Help Center

We accept all major credit cards: Visa, Mastercard, Discover, American Express, PayPal, ApplePay, Sezzle and Brooklyn Cloth Gifts Cards. 

Sezzle is a payment solution that empowers you to “Shop Now and Pay Later” with simple, interest-free installment plans. Your purchase is broken down into small payments spread over 6 weeks. As little as 25% is due at the time of the purchase, with the remaining amount spread out over equal installments each, two weeks apart. Sezzle automates the remaining payments through whichever payment method you have on file, with text and email reminders before each payment is processed. 

When a return or exchange is being processed Sezzle customers will still go through the same process as customers who paid in full one time. Once the return / exchange has been accepted we will contact Sezzle of this. You will receive your refund back to your card for the amount stated before you print the Return Shipping Label. If you are exchanging an item, we will process as an even exchange, so no refund is given, nor money owed by customer.

Absolutely! It’s a great way to give a gift to your family & friends! Our e-gift cards are very easy to use. After purchasing the gift card, you will receive an email with the gift card code inside. You can print it out or email to the recipient and they can enter in the code at the payment section of the checkout process where it says DISCOUNT / GIFT CARD and then click APPLY. You can purchase gifts cards here. The amounts that can be purchased are $10, $25, $50 and $100.

Of course, we will honor the sale price and will refund the difference. We allow 14 days from the time the product is delivered to offer a price adjustment. You can contact us by email or our live chat we will just need your name and order number to verify information. 

When you begin the checkout process where it says CUSTOMER INFORMATION if you are using a mobile device there will be a drop down menu at the top that says Order Detail if you click that you will see a section that says DISCOUNT / GIFT CARD in there you can enter the discount code then click apply. If you are using a computer on the CUSTOMER INFORMATION screen of the check out process to the right, you will see a box that says DISCOUNT / GIFT CARD in there you can enter the discount code and click apply. 

If you notice that a mistake was made after submitting your order to us, we ask that you notify us immediately either through our support email or Live Chat. We can go into your order on our end and adjust it on your behalf. Whether the size selected was incorrect to the email address needing to be changed we can correct right away. 

There can be a few different reasons for this sometimes orders can end up in abandon carts instead of your actual cart to check out if this happens you will receive an email to continue the check out process, an email was entered at check out but the email confirmation could have ended up in your JUNK/SPAM or payment information could be missing. We recommend contacting us right away if you did not receive an Order Confirmation email from us.

When orders are placed online depending on the time frame which submitted will determine the shipped date. Please see our chart below to see when your package will be shipped.

Yes, we can change the shipping address in our system if your order did not already get sent to our warehouse. The earlier you know about the change the faster we can update to the new address. If the order has already shipped depending on the Shipping Method chosen, we recommend contacting the carrier customer service and they will be able to update to the new shipping address for you. 

If a product is defective / damaged within 30 days of the delivery date, please contact us right away with your name order number and a picture of the item with the defects / damages. We will send out a replacement immediately if we are sold out of that item, we will send a different item of your choice. 

When you open your package and realize that you were sent the wrong items. Please contact us at support@brooklyncloth.com or through the Live Chat on the website. Please provide your name, order number and the item(s) that were sent to you. We offer 2 options you can send us back the merchandise that was sent to you or you can keep the items and we will ship out the correct items right away.

Orders are shipped through FedEx and USPS. Once orders have been packaged at our warehouse, they will go into the carrier’s hands to begin the shipping stage. Once we have confirmed that your order is with the carrier you will receive an email that says SHIPPED and you will see the tracking number you can opt in to receive SMS text messaging or just email updates on your order. 

Transit times vary from carrier to carrier, shipping method chosen at check out and location for delivery. We offer FedEx Ground Shipping which takes 3 to 7 Business Days, FedEx 2 Day, USPS First Class Shipping which takes 5 to 9 business days and USPS Priority which takes 4 to 5 business days. We do ask that all customers give our warehouse team a day to process all orders to prepare for shipment.

If you receive an email that says Order Delivered and you go to look outside either by the front door or the mailbox and you don’t see the package. We suggest contacting the carrier customer service first to see if they can go a geo tracking on the package to see where the package really is. If they cannot locate the package please contact us at support@brooklyncloth.com and we will assist you. 

