Free UK Standard Delivery over £90

Pay in 3 Interest Free Payments

Worldwide Delivery Available

Before getting in touch, please take a look at our FAQs below, as you may find the answer you're looking for.

If you still need assistance with an online order, please email our Online team at [email protected]. We aim to respond to all enquiries within 48 hours.

To help us deal with your enquiry as quickly as possible, please include your order number in the subject line of your email. If you don't have an order number, please include your full name and address in the email so we can locate any orders you may have.

Please note that our Retail Store team cannot assist with online order enquiries. All online enquiries must be sent to the Online team using the email address above.

If you wish to speak to us, please contact the store directly on 020 8847 2511 Option 4 for Retail.

  • Option 1 – Speak to a member of the Club Shop team
  • Option 2 – Speak to a member of the Online Shop team

Alternatively, you can email:

Please note: The Retail Store team are unable to assist with online order enquiries, so please contact the Online team directly for any online purchases.

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

        Please note that all international orders may be subject to import duties, taxes, customs fees, and other charges imposed by the destination country. Any applicable charges will be displayed in your basket at checkout. We are not liable for any additional duties, taxes, fees, or charges imposed after checkout or beyond those included in your final order total.

        As customs policies vary by country, we recommend checking with your local customs office before placing your order to understand any potential charges.

        If an order is refused or returned due to unpaid customs duties or taxes, any return shipping costs, customs charges, or other associated fees may be deducted from any refund where applicable.

      • Where is the Brentford Store located?

        The Hive Store ( Opening times suggested below)
        Unit 1 Marsden House  
        4 Lionel Road South 
        Brentford
        TW8 0RY

        Brentford Superstore (Matchdays Only)
        Kew Bridge Distribution Centre
        Lionel Rd South
        Brentford
        TW8 9QR 

      • What are the Opening hours for the Brentford Store?

        Hive Store Opening Hours

        Monday to Saturday
        10:00AM to 18:00PM 

        Sundays
        10:00AM to 16:00PM

        Bees Superstore Opening Times

        The Bees Superstore is open on matchdays only. Please check matchday hours below for further details. 

        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 (The Hive Store)

        Store will open at 10am and will close an hour after the final whistle. 

        Sunday

        Sunday hours will vary depending on kick-off times. 

        Bees Superstore- Will be open 2 hours before kick-off and close an hour after the full-time whistle.

      • Does the store have parking facilities?

        Please note that we do not currently have customer parking available at the Hive Store.

        Blue Badge holders may park on the double yellow lines outside the store for up to 3 hours, where permitted. Please ensure you check the local parking restrictions and signage before leaving your vehicle, as restrictions may vary.

      • Are there any bicycle parking facilities at the Superstore?

        We currently have limited bicycle parking facilities at the Hive Store. 

      • Can I bring my dog into the store?

        Unfortunately, pets are not permitted inside the Retail Store. Assistance dogs, including guide dogs, are welcome.

      • What payment methods does the Superstore accept?

        We are currently accepting all Visa, MasterCard and AMEX payment methods in our store.

      • Can I get my shirt printed in store ?

        Yes, customers are also welcome to bring their own official shirts for personalisation.

        Please note that this service is provided at the owner's risk. While every care is taken during the printing process, we cannot accept responsibility for any damage that may occur to customer-owned items.

        We reserve the right to refuse personalisation on any item that is damaged, excessively worn, or not an official Brentford FC product.

        We also reserve the right to refuse any name, number, or wording that is considered offensive, abusive, discriminatory, or otherwise inappropriate.

      • What do I do if I recently made a purchase, and the cashier left the security tag on my item?

        Please return the item to The Hive Store at the address provided above. Be sure to include your proof of purchase and a cover note with your name, contact details, and return address.

        Once we have received your item, a member of our team will safely remove the security tag and contact you to arrange the return of your item.

        Thank you for your patience, and we apologise again for any inconvenience caused.

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

        We offer refunds or exchanges within 28 days of purchase, on the basis that you are able to provide a valid proof of purchase.

        To be eligible for a refund or exchange, items must be returned in a resalable condition, unless they are faulty.

        Returns received after the 28-day period will only be accepted if the item is found to be faulty. Any issues reported outside of this timeframe that are deemed to be the result of normal wear and tear will not qualify for a refund or exchange.

        For full details, please refer to the Returns section on the relevant product page or our Returns Policy.

        Please note that refunds will be processed using the original payment method wherever possible.

