FAQs
- My Account
1.1 How do I register?
In order to register for a new account, please select the ‘Register’ button on our homepage and complete the required data fields, before selecting ‘Create an Account’ at the bottom of the page.
1.2 Why do I need to register?
To purchase on the website we require all customers to create an account. Most customers are shopping for school specific items, so by creating an account they can register for their child’s school. The shopping experience is then tailored to the customer’s particular needs and simplifies the process of purchasing their child’s uniform.
1.3 How do I change the schools I am registered for?
If you wish to change the schools you are registered for, please log in to your account and select ‘My Schools’ from the left hand menu. On the next page amend your school preferences by ticking/unticking the relevant boxes, then scroll to the bottom of the page and press the ‘Save’ button. The selected schools will then be visible once you press the ‘Start Shopping’ button on your account page. There is no limit to the number of schools you can register for.
1.4 How do I log in?
In order to log in to an existing account, please select the ‘Sign In’ button on our homepage. Enter the email address and password you have registered with previously and click the ‘Sign In’ button below. You can log out by going to your account page. If you leave the website open on your browser, but unused for a certain time, you will be “timed out” and have to log back in.
1.5 What should I do if I forget my password?
If you forget your password, please click the ‘Forgotten Password’ link on the ‘Sign In’ page and an email will be sent to you advising of the steps to reset your password. Alternatively, please click on the footer, ‘Forgotten your login details’ and follow the instructions on that page.
1.6 How can I change my account details?
If you wish to change any of your personal details, please log in to your account and on the ‘My Account’ page amend any details accordingly.
1.7 How do I log out?
In order to log out of your account, please select the ‘Log Out’ button from the bottom of the left hand menu on your account page. If you leave the website open on your browser, but unused for a certain time, you will be “timed out” and have to log back in.
- Ordering Help
2.1 How do I view items for my school?
From your account page, click on “Start Shopping.” The schools you have registered for will appear here. Select the school and the relevant year group you wish to shop for, then you will be able to begin browsing the relevant uniform items.
2.2 Where can I see my school's uniform regulations?
Downloadable uniform lists can be accessed via links at the bottom of each school’s homepage, or via your school’s own website. Please select the relevant uniform list in order to view the uniform regulations and requirements for your child’s year group. If the uniform list is not displayed, please email the appropriate shop to request a copy of the up to date list.
2.3 What can I do if the item I want to order is out of stock?
In the unlikely event that an item you require is out of stock, please set up a stock alert which will notify you by email once the item becomes available. To do so, on the product page please select the colour/size you require. Please click the button below that reads ‘CLICK HERE TO BE NOTIFIED WHEN THIS ITEM IS BACK IN STOCK’, which will automatically create a stock alert within your account. You can view all your current stock alerts within your account page.
Alternatively, please call or email the relevant store or email our Head Office on [email protected] and discuss your requirements with them. The relevant store should be able to take an order over the telephone subject to the order being paid for at the same time.
2.4 How can I set up a stock alert for out of stock items?
On the product page for the out of stock item please select the colour/size you require. Next please click the button below that reads ‘CLICK HERE TO BE NOTIFIED WHEN THIS ITEM IS BACK IN STOCK’, which will automatically create a stock alert within your account. You can view all your current stock alerts within your account page.
2.4 Am I able to purchase a garment in a size outside of the range listed on your website?
We endeavour to stock all uniform items in a wide range of sizes in order to accommodate the majority of our customers. However, if you require an item in a size that is not listed on our website, please contact us on [email protected] or 01753 818290, and we can advise on the cost and lead time for your specific request.
2.5 How do I know which sizes to choose?
Where relevant we have provided size guidance for each product on the ‘size guide’ tab of the product page. Using the measurements of your child and this information, you should be able to work out which size would be the best fit for your child. If you do not know your child’s measurements, please follow the step by step advice in our Measurement Guide. If you do require further assistance, please contact the relevant store.
