Frequently Asked Questions
Q. How long will my order take to be dispatched?
A. We aim to dispatch orders within 3 – 5 working days, although many orders do go out same or next day unless an item is out of stock.
During peak times* dispatch times may be longer however we try our best to dispatch orders as quick as possible. A message stating approximately how long orders are taking to be dispatched will be displayed at the checkout page, however this is a general estimate for all orders, and not specific to any single order.
Q. I’ve only received part of my order – when will the rest of it arrive?
A. Whilst we aim to dispatch orders complete in one parcel, sometimes this is not possible. If an item is out of stock for longer than a few days we will dispatch what we can of the order as soon as it is ready. During peak times* any items that are out of stock at the time of ordering, even if only for a couple of days, will be dispatched in separate parcels. Unless we inform you otherwise, the outstanding items should arrive within a week to 10 days.
Please ensure that you check all paperwork that arrives with the order – the delivery note will be on the front of your parcel with your address on. This delivery note will state any items outstanding that are to follow in a separate delivery.
Q. An item I ordered didn’t say it was out of stock when I ordered it, why hasn’t my order arrived yet?
A. Our website does not show our current stock levels for items - products can be ordered regardless of whether we have stock available or not. The reason for this is that the majority of our products can be embroidered or printed with logos from our back- up plain stock, or ordered in from our suppliers within 5-7 days. We endeavour to add notes to any products that are out of stock for longer periods of time so that our customers are aware at the time of ordering, however, if an item you have ordered is out of stock for a longer period of time we will inform you of the delay and provide you with an expected delivery date.
Q. Can I amend, cancel or add to my order once it has been placed?
A. Orders can be amendedᶧ or cancelled provided they haven’t been dispatched by contacting us directly, either via email or telephone.
Additional items cannot be added to an existing order once it has been placed. If you require additional items another order will have to be placed separately. Alternatively, you can contact us to cancel the original order and place a new order for all items required.
ᶧAmendments include changing the size or colour of an item ordered, but excludes the addition of any further items which must be treated as a separate order.
Q. What are your opening hours?
A. Our head office, warehouse and online order department working hours are:
Monday – Friday: 9am – 5pm
Saturdays, Sundays & Bank holidays: Closed
Please see our Find a Branch page for store opening hours
Q. How much do you charge for delivery?
A. Our UK mainland delivery charges are as follows:
- £3.50 for any orders of 1 or 2 items
- £5.00 for any orders of 3 or more items
- We do not charge for delivery on orders of £100 or more in value
Please contact us via email or telephone before purchasing for a quote for the extra delivery cost if you are ordering from overseas or outlying areas of the UK.
You are only charged for delivery once per order, no matter how many parcels the order is sent out in.
Throughout the year we do offer promotional codes for free delivery. These are given directly to schools to distribute to parents.
Q. What delivery methods do you use?
A. Depending on the value of the order and the size of the parcel orders are sent either via Royal Mail or via our next-working-day courier service provided by DPD local.
Parcels sent via Royal Mail will be sent via 2 nd class standard post for the majority of the year, however in peak times* they may be sent via 1 st class standard post. Although a signature is not required the majority of parcels are too big for a letterbox and will require someone present to accept the delivery.
Parcels sent via DPD local will be delivered on the next working day and are trackable. If a mobile telephone number has been provided with the order DPD will send text messages confirming the delivery date and estimated 1-hour delivery slot along with options to reschedule the delivery to a time or date that suits you.
All orders dispatched via Royal Mail or DPD local are collected from us around 3pm every working day (Monday – Friday). If your order is marked as dispatched from 3pm onwards it will likely be collected from us on the next working day.
Q. Can I place an order online and collect it in-store?
A. No, we do not offer a click and collect service for orders. Orders placed online or by phone will be dispatched to your preferred delivery address.
Q. I placed an order in-store and have a question – who do I contact?
A. If you need to speak to someone regarding an order that was placed in one of our stores please contact us on 02380 651278 and we will be happy to answer any queries you may have.
Q. How do I return items for an exchange or refund?
A. All orders are dispatched with a returns form on the back of the paperwork. This is to be filled out and returned by post to the address that is provided on the form.
Items must be returned at your own cost unless the items are faulty or have been delivered incorrectly in which case any return costs will be refunded. Items can also be taken into your local Skoolkit store for a full refund. Exchanges can be made provided the uniform is also stocked in-store.
Any items sent back must be returned in a new and unused condition with any labels intact and, wherever possible, in the original packaging.
Certain items such as mouthguards, socks & tights removed from packaging, special order items and garments that have been personalised with a students’ name or initials are not eligible for return or exchange unless they are faulty.
Q. An item I have received is faulty – how do I replace it?
A. If you have received an item that has an existing fault or develops a fault within the first 6 months of use please contact us directly either via email or telephone so we can arrange for a replacement to be sent out as soon as possible. Items that develop faults after 6 months’ use may be replaced at the managers discretion.
Q. What size should I order?
A. We have size guides available to view online. When viewing the product online this can be found next to the size selection. Please keep in mind that all of our size guides are only an approximation as age equivalent sizes will vary from child to child.
Q. The size I need isn’t listed on the website – What do I do?
A. If you require a size that isn’t listed on the website please contact us directly via email or telephone. We are able to order in bigger or smaller sizes than those listed on the website for the majority of our products, however, many of these will be treated as a special order and as such will have a longer lead-time than usual and can only be returned if faulty.
Q. I’ve forgotten the password to my online account – how do I reset it?
A. During the log in process, once you have entered your email address, you will be prompted to enter your password. If you cannot remember your password simply select “Forgotten password” which will send an email to you containing a link to follow to reset your password.
Q. How do I change my online account details?
A. Once you have logged in to your account, click on the account icon at the top right-hand side of the page and select “Your account” from the drop-down. From here, simply click on the “account information” tab to amend your name, phone number, email address or password and click on the “your addresses” tab to amend your billing or delivery address.
*Peak times include but are not limited to all of July and August, the majority of September and early January.