Do I need to set up an account to shop?
When you shop with us you can set up an account at any point during your order, but you do not have to. You can checkout as a guest.
Why would I set up an account?
The advantages of setting up an account:
Your details plus your billing and delivery address will be held in your account for future orders, no need to input them each time. You can also add multiple delivery addresses and select from these. Updating and removal of addresses are simple via an edit or delete button.
Please note, no payment details are held by us – you need to input these each time.
You will be able to track your shipment, allowing you to do just to see where your item is or if it has been delivered.
You will also be able to see your order and payment history, your fulfilment status and any refund details
If you checkout as a guest, please note the above information will not be available to you
When will I receive my order?
We aim to dispatch orders within 5 working days. We will email you to let you know when your order has been dispatched.
We ship orders using Royal Mail and delivery timescales are typically 5 business days.
We therefore say to allow 10 working days for receipt of your order, day 1 being the day after you place your order
How do I Return an item?
When you receive your order, you will find a returns form and a returns label included. Please complete the returns form and place inside your parcel, fix the label to the outside of the package and post it back to us via Royal Mail. Your return postage is free of charge
Please use the original bag your order came in – there is a 2nd adhesive strip on the bag for this purpose.
What do I do if an item is unavailable/out of stock?
If an item which you require is currently unavailable, you will be given the ‘email me when back in stock’ option. Please complete this and we will email you when it is available. Please note that all customers who are waiting on this product will receive notification also so we advise you to order as soon as you can
What if I need a size that is not offered on the website?
We stock a wide range but understand this may not be suitable for all. Please contact us directly on email@example.com and we will do our very best to help
Why is VAT included?
Not all garments attract VAT – this depends primarily on the size of the garment and follows HMRC rules. We are obliged to charge all customers VAT where it is applicable. Some garments are zero rated at certain size levels and above those sizes VAT is chargeable. Where the garment can be shown to be only worn by someone under 14 years of age (because it carries the logo of a primary school for example) the VAT should not be applied. If the garment cannot be shown to be only wearable in a Primary School, then VAT must be applied above certain sizes, irrespective of whether the child is actually in a Primary or Senior School. This is because VAT is applicable to the item, not the customer.
Further information on the VAT guidelines can be found on the HMRC website.
How can I pay for my order?
We accept the following major credit and debit cards: VISA, Mastercard, Maestro, Amex. We also accept Apple Pay and Google Pay.
How do I know my order has been submitted?
If your order has been submitted, you will be taken to an order confirmation page showing your order reference number and the items ordered. An email confirmation of the order will then follow. If you so choose, you can also receive confirmation via SMS
When will I be charged for my order?
You will charged at point of order
Can I add to/cancel/amend my order once placed?
Unfortunately, once an order has been placed, we are unable to make changes to it so a new order will need to be placed for any additional items required.
Can you leave my delivery at my address if I am not in to receive it?
You will receive notification from Royal Mail when your parcel is on its way. This provides you with your tracking number plus the ability for you to state any delivery preferences
Do you offer a FastTrack/Express Delivery Option?
No, we do not currently offer this option
What about your packaging? How is it Planet friendly?
We use compostable mailing bags to send your orders – they break down over time and so eliminate waste.
These bags are manufactured from derivatives of plant sources using starch and lactide-based compostable material, these materials have been certified by Din Certco according to EN13432, which requires more than 90% of the material to convert into biomass, CO2 and water, with no harmful residues remaining.
Please note each bag has a double glue line to encourage re-use and ease of returns.
To break down, these bags need to be placed in a compost environment exposed to heat, moisture and micro-organisms.