2.6 My child is an international boarder, can you help me place my order?
For all international boarder queries please refer to our ordering guide here
2.7 Can I book an appointment for my child’s ‘kit out’?
All of our shops, both high street and on-campus, offer an appointment service for ‘kit outs’. Please contact the appropriate store to book an appointment slot or use our online booking system. Please refer to the homepage for your school, or go to the ‘Booking an Appointment’ page.
Please note that within our high street shops (Eton, Chiswick & Harrow) appointments are not available after the end of July due to the large number of customers wanting to purchase uniform in the busy ‘Back to School’ season. Please check with the relevant store for details of their last appointment date.
Please note this deadline does not apply to the parents of boys starting at Eton College or Harrow School, for whom appointments are able to be made throughout the year.
How can I view my previous orders?
Please log in to your account and navigate to ‘My Orders’ on the left hand menu to view details of your previous orders.
- Payment
3.1 How can I pay for my order?
We accept most major credit and debit cards, including Mastercard, Visa and American Express. We do not accept Diners Club. All payments will be processed for us by Opayo (formerly known as SagePay) who provide a secure link between our online shop and our bank to ensure your card details are kept secure and various fraud checks can take place. The transaction will appear on your card statement as Billings and Edmonds.
3.2 How do I know that my order has been successfully placed?
Once you have clicked the "Confirm card details" button you will see the following message "Thank you--we have received your order", confirming that your order has been successfully submitted. When your order has been processed you will receive an order confirmation via email. We will send a final e-mail message at the time of despatch.
3.3 When will I be charged for my order?
You will be charged for your order at the time of purchase. All orders are to be paid in GB Pounds at the prices denominated on the site.
3.4 My payment has been declined, what should I do?
If your payment has been declined a message will appear on the screen to this effect. (Please note that only your bank can tell you why your card has been declined. Therefore, if you wish to find out the reason you must contact the bank that issued the card.) The order will be held in your basket until payment is successful.
- Processing my Order
4.1 How long will my order take to be processed?
We aim to process and despatch all orders within 48 hours. Orders are sent by Royal Mail or via Courier depending upon the total value of the order and the shipping destination.
4.2 Can I cancel or change an order once it is placed?
If you wish to cancel or change an existing web order, please contact us by email at [email protected]. As we process web orders promptly this may not be possible.
4.3 Can I add to my order once it is placed?
If you wish to add an item to an existing web order, please contact the relevant store to arrange for this addition. If you are unsure as to which store may be processing your order, please refer to your school’s homepage which will specify which of our stores stocks your uniform.
- Delivery
5.1 Can you leave my delivery at my address if I am not in to receive it?
If your order is being sent via courier then there will be options provided to leave your parcel with a neighbour or in a designated safe place. If being sent by Royal Mail, then this will not be possible and normal delivery procedures apply.
5.2 Can I request the date and time of my delivery?
Unfortunately, our courier service provider does not offer timed delivery slots, however your order will be delivered on a next day service before 4pm.
5.3 How long will my delivery take to arrive once despatched?
The time taken for your order to be delivered to you once despatched will depend upon the destination and delivery service used.
5.3.1 Orders shipped via courier will be delivered the next working day by 4pm (UK addresses only).
5.3.2 Please note that our couriers do not deliver on Saturdays or Sundays, so an order placed on a Friday will not be delivered until the following Monday.
5.3.3 If an order is placed after 3pm on a Friday it will be collected by our courier on Monday, for a Tuesday delivery.
5.3.4 Orders sent via Royal Mail 1st Class Post have an estimated delivery time of 1-3 working days (UK addresses only)
5.3.5 For all orders shipped outside of the UK, we will advise of an approximate delivery date at the time of payment.
5.4 Do I have to pay for delivery?
5.4.1 Delivery charges apply to all orders, except those using the free ‘delivery to school’ option or orders for name tapes only. The charges are based on the total value of your basket at checkout (prior to postage costs being added).
|
Total Value of Basket |
Charge for Delivery to UK Address |
Delivery Method |
|
£0.01 to £49.99 |
£4.50 |
Royal Mail (1st Class) |
|
£50.00 to £199.99 |
£6.50 |
Courier |
|
£200 and above |
£12.00 |
Courier |
5.4.2 Different charges apply for delivery to addresses outside of the UK:
5.4.2.1 For courier services to Europe there is a flat rate charge of either £20 or £30, dependent upon the country we are shipping to. The appropriate flat rate will be added to your order once you enter your delivery country.
