1. Ordering

Our legal delivery terms

1.Ordering, Order Confirmation & Stock Availability

1.1 Ordering Online

Orders are only accepted online through the Schoolwear Direct website. We do not accept or process orders by telephone or email.

When you place an order through our website, you are making an offer to purchase the products listed in your order.

Once your order has been submitted, we will normally send an order acknowledgement to confirm that we have received your order. This acknowledgement confirms receipt of your order but does not necessarily mean that your order has been accepted.

A binding contract will normally be formed when we accept your order, which will generally be when we dispatch the goods or otherwise confirm acceptance of your order.

We may contact you if there is an issue with your order, including where:

  • a product is unavailable;
  • there is an error in the price shown;
  • there is an error in the product description;
  • we are unable to fulfil an item; or
  • we need to clarify information relating to your order.

If an item cannot be fulfilled after you have placed your order, we may, where appropriate, offer the item on back order.

If no back-order option is available or agreed, we will provide an appropriate refund for the affected item or items where payment has already been taken.

You should check your order carefully before completing your purchase, including the:

  • product;
  • size;
  • colour;
  • quantity;
  • delivery or collection option; and
  • delivery address.

By placing an order through our website, you confirm that you have provided the required information, selected the products, sizes, colours and quantities you wish to purchase, and accepted these Terms and Conditions.

Before completing your order, you will be required to confirm that you have read and agreed to these Terms and Conditions. You will also be provided with the applicable estimated dispatch timeframe for your selected school and, where applicable, any information regarding extended lead times.

By completing your order, you acknowledge that you have been provided with this information and agree to place your order subject to these Terms and the applicable estimated dispatch timeframe displayed at the time of purchase.

Estimated dispatch timeframes are estimates only and are not guaranteed. Where an extended estimated lead time is specifically advised at the time of ordering, this will override the standard estimated timeframe.

Nothing in this section affects your statutory rights.

1.2 Order Confirmation

After placing an order, you will normally receive an acknowledgement email containing information such as your:

  • order number;
  • products ordered;
  • sizes and colours selected, where applicable;
  • quantities ordered; and
  • delivery or collection information.

You should check your acknowledgement carefully and contact us as soon as possible if you believe there is an error.

Where an order is placed outside our normal business hours, including after 5:00pm Monday to Friday, at any time on a Saturday or Sunday, on a Bank Holiday, or during any advised business closure, the order will be treated as having been received on the next working day that we are open. Orders will then be processed in accordance with our normal order-processing procedures.

Due to our stock management and order-processing systems, we are unable to make direct changes to products, sizes, colours or quantities once an order has been placed.

Our additional 24-hour order-change facility is explained in Section 2 below.

When your order is dispatched, we will send a dispatch confirmation and tracking information where tracking is available.

Where your order is being collected from a school or store, we will send a notification when it is ready for collection.

1.3a Lead Times

Our estimated dispatch timeframes are provided on the individual school page of our website and are intended to give an indication of when your order is expected to be dispatched.

All lead times provided by us are estimates only and are not guaranteed. Orders may be dispatched at any time within the estimated timeframe provided.

Where stock availability or stock-related issues may cause a delay, the estimated timeframe will still apply unless we have specifically advised of an extended lead time.

1.3b Working Days and Order Processing

Our stated turnaround times are based on working days and begin from Day 1 of processing.

Orders placed after 5:00pm on a weekday, at any time during weekends or bank holidays, or on any pre-advised company closure day, will not be treated as having been placed on that day. Day 1 will commence on the next working day that the company is open and able to process orders.

Working days do not include weekends, bank holidays, or any pre-advised days on which the company is closed, including planned holidays, staff appointments, training days, or other scheduled business closures.

For example, if an order is placed at 5:30pm on a Friday, Day 1 will commence on the following Monday, provided Monday is a normal working day and the company is open. If Monday is a bank holiday or a pre-advised company closure day, Day 1 will instead commence on the next working day that the company is open and able to process orders.

Where the company is closed for a period of time, any orders placed during that closure period will be treated as having been received on the next working day that the company reopens, and the applicable turnaround time will begin from that day.