Route Shipping Insurance takes care of customer packages when orders are shipped via the carriers. They will protect all orders that are lost, damaged or stolen. Route Shipping Insurance allows all customers who do not receive / believe their package was stolen to file a claim against the shipping carrier that they chose. Even though some shipping carriers do cover SOME of the claims, it’s only up to $100 in value and once they leave the item on the door step, they wash their hands of any liability. Even filing a claim that may fit in their responsibility is incredibly difficult with lackluster approvals and often is more frustrating and a hassle than worth it.

We encourage our customers to visit the Route website and click the File Claims link. On this page customers can submit a new claim or check their existing claims. The claim will ask customers information about the order placed and how much the cost of the total order was at time of checkout. Route will receive the claim to review once submitted. If they feel that the information provided is valid, they will send an email alerting that funds have returned to your account.

Route Shipping Insurance will reimburse you once a claim is filed on routeapp.io. Route will allow you to connect your bank account and get paid instantly upon approval.

We ship internationally through USPS First Class International Package within 5-7 business days, not including foreign custom processing. Duty and import taxes are determined by the local authorities. These additional costs are responsibility of the recipient. The international countries that we ship to are Canada, Mexico, Europe and Australia.

***Please note: Due to the heavy costs of international shipping all sales are final. Please reach out to customer service if you have any questions***

Items returned within 30 days of their original shipment date in same as new condition will be eligible for a refund or exchange. Please note it may take 3-4 business days for the funds to post back to your bank account once the refund has been processed. If there are items being returned outside the 30 day return window unfortunately, we will not be able to accept back but will honor an exchange at the same price for another item. We currently do not provide return shipping labels. Return shipping labels and handling is non-refundable.

*Any FINAL SALE items that end in $.97 are nonrefundable and cannot be returned nor exchanged. *

***Please note: All International sales are final due to high cost of shipping and time frames*** 

We use a website called Returnly that is used as our virtual Return Center for customers who want to return or exchange merchandise. The process starts on the Returns & Exchanges page on the website. From there you will be re-directed to the Returnly website to begin the process. An email will be sent with a link to click on so you can select the items that you want to return / exchange. Returnly will ask why you want to return based on the boxes below each item. You can click on one of the boxes as to why you want to return. If you are looking to exchange there is a section called CUSTOMER COMMENT in there is where you can input the information for the size and item you would like us to ship. The next screen will tell you how much you will be getting back from the refund. Unfortunately, currently we do not offer free shipping, but this is NOT an additional cost for the label. The return shipping label fee comes out from the total of your original purchase that was spent with us. 

*Example if you return a pair of jogger pants for $40 the shipping label fee is $4.35 so we would refund your account for $35.65*

If you receive an email saying that your Return was rejected by one of our team members it could be that you returned an order back to us that was outside the 30-day window, returning final sale items or damaged items. Our customer service team can absolutely help right away if this happens so our team can explain in detail. 

Unfortunately, we cannot accept any merchandise that is purchased at one of our retail partners. We recommend going back to the store where the item was purchased and see if they have more in stock. If you purchased an item and you find a defect in it you may send us pictures of the defects through support@brooklyncloth.com if we offer the item on our website we will send out a replacement to you. All we require is the size and shipping address to send to. 

We do! All Holiday purchases made from November 18th through December 25th will be eligible for returns and exchanges until January 18, 2021. *For all FINAL SALE items we will not issue a refund but can be exchanged for another item at the same price.  If you have any questions, feel free to reach out to customer service.

For purchasing gifts for the Holiday season please note that all orders will need to be placed on December 18th EST for guarantee delivery by December 24th. 

Returns are accepted within 30 days from the order date. We will accept all returns within this time frame. If you have a return outside this window, we will not be able to process it. 

Please email support@brooklyncloth.com with your express.com order number, email that you used with that order, and style number, size and color of the item you would like to return. 

We will send a pre-paid United States Postal Service label to the email you have identified. 

We ask that you ship the item within 2 business day and email support@brooklyncloth.com the date it was shipped. You can also add NOTIFY ME via the United States Postal Service to track you shipment. 

Once the shipment has been received in our warehouse, we will credit you back. It may take 5-7 business days to see the refund in your account. 

At this time, we are only able to do returns of items that has been ordered at express.com and not excchanges because it is on 2 separate websites. 

