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(SECTION A – ORDERING)

How can I purchase my child’s school uniform?

Can I order on the phone?

Where can I see my School’s Uniform

Can I have my own garments embroidered?

What if I need a garment in a size which is not offered as standard?

Can I have my garments named?

Can I order online and collect in store?

Do I need to register to order online?

What do I do if I forget my password?

How can I change my details?

What can I do if the item I want to order is ‘out of stock’?

If an item on my order is out of stock do I have to pay again for delivery when it is dispatched?

How can I pay for my order?

Is it safe to use my card on your site?

How do I know that my order has been submitted?

Can I cancel or change an order once it is placed?

How do I add to my order once it is placed?

Website troubleshooting

Why has VAT been added to my order?

When will I be charged for my order?

How long will my order take to be processed?

Why do I need to order by 1st August?

What happens if I order after 1st August?

Can I purchase items without a logo from an Emblematic shop?

Voucher/Coupon Codes at checkout?

(SECTION B – POSTAGE)

Do I have to pay for delivery?

How long will my delivery take to arrive once dispatched?

Can I request the date and time of my delivery?

Can I send my order to an address outside of the UK?

(SECTION C – RETURNS)

What if I need to return an item?

Do I have to pay to return items?

How long will it take for my return to be processed?

I’ve bought from the website; can I take the garments back to an Emblematic store for exchange?

(SECTION D – OTHER)

Can I order garments for a business?

Where can I read your Terms & Conditions?

 


 

(SECTION A – ORDERING)

How can I purchase my child’s school uniform?

Either through this website or in store.

 

Can I order on the phone?

We do not take orders over the phone.  Due to the very seasonal nature of our business we would experience extremely high volumes of calls and create a backlog of customers coming to collect right at the end of the school holidays.  In addition, communication difficulties on the phone can result in errors when taking order and payments details.  If you are a trade (non-school) customer please ring for advice and guidance, but we would prefer your actual order details to be confirmed by email.  Alternatively you can place a trade order in or Alnwick branch (weekdays only).  

Where can I see my School’s Uniform

At the top of our Homepage please click on the appropriate header from the following options, to see a full list of available schools:

Click on your school to see the uniform items available.  Please refer to your school for full guidance on compulsory and optional garments.

Can I have my own garments embroidered?

Unfortunately we are unable to embroider your own garments, because:

  • the schools require consistency
  • own garments could be lost or damaged
  • we need to embroider stock ahead of the school summer holidays. 

In special circumstances where a specific garment is required for a medical reason or disability only, please contact your school who will be able to authorise this and make any special arrangements.

What if I need a garment in a size which is not offered as standard?

We stock standard sizes for all schools however in many cases we can embroider other sizes as necessary.  Occasionally we may have to substitute another brand.  If the size you require is not available online, please ring us to discuss your requirements.  In some circumstances there may be an additional charge. 

Can I have my garments named?

Embroidered names are only available for certain schools.  If your school has an optional embroidered name there will be a box to type in the name after you have selected the size.  There will be an additional cost charged for this service.  Unless otherwise specified, garments are embroidered discreetly in the garment colour thread on the side seam above the rib at the bottom.  This minimises safeguarding concerns, particularly for young children.  Named garments are not available through our shops.

Can I order online and collect in store?

No. We are unable to offer a click and collect service due the volume of customers who would need to come and collect.  Experience has shown this creates an unmanageable number of collections, with many customers needing to collect at our busiest time of the year.  You can either visit one of our stores and purchase over the counter or order online for delivery (delivery charge may apply). 

Do I need to register to order online?

You do not need to register to order your child’s uniform through through our site.   You may choose to register your details, to make ordering quicker next time.  We do NOT store payment details.  Any personal information you provide will only be used by us, and will not be disclosed unless we are obliged or permitted to by law to do so.

What do I do if I forget my password?

If you enter the wrong password, you will be able to click the prompt ‘forgotten password’.  You will be required to enter the email address on your account to reset your password. 

How can I change my details?
You can change your details by logging into your account and selecting ‘Edit’.

What can I do if the item I want to order is ‘out of stock’?

The website does not show current stock availability (either online or in the shop).  Where an item is shown as ‘out of stock’ you can still order, but we may be experiencing long delays from our supplier.

If an item on my order is out of stock do I have to pay again for delivery when it is dispatched?

