Frequently Asked Questions (FAQs)
Delivery and Returns
-
Where is my order?
Depending on your shipping method, your order may take longer to get to you. During peak times, we will advise of any delays and will communicate these with you as best as we can. You will receive an email once your order is dispatched with relevant tracking information. If you find that your order hasn’t arrived, we recommend calling the store that stocks your uniform who will be able to get in contact with our delivery suppliers for you.
-
When am I eligible for Free Standard Delivery?
Standard shipping is £5.95 or free on orders over the value of £65.00. Please allow 2-4 working days for delivery. Delivery will be attempted Monday-Friday except for Bank Holidays. Click & Collect from Store or Click & Collect from School (where available) are also free delivery methods which make our customers’ lives easier!
-
How does Click & Collect in Store work?
When you place your order online, select free Click & Collect from the store you’d like to pick up from. Collection in store is free of charge. You can collect your online order from one of our stores at Enfield or Cockfosters. Your order will be available for collection after 1-2 working days; we will contact you via email to let you know your order is ready for collection. When collecting your order you will need to provide your order number and photographic ID. You can find your order number in your order confirmation email or your collection email.
-
Am I eligible for Click & Collect from School?
Available from participating schools only. You will be able to check if the school your child attends accepts deliveries at the checkout. We make school deliveries once a week during term time. We will notify you when your order is complete and when it can be collected from the school office.
-
How do I return something to you?
To return your entire order, or just one or a few items, you can drop off your items in store to either refund or exchange in line with our policies. Please bare in mind that we do not currently cover postage costs of items returned to us. If you do wish to post your order back to us, we recommend sending your returned items to the store which your uniform is stocked in. This enables us to process your return as quickly as possible. You should notify the store before you return your item and should keep your delivery confirmation slipin your package with the returned items highlighted. If your items are stocked at both stores, we recommend returning them to the store most convenient for you.
-
Have you received my returned items?
You will be notified once your return has been received and processed. Please allow 10-14 days for your return to be processed before contacting the store.
Payments, Discounts, and Existing Orders
-
My payment failed, how do I place an order?
Unfortunately, you cannot place an order without a completed payment. We recommend you contact your bank supplier and check your funds to see if your card is blocked or you have insufficient funds. Failing this, we have a plethora of payment options available to customers including PayPal, Google Pay, Apple Pay, and Clearpay.
-
Why isn't my promotional code working?
If you are having any trouble applying a promotional code, we advise customers to contact us before placing an order as we cannot apply promotion codes after payment is received. Before contacting us, please check the terms and conditions to make sure the code hasn’t expired or requires a minimum spend. We cannot alter these terms and conditions so codes cannot be redeemed if operating outside of these.
-
Can I use more than one promotion code on my order?
Unfortunately, you cannot use multiple codes at one time when placing an order. We recommend that you use the code that provides you with the best discount.
-
Can I amend my order after I've placed it?
Unfortunately, in most cases we cannot amend your order after you have placed it. We recommend that you cancel your incorrect order and re-place an order for the item you need. Due to our warehouse team’s quick turnaround and demand for orders, we are unable to guarantee that we can amend orders. If you need to amend your order and cannot cancel and re-order, please contact one of our stores at the earliest convenience during our opening hours.
-
How do I use Clearpay?
We’ve created a clear guide on how Clearpay works here. Just select Clearpay as your selected payment method at checkout!
-
How do I cancel my order?
If you’d like to cancel your order, please contact one of our store teams at your earliest convenience. We cannot cancel orders once they have been dispatched.
-
How long will my order take to arrive?
We pride ourselves in our quick and easy uniform shopping experience. Please check our delivery and collection page to see how long your order will take to process.
-
How do I apply a discount?
To apply a promotion code, please click ‘+ Apply a promo code’ to open the drop-down. Where the box says ‘Coupon code’, please enter your code. Then press ‘Apply Coupon’. Please ensure your basket total is updated before proceeding to payment.
Products and Sizing
-
I can't find what I'm looking for.
If you can’t find the product you’re looking for, our LiveChat function operates during working hours every week. Our handy assistants will be happy to help you find what you’re looking for! Alternatively, feel free to contact one of our store teams.
-
How do I know what size to order?
As per childrenswear standard, a lot of our products are in ages. For example, size 8-9 is inclusive of ages 8 and 9, and size 10-11 is inclusive of ages 10 and 11, hence there is no 9-10 size. We recommend every customer views our size guide available on each product to help get the most accurate size for your child.
If you’re unsure what size to order, please refer to our size guide.
-
How does your Personalisation Service work?
We offer personalisation on a wide range of our products and some schools have compulsory personalisation as part of their uniform.
You can ask for personalisation in-store or fill out the relevant personalisation options on selected products.
Please be advised that the lead times for personalisation are around a week for in-stock items, with this being extended in our peak summer period to two weeks for in-stock items. For out of stock items that have been ordered, please allow the advised order time plus the time taken to personalise your product. You can request an overall timescale from the stores or telephone team who will keep you updated on the progress of your personalisation.
*Please note that all personalised items are non-refundable. When submitting your personalisation details, you should do so carefully to ensure your personalisation is accurate.
