FREQUENTLY ASKED QUESTIONS

We are committed to supplying as much information on our website as possible to help our customers make an informed decision when purchasing school uniform from us.

Our FAQ’s are designed to answer as many questions as possible to help and improve your shopping experience with School Trends.

What Is Your Delivery Policy And Time Scales For Delivery?

All orders received are made to order as we carry plain stocks and then embroider or print the school logo as required. We aim to deliver school uniform orders to UK mainland addresses within 10 to 14 days (excluding bank holidays) of you placing your School Trends order.  However during June, July, August and September please allow up to 21 days for delivery. We do our best to get your school uniform to you as soon as possible and as a result some orders may arrive earlier. Information on delivery can be found on our Delivery Info page.

Schools that offer delivery to school for online parent orders, this option may be switched off while schools are closed during the summer. This will be switched back on for deliveries later in September.  When your school uniform order is posted we send you an email letting you know that your order is with the courier.

How Do I Return An Item?

If for any reason you are unhappy with any school uniform item that you have purchased from us, you can return the item to us in its original condition within 14 days of delivery for a full refund.

If you require a replacement item, we would advise you to make a separate school uniform order online since this will ensure the fastest delivery time.

Please remember, all orders received are made to order as we carry plain stocks and then embroider or print the school logo as required.

To enable us to handle your return as quickly as possible, please follow the simple instructions below:

1. Return the school uniform item using the returns form included with your delivery, giving the reason for the return. If you do not have the original returns form, please send us a note detailing the reason for the return and include your order number. Please also include your Email address.

2. Wrap the school uniform item securely and address it to the following:
School Trends, 10 Carley Drive, Westfield, Sheffield, S20 8NQ

3. When you are at the Post Office, we recommend the following procedure:

(a) for returning school uniform items with a value less than £75: Post standard 1st Class and obtain a proof of posting receipt from your Post Office. Keep it in a safe place as we can not be held responsible for items that fail to reach us without a proof of posting receipt.

(b) for returning school uniform items with a value more than £75: Post Special Delivery and obtain a validated proof of posting certificate from your Post Office. Keep it in a safe place as we can not be held responsible for items that fail to reach us without a proof of posting certificate. Please check with the Post Office that you are using the correct service for the total value of your returning items.

4. We will notify you via Email when we have processed your return and refunded your money. This may take up to 10 working days from receipt of the returned item.

What Do I Do If Incorrect, Defective Or Damaged Goods Are Delivered?

In the unlikely event that you receive school uniform items which were not what you ordered, or which are damaged or defective, or are of a different quantity to that stated on your order form, we shall make good any shortage or non-delivery, replace or repair any damaged or defective goods, or refund to you the amount you paid for the school uniform items in question. Provided that you notify us of the problem by Email to info@schooltrends.co.uk within 3 working days of delivery of the goods plus return them to us, if we request you to. This does not affect your statutory rights.

How Do I Pay For My Order?

All orders received are decorated to order as we carry plain stocks and then embroider or print the school logo as required.

We accept payment by Credit Card, Charge Card, Debit Card or by Mail Order using the Schoolwear order form issued to your school with a cheque attached as payment. We shall not process any Schoolwear orders until we receive confirmation of payment.

The prices for school uniform at the checkout stage are inclusive of VAT. Delivery is not FREE on orders under £50 before VAT.

Your Payment Card is debited at the time of placing your school uniform order and sometimes a password may be asked for. This is an additional security measure requested by your card provider.

All transaction information passed between our website is encrypted using 128-bit SSL certificates. No cardholder information is ever passed unencrypted and any messages sent to our servers from our payment service provider are signed using MD5 hashing to prevent tampering. You can be completely assured that nothing we pass to our payment service provider can be examined, used or modified by any third parties attempting to gain access to sensitive information. For detailed information on website security please see our Terms & Conditions.

How Do I Find And Order The Approved School Uniform Items?