If an item is out of stock, we do not make an additional charge for dispatching the missing item at a later date.

How can I pay for my order?

We accept the following major credit and debit cards: VISA, Mastercard, Maestro/Switch and VISA Electron.  We do not take American Express.  Unfortunately you cannot order and pay over the telephone.  If you need to pay by cheque, you can post in an order form with your cheque (including postage) and your order will be dispatched once your cheque has cleared.

Is it safe to use my card on your site?

Our website uses Paypal to process your payment to offer maximum security fraud protection.   Our website is checked on a weekly basis for security threats and patched/updated as and when necessary.

How do I know that my order has been submitted?

Once your order has been placed, you will be re-directed to a confirmation page.  You will also receive an email confirming your order details – this may take up to 10 minutes. 

Can I cancel or change an order once it is placed?

Once your order has been placed you cannot change it online.  If you have made a mistake please contact us as quickly as possible.  If your order has not been processed then we will make the necessary amendments for you.  Unfortunately if your order has been embroidered or dispatched we will not be able to amend or cancel it, however we may be able to exchange or refund, unless garments have been personalised with students names/initials.  Where a refund is applicable, this will be credited back to the card you used to make your purchase and should show back in your account within 3-5 working days.

How do I add to my order once it is placed?

Unfortunately once your order is placed, you are unable to change it online.  Any additional items will need to be placed on a separate order. 

Website troubleshooting

In some rare circumstances customers may be unable to place an order and find themselves in a loop system, returning to a previous page.  This problem is apparent only when using Google Chrome browser and some mobile or tablet devices.  Please try again using Internet Explorer or Firefox browsers.

Why has VAT been added to my order?

Customers are charged VAT on applicable items as determined by HMRC.  Where garments are to be worn by someone under the age of 14 (and are clearly identified as such by a school logo) then no VAT is payable.  Where garments are not for a First/Primary/Middle school (as identified by the school logo) then VAT applies to certain sizes.  The size at which VAT applies varies between manufacturer and garment and is determined by the manufacturer and HMRC.  VAT is determined by the garment and not by the child.  Where items have no logo, it is not possible that it can only be worn by someone under 14 years; therefore VAT applies on adult sizes.  VAT is payable on purchases that are not worn, for example: bags, name tags and postage.

When will I be charged for my order?

We take payment at the time your order is placed. 

How long will my order take to be processed?

In the winter, your garments are dispatched the next day if they are in stock.  When garments are out of stock they may take up to a week.  In circumstances where we cannot fulfil your order, because we are delayed by our supplier, we will contact you by email and provide as much information as possible.   During the peak summer period we aim to dispatch within 5 working days but please allow up to 3 weeks. 

Why do I need to order by 1st August?

Foresters School Wear have been supplying schoolwear since 1930.  It is an extremely seasonal business and our evidence demonstrates that a significant number of people order late in the school holidays.  Without a deadline we know that we would receive an unmanageable quantity of orders just before the new school term and many orders would not be completed in time.  If you have missed the deadline please order as soon as possible as we continue to process orders all year round.  Many people choose to order late because they are concerned their child will grow.  In our shop and online, we do not apply a 28 day returns/exchange policy.  We want to encourage customers to have the confidence to purchase early.  We are happy to exchange within the current school year (providing garments are returned in the condition in which they were sold). 

What happens if I order after 1st August?

We continue to process and dispatch orders continuously after 1st August, and dispatch as quickly as possible.  We endeavour to process as many orders as possible in time for the start of the school term, but we cannot guarantee if you order after 1st August.  Please do not ring to chase your order within 2 weeks of ordering, it will be processed as soon as possible.

Can I purchase items without a logo from Store?

We do not have sufficient room on the shop floor to carry quantities of non- logo items.  Please ask a member of staff if you require a non- logo item and we will check availability with our stores department. 

Voucher/Coupon Codes at checkout?

We do not have Coupon/Voucher codes for our website in general however your school may provide one under special circumstances, please do not request, if you are entitled to a code one will be provided by the school. If you do have a code and are struggling to use please make sure you are logged into our website as this will throw up an invalid coupon code error if not signed in, If you still have problems with your code please call/email us with the problem and we'll get back to you as soon as possible.

 

(SECTION B – POSTAGE)

Do I have to pay for delivery?