      • 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 check the balance or validity of your gift card, please email [email protected] and include the long card number along with the 3-digit security code. Alternatively, you can visit our Retail Store, where a member of the team will be happy to assist.

        Please note that gift cards are valid for 12 months from the date of purchase.

      • I’m a member do I get discount?

        Members do not qualify for any discount

        However, Members may receive exclusive retail offers and discounts throughout the season. These promotions will be communicated via email or through our official online channels when available.

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

        If you purchased your item in store, please return it to The Hive Store. Be sure to include your proof of purchase and your contact details so our team can assess the item and contact you if required.

        If you purchased your item online, please contact our Online Shop team before returning your item so they can advise you on the returns process.

        Online orders can also be returned in person at The Hive Store.

        If you are returning an item by post, we recommend using a tracked or signed-for delivery service, as this allows both you and us to track your return. We cannot accept responsibility for items lost in transit.

        if you require further assistance, please contact us on the number above.

      • What do I do if I wish to return an item for an exchange?

        If you would like to exchange an item purchased in store, please return it to The Hive Store at the address provided above. Please include your proof of purchase along with your contact details so our team can process your exchange.

        If you are returning your item by post, we recommend using a tracked or signed-for delivery service. This allows both you and us to track your return, as we cannot accept responsibility for items lost in transit.

        if you require further assistance, please contact us on the number above.

      • Where is my order?

        Once your order has been dispatched, delivery typically takes 3–5 working days. Please note that orders containing personalised items, such as printed shirts, may take a little longer to arrive.

        If your order has not arrived within the expected timeframe, please contact our Online Shop team at [email protected] and include your order reference number. A member of the team will be happy to investigate your order and provide an update.

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

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

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

        We're sorry that you've received the wrong item.

        Please contact our Online Shop team as soon as possible at [email protected], quoting your order number and providing details of the item you received. If possible, please also include a photo of the incorrect item to help us investigate your enquiry more quickly.

        A member of our team will review your case and advise you on the next steps to resolve the issue as quickly as possible.

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

        We're sorry to hear that an item appears to be missing from your order.

        There may be a few reasons for this. Before contacting us, please check your confirmation email and your bank account, as you may have already received a refund for an item that was unavailable due to insufficient stock or for other reasons. 

        If you have not received a refund or believe an item is still missing, please contact our Online Shop team at [email protected], quoting your order number. A member of the team will investigate the issue and get back to you as soon as possible.

      • 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.  

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

        We recommend returning all items using a tracked or signed-for delivery service. This allows you to track your parcel and confirm when it has been delivered to us.

        Once your return has been received, please allow 5–7 working days for our team to process it. If we need any further information, or to discuss the next steps, a member of our team will contact you using the details provided.

        If your tracking shows that your return has been delivered but you have not heard from us after 7 working days, please contact our Retail store with your order number and tracking details, and we'll be happy to investigate.

      • I just received an email confirming that my order has been despatched but also received an email for a refund, what does this mean?

        If this happens, the unavailable item(s) has been refunded, and the rest of your order will still be dispatched as normal. This means you may receive both a dispatch confirmation and a refund confirmation.

        Where possible, we aim to contact you before processing any refunds, however this may not always be possible during busy periods.

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

        We’re happy to help with stock enquiries; however, please note that we are unable to provide specific dates for when items will be restocked, as this depends on our suppliers and delivery schedules.

        If you would like to check availability, you can contact our Retail Store team by phone on 0208 847 2511 and select Option 4. Please have the product code ready when you call so we can assist you more quickly.

        Alternatively, you can email us and a member of the team will be happy to help with your enquiry.

      • Can I still do Click and Collect?

        Yes, Click & Collect is available when purchasing through our website. You will receive two emails, the first to confirm your order, and a second email to let you know when your order is ready for collection.

        Before arriving to collect your order, please read the information below carefully.

        If you are collecting on a matchday, please visit the Brentford Superstore, Lionel Road South, Kew Bridge Distribution Centre, TW8 9QR.

        If you are collecting on a non-matchday, please go to the Hive Store, Unit 1, Marsden House, 4 Lionel Road South, Brentford, TW8 0RY.

        When collecting your order, you will need to bring your order confirmation email and photo ID.

        If you are unable to collect your order in person and would like someone else to collect it on your behalf, please contact our support team in advance with the name of the nominated person. They will also need to bring valid photo ID when collecting.

        Please note that orders must be collected within 72 hours of receiving your collection email. Any uncollected orders after this time will be cancelled and refunded to the original payment method. Please note that personalised items are non-refundable.

        Orders cannot be collected until you have received your second confirmation email.