Shipping, Billing & Returns


Returns & Exchanges

A $9.95 return shipping fee will be deducted from all return orders, unless:

  • Packaging or handing errors that resulted in incorrect products being shipped
  • Any manufacturing defects or quality issues that are not the fault of the customer

How can I return an item?

  • You can either login to the website and go to your “order history” or go to your confirmation email where you will find the URL to our Digital Self Service Returns portal.
  • Once you click on the URL you will be guided to select the line items you want to return along with the reason code for the return.
  • You will see a summary of your requested return and estimated refund.
  • Once confirmed you will be presented with a summary page which details the next steps in the return process, including the ability to view or print your return label. You will also receive an email to confirm the return, including return shipping label.
  • Refund will be processed once item(s) are received at the DC.

Can I exchange an item in my New Hire Kit for a different size? If so, how do I do that?

  • Yes, you can exchange like-for-like items from your kit for a different size by using the Digital Self Service Portal. You will find the URL for the portal in your order history and on your order confirmation email.
  • Follow the prompts to select the item you want to exchange; it will take you to that item and allow you to update the size. Will also be prompted to select reason code for exchange.
  • You will then be presented a summary page which details next steps in the process including the ability to view and print a return label for the item that you are exchanging. You will also receive an email to confirm the exchange, including return label.
  • You will receive a confirmation email once your item has been received at Brooks Brothers with a tracking number for the item in the new size. Your exchange will ship once your original item has been received at the warehouse. You will receive an email with tracking number as soon as it ships.

Can I return an item in my new Hire kit and exchange it for a totally different item?

  • NetJets provides all new hires with a standard uniform kit at the Company’s expense.
  • You can only exchange like for like items (i.e.: size ordered did not fit, you can exchange for a different size of the same item)
  • All New Hires will receive “replacement credit” points to use on purchases, at the start of the following calendar year. Ex: you are hired in July, you will receive your credits annually the following January.

After I exchange my item, how long will it take to receive my new item?

  • After the item is received at Brooks Brothers warehouse, the new item will be shipped. Once the item is shipped, you will receive a new confirmation email with a tracking number.

After I return an item, how long will it take to see my refund or replacement credit?

  • After the returned item is received at Brooks Brothers warehouse it has to be inspected to ensure the item is in salable condition (in original packaging with tags). Once the inspection is complete, you will see your refund or replacement credits.

What if I receive my order and the item is not what I ordered or is the wrong size, what should I do?


What if I want to exchange an item for a size not listed on the website, what should I do?


Global Shipping Information


Can I select a shipping option?

  • Yes, there are 3 shipping options available. Ground, 2 Day and Overnight.

Shipping Method Prices

When can I expect my order to ship?

  • All orders placed prior to 10:30 a.m. (Eastern time zone) should be shipped out that day, after 10:30 a.m. orders will ship the following day.
  • Orders will ship 7 days a week excluding holidays.

Will I be notified upon shipment?

  • Yes. You will receive an email confirmation including the FedEx tracking number when your order has shipped.

What if my package is lost or damaged?

  • If your package is lost or damaged, you should contact the Brooks Brothers Customer Service center and they will work with FedEx and/or replace the order.

Can I redirect my package after it has been shipped?

  • FedEx cannot reroute a package after it has been shipped.
  • If this happens, please contact Brooks Brothers Customer Service Team at NetJetsUniforms@brooksbrothers.com or call 1-860-265-8590. They will contact FedEx and try to get the order returned to Brooks Brothers.
  • Wait for instructions from Brooks Brothers regarding reorder & shipping

Can Brooks Brothers ship international?

  • Yes, we have the capabilities to ship to Canada. FedEx will send the duty charges directly to the crew member.
  • We also have the capability to ship to Puerto Rico – ground only. Charges are listed on the shipping chart.

Billing & Payment

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

All required fields (noted with *) must be filled out in order to proceed

You will be asked to verify the address. We advise to use the recommended address to minimize potential shipping issues


Verify Address

We require an email address so we may send the order confirmation and tracking information for your purchases.

Once you have entered your payment method, click send 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

You will have 1 hour to modify your order (remove items or cancel). After 1 hour, the order is sent to the warehouse for fulfillment.


What are the payment options?

  • If you have available points, you will only have the option to use points.
  • Once points are exhausted, you will have the opportunity to enter a credit card.
  • You can have an order where you pay with both points and credit card

What credit cards are accepted?

  • American Express, Visa, Master Card, and Discover

Why do multiple charges appear on my payment method?

  • 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 but no funds are taken until the items are shipped.
  • Please note, sometimes orders are shipped in multiple packages and this might cause multiple, smaller posts on your bank statement for your single order.
  • Pending authorizations will show on your account as a “pending charge” and will clear automatically. In the event item(s) purchased are back-ordered, pending authorizations will continue to reflect on the payment method until the full order has shipped.
  • Depending on the payment type, pending authorizations may last:
    • Visa, Mastercard & American Express– 7 Days
    • Discover – 10 Days

Product Information

For any product information, please reference the FAQs and/or specific product pages.