Please note that the stated working-day turnaround period relates to order processing and dispatch and does not necessarily represent the delivery time once an order has been dispatched.

1.4 Extended Lead Times

During peak periods or where circumstances require additional processing time, an extended estimated lead time may apply.

Where an extended estimated lead time applies, this will be communicated through one or more of the following:

  • our main website page;
  • the individual school page;
  • the basket/checkout page; and
  • our social media pages.

Where an extended estimated lead time is provided during a peak period, the extended timeframe will override the standard estimated lead time displayed for the relevant product or school.

All lead times provided by us are estimates only. Orders may be dispatched at any time within the applicable estimated timeframe, and we do not guarantee delivery or dispatch by a particular date.

Where an extended estimated timeframe is advised during a peak period, we do not guarantee that orders will be delivered before the start of the school term or before schools return. Customers should take the applicable extended estimated timeframe into consideration when placing their order.

We will make reasonable efforts to process and dispatch orders within the applicable estimated timeframe. However, factors such as stock availability, supplier delays, seasonal demand and other operational circumstances may affect when an order is dispatched.

1.5 Stock Availability

We offer a large range of school uniform and sportswear products, including products available in different sizes and colours.

Although we make reasonable efforts to keep our website information up to date, stock can change between the time an order is placed and the time it is processed.

An item shown as available when an order is placed may therefore become unavailable before the order is processed.

If an item becomes unavailable after you have placed your order, we will contact you where appropriate and explain the options available.

Depending on the circumstances, we may offer you the option to:

  • wait for the item to become available;
  • place the item on back order, where this is available;
  • cancel the affected item and receive a refund; or
  • cancel the order where the unavailable item affects the order as a whole.

Where only part of an order is unavailable, we will explain the available options.

If an item cannot be supplied and no alternative arrangement is agreed, any amount paid for that item will be refunded as appropriate.

Nothing in this section affects your statutory rights.

Changes to Orders and Deliveries
  1. Changes to Orders & Delivery Information

2.1 Changes to Products, Sizes, Colours and Quantities

Once an order has been placed, we cannot amend products or quantities due to our stock management and order-processing procedures.

This includes requests to change:

  • products;
  • sizes;
  • colours; or
  • quantities.

Made-to-order items are exempt from this policy and cannot be amended, changed, or cancelled once the order has been placed, as production may begin specifically for your order.

You are therefore responsible for checking that you have selected the correct items, sizes, colours and quantities before completing your purchase.

2.2 Changing a Delivery Address

If you need to change your delivery address after placing an order, you should contact us as soon as possible.

We may be able to change the delivery address if:

  • the order has not yet been packed; and
  • we receive the request with sufficient time for the change to be made before dispatch.

Once an order has been packed or dispatched, we may be unable to change the delivery address.

All delivery-address change requests must be made in writing by email by the account holder using the email address registered to the account or order.

For privacy, data protection and account-security reasons, we will only discuss an order or provide order information to the registered account holder unless valid written authorisation has been provided.

We do not accept delivery-address changes or requests for order information by telephone or from an unregistered email address.

2.3 Nominated Persons and Authorisation

If the registered account holder wishes to allow another person to discuss or manage a particular order, the account holder must provide written authorisation.

The authorisation must:

  • identify the nominated person; and
  • clearly identify the specific order to which the authorisation relates.

Authorisation is required for each individual order.

Authorisation for one order does not automatically give the nominated person access to:

  • other orders;
  • the customer account;
  • previous orders; or
  • future orders.

A new written authorisation will therefore be required for each individual order.

Until valid authorisation has been received and verified, we will not discuss the order or provide order information to a person who is not the registered account holder.

We may request additional information where reasonably necessary to verify the identity of the account holder or nominated person.

2.4 Requirements for Delivery Address Changes

When requesting a delivery-address change, you should provide:

  • your order number; and
  • the full and correct delivery address you are requesting.

A requested change is not effective until we have confirmed the change by email.

If the change is successfully made, an updated order acknowledgement may be emailed to the registered account holder upon request.

You should not assume that an address change has been made unless you have received written confirmation from us.

We cannot accept responsibility for an unconfirmed change.