There are 2 delivery options available.  The charge for Royal Mail delivery is determined by the number of items on your order.  The first item is charged at £3 and each additional item costs £1 per item.  Royal Mail orders are dispatched by 2nd Class post.  We also offer an option to choose courier delivery by DPD.  This costs £6 (inc VAT) for any number of items (up to a maximum of 30kg – which you are highly unlikely to exceed!).  DPD can be more cost effective if you are ordering multiple items, but additional benefits include: a text message advising when your order is going to be delivered, and an option for you to go on and change your delivery to a more convenient time.

Some schools offer free delivery to school.  This option will only show if it is available for your school.  Please note this is not available for all schools. 

How long will my delivery take to arrive once dispatched?

Royal Mail 2nd Class parcels:

  • 3-5 working day delivery, including Saturdays (from dispatch, as notified by email)
  • If you miss a delivery you will receive a Royal Mail card through your door with details of where/when you can collect or how you can organise re-delivery

 

 

Once your parcel has been dispatched it can no longer be changed.  Forsters are unable to alter any delivery times or methods after your parcel has been dispatched, you must contact Royal Mail or DPD directly. 

Can I request the date and time of my delivery?

We are unable to offer delivery on a specific day due to fluctuating stock levels.  If you choose to pay for DPD courier you will be notified when your order is complete with a time slot for delivery by DPD.  If this is unsuitable  DPD advise how you can contact them to alter your delivery to a more convenient time.

Can I send my order to an address outside of the UK?

Unfortunately we are unable to deliver to addresses outside of the UK.

 

(SECTION C – RETURNS)

Please print off & fill in a returns form here - RETURNS FORM

What if I need to return an item?

If an item needs to be returned, it can be posted back to us.  Please enclose a note to let us know if you require a replacement or a refund.  Alternatively you can complete our returns slip (available here) and enclose with your parcel.  You can return items to our stores, which will be forwarded to our returns department.  Please note, depending on the school and product, we may not be able to give you a replacement over the counter. 

Unless faulty, garments should be returned in a saleable condition, complete with any garment labels intact.  We are unable to exchange or replace garments that have been personalised with students names.  For hygiene reasons we are unable to exchange gumshields, socks, swimming trunks/short and swiming costumes (unless faulty).  

Do I have to pay to return items?

There is no handling charge applied for exchanging or returning garments; however you will be required to pay the return postage.  In addition we require you to pay the postage for new items to be sent out.  Where there has been a faulty garment or an error on our part, we will pay the return postage and reimburse you for posting the garment back to us (please enclose your postage receipt to be reimbursed).  You garments will be posted to the address used on your original order, unless you request otherwise.

How long will it take for my return to be processed?

Providing the replacement garment is in stock, we will dispatch within 2-3 days.  In some circumstances your replacement item may not be available and may take up to a week to be dispatched.  Where delays may take longer, for example if we are experiencing delays from our supplier, you will be notified with as much information as possible. 

I’ve bought from the website; can I take the garments back to store for exchange?

You are welcome to drop off returns/exchanges to any Foresters store.  If the item is available to purchase at the store we will be able to action straight away, subject to availability.  Some school are NOT available to purchase or order through our shops and these returns/exchanges will be passed to our returns department to process for you in due course.

Please note that not all of our stock available to order online is stored at the shop branches, smaller schools are often embroidered to order. 

If you require a refund and your purchase was made online, you will be refunded through our online system back onto the card through which it was originally purchased. This can take approximately 3-5 days to show back into your account.

 

(SECTION D – OTHER)

Can I order garments for a business?

Yes.  We are unable to process trade orders through the website, however it is possible to view a catalogue of products by clicking on the link at the very bottom of our homepage.  For advice and guidance on trade orders please contact us at sales@northumbriaschoolwear.co.uk or call into our Alnwick branch.  Please note we have no minimum ordering quantities (except badges). A trade price list is available on request.

Where can I read your Terms & Conditions?

Our full terms and conditions can be found….

If you would like to contact us or need further assistance, please call our Customer Services Team on 0191 270 1449 or get in touch through our Contact Us page.  Alternatively you can email customerservices@northumbriaschoolwear.co.uk. Our phone lines are open from 9am until 5pm Monday to Friday.  If you have a query regarding an internet order, please have your order number available to help us answer your query more quickly.  Unfortunately we are unable to answer calls on Weekends.