FREQUENTLY ASKED QUESTIONS


(SECTION A – ORDERING)

How can I purchase my child’s school uniform?

You can place your order online, in store or post your order form in with a cheque. Please refer to our homepage to see if your specific school is availbale to purchase in store, before making your journey.

Can I order on the phone?

We do not take any orders over the phone. If you are a trade (non-school) customer please ring for advice and guidance, but order details must still be confirmed by email.  Alternatively you can place a trade order at our Longbenton 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:

  • Bedlington Schoolwear Shop
  • Longbenton Schoolwear Shop
  • Online Only Schools
  • Polam Hall School

Click on your school to see all 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.

In special circumstances where a specific garment is required for a medical reason or disability, 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 some 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. Please note, this may take longer to process than a normal order.

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. This service is only available online, with the exception of Holystone, Churchill CC, Astley HS and Whytrig MS.

Can I order online and collect in store?

No. We are unable to offer a click and collect service (with the exception of Holystone, Churchill CC, Astley HS and Whytrig MS) . 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 place an order online. You may choose to register your details, to make ordering quicker next time. If you choose to 'Checkout as a Guest' please be aware you will be unable to check the progress of your order online. 

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’?

Please place your online order as normal. If an item from your order is out of stock for longer than our quoted 28 day delivery, the rest of your order will be dispatched. We will email you with a forecast delivery date for the out of stock item. You will be asked if you are happy to wait until the item is back in stock or cancel and recieve a refund.

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 take an additional charge for dispatching the missing item at a later date.

How can I pay for my order?

We accept most major credit and debit cards except American Express. 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?

Emblematic Ltd use SagePay to process your payment to offer maximum security fraud protection.   Our website is checked on a weekly basis for security threats.

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.

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. 

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?

As we are a very seasonal business, order timescales do vary throughout the year. During winter months orders take approximatley 3-7 days to process.  When garments are out of stock they may take slightly longer.  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 28 days.

Can I track the progress of my order?

We will email you with updates on your online order. The status of your order will be indicated in the email as one of the following:

Processing - Your order has been recieved and is now processing.

Batch Processing - Your order has been recieved and is now processing.

Picking
- Your order has reached our warehouse and items are currently being picked.

Production - Your order has reached our factory and is in the production queue waiting for the logos to be embroidred.

Part Complete - Your order has been partially dispatched.

Complete - Your order has been dispatched and will be with you soon.

Please note- Schools that are stocked in our Longbenton store, Bedlington store, Polam Hall store or Warehouse will only recieve Processing and Complete emails. All orders from our www.studentuniform.co.uk website will be updated with the extra stages as your items are made to order in our factory and take approximatley 28 days to process.

Why do I need to order by a specific date?

Timescales for delivery vary depending on how the uniform is stocked for your school. We highly recommend you place your order by the date specified on your indivial school unifrom page.

What happens if I order after the recommended date?

If you have missed the deadline please order as soon as possible as we continue to process orders all year round. We endeavour to process as many orders as possible in time for the start of the school term.  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 an Emblematic shop?

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.  Unfortunately we do not carry blank items at our Bedlington or Polam Hall branches. 

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. If you are entitled to a code one will be provided by the school. If you have received a code and are struggling to use it online please make sure you are logged into our website. If you still have problems with your code please call and one of oyr IT members will be able to assist.

 

(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

 

DPD:

  • Parcel delivery in the UK before close of business the following working day (from dispatch, as notified by email)
  • Notified with 1hr delivery timeslot
  • Customer option to reschedule your delivery or have your goods delivered to a neighbour (details available from your DPD email)

 

Once your parcel has been dispatched it can no longer be changed.  Emblematic 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 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)

What if I need to return an item?

If you would like to return an item back to us, you can do so by using our free returns service. Any items returned to us will be refunded. Unfortunately we do not offer exchanges on any items purchased online. If you require a replacement, please place a new order online.

Please click the link and follow the stages to produce your free postage label. https://emblematic.co.uk/aw_rma/guest/index/

If you are having issues with our returns link above or you have ordered at the parents evening and do not have a order number please skip the link above and go to the free tracked royal mail returns label maker here, https://www.royalmail.com/track-my-return/create/1684. Please make sure to include a note inside your return with your Name, Address, order number if available and phone number.

A returns note will be enclosed within your delivery, please fill out the details and include this note with your return.

Garments should be returned in a saleable condition, complete with any garment labels intact.  We are unable to accept returns on garments that have been personalised with students names.  For hygiene reasons you are unable to return gumshields, socks, swimming trunks/short and swiming costumes (unless faulty).

You will be refunded through our online system back onto the card used at the time of purchase. This can take approximately 3-5 working days to show back in your account.

 What do i do if i receive incorrect or faulty items?

In the unlikely event that you receive school unifrom items which were not what you ordered, or which are damaged or defective, please contact us via email at customerservices2@emblematic.co.uk as soon as possible. We will ask that you return the items back to us via our free returns service and send you out replacements.


(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 orders@emblematic.co.uk or call into our Longbenton branch. Monday-Friday Unfortunately we are unable to take trade orders on  at our Bedlingtonshire or Polam Hall sites.  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 get in touch through our Contact Us page.  Alternatively you can email customerservices2@emblematic.co.uk. If you have a query regarding an internet order, please have your order number available to help us answer your query more quickly.

 

ORION SIZING – IMPORTANT INFORMATION

Please note that ORION is currently adjusting their sizing to more accurately match with industry standards.  As we currently have a mixture of old and new stock we will adjust your order depending on stock availability.  Whilst we will take care to ensure you receive the correct size, there may be instances in which you find they are not a perfect comparison to your existing garments.  If necessary please see our instructions for free returns and replacements which can be found at the bottom of our homepage.