5.4.2.2 For courier services to countries outside of Europe, we will have to calculate the delivery charge on a case-by-case basis and it will depend upon the destination address plus the weight and size of the parcel. Once you have placed your order online, please contact us at [email protected] to arrange payment for shipping.
5.5 Can I choose to have my order delivered to my school free of charge?
We have agreed a free ‘delivery to school’ option with certain schools only. If this service is available, it will be shown on the school’s homepage and on the delivery options when you get to the checkout.
5.6 How does the free ‘delivery to school’ option work?
5.6.1 During Term time, we offer free of charge delivery, once a week, to the following Schools:
- Bromley High School
- Garden House School
- Hill House International Junior School
- Long Close School
- Marlborough House School
- Streatham & Clapham High School
5.6.2 For orders placed before midnight on a Tuesday, the items will be delivered to your school and ready for collection by that Friday. (Therefore, for orders placed on a Wednesday, the goods will not be available until the following Friday, 10 days later). Please select this delivery option when nominating the delivery address. If choosing this option, please enter your child's name and year group at the delivery stage of checkout, when prompted.
5.6.3 You will be notified once your order has been despatched to the School. Please contact your School office to confirm their specific regulations regarding collection/distribution of their ‘delivery to school’ orders.
5.7 Not all of my items have arrived in my delivery, what should I do?
Occasionally it is necessary for items from your order to be shipped from different locations, which may result in a slight delay between parts of your order arriving at your chosen delivery address. In this case, please check your account to ensure that all items have been marked as despatched and if so, please be assured that the remainder of your order will be with you shortly. Your parcel should include a note stating that the order is being shipped from multiple locations. If you have any further queries regarding your order, please contact the relevant store.
- Returns & exchanges
6.1 How do I return an item?
If you wish to return an item, please complete the returns form enclosed with your delivery and return the item in question to the store address specified at the bottom of the form.
Our full Returns Policy can be found here
6.2 How do I exchange an item?
If you wish to exchange an item, please complete the returns form enclosed with your delivery, specifying which item you would like to exchange and the required size. Please then return the item in question to the store address specified at the bottom of the form, who will subsequently process your exchange upon receipt of the unwanted item.
6.3 Can I return an item to my school
This is not possible. If you wish to return or exchange any items purchased using the ‘delivery to school’ option, please return directly to our store using the returns label included in your delivery. Please do not return these items to the School.
6.4 How long do I have to return an item?
If you wish to return an item, please return the product to us in its original packaging, complete with labels, as soon as possible and no later than 365 days from the day of purchase.
6.5 Do I have to pay to return/exchange items?
The customer is responsible for any postage costs incurred when returning an item to us for an exchange or refund.
6.6 What should I do if my item is faulty?
If you believe that an item is faulty please return it to us, in store or by post/courier. We will inspect the item to assess if it is considered a manufacturing fault. At our discretion, we will repair, rectify, offer a replacement or refund the item. This does not affect your statutory rights.
6.7 Can I return an item if it has been named tagged?
This would be dependent upon whether the name tag can be removed without causing any damage or blemish to the fabric of the garment, leaving the item in a saleable condition. Therefore, this query would be dealt with on a case-by-case basis and the decision of whether to offer a refund or exchange in these circumstances, would be at the discretion of the shop manager.
6.8 How long will it take for my return to be processed?
We aim to process all refunds and exchanges within 2 workings days of receiving your items. However, it may take up to 5 working days from the date of process for the refund to be credited to your account.
- Legal
7.1 Do you have an ethical trading policy?
Yes, we take the issue of ethical trading very seriously and would invite you to view details of our ethical trading policy here.
7.2 What type of safeguards do you have in place to ensure my data is protected?
For details of how we safeguard your personal information, please refer to the ‘Security’ and the ‘Privacy Policy’ pages on our site.
If you have any further queries or would like to provide feedback on our service, then please contact us on [email protected] or 01753 818290
