FAQ

Frequently Asked Questions - FAQ

GENERAL FAQ

Are these designs final?

All designs displayed on the new uniform microsite are final for the program launch. These garments have been created for you and with you, including input from three rigorous wear tests. We received feedback from over 30 weeks of wear testing in four years by over 1,900 total employees.

We will monitor feedback and trends after the new program launches to determine any changes and new development as needed.

When can I start wearing my new uniform?

We will be transitioning to the new uniforms in spring of 2025. Once you receive your launch kit shipment(s), make sure you try on the pieces and complete any exchanges/alterations necessary to ensure you’re ready for Day 1. But don’t start wearing them quite yet, more information around the transition and specific date will be provided!

Have these garments been tested for safety?

All garments and accessories are being tested by Underwriters Laboratory (UL Solutions) through their verification mark program. Scope of testing and standards set are amongst the most comprehensive in the industry.

Will I be able to purchase additional uniform items with points/credit card?

Beginning in March 2025, you will be able to purchase additional garments and accessories with points or credit card.

How do I care for my garments?

To keep your uniform looking its best, review the garment care instructions on the Brooks Brothers ordering portal.

I am a Customer Service Lead or Premium Services alternate. How do I order the appropriate neckwear for when I’m working in these positions?

Your uniform coordinator will receive a bulk shipment of neckwear to distribute to alternates as needed.

Who can I contact with additional questions?

For questions related to your new garments, order status or exchanges please contact the Brooks Brothers Customer Service team. They are available Monday – Friday from 7 am – 7 pm CT at:

Phone: U.S. 855-416-4463 / International 1-650-456-5680

Email: unitedsupport@brooksbrothers.com

Live Chat: Log in to your Brooks Brothers ordering portal to access live chat

Ordering & Shipping

What is a launch kit?

A launch kit contains your initial set of new uniform garments to help get you started with the new program.

Do I need to pay for my launch kit?

No, the launch kit is provided to you at no cost.

I have access to two launch kits – What does that mean?

All employees will have access to two launch kits for their workgroup. Both kits contain pieces that pair across all collections (i.e., pants and outerwear). Kit A contains more pieces from the women’s collection and Kit B contains more pieces from the men’s collection.

Maternity : can I place my launch kit order after my expected due date?

Yes, if you are currently expecting, please wait to place your launch kit until after you return to work. You will be eligible for a launch kit regardless of when you return to work.

How can I order a wool free or polyester free uniform?

If you need to order a wool free or polyester free uniform, you’ll need to have an approved Reasonable Accommodation (RAP) on file. To initiate a RAP, please visit Help Hub. Once your RAP is approved, you will have access to the appropriate catalog on your ordering portal.

When do I need to order by?

All orders were required to be placed and finalized by October 31, 2024. If you have not yet placed your order, please place it immediately on the Brooks Brothers ordering portal.

How do I know what size to order?

The new uniform garments are designed and manufactured by Brooks Brothers and will likely fit differently than your current uniforms. Please refer to the measuring guide and size chart available on the ordering website.

Can I change my order?

Orders cannot be changed after November 07, 2024. You can submit an exchange request once your order ships.

How do I check the status of my order?

You can see the status of your order on the ordering portal. Your order status will show as “Pre-order” until it is in the queue for shipment. Once it’s being processed, the status will change to “In progress” and finally “Shipped” once it ships. Tracking information will be available once your order ships.

When will my order ship?

Orders will begin shipping in December 2024 and will continue shipping throughout February 2025. You will receive a shipping confirmation with tracking information from Brooks Brothers once your order ships. Please note that your order might ship in multiple boxes and/or in separate shipments based on inventory availability.

I need to update my shipping address; how do I do this?

You can update your shipping address through the ordering portal at any time prior to your order being processed for shipment. If your order status shows as “pre-order”, you can change your shipping address on the ordering portal. Once your order status changes to “in progress”, you’ll need to contact FedEx directly.

I upgraded from a First Officer to a Captain after placing my order. How do I exchange my items?