Yes. This 2020, we are introducing a curated collection of women's loungewear from cozy and cute joggers to cropped hoodies, 100% cotton tees and tanks. 

Not at this time. We partner with many retail locations to carry some of our items. Retailers such as TJ Maxx, Marshalls, Belk, Pac Sun, and Tillys all carry a selection of Brooklyn Cloth items. 

The best way to stay up to date would be to subscribe to our email list. You can do that by scrolling all the way to the bottom of the page and entering in your email address. You can also follow us on social media @brookyncloth! 

For customers who purchase through Express Marketplace please contact support@brooklyncloth.com 

When you send the email to our customer care team members please make sure to include the Express Order Number and state that you would like to return or exchange. One of our members will email you the link to the Return Shipping Label to print and download. Bring the package to your nearest USPS location to ship back to our warehouse. Please let us know once it is with the carrier. From there we will issue the exchange or refund. 

Please note that Express Marketplace has a return policy window of 30 days when the item is delivered 

You can chat with us during business hours (M-F 9am-6pm EST) by clicking on the little chat bubble in the bottom right hand corner of your screen. 

It's not a problem. At the moment we do not have 24/7 customer service. Our business hours are M-F 9am-6pm EST. Please give us at least 1-2 business days to respond to your email. 

When orders are placed with us we typically ship out same day the order was placed. However this excludes Saturdays and Sundays shipment will go out next business day. 

We see that you want to exchange for a different size, no problem! 

We have an extended Holiday Return / Exchange Policy we are accepting all requests from November 18, 2020 to December 31, 2020 to be eligible for returns and exchanges. We will be offering this until January 18, 2021.

*PLEASE NOTE THAT ALL FINAL SALE ITEMS ENDING IN $.97 CANNOT BE RETURNED NOR EXCHANGED*

Here are the instructions

1. You must have your original receipt that came with the package because you will need to enter in the information in our Return Center.

2. Click here to visit our Return / Exchange Center https://brooklyn-cloth.returnly.com/ to begin the process.

3. In order for us to accept the merchandise coming back to us they should still have the original tags. 

4. Download the Shipping Label that gets emailed to you and pack up merchandise to bring to your local USPS Store. 

5. Any Return / Exchange requests that are not processed through our Return Center and sent back directly to our warehouse or corporate office, Brooklyn Cloth will not be held responsible for lost or stolen goods.  

6. Returns / Exchanges take about 4 days to receive back into our warehouse and once we accept the merchandise you will receive either a refund or exchange notification email. 

If you accidentally ordered a boys item but meant to order Men's and you noticed once your package was delivered. 

Email us right away at support@brooklyncloth.com and we will send you the instructions on how to return. 

Please note that our Men's and Boys pricing is different so we will not be able to issue an exchange. This will be a return once received in our warehouse Brooklyn Cloth will issue a refund. From there you can place a new order with us for the Men's item that you originally wanted.

If you accidentally ordered a boys item but meant to order Men's and you caught it just after receiving the email notification with your order number

Email us immediately at support@brooklyncloth.com 

In the subject line of the email please use I accidentally ordered Boys but I need Men's

In the body of the email please include your first and last name, order number, and email address

From there you will receive an email back from our support team and they will issue a refund and cancel that order for you on our end. 

If you receive a notification that your package was delivered to your address but check outside and nothing is there, here are the steps to take. 

Brooklyn Cloth uses FedEx and USPS as carriers, depending on the method chosen at checkout you will need to contact their customer support team for them to give you a real time tracking updates on the package. 

If you added ROUTE, here are the steps 

We encourage our customers to visit the Route website and click the File Claims link. On this page customers can submit a new claim or check their existing claims. The claim will ask customers information about the order placed and how much the cost of the total order was at time of checkout. Route will receive the claim to review once submitted. If they feel that the information provided is valid, they will send an email alerting that funds have returned to your account.

If they cannot locate your package you can email our support hotline at support@brooklyncloth.com with all the information that the carriers provide you. From there we will submit a claim on our end to them and we will send out a new package right away to you. 

Please note that for safety reasons we are not allowed to give out customer information to any parties. 

If you have family members that live in different states and you want to place one big order we do not offer multiple shipping options and destinations for one order.