Our Top 10 frequently asked questions answered!
1. I have no permission to shop my desired school uniform, why don't I have access?
There are two parts to this answer:
i. Not registered with us? You will not have access to shop a school without registering
ii. Registered with us? During the registration process you have the choice to select up to three schools. In most instances new users do not select a school and permission isn't granted. Alternatively only one or two are selected at a time and the user may change their minds forgetting they did not allow access
2. How do I get access to shop a uniform I did not originally select at registration?
Simply go to the 'My Account' section of our website and select your desired school(s). Aleternatively call us on 0208 680 4555 or email us at email@example.com and we will allow access to your desired school
3. My school is not on the List of Schools, what do I do?
We only list schools that we provide uniform for. If your desired school is not on our list we would advise contacting your school to find out your uniform provider
4. Reset your password
If you wish to change your password you can do this on our website by signing into My Account (located at the top right hand side of the page). In the My Account section select the Password tab and change password by first inputting your old/existing password and then inputting the new one you would like to change it to
5. How do I view my previous orders?
Go to the My Account section (located at the top right hand side of the page) and select the Order History tab which will have a list of all your orders. With the most recent at the top
6. I've lost my order form, what do I do?
Don’t worry – if you're posting it back to us pop a note in with your order reference number, original order date, your full name and address and let us know if you require a refund or exchange with the reason for return. If returning in store you will need to provide the same information stated with postal returns and a Customer Advisor will help you through the process
7. How long do I have to return a parcel?
You have 30 days from date of purchase or date of dispatch (for out of stock items) to return goods or 100 days to exchange goods
During our back to school period 1st June – 30th September we run an extended Exchange policy. For a full refund you have to adhere to returning goods within 30 days, however for exchanges between the months of June - September we run a discretionary extended exchange policy on school uniform. Items returned should be in the original packaging, in its original re-saleable condition and have the original receipt to receive this offer.
8. How long will it take for my posted items to be Refunded or Exchanged?
We aim to process all returns within 7 - 10 working days of receipt of the goods. Please allow an additional 3-5 working days for your refund to be credited to your account. Refunds will automatically be processed on to the original payment method.
For exchanges a £2.50 processing fee will be incurred to cover administration and next day delivery costs. If we no longer have the exchange item requested in stock, a refund will be issued. You will receive an email confirming the processed refund and/or process and dispatch of the exchanged item(s)
9. Are there any items I can not return?
We can't offer refunds or exchanges, unless faulty or not as described, on the following items:
- Swimwear (if the protective sticker has been removed)
- Socks and tights that have been removed from the original packaging (appear worn)
- Products which have been personalised for you, such as embroidered uniform
- Products which have been personalised by you, i.e. clothing that has name labels and/or names written in them
10. What if the item is faulty?
Please contact our Customer Service Team on 020 8680 4555 or email us at firstname.lastname@example.org as soon as you are aware of a fault with the product. We endeavour to resolve all faulty queries promptly and effectively, therefore we deal with these on a case by case basis.