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Help & Contact

Please select the subject below and click for more information - For more info please call or WhatsApp on (+44) 0333 015 4624
  • 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 been confirmed it will be prepared and dispatched to you. We will keep you informed every step of the way! 

  • 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  or by phoning 0333 015 4624  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 for any additional items. We are unable to make changes to the shipping details unless this is a spelling mistake etc. 

  • 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. 

    However, you can purchase gift vouchers online for use on our website only.

  • Do you accept gift vouchers online?

    You can purchase online gift vouchers via our website.

    However, when purchasing an online gift voucher, please note they are only applicable for use online. They cannot be used for in-store purchases. 

    Once you have purchased the online gift voucher, you will receive an email to the email address you have chosen along with the choice of image and a code for the intended recipient of the voucher to use when checking out after they have finished shopping with us. 

  • 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(s) are 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.

  • My item is missing

    We may have sent your item(s) 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 reference number, product code or description of the item and we will resolve the issue as soon as possible.

  • 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 the incorrect item to you, 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 the cost for our error. We want to rectify

     any wrong item issues as quickly as possible. If you are unsure of how to proceed please email customerservice@brother2brother.co.uk

  • You haven't replied to my query?

    We aim to respond to all queries within 1-2 working days, however, sometimes we can be extremely busy which can cause delays. We strive to provide quick and excellent service and understand this can be frustrating, our customer care team appreciate your patience. 

  • I want to Buy Now, Pay Later.

    Klarna will perform a soft credit search. If the option isn't visible upon the check-out section it may mean you're not eligible at this time or perhaps exceeded your limited using their services.


    We're unable to provide you with in-depth reasoning due to data protection, however, you may get a bit more of an insight as to why by viewing the FAQS here: https://www.brother2brother.co.uk/klarna-i43

  • I've forgotten my password?

    Simply enter your e-mail address upon the log-in page and click 'Forgot Password'. You will then receive an email with information on how to reset your password. 

  • I can't access my account

    If you're experiencing issues accessing your account, then please ensure you are entering the correct information. Alternatively, please contact us at customerservice@brother2brother.co.uk or via phone (+44) 0333 015 4624 where we can assist further. 

    Please be advised for security reasons, security questions will be requested.

  • 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. 

  • Are Brother2Brother items authentic?

    All of our items are from the best luxury fashion brands from 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. 

  • Is it safe to order online?

    You can use any major credit or debit card. We also accept PayPal to shop with us. We take security very seriously so you can rest assure that your details will remain safe with us.

  • NHS Discount

    To show our appreciation to all of the NHS workers who have been working continuously throughout these difficult times, we will be offering a 10% discount code to help with your purchases. 

    To redeem the 10% discount code, all you have to do is e-mail our Customer Service Department - customerservice@brother2brother.co.uk with a copy of your NHS I.D and one of our representatives will be able to send you the code.

    Please note all orders must be placed in the same name as the identity card, otherwise we will not be able to process your order. This applies to full-priced products only. 

  • Can I change the shipping address?

    For orders placed online we do provide the option to ship to an address different to the billing address. However, for security reasons, this service is discretionary. We reserve the right to only ship to the billing address, or to verify details with our customers before shipping to a different address.

    If you have made a mistake with your shipping details please contact our Customer Services team immediately by calling (+44) 0333 015 4624 and we will try to advise.

    Please be advised, due to the speed at which our dispatch team work we cannot make guarantees to change addresses prior to shipping. If your order is awaiting dispatch or has been dispatched we are unable to amend the shipping address.

  • Brexit

    Due to recent changes in the UK and EU's trade agreement, customers living within the EU will no longer be charged VAT, on their purchases. 

    Please note, your order will be shipped on a DAP (Delivered At Place) service and you may be required to pay duties and taxes on your purchase when it arrives in the destination country. FedEx will contact you in advance of delivering the goods.

    Unfortunately, we have no control over these charges, and cannot advise on what the cost might be, as customs policies vary widely from country to country. We recommend contacting your local customs office to obtain the current charges before completing your purchase. 

    Please note, we cannot undervalue orders or mark them as a gift. 

  • Delivery Options

    Standard Delivery

    We offer standard delivery on all online orders within the UK - this will be delivered within 2-5 working days of your order.

    - There is a standard delivery charge of £3.99 for this service

    - Orders placed online over £70 will qualify for FREE Standard Delivery - valid for UK shipping only and only includes full priced item(s) only.

    - Standard deliveries are dispatched via DPD.

    - All orders placed before 3 pm Monday - Friday will be dispatched the same day (subject to stock availability).

    On rare occasions, your order may be split into two deliveries due to stock levels at our central warehouse.

