Our Frequently Asked Questions (FAQ’s) cover the common questions we receive from customers and may be the quickest way to help you with your particular query.
In addition, we have the following customer service sections: Size Guide Payment Policy Delivery Policy Returns Policy Terms & Conditions
Frequently Asked Questions:
Login details Ordering Delivery timescales Delivery queries Paying for your order Changing your order or delivery details Refunds and exchanges
I'VE FORGOTTEN MY LOGIN DETAILS? If you have forgotten your login password the quickest way to retrieve it is to follow the password retrieval instructions on the website, these are found by clicking on the link on the top right of website or you can CLICK HERE to reach the instructions. ORDERING
How do I find and order approved school uniform for my school? FIND YOUR SCHOOL on the home page of the website to search for schools that have agreed to use our service for their approved logoed School Uniform
In the search box type school name or postcode (this is the quickest way). When your school appears, click on it to see the school uniform items approved by your school (As long as you select your school uniform from this area of our website, items will have the school logo applied (if applicable)
Click on the school uniform item you would like to purchase. Select the colour if applicable and select the size required
Add to your shopping basket. To select another item click continue shopping and repeat the above. When you have selected all items click Proceed to Checkout
At the checkout stage, you will be asked to register your details and an account will be set-up for you. Then proceed to the delivery address and payment section
Next time you visit our website and you have registered you can log in to your account and chosen school using your email address and password you have used at the registration stage.
I’m not sure what size to order? Please check the size chart on our website Alternatively, please email your size query and details of the item so we can check for you.
DELIVERY TIMESCALES
How long will my order take to be delivered? Orders for plain items only will normally take up to 5 days for delivery, however, any orders that include a logo may take up to 10-15 days before being delivered as they are generally embroidered or printed to order. We normally try to dispatch orders in one consignment, however, we may send the order in multiple packages if there is a delay of any particular item on your order
DELIVERY QUERIES
How is my order delivered? Your order will either be dispatched through national or international logistic suppliers depending on the size of the order.
Can I track my delivery after dispatch? You can track your order by logging into your account and clicking on the tracking link.
What happens if I’m not in at the time of delivery? If the delivery was by a courier service, they will either leave the parcel in a safe place or reattempt delivery up to three times, after which they will return the parcel back to their depot. My parcel has been returned back to the delivery depot, what now? Please call our Customer Support with the details of your order so that we can liaise with the delivery company to get your order redelivered.
My order has been dispatched but I have not received it? If your order has been dispatched by courier please track your order online to see when it is likely to be delivered
PAYING FOR YOUR ORDER
How can I pay for my order? You can pay for your order by any credit/debit card or by cheque. Please ensure we receive any cheque payments within fourteen days of you placing your order. The quickest way for your order to be processed is to place an order online and pay by credit/debit card.
I have placed my order but the payment appears to have failed? Please call our Customer support so that we can take payment from you over the telephone. Please remember to have your payment card to hand when calling us.
CHANGING YOUR ORDER OR DELIVERY DETAILS
How do I change the delivery instructions on my order?
Please contact us via e-mail with the details of any new delivery instructions as soon as possible so that the order can be updated. Once dispatched, we cannot change any delivery instructions.
I’ve made a mistake on my order, but I cannot change it? If you need to change anything on your order after submitting the payment, please call our customer support with the order number and the items you would like to change on your order as soon as possible.
Can I delay delivery of my order? If you need to delay the delivery of your order, at the checkout stage please enter the date AFTER which you would like the order delivering (unfortunately specific delivery dates cannot be arranged)
Can I cancel or change my order? You can cancel or change items on your order by contacting our customer support up to the point of any item entering the production stage of having a logo applied. Unfortunately, once in the production stages items cannot be cancelled or changed and will be dispatched as ordered.
REFUNDS AND EXCHANGES Can I return an item for an exchange or refund? You can return any items to us within fourteen days of delivery for either a refund or exchange by following the Return Policy on our website or on the delivery note which accompanied your order. Please allow up to 10 days for us to process the return, and remember to indicate whether you require a refund or replacement in a different size/colour etc.
How are refunds made? Please allow up to 10 days after receipt of your item to process any refunds. Where the original payment was made by credit/debit card we will refund any amount to the original card that was used. Where an order was paid for by cheque, refunds will be made by bank transfer as we are unable to issue cheques.
