Click4Assistance UK Live Chat Software

Once you've logged in, you'll need to add your children to My Family to start shopping.

FAQ's

If you can’t find your question answered here, please contact our Customer Services team via our Livechat service or email [email protected].

The team are available Monday – Friday 9am – 5pm.

Your Online Account

If you are a new customer, please use our quick and easy 'Registration Form'. If you have already created an account, please 'Login' here

We ask you to register to speed up your checkout process. Your details will never be passed onto a third party, and we will only email you to let you know about any promotions or events associated with your school(s). You may opt out of these communications at any time.

Yes. Log in from our 'Login' page which takes you into ‘Your Account’. Select ‘Edit Profile’ followed by either ‘About You’ or ‘Addresses. Amend the relevant information and save.

Our 'Reset Password' page allows you to enter your email address to request a password reset link. Once received, please click on the link, re-enter your email address and choose a new password.

Yes. Log in using your current password which takes you into ‘Your Account’ page. Select ‘Edit Profile’ followed by ‘Password’. Enter your current password and then choose a new password.

Shopping Online

Yes. To view school specific uniform, adding your school, child, and year group allows you to view all uniform relevant to your child’s associated year group.

Once logged in, navigate to the 'My Family' page. Using the ‘Add Child To Your Family’ box, search and select the relevant school, followed by your child’s name (optional), year group and uniform type. Once saved, you will be able to shop, view details of your dedicated customer support/store, download a uniform list or edit your family member’s details.

Once you have set up your family, select ‘Shop Now’ for the child you wish to browse/purchase for. Select individual items to view, select size and add to basket. Once you have completed browsing, select the basket icon in the top right to enter the basket/checkout stage.

Each item displays a ‘tag’ to identify whether it is Compulsory, Optional or Recommended.

·       Compulsory - Refers to specific garments/accessories that students are required to wear as designated by the school.

·       Optional – Students have the choice to either wear the prescribed uniform or select their own appropriate attire within the guidelines set by the school.

·       Recommended - Refers to specific garments/accessories suggested by a school for its students to wear. While it may not be mandatory, it is strongly encouraged.

 

This information can also be viewed on our uniform price list. Please see FAQ ‘Can I see a full uniform list?

Once logged in, navigate to the 'My Family' page. If you have already added a family member, select ‘Download Uniform List’ for the relevant child/school.

If you haven’t added a family member, please see FAQ ‘How do I add my child/school?’.

Out-of-stock items and sizes can still be purchased on the website and will be dispatched as soon as possible. Payment will be taken when you place the order to ensure prompt dispatch once the stock is replenished. If your order requires separate dispatch, you will not incur additional shipping fees.

We offer a wide range of sizes in stock, but if you can't find your size, we may be able to arrange a special order for you at no extra cost. Please contact your dedicated customer support team for information on how to place a custom order.
Please note, all custom orders can take up to 12 weeks to complete and are non-returnable or refundable once the order has been placed.

Whilst we can support with order selection/general enquiries, we are not able to accept orders/payment over the telephone. 

We are required to apply VAT to all our customers where it is applicable. Garments considered to be children’s clothing sizes (suitable to be worn by children under the age of 14) as prescribed by HMRC, are zero-rated. VAT is applicable above those sizes.

 

Appointments

Appointments allow parents/guardians to secure a one-on-one fitting service with a skilled