FIND MY SCHOOL shows all the approved logoed school uniform for schools that have agreed to use our service. To search for your approved items select by County and then by Town (this is the quickest way). When you have found your school you will see all of the school uniform items approved by your school.

As long as you select your school uniform items from this area of our website, items will have the School Logo applied if applicable.

Click on the Schoolwear item you would like to purchase, select the colour if applicable, select the size required and add to your shopping basket. To select another item click continue shopping and repeat the above. When you have selected all items click Proceed to Checkout. At this stage you will be asked to register your details and an account will be set-up for you. Please then proceed to the delivery address and payment section.

Next time you visit our website and you have registered, you can Login to your account and chosen school using your Email address and password that you have set up at the registration stage.

THE PLAIN RANGE shows general items such as school accessories, trousers, skirts, shirts, PE clothing and a lot more. All items in this area DO NOT have the School Logo applied to them. When you select from this area you can add these items to your basket as above.

How Do I Query A School Uniform Order That Has Been Placed?

For any questions relating to your order please contact us

What Is Your Refund Policy?

If for any reason you are unhappy with any school uniform item that you have purchased from us, you can return the item to us in its original condition within 14 days of delivery for a full refund. More information about this can be found under How do I return an item?

Can I Track My Order From Being Placed To Delivery?

You can track your order from being placed to delivery. Login to your account and select “My Orders”. Then click View Details of the order you want to track. The status of your order will be indicated as follows:

Incomplete Payment – something has happened at the payment stage – please contact us
Awaiting Payment – you have selected to send your order by post with a cheque attached. When we have received your order we move it to the processing stage.
New Order – your order is in the system and all OK.
Processing – we have accepted your order. You will receive an Email confirming this.
Picking – your order has been passed to the warehouse for picking.
Production – your order is in the production queue waiting to have the logo applied.
Awaiting Dispatch – your order is in our goods out area waiting for the courier to collect.
Dispatched – your order has been dispatched. You will receive an Email confirming this and information on courier tracking.
Cancelled – you have contacted us and asked for your order to be cancelled. You will receive an Email confirming this.

What Happens If An Item Is Out Of Stock?

We will send you an Email giving you a forecast delivery date. You will be asked if you are happy to wait until the item is back in stock or cancel and receive a refund.

What Happens If I Order The Wrong Size Garment?

Please refer to our size guide and more information about wrong size ordered can be found in our Returns section above.

What Happens If The Goods Are Damaged Or Faulty?

More information about this can be found above, in the section under the heading of: How do I return an item.

YOUR RIGHT TO CANCEL

If you have submitted your School Trends order and received a confirmation Email from School Trends, you can still cancel your order provided that it has not yet entered the dispatch process. Please reply to the order confirmation Email and mark it ‘CANCEL MY ORDER’ in the subject line. Please ensure you supply your name, invoice address post code, product ordered and order number on the Email.

If you have lost your confirmation email - Email to info@schooltrends.co.uk and quote your order number.

If you wish to cancel your order after the despatch stage, you will need to wait until you receive your order and then follow our Returns Procedure. On cancellation for whatever reason you must return to us the goods we have delivered to you.

VAT

School Trends ensures our garments have VAT applied on the right items. VAT legislation states that "Children's garments, irrespective of size, that bear a prominent logo or badge identifying them as part of the official uniform of school catering exclusively for children under 14 years of age may be supplied at zero rate." Garments destined for adults (parents or staff) will be subject to VAT at standard rate. Please inform our Customer Support Team if decorated garments are destine for adults. Non decorated garments in sizes shown with * will be subject to VAT irrespective of the being for children or adults. Items such as bags will have VAT applied as these are not classed as garments. If a garment has a lot of stretch then VAT may apply to smaller sizes for example: Shadow Stripe Shorts VAT starts from 30/32 which is measured for a 10/13 but this is due to the stretch in the garment.

 

 


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