Brentford - Contact Us

If you have a query, please check our FAQ's below. Alternatively you can email our online team using the email address below. We hope to respond to all enquires within 48 hours. The store team are unable to assist with online enquires, all online enquiries must be logged using the email below. 

Please use your order number in the subject line for the team assist quicker. If you do not have an order number, please share your full name and address for the team to locate an account linked to your order. 

If you wish to contact the store team for any store related enquires, please contact us directly on: 020 8847 2511 and select Option 4 

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

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

  Please note Brentford FC will collect TAX and Duties for all transactions up to €150, customers will be responsible for all TAX and Duties for transactions that exceed €150. For Customers outside the EU, please note that all Tax and Duties will be your responsibility. 

• 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

  Please note Bank holiday and Public holiday hours may vary. Ensure to check https://shop.brentfordfc.com/ for more information. 

  Matchdays hours 

  Monday to Saturday 

  Store will open at 9am and will close an hour after the final 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 store customers only. 

  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 their own shirts for the team to personalise. This service is at owners own risk, we will not be liable for any damages caused during this process. 

  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 for the inconvenience caused. Customers can return their item/s to the store 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?

  For online purchases please contact our online team. If your return is regarding a in-store purchase, please contact the store directly to discuss your return.  

• 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 please contact our online team to discuss your return.

  We are also able to process online returns in our store.

  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. 

  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 a personalised 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, to ensure we can sort this error out as soon as possible, please contact our online team directly 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?

  Please contact our online team directly to discuss any changes. We are unable to make amendments to orders once it has been despatched.  

• 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.