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We try to provide as much information as possible on our website to help you order the school uniform you need quickly and correctly, and to deal withy any queries that may arise once your order is despatched or delivered.
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:
Frequently Asked Questions
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. If you are still having difficulty please email us and we can reset it for you.
Ordering
How do I find and order approved school uniform for my school?
- Click on 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
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In the search box type school name or postcode (this is the quickest way). When you 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)
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Click on the school uniform item you would like to purchase. Select the colour if applicable and select the size required
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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
Note
When ordering logoed items take care NOT to select items from the plain range which is listed on the left hand side of the website, as these are supplied without a logo. If you have ordered any plain items these are clearly marked with a [PL] on the order screen and confirmation email. Any logoed items you have ordered will be indicated with an [E] or [SP] - embroidered or screen printed on the order screen and confirmation email) -
At checkout stage you will be asked to register you details and an account will be set-up for you. Then proceed to delivery address and payment section
Next time you visit our website and you have registered you can login to you 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.
I do not like my schools official uniform, can I have the logo on a different item?
Unfortunately, we are unable to apply a logo onto any item that has not been officially approved by the school and their governing body.
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 despatch 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
Can I track my order from being placed to delivery?
You can track your order from being placed to delivery. Login to your account and select “My Orders”. Then click 'View Details' of the order you want to track.
You can track your order from being placed to delivery. Login to your account and select “My Orders”. Then click 'View Details' of the order you want to track.
Your order will have one of the following statuses:
Delivery Queries
How is my order delivered?
Your order will either be despatched through Royal Mail 1st Class or an independent courier service depending on the size of the order.
Can I track my delivery after despatch?
If your order has been despatched by Royal Mail, the package cannot be tracked. However as it is posted 1st class
it should be delivered next day.
If your order has been despatched using a courier company, you can track you order by logging into you account and clicking on the tracking link.
What happens if I’m not in at the time of delivery?
If the delivery has been attempted by Royal Mail, they will leave a card for you to collect your order from your local sorting office or to telephone them to rearrange 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.
If your order has been despatched using a courier company, you can track you order by logging into you account and clicking on the tracking link.
What happens if I’m not in at the time of delivery?
If the delivery has been attempted by Royal Mail, they will leave a card for you to collect your order from your local sorting office or to telephone them to rearrange 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 contact us with the details of your order so that we can liaise with the delivery company to get your order redelivered.
My order has been despatched but I have not received it?
If your order has been despatched by Royal Mail please allow 7 days for delivery. If you have not received it after this time please contact us with your order number.
If your order has been despatched by courier please track your order online to see when it is likely to be delivered. If despatched using Hermes, 'Order generated' status means your order has been collected by Hermes but has not yet been put out for delivery. If you have not received your order within 7 days of it being despatched, please contact us with your details so that we can check with the delivery service as to when you will receive the parcel.
Please contact us with the details of your order so that we can liaise with the delivery company to get your order redelivered.
My order has been despatched but I have not received it?
If your order has been despatched by Royal Mail please allow 7 days for delivery. If you have not received it after this time please contact us with your order number.
If your order has been despatched by courier please track your order online to see when it is likely to be delivered. If despatched using Hermes, 'Order generated' status means your order has been collected by Hermes but has not yet been put out for delivery. If you have not received your order within 7 days of it being despatched, please contact us with your details so that we can check with the delivery service as to when you will receive the parcel.
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 (although we do not accept American Express). Please ensure we receive any cheque payments within fourteen days of you placing your order. The quickest way for
You can pay for your order by any credit/debit card or by cheque (although we do not accept American Express). 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 us on 0844 272 1888 option 2 so that we can take payment from you over the telephone. Please remember to have your payment card to hand when calling us.
Please call us on 0844 272 1888 option 2 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 email us with the details of any new delivery instructions as soon as possible so that the order can be updated. Once despatched, 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 email us 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 sending us an email 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 despatched as ordered. You can see whether your order has reached production stage by following the instructions for tracking your order from being placed to delivery
Can I add an additional item to my order?
If your order has not been despatched, you can add additional items to the order by emailing the details to us. We will attempt to take payment from the original payment card, however it may be necessary for us to contact you to
take payment if any details have changed. Please be aware that if you add additional items to your order, it may delay the despatch of the whole order.
You can cancel or change items on your order by sending us an email 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 despatched as ordered. You can see whether your order has reached production stage by following the instructions for tracking your order from being placed to delivery
Can I add an additional item to my order?
If your order has not been despatched, you can add additional items to the order by emailing the details to us. We will attempt to take payment from the original payment card, however it may be necessary for us to contact you to
take payment if any details have changed. Please be aware that if you add additional items to your order, it may delay the despatch of the whole order.
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 returns procedure on our website or on the delivery note which accompanied your order. You will have received a returns label with your order which you can use.
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.
You can return any items to us within fourteen days of delivery for either a refund or exchange by following the returns procedure on our website or on the delivery note which accompanied your order. You will have received a returns label with your order which you can use.
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 upto 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.
