Brentford - Contact Us

We understand some customers were not able to contact our online team using the online@brentfordf.com account, please accept our sincere apology for the inconvenience caused. Please forward your enquiries to onlineshop@brentfordfc.com. 

If you have a query, please check our FAQs below. If you haven't found the answer then please complete the details in the form below and send. We will respond to your query as soon as possible or you can contact us directly on: 020 8847 2511 and select Option 4 or

For online related enquiries, please email onlineshop@brentfordfc.com 

Read the 2024/25 away & third shirt free item promotion FAQs.

If you are making an order related enquiry, please include your Order Number and Confirmation Ref.

• Will I have to pay import charges or other delivery costs?

  Please note due to some technical issues between our couriers we are unable to process Tax and Duties at checkout, all customers will be responsible for all Tax and Duties at the point of delivery. 

• Where is the Bees Superstore located?

  Brentford Superstore
  Kew Bridge Distribution Centre
  Lionel Rd South
  Brentford
  TW8 9QR

• What are the Opening hours for the Superstore?

  Monday to Saturday
  09:00AM to 18:00PM
  
  Sundays
  10:00AM to 16:00PM

  Matchdays hours 

  Monday to Saturday 

  9am to close an hour after the full-time whistle 

  Sunday 

  Opening hours will vary, please see our pre-match emails for more information. 

  
  Please note Sunday hours may vary based on home fixtures.

• Does the Superstore have parking facilities?

  We currently have limited Customer parking spaces outside the store, these spaces are designated for our customers. Unattended vehicles will be clamped.

  Please note, the parking spaces are only available on non-matchdays.

• Are there any bicycle parking facilities at the Superstore?

  We currently have no bicycle parking facilities at the store however customers are welcome to use the racks located at 27 Great West Road. (Sega building across the store)

• Can I bring my dog into the store?

  Unfortunately, no pets are allowed in the store. Except for guide dogs.

• What payment methods does the Superstore accept?

  We are currently accepting all Visa and MasterCard payments in our store.

  
  Please note we are unable to process American Express payment methods at this moment.
• Can I get my shirt printed in store ?

  Yes, customers can also bring a previous purchase to get it printed.

  Please note, if the customer wishing to get their own shirt printed, we may refuse printing if the shirt is damaged, worn on the day or not an official product.
• What do I do if I recently made a purchase, and the cashier left the security tag on my item?

  Please accept our sincere apology on the inconvenience caused. Customers can return their item/s to the address above. All customers are required to enclose a proof of purchase and a cover note with their details within the package. Once we receive your package, a member of staff will contact you on the details enclosed in the package to confirm the next steps. Once again, we would like to apologies for the inconvenience caused.

  What is your returns policy for both online and in-store purchases?

   Please email our team before sending any returns. 

• What is your returns policy for both online and in-store purchases?

  Our current exchange and refund policy is only valid for 28 days. Customers are required to provide proof of purchase to qualify for an exchange or refund. Non faulty items will need to be in resalable condition.

  We will only accept returns on products after 28 days if the item was sold to you faulty. If this is not highlighted within the 28 return policy we will deem this as 'wear and tear'. 

  Please note, any refund requested within the 28-day policy with a valid receipt will be debited to the customers initial debit/master card, we will also not provide refund or exchange on personalised shirts)
• What is your Gift card/voucher policy?

  All gift card/vouchers are only valid for 12 months.

  Please note, all gifts’ card/vouchers are non-refundable or exchangeable.
• How can I find out if my gift card/voucher is still valid?

  To find out if your gift card is valid, please email onlineshop@brentfordfc.com with the long card number and the 3-digit security code. You can also visit our store for any gift card enquires.

  Gift vouchers are only valid for 12 months after the purchase date located at the bottom right.

• Unfortunately, customers are no longer able to collect points in-store or online.

• I’m a member do I get discount?

  Members do not qualify for any discount, however members will receive special offers and discounts specifically for members throughout the season, this will either be communicated through emails or online.

• I recently purchased a product but there seems to be a fault with my item, what do I do?

  If you made a purchase instore, please return your item back to the store address above. Ensure to enclose your proof or purchase with your contact details for the team to confirm. 

  Purchases made from online can be returned to the store but please this may take longer to process. . 

  We recommend all returns to be processed as signed for services, this enables us to track any returns.
• What do I do if I wish to return an item for an exchange?

  If you made a purchase instore, please return your item back to the store address above. Ensure to enclose your proof or purchase with your contact details for the team to confirm. 

  Purchases made from online can be returned to the store but please this may take longer to process.  

  We recommend all returns to be processed as signed for services, this enables us to track any returns.
• Where is my order?

  Please note orders can take up to 3-5 working days to deliver once it is despatched. if you have personalised your shirt this may take slightly longer. Please contact onlineshop@brentfordfc.com with your order reference number for the team to investigate this for you.

• My tracking link does not work/ how can I track my order?

  Customers can track their UK orders by going on to https://www.yodel.co.uk/track

  if you are experiencing issues with your tracking, please email our support team. 

• I’ve received an incorrect item in my order, what do I do?

  Apologies for the inconvenience caused, we want to sort out any issues with incorrect items straight away. Please return your incorrect item with a cover letter and member of the team will contact you to discuss the next steps.

• I’m missing an item/s from my order, what do I do?

  There can be multiple reasons for this

  • Please check your bank account or other payment accounts as we may have refunded a missing item/s due to insufficient stock.
  • Alternatively, please contact onlineshop@brentfordfc.com for a member of staff to investigate this issue.
• Can I amend my order after I’ve placed it?

  There are varying time limits in which you make amendments to your order, we advise that all changes must be reported to shop@brentfordfc.com within the 60 minutes of ordering. If the order has been despatched, we are unable to make any amendments.

• Can I return an online order to the store for exchanges or refunds?

  We encourage all our customers to visit our store for any enquires they may have; this will help us deal with the enquiry quicker. However, we also understand customers may not be able to travel down so please use our other services to help resolve your enquiry.

• How can I check that you have received my returned items?

  We advise that all returns should be returned to us as signed for, this allows us to track any returned items that we may have not received. If you have already used this service, please allow 5-7 working days for a member of staff to contact you to discuss the next steps with your return.

  We recommend all returns to be processed as signed for services, this enables us to track any returns.
• I just received an email confirming that my order has been despatched but also received an email for a refund, what does this mean?

  Unfortunately, we were unable to fulfil an item/s in your order, therefore had to process a refund for those item/s. However, you should receive a call/email from a member of staff to confirm this prior to receiving your refund email.

• Can I check to see if a stock will be available again?

  We are more than happy to answer any stock related emails/calls however please be advised that we are unable to give specific dates. Our deliveries are dependent on our suppliers and shipment services.

  Alternatively, you can call our store to check for a specific stock. Please have the product code available to provide. Please call 0208 847 2511 and select option 4.

• Can I still do Click and Collect?

  **Please note that the Click and Collect service is currently unavailable**

  All orders must be collected within 72 hours after confirmation email. 

  Please ignore the first email, this email is to confirm that your order was completed by our warehouse. The second email will be to confirm that your parcel is now ready to collect from the Brentford Super store. 

  A valid photo ID must be presented when collecting.

  If the parcel is not being collected by the recipient, please email the name and surname of the person collecting the parcel on your behalf. A valid photo ID must be presented by the individual collecting. 

  Orders not collected within 72 hours will be cancelled and refunded. 

  Please note that the Click and Collect service is not available on Matchdays.