    Next Day Delivery

    We offer a next day delivery on all online orders within the UK - this will be dispatched using a next day delivery service with DPD.

    - There is a standard delivery charge of £7.99 for this service

    - Next day delivery is only available on orders placed before 3 pm Monday - Friday - orders placed after this time or on a weekend will be dispatched the next working day (subject to stock availability).

    Please note we do not process any orders on UK Bank Holidays.

    For queries regarding delivery please contact our Customer Services via e-mail or speak to an adviser via our live chat service.


    Customer Service E-mail - customerservice@brother2brother.co.uk

    International Delivery

    If purchasing from outside of the UK, you can find out which delivery charge applies to your country by proceeding to the Checkout and selecting your Country of shipping from the drop-down menu. We do not cover duties and taxes, we recommend using a duty import calculator click here.

    This will then automatically re-assign the correct delivery zone and postal rate.

    All International and European deliveries will be dispatched via FedEx International Priority.

  • 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 you have opted for the parcel to be left in a safe place - should the parcel appear to go missing then the onus falls on you. We are not liable for lost parcels that you have requested to be left in a 'safe place'. 

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

    If there's nobody available at the delivery address to sign for the parcel, the item will either be left in a safe place, delivered to a neighbour or taken to your local courier depot. The delivery driver will post a calling card through your door which will provide you with information on how to collect your parcel. 

  • How do I return my item?

    If you are not completely satisfied with your purchase we are able to offer you a full refund within 14 days of receiving your goods.

    - The item(s) must be returned in their original condition with all original labels and tags attached - failure to do so will automatically make your refund or exchange invalid.

    - If you do not have access to a printer then please feel free to write all your details along with your order number the reason for return and indicate if its for an exchange or refund etc.

    For international delivery we can provide you with a FedEx returns label for a cost please contact customerservice@brother2brother.co.uk for more details.

    - Return postage cost and risk are of the responsibility of the buyer.

    - For hygiene purposes, we are unable to return or exchange swimwear, underwear or sunglasses.

    All returns apply to WEB purchases only.

    Returns Address

    Customer Service Returns

    Maronmarch Ltd

    Unit 20, Cam Centre

    Wilbury Way


    SG4 0TW

  • Have you received my returned item(s)?

    We recommend all items are sent via record delivery so you are able to track when your item(s) have been delivered to us and which member of our team signed for it.

    To track your parcel, simply enter the tracking number given to you by the post office and enter this on the courier service you used website.

  • My item is faulty

    We conduct a very strict protocol, in which 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 description of the fault.

    We can then arrange to retrieve this item back to us for inspection to rectify this issue as quickly as possible.

  • When will I receive my refund?

    Once your order has been returned to our returns department, we aim to process the refund within 1-2 working days. 

    A refund may take up to 5-10 working days to appear on your bank statement depending on your bank account provider. 

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

    We operate 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(s) after the 14 days but is still within 30 days we will issue you an e-wallet credit note, which can be accessed via your Brother2Brother account and used for future purchases. 

    If the item is returned after 30 days, we will send this back out to the delivery address placed on the order.

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

    We request that all items are returned in the same condition they were sent out in, including all labels and tags attached and for the item to not of been worn or washed. 

    If items are returned not in their original condition, we have the right to refuse the item(s) and will send the item back out to your original delivery address. 


  • What if my size is not in stock for an exchange?

    If your requested size is not 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 via your Brother2Brother account and can be used for future purchases. 

  • Christmas Returns

    We always aim to extend our Christmas returns.. this will be announced nearer the time. 

  • Can I return my item that I purchased in store?

    Unfortunately, in-store purchases are only eligible for an exchange which has to be made within 28 days of the purchase. 

    Items must be in the same condition they were purchased in, including all labels and tags still attached. 

    Proof of purchase is required.

    Please note - We do not accept underwear , facemask or socks to be returned for either an exchange or refund due to hygiene purposes.

  • Where are your stores?

    We have 6 stores in the U.K, which are located in the following areas.


    • Basildon
    • Crawley
    • Meadowhall
    • Milton Keynes
    • Reading
    • Southend

    For more information and opening times please click here. 

  • How do I change the currency?

    You are able to change the currency by clicking the currency sign in the top right corner of the home page. 

    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 to firstly ensure all billing information and the delivery address are entered correctly.

    Ensure you have the available funds, if you still encounter issues please contact customerservice@brother2brother.co.uk or via phone on 0333 015 4624  where we can assist you further.

  • I want to submit a formal complaint

    We strive to deliver excellent customer service, however, it is important to know we're satisfying our customers - therefore if you are unhappy then you can raise your complaint with all of our Customer Care Advisors, alternatively you can email: _______________.