Frequently Asked Questions

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 dispatched 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.

Most customer question can be answered by reading the appropriate pages below:

Size Guide
Payment Policy
Delivery Policy
Returns Policy
Terms & Conditions

Frequently Asked Questions

Login/Account details
Delivery timescales
Paying for your order
Changing your order or delivery details
Refunds and exchanges

Login Details

Q: I’ve forgotten my login details?
A: If you have forgotten your login password, simply click the “Lost password” button on the login page. You’ll be asked to enter the email address of your registered email account, where a new password will be sent. Use this new password to login to your account on the website. For security reasons, we strongly recommend changing the new password immediately (go to ‘My Account’ after you’ve logged in).

Q: How can I change my personal details/password?
A: Firstly log in to the website, then go to ‘My Account’ at the top of the page. From here you’ll be able to update your personal details such as name, address, email and password.

Q: How can I view my previous orders
A: To view your previous orders, please log in using your email address and password, go to ‘My Account’ using the link at the top of the page. All of your previous orders can be viewed on this page.

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Q: How do I find and order approved school uniforms for my school?
A: Click on FIND YOUR SCHOOL UNIFORM on the homepage 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. When your school appears, click on it to see the school uniform items approved by your school. 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 you 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 login to you account and chosen school using the email address and password you have used at the registration stage.

Q: My school isn’t listed / I cannot find my school, what can I do?
A: We’re working with hundreds of schools across the country. If you’re unable to find your school, it may be that we’ve not started working with your school. Please contact our dedicated support team, and we’ll do our best to help. We will ask you to supply the full school postal address, so please have this ready when contacting us. Thank you.

Q: I’m not sure what size to order?
A: 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.

Q: I do not like my school’s official uniform, can I have the logo on a different item?
A: Unfortunately, we are unable to apply a logo to any item that has not been officially approved by the school and its governing body.

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Delivery Timescales

Q: How long will my order take to be delivered?
A: For the latest delivery schedules and lead times, please refer to the ‘Delivery‘ section. If you have already placed an order, you may also wish to refer to the “Where is my order?“.

Q: Can I track my order from being placed to delivery?
A: 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.

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Delivery Queries

Q: How is my order delivered?
A: Your order will be delivered by DPD.

Q: Can I track my delivery after dispatch?
A: You can track the process of your delivery through the DPD website. You’ll receive an email and/or text message with your tracking information.

Q: What happens if I’m not in at the time of delivery?
A: If the delivery has been attempted and there was no answer, DPD 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.

Q: My parcel has been returned back to the delivery depot, what now?
A: Please contact us with the details of your order so that we can liaise with the delivery company to get your order redelivered.

Q: My order has been dispatched but I have not received it?
A: Please refer to our ‘Delivery‘ information and “Where’s my order?” page.

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Paying For Your Order

Q: How can I pay for my order?
A: You can pay for your order by any credit/debit card or 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.

Q: I have placed my order but the payment appears to have failed?
A: Please call us on 01773 837377 so that we can take payment from you over the telephone. Please remember to have your payment card to hand when calling us.

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Changing Your Order Or Delivery Details

Q: How do I change the delivery instructions on my order?
A: Please email us 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.

Q: I’ve made a mistake on my order, but I cannot change it?
A: 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. We will attempt to make the necessary changes although this is not always possible if the items have already been produced/dispatched.

Q: Can I delay the delivery of my order?
A: 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 delivered (unfortunately specific delivery dates cannot be arranged).

Q: Can I cancel or change my order?
A: You can cancel or change items on your order by sending us an email. This depends on where your items are in the order process.

Q: Can I add an additional item to my order?
A: If your order has not been dispatched, 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 as we aim to despatch all items together.

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Refunds and Exchanges

Q: Can I return an item for an exchange or refund?
A: You can return any item to us in its original condition within 30 days of delivery for a refund.  If you are unhappy with any item you have purchased from us, you can return it to us within 90 days of delivery for an exchange.  All parcels you receive from us contain a reply-paid returns label, which you can use to return items to us.

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.

Q: How are refunds made?
A: 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.

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