We cannot guarantee that an address change will be possible once an order has entered the packing or dispatch process.

Changing a delivery address may also affect the delivery service available and/or the estimated delivery timeframe.

2.5 24-Hour Order-Change Facility

We provide an additional 24-hour order-change facility to help customers who realise shortly after placing an order that they have selected the wrong product, size, colour or quantity.

If you contact us within 24 hours of placing your order, and the order has not already been completed, processed, packed or dispatched, we may be able to cancel the original order.

This facility is not a facility to directly amend the original order. Instead, where cancellation is possible, the original order will be cancelled and you will be able to place a new order for the correct items.

Where an order is successfully cancelled under this 24-hour facility, a credit voucher will be issued and emailed to the registered email address.

The credit voucher will be limited to the value of the eligible cancelled items and any refundable original delivery charge.

If the replacement order costs more than the credit voucher, you will need to pay the difference.

If a different delivery option is selected for the new order, any additional delivery charge will also need to be paid.

The replacement order is a new and separate order.

The estimated dispatch and delivery timeframe applying to the original order will therefore no longer apply to the new order.

The new order will be subject to:

  • stock availability at the time the new order is placed;
  • the applicable prices at that time;
  • any applicable school-specific ordering arrangements;
  • the preparation requirements applying to the new order; and
  • the delivery option selected for the new order.

The new order will not be processed until any additional payment due, including any additional delivery charge, has been received.

If an order has already been completed, processed, packed or dispatched, the 24-hour order-change facility will no longer be available.

Made-to-order items are exempt from our standard returns policy and cannot be returned or exchanged unless they are faulty, damaged or not as described.

Our 24-hour order-change facility does not apply to made-to-order or personalised products where the applicable statutory exception applies.

The 24-hour facility is an additional service provided by us and does not remove, restrict or replace any statutory cancellation or return rights you may have.

2.6 Delivery Information and Incorrect Addresses

You are responsible for ensuring that the delivery address supplied with your order is complete and accurate.

If you realise that the address is incorrect, you should contact us immediately.

If the order has already been dispatched, we may be unable to change the address.

An incorrect or incomplete address may result in:

  • a delay;
  • a failed delivery attempt;
  • the parcel being returned to us; or
  • additional delivery arrangements being required.

Where an additional delivery cost is reasonably incurred because an incorrect or incomplete delivery address was supplied by you, we may charge the reasonable additional cost of re-delivery.

This does not affect any statutory rights you may have.

Once an order has been dispatched, tracking information may be provided where available.

If a delivery attempt is unsuccessful, the relevant delivery provider may provide instructions for collection or re-delivery.

Made to order Products

3. Made to order Products

Made to order Products

Some products may be identified as made-to-order, personalised or otherwise specifically manufactured or supplied to your requirements.

For each school, the relevant product description will clearly identify which items are made-to-order and explain why they are made-to-order. For example, Age 3–4 and adult sizes may be made to order because the school logo is added specifically to the item after the order has been placed.

This information will be provided before you complete your purchase. Where applicable, the made-to-order status will also be clearly indicated when you select the relevant size, together with information that the item is made-to-order and non-returnable, subject to any statutory rights that apply.

Made-to-order items are exempt from our standard returns policy and cannot be returned or exchanged unless they are faulty, damaged or not as described.

Our 24-hour order-change facility does not apply to made-to-order or personalised products where the applicable statutory exception applies.

Nothing in this section affects any statutory rights that cannot legally be excluded.

Payment & Prices

4. Payment & Prices

Payment & Prices

4.1 Payment

The payment methods available for your order will be shown at checkout.

Payments are processed through Worldpay, our payment service provider.

Payment information is handled in accordance with applicable security and data-protection requirements.

The total amount payable for your order will be shown before you complete your purchase.

This will include applicable VAT and delivery charges where applicable.

4.2 Payment Pending and 48-Hour Payment Period

Where an order has been placed but payment has not yet been received, the order may remain pending for up to 48 hours.

Payment must be received within 48 hours of the order being placed.

If payment has not been received within 48 hours, the order will automatically be cancelled due to non-payment.

Any stock allocated to the order may then be released and made available for other customers.

