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Question

Why do items keep disappearing from my basket?

Answer

This website uses cookies to save items to your basket. You will need to enable cookies in your browser settings in order to make a purchase.
 
Question


I cannot find a payment method option to fully checkout?

Answer

Please ensure that you have both selected your delivery method from the drop down list & accepted the terms and conditions, as failure to do these will result in not being able to checkout fully. Some Apple phones require you select the option given on screen of using the desktop version or accept all cookies which you can find in settings.

Question

I am having Payment Issues on my SmartPhone.

Answer

WorldPay uses a 3rd party to detect mobile devices and in some cases if this service is not updated newly release phones may not be recognised and will be served the desktop page. To overcome this issue, please scroll down to the bottom of the page and select “Switch to Desktop”

Question

When will my order be despatched?


Answer

We endeavour to despatch orders placed before 12 noon NEXT DAY, mon-fri excluding weekends and bank holidays, if your order is placed AFTER NOON  please add a another day to expected Despatch time.

PLEASE NOTE THAT IF YOU SELECT NEXT WORKING DAY COURIER, IT DOES NOT MEAN THAT YOUR PARCEL WILL BE PICKED AND PACKED SOONER, ONLY THAT THE TIME IN TRANSIT IS REDUCED TO NEXT WORKING DAY FROM TIME OF DESPATCH


Question

How long does a refund take to process?

Answer

WorldPay advises that at the point we arrange a refund with them, which is when you receive your email from WorldPay, it is three to five working days before the funds are available for you to use in your bank account. When calculating the number of working days, they exclude Saturdays, Sundays and Bank Holidays.


Question

How long will it take for my uniform to arrive?

Answer

The delivery time will depend on the delivery option you choose at checkout and begin from the time of despatch. 2nd class post should arrive in around 3-5 working days, 1st class post should arrive within 3 working days and courier delivery is a next working day service from the time of despatch. All delivery times are estimates and based on a Monday to Friday working week. Royal Mail will not deem a packet lost until 20 working days after the date of dispatch.

You can also collect from our designated collection parcel point in Clacton after selecting the option in the checkout. THIS IS NOT A SHOP BUT A PARCEL HUB FOR COLLECTIONS AND DROP OFF RETURNS ONLY.


The collection address is:

Prime Fulfilment Ltd
Prestige House
Valleybridge Road
Clacton On Sea

CO15 4AD
 
For further information on collection, please click on
Collection in Person tab above.

 

Question

Can I amend my order after I've placed it?


Answer

We're really quick at packing your order up which means we can't make any changes once you've placed it. This includes changing the delivery option and delivery address.

However, you may be able to cancel your order and place a new one instead. There are varying time limits in which you can cancel your order depending on what delivery option you’ve chosen:

All delivery options – up to 15 minutes after completing your order.

Collect from Clacton – Up to 3 days after completing your order.


Question

I have received a back to stock email, but there is no stock when I check for product availability?


Answer

If an item you are interested in is out of stock, you can request an email alert to inform you when it is back in stock. All you need to do is assign your email address on the "Email when in stock" button on the product description.

If you haven’t received an email to say the item you want is back in stock this means that we haven’t received our delivery yet, don’t worry we’ll let you know when it is back in stock and ready for you to purchase.

If you have received your in stock email alert and upon visiting the site it is out of stock again, this means the item is very popular and has unfortunately sold out, you can sign-up to the 'Email When in Stock' service again in just a few clicks.


Question

My uniform has not arrived?


Answer

If you chose a 1st or 2nd class delivery option and you have allowed 5 working days after receiving an email dispatch notification, you will need to check with your local royal mail sorting office. It is possible that the royal mail attempted to deliver and did not leave a card.
 
If you chose the courier delivery and you have waited a full working day after receiving your dispatch notification, please use the contact us page to tell us about it and we'll sort the problem.

 

Question

What is meant by Next Day Courier?

Answer
 
If you select courier this means that once your order is ready for dispatch we will send via a next-day courier service.

PLEASE NOTE

This does not necessarily mean your parcel will be dispatched same day or arrive the next day as we endeavour to dispatch next working day and the courier would be the next working day after that. Next day courier operates Monday- Friday and orders must be placed before the 12 noon cut off time for next day delivery.

   
Question
 
Can I try the uniform on before I make a purchase?


Answer

Most senior schools either keep some items in school for you to try on before you buy online or offer a uniform selling day in school during the summer.

We only offer an online service. Garment sizing dimensions are available for relevant products and these can be used to order the correct size. If you are still unsure as to what size to order, contact us and will be happy to advise you on sizes.

 

Question
 
What items do I need?
 

Answer
 
All items advertised on your school page are relevant to you. Not all items are compulsory however and a full uniform list can usually be found on the school website. A link had been set up at the top of your uniform page to help.
 
  

Question
 
What do I do if the item is out of stock?
 

Answer
 
We work hard to ensure all items are in stock throughout the year however, if the item you require is out of stock, we recommend putting your email address into the back in stock reminder box and waiting a couple of days.
 
  

Question
 
Can I exchange my items?
 

Answer
 
We cannot offer exchanges online. This is because there is often a difference to pay as prices vary according to size and there is also additional postage to pay for additional items to be sent out.
 
If we attend your school for a uniform selling trip in the summer you are welcome to return anything or exchange in person at that time, please remember to bring along your original paperwork
 
If you need a different size you will need to return to us the item which does not fit and then re-order separately online the item you require.


   
Question
 
Why am I being charged VAT?
 

Answer
 
School uniform is subject to VAT it if is designed for children 14 years and older or the key garment dimension exceed those of government guidelines. Further information can be found on the HMRC website.
 
  

Question

I have my order in the basket but I'm having trouble paying?

Answer

You will need to enable 3rd party cookies within your Internet browser. This option can usually be found under preferences or options. Note: Apple has recently released an update to their safari browser that automatically disables the use of 3rd party cookies.


Question

How do I return an item by post?

Answer
 
Important Notice

Post Offices no longer issue their customers with stamped Certificates of Posting for the purposes of 'proof of postage'. In order to obtain 'proof of postage' at a Post Office, you must request the post code of the mailing address is printed on the receipt for the payment. We do not accept hand written postcodes on receipts as proof that the packet was sent to the correct address, so please mention to the person serving you before the item is weighed that you need the postcode (CO15 4AD) printing on the receipt.

When returning a parcel, please retain your official 'proof of postage' until you receive your refund notification, so we effectively bear the risk should your item be lost in transit.