Frequently Asked Questions (FAQs)
Delivery and Returns
-
Where is my order?
Depending on your shipping method, your order may take longer to get to you. During peak times, we will advise of any delays and will communicate these with you as best as we can. You will receive an email once your order is dispatched with relevant tracking information. If you find that your order hasn’t arrived, we recommend calling the store that stocks your uniform who will be able to get in contact with our delivery suppliers for you.
-
When am I eligible for Free Standard Delivery?
Standard shipping is £5.95 or free on orders over the value of £65.00. Please allow 2-4 working days for delivery. Delivery will be attempted Monday-Friday except for Bank Holidays. Click & Collect from Store or Click & Collect from School (where available) are also free delivery methods which make our customers’ lives easier!
-
How does Click & Collect in Store work?
When you place your order online, select free Click & Collect from the store you’d like to pick up from. Collection in store is free of charge. You can collect your online order from one of our stores at Enfield or Cockfosters. Your order will be available for collection after 1-2 working days; we will contact you via email to let you know your order is ready for collection. When collecting your order you will need to provide your order number and photographic ID. You can find your order number in your order confirmation email or your collection email.
-
Am I eligible for Click & Collect from School?
Available from participating schools only. You will be able to check if the school your child attends accepts deliveries at the checkout. We make school deliveries once a week during term time. We will notify you when your order is complete and when it can be collected from the school office.
-
How do I return something to you?
To return your entire order, or just one or a few items, you can drop off your items in store to either refund or exchange in line with our policies. Please bare in mind that we do not currently cover postage costs of items returned to us. If you do wish to post your order back to us, we recommend sending your returned items to the store which your uniform is stocked in. This enables us to process your return as quickly as possible. You should notify the store before you return your item and should keep your delivery confirmation slipin your package with the returned items highlighted. If your items are stocked at both stores, we recommend returning them to the store most convenient for you.
-
Have you received my returned items?
You will be notified once your return has been received and processed. Please allow 10-14 days for your return to be processed before contacting the store.
Payments, Discounts, and Existing Orders
-
My payment failed, how do I place an order?
Unfortunately, you cannot place an order without a completed payment. We recommend you contact your bank supplier and check your funds to see if your card is blocked or you have insufficient funds. Failing this, we have a plethora of payment options available to customers including PayPal, Google Pay, Apple Pay, and Clearpay.
-
Why isn't my promotional code working?
If you are having any trouble applying a promotional code, we advise customers to contact us before placing an order as we cannot apply promotion codes after payment is received. Before contacting us, please check the terms and conditions to make sure the code hasn’t expired or requires a minimum spend. We cannot alter these terms and conditions so codes cannot be redeemed if operating outside of these.
-
Can I use more than one promotion code on my order?
Unfortunately, you cannot use multiple codes at one time when placing an order. We recommend that you use the code that provides you with the best discount.
-
Can I amend my order after I've placed it?
Unfortunately, in most cases we cannot amend your order after you have placed it. We recommend that you cancel your incorrect order and re-place an order for the item you need. Due to our warehouse team’s quick turnaround and demand for orders, we are unable to guarantee that we can amend orders. If you need to amend your order and cannot cancel and re-order, please contact one of our stores at the earliest convenience during our opening hours.
-
How do I use Clearpay?
We’ve created a clear guide on how Clearpay works here. Just select Clearpay as your selected payment method at checkout!
-
How do I cancel my order?
If you’d like to cancel your order, please contact one of our store teams at your earliest convenience. We cannot cancel orders once they have been dispatched.
-
How long will my order take to arrive?
We pride ourselves in our quick and easy uniform shopping experience. Please check our delivery and collection page to see how long your order will take to process.
-
How do I apply a discount?
To apply a promotion code, please click ‘+ Apply a promo code’ to open the drop-down. Where the box says ‘Coupon code’, please enter your code. Then press ‘Apply Coupon’. Please ensure your basket total is updated before proceeding to payment.
Products and Sizing
-
I can't find what I'm looking for.
If you can’t find the product you’re looking for, our LiveChat function operates during working hours every week. Our handy assistants will be happy to help you find what you’re looking for! Alternatively, feel free to contact one of our store teams.
-
How do I know what size to order?
As per childrenswear standard, a lot of our products are in ages. For example, size 8-9 is inclusive of ages 8 and 9, and size 10-11 is inclusive of ages 10 and 11, hence there is no 9-10 size. We recommend every customer views our size guide available on each product to help get the most accurate size for your child.
If you’re unsure what size to order, please refer to our size guide.
-
How does your Personalisation Service work?
We offer personalisation on a wide range of our products and some schools have compulsory personalisation as part of their uniform.
You can ask for personalisation in-store or fill out the relevant personalisation options on selected products.
Please be advised that the lead times for personalisation are around a week for in-stock items, with this being extended in our peak summer period to two weeks for in-stock items. For out of stock items that have been ordered, please allow the advised order time plus the time taken to personalise your product. You can request an overall timescale from the stores or telephone team who will keep you updated on the progress of your personalisation.
*Please note that all personalised items are non-refundable. When submitting your personalisation details, you should do so carefully to ensure your personalisation is accurate.