Help & Contact

Please select the subject below and click for more information.
  • How do I place an order?

    Placing an order is made easy, select a category or designer from the top navigation menu or search to find a brand, style or trend.

    Select the size of the item you require and click 'Add to bag', if that's your final purchase then click 'proceed to checkout'.

    Sign into your account if you have one already, if not simply enter your email address to proceed. 

    Enter your address and payment information and select a delivery method to complete your order. Once your order has been confirmed, it will be prepared and dispatched to you. We will keep you updated every step of the way! 

  • How will my order be packaged?

    Your order will be packed by our picking and packing team who take extra care with ensuring the item is wrapped and secured nicely, all orders are placed into a protective Brother2Brother box. Additional branded items such as protective bags will be included if provided by the brand designer.

  • How do I cancel or make changes to my order?

    All orders are processed quickly for dispatch, please contact our customer service department at customerservice@brother2brother.co.uk as soon as possible to cancel or amend your order. Unfortunately, we are unable to add additional items to your order but recommend placing a new order any additional items.

  • My item is missing

    We may have sent your item separately, please check your emails to see if any of your items will be arriving separately. If an item is missing please contact customerservice@brother2brother.co.uk with your web order number, product name or description of the item and we will resolve the issue as soon as possible.

  • Can I order an item as a gift for someone?

    Unfortunately, we do not offer a gift-wrapping service. You can use their address as the delivery address, however, the paper invoice will be included in the packaging - so the price won't be kept a secret!

    In the unlikely event that there's an issue with the order, we will only be able to discuss the issue with the customer who placed the order.

  • When will my discount be applied?

    Most valid promotion codes will apply as soon as they have been entered, however, if the promotion is country specific (UK/International only, for example) it may only apply once you enter your delivery address.

  • I've received the incorrect item

    In a rare instance that our picking and packing team send you the incorrect item to your order we want to rectify this as quickly as possible - please follow our returns information by clicking here and state on the paper invoice 'Wrong item received'. Please also obtain a copy of the postage receipt so we can reimburse this for you for our error. 

  • Are Brother2Brother items authentic?

    All of our items are from the best luxury fashion brands around the globe and we guarantee that all items are authentic. Authenticity cards and serial numbers may not always be included with your item if the designer has not supplied them.

  • Where can I find size information?

    Click on 'Size Guide' on the items page to view our conversion chart. Alternatively, for a more in-depth measurement you can email customerservice@brother2brother.co.uk

  • Can I reserve an item to buy later?

    Unfortunately, we aim to provide our customers with a fair opportunity. As some of our products are often limited, we cannot reserve items. Please be advised that placing an item in your bag does not reserve it.

  • What if I'm not home or miss my delivery?

    If you or a member of your family isn't home to sign for the parcel, the parcel will be taken to your local courier depot. The delivery driver will post a calling card which will provide you with the information on how to collect your parcel.

  • How can I track my parcel?

    You will be notified by the courier service one your item has been dispatched from our warehouse. Alternatively, you can contact our customer service representatives at customerservice@brother2brother.co.uk who will provide you with the tracking information.

  • Can my parcel be left in a safe place?

    Unfortunately, our courier services will often require a signature from someone who resides at the address, however, if there's nobody home they have the authorization to leave the item either in a safe place or with a neighbour.  

  • When will I receive my refund?

    Once your returned item has been returned to our returns department, we aim to process the refund within 1-2 working days. A refund may take up to 5 working days to appear in your bank account depending on your bank account provider.

  • I've returned my item for a refund out of the returns policy

    We offer a 14-day return policy for items to be refunded, this is from the date the item was delivered to your delivery address. If we receive the item after the 14 days, we will issue you an e-wallet credit note, this can be used on your Brother2Brother account for future purchases.

  • I've returned my item with no labels or tags attached

    We request that all items are returned in the same condition they were sent out in, including labels and tags and for the item not to be appeared worn or washed. If this is  the case ,we have the right to refuse the item(s) and we will send the item(s) back out to your delivery address.

  • What if my size isn't in stock for an exchange?

    If your requested size isn't currently in stock, we will issue you a  refund if the item is still within our returns policy, if not we will issue you an e-wallet credit note that can be accessed on your Brother2Brother account.

  • My item is faulty

    We conduct a very strict protocol where all of our items are quality checked - if an item appears to be faulty we urge you to contact us at customerservice@brother2brother.co.uk with your WEB reference number, product code and the description of the fault where we can arrange to retrieve this back to us for inspection to rectify this issue as quickly as possible. 

  • Can I purchase from sites that look like Brother2Brother?

    Whilst we're aware that there are some websites that try to imitate what we do. We know about most of these sites but it can take a short while for them to be taken down. To make sure you are purchasing from Brother2Brother only purchase from our official websites:

    www.brother2brother.co

    www.brother2brother.co.uk 

  • Will my personal details be safe?

    We keep your personal data private and confidential and only give it out with your consent or if we are legally permitted to. You can find more information by viewing our Privacy Policy here.

  • How do I change the currency?

    You can change the currency by clicking the currency sign on the top right corner. This can be changed to British Pound Sterling, US Dollars or Euros.

  • My payment won't process

    If you're having difficulty proceeding with checking out your basket, we advise you first to ensure all billing information and the delivery address is entered correctly. Ensure you have the available funds if you still encounter issues please contact us at customerservice@brother2brother.co.uk where we can assist you further. 

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