worn, damaged or marked items cannot be accepted for return unless they are faulty.

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Faulty or Incorrect Items

If you believe your item is faulty, damaged, or you have received the wrong item, please contact Customer Services before returning it.

This helps us resolve the issue as quickly as possible and ensure you are not disadvantaged for a mistake or fault.

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International Returns

International customers should also register returns through our returns portal:

Start your return here

The portal will show the return options available for your location.

Any customs duties, taxes or import charges paid locally are not normally refunded by Brook Taverner. You may need to contact your local customs authority regarding any possible reclaim.

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Need Help?

If you have any questions about your return, refund or exchange, please contact our Customer Services team.

When contacting us, please include your order number so we can help you as quickly as possible.

Email: [email protected]

Telephone: 01535 251950