We will send an email notification to the registered email address where an order is cancelled due to non-payment.

Once an order has been automatically cancelled due to non-payment, the original order cannot be reinstated.

If you still require the products, you will need to place a new order.

Any new order will be subject to:

  • stock availability;
  • the prices applicable at the time of the new order;
  • available delivery options;
  • applicable delivery charges; and
  • any other ordering arrangements applicable at that time.

If there is a problem with payment, we may contact you to request an alternative payment method.

However, stock cannot be guaranteed beyond the 48-hour payment period.

We reserve the right not to accept an order where payment cannot be authorised or where payment has not been received within the applicable payment period.

4.3 Prices

All prices are shown in UK pounds sterling (£).

VAT is included where applicable.

Delivery charges are normally shown separately unless expressly stated otherwise.

The total amount payable, including applicable delivery charges, will be shown before you complete your purchase.

Prices, promotions and offers available through the Schoolwear Direct website may differ from prices, promotions or offers available in our physical stores.

Promotional prices will apply for the period stated in the relevant promotion.

Where no specific promotional period is stated, we may withdraw or amend the promotion before your order is accepted, subject to applicable law.

Where we display a previous or “was” price, the comparison will be presented in accordance with applicable pricing and consumer-protection requirements.

We may correct genuine errors in prices, product descriptions or other information displayed on the website.

If an error affects an order you have placed, we will contact you where appropriate and explain the available options.

UK Delivery

5. UK Delivery

UK Delivery

5.1 Delivery Services

We currently use delivery services including Royal Mail and DPD.

The delivery options and applicable delivery charges available for your order will be shown at checkout.

We do not describe these options as “standard” or “express” delivery services.

5.2 Royal Mail

Royal Mail deliveries are normally expected to arrive within 3–5 working days from dispatch.

5.3 DPD

DPD deliveries are normally expected to arrive within 1–2 working days from dispatch.

The DPD timeframe relates only to the estimated delivery period from dispatch.

We do not offer an express dispatch or expedited processing service.

Selecting DPD does not mean that your order will be dispatched ahead of other orders or that the order will receive expedited processing.

5.4 Delivery Timeframes

All delivery timeframes stated on our website or at checkout are calculated from the date of dispatch, not from the date the order is placed.

The stated delivery timeframe therefore does not represent the time required to process, prepare or dispatch your order.

Estimated delivery times may vary because of:

  • the delivery service selected;
  • stock availability;
  • order preparation requirements;
  • circumstances affecting the delivery provider; or
  • circumstances outside our reasonable control.

Where a specific delivery date or delivery period has been agreed with you, we will make reasonable efforts to deliver within that agreed period.

If we are unable to deliver within an agreed period, or within 30 days where no other delivery period has been agreed, you may have statutory rights to cancel the contract and receive a refund in accordance with applicable consumer legislation.

Nothing in our delivery estimates removes or limits those statutory rights.

5.5 Delivery After Dispatch

Once an order has been dispatched, the delivery provider is responsible for the physical delivery of the parcel.

Where tracking is available, tracking information may be sent to you following dispatch.

If a delivery attempt is unsuccessful, the delivery provider may provide instructions explaining how to arrange collection or re-delivery.

5.6a Undelivered, Missing or Delayed Orders

If your order has not been delivered, is believed to be missing, or has not been received within the applicable estimated delivery timeframe, please contact us by email as soon as possible and provide your order number and any relevant information so that we can investigate the matter. Where an investigation is required, this may take up to 30 working days, depending on the circumstances and any information required from our delivery provider or other relevant parties. While an investigation is ongoing, we will not normally issue a replacement or refund until the investigation has been completed and the outcome has been established, subject to any statutory rights or remedies that apply and cannot legally be excluded or restricted.

5.6b Missing Items

You must check your order promptly upon receipt and notify us of any missing items within 3 days of receiving your order. This timeframe is required to allow us to investigate the issue with our order and dispatch records.

Any missing items reported after this 3-day timeframe may prevent us from being able to investigate the matter, and we will be unable to assist with claims for missing items reported outside this timeframe.

When reporting a missing item, please provide your order number and details of the item(s) that are missing.

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