Refund policy
**Important note: by ticking the checkbox during checkout, you are agreeing to the following terms & conditions**
Returns
How can I return an item?
To request a refund for an item, please log in to your account. If you didn’t create an account when you made the purchase, you can still access your orders by entering the email you used at checkout. Please note that we do not offer exchanges. If you need a replacement item, you will have to place a new order.
Request a return
You will need your order number from your order confirmation email or located on your packing slip. This starts is #. Then, simply select the item (s) you wish to return and your reason code.
I no longer have my packing slip.
If you have misplaced your packing slip, please download our returns form. Without the original packing slip or returns form, we will not be able to link your return with your order.
Customer Returns Form
You are responsible for arranging and paying for the postage to return items to us. We prefer Royal Mail, but you can use any carrier. Make sure to get proof of postage when sending the items. We are not liable for non-delivery of returned goods or returns damaged in transit.
How long do I have to return a product?
You have 14 days from receipt to return any products to us for a refund (the below exemptions apply). If a return is made outside the 14-day window, a credit note may be offered at our discretion, provided that the returned item is part of our current product line.
All returned items must be complete, unused, and in ‘as new’ condition, including any accessories. We reserve the right to withhold a portion of the refund on top of our standard 10% restock fee, if the returned goods show signs of use beyond what is expected.
Items that cannot be returned.
- Goods made or supplied to order
- Bespoke-made garments
- Items with initials or names embroidered
- Clearance items
- Socks and tights
- Mouth guards
- Ear plugs
- Swim hats
- Drinks bottles
- Hair accessories
- Subsequently updated uniform items that are still current uniform (i.e. Grey Braunton V-neck)
I have received faulty items.
If the items are defective, incorrect, or damaged upon delivery or collection, we ask that you notify us within 48 hours and promptly return the items to us. In this case, we will send you a paid return label for you to print and, if possible, schedule a collection. It’s your responsibility to ensure that all items are packaged correctly and made available for the collection. If you miss the collection, you will need to reschedule it at your convenience, however, we will still need to receive the goods within 14 days.
Can I cancel my order?
To cancel an order, you need to inform us in writing via email or by telephone (01237 700528), and if shipped, return the goods we delivered to you within 14 days. Shipping costs will not be refunded unless the order was canceled before shipping.
Exemptions to this are items that fall under those that cannot be returned. These will ONLY be refunded if they have not been shipped.
Can I request an exchange?
We no longer offer exchanges. If you require a change of size or colour, you will need to return your original items for a refund and purchase the other size or colour in a separate order.
When will I receive my refund?
Refunds will be issued, minus a 10% restocking fee and any additional charges due to decreased product value, by crediting the original payment card account. All refunds will be processed within a maximum of 14 days (usually within 5 days) of us receiving the returned items or receiving evidence of the return.
Once we have processed the refund at our end, the UK average for banks and credit card companies to carry out a refund is 7-10 working days and this is outside our control.
Why do we charge a restock fee?
To put it bluntly, would you work for free? The restock fee helps cover the costs of admin and handling of the return, which includes the steaming of garments before they are returned to the shelf. It also helps combat the problem of customers ordering multiple sizes of each garment (sometimes as many as 3 or 4 sizes of each product) only then to return most of the order. This kind of online shopping has a huge negative effect on a small business and is something many schoolwear retailers are trying to prevent.
Items returned as faulty within 6 months of purchase will be inspected and, if determined to be faulty due to a manufacturing defect, will be repaired. If repair is not possible, a refund or replacement will be offered. If there is any dispute regarding the cause of the fault, such as being caused by a child or improper washing, the item will be sent to the manufacturer for analysis and the appropriate action will be taken based on the results.
Returned faulty goods must be thoroughly clean and washed for inspection. We reserve the right to refuse items for fault investigation if they are not returned in a clean condition.
All returns are quality checked – Refunds will not be given if they do not comply with our returns policy.