If your order has not shipped, please contact Brooks Brothers customer service and they will update your order in the portal.

If your order has shipped, you will need to initiate a return for your epaulets and jacket through Brooks Brothers. You will initiate a separate return for your hat with M&H.

Note: If you altered your jacket already, it cannot be returned. Please contact the Brooks Brothers customer service team and they will provide additional braid to be applied to your existing First Officer jacket.

Shipping Method-FedEx FAQs

What link can I use to help track my packages?

Fedex.com houses all of their tracking information available to the general public. You will need to know the tracking number, which can be found on your Brooks Brothers ordering portal or your shipment confirmation email that was sent to your united.com email address. No login is required for basic tracking of packages with FedEx.
You may also sign up for FedEx Delivery Manager where you can sign up and track, redirect and schedule deliveries. Please visit https://www.fedex.com/en-us/delivery-manager.html to sign-up, especially if you know you will not be home during your delivery window.

How many delivery attempts will be made? What happens after all attempts to deliver my package have been made?

FedEx will make 3 attempts to deliver and then will hold the package for 5 business days. They will leave a door tag with instructions for you to either pick up the package or be available to sign. If a valid phone number and email is included at the time the label is created, they will attempt to contact you.

If my package shows as delivered but it isn’t here, how do I investigate?

You can reach out to FedEx Customer Support at 800-247-4747 or the Brooks Brothers customer service team to initiate an investigation.

FedEx customer care number

General Phone number (800-247-4747)

Issue: Shipping- Shipping Status / Lost Package / Missing Package

What to do:

1. With the customer's UID retrieve the order.

2. Verify delivery name and address.

3. Advise the customer that they will receive an email with FedEx when the order ships. Launch kits will ship from December, 2024 through February, 2025.

4. Advise customer that the launch kits are delivered with a signature required upon receipt for the first delivery. Subsequent deliveries for the launch kit do not require a signature.

Launch Kit Exchanges & Alterations

Exchange/Return FAQs

How do I initiate an exchange request?

Log on to the Brooks Brothers ordering portal and click “Return items” to be guided through the exchange process.
Pack your item(s) in a box or bag. You can use your own packaging or the box the garments came in.
Bring the package to your closest FedEx or FedEx drop-off point (you can search for the closest location on the ordering portal).
Submit your exchange request online and return your garment to FedEx within 90 days from when your kit was shipped from Brooks Brothers. There may be a delay in the shipment of your replacement product(s) due to the large number of launch kits being shipped. You can track the status of your replacement items on the ordering portal.

Please note that international exchange processes may differ; refer to local communications for more details.

How long do I have to submit an exchange request?

All exchanges must be initiated and shipped back within 90 days of when your order ships.

What items can be exchanged?

You can exchange:

Garments that don’t fit or you dislike

Only within the same category (i.e., you can exchange a long sleeve shirt for a short sleeve shirt, but can’t exchange a shirt for pants).

Any garment within 90 days from when it was shipped

You cannot exchange:

Garments that have been worn, washed and/or altered.

Garments after 90 days from shipment date unless it is defective.

I am a Flight Attendant and I want to exchange my optional accessory (i.e., I want to exchange my purse for a sweater). How can I make this exchange?

Flight Attendants wishing to exchange their optional accessory will need to contact the Brooks Brothers customer service team.

I ordered Kit A, but want to switch to Kit B. How can I make this exchange?

You can initiate this exchange request directly on the ordering portal. Note, you will need to initiate an exchange for all items in your launch kit to be eligible to select the other kit. Contact Brooks Brothers customer service with any questions.

I ordered the standard uniforms, but am no longer able to wear wool. How can I exchange my items for the non-wool pieces?

To order the non-wool or non-polyester garments, you must have an approved Reasonable Accommodation (RAP) on file. A RAP can be initiated through Help Hub. Once approved, uniform admin will update your profile on the ordering portal. You will need to contact the Brooks Brothers customer service to initiate an exchange request to receive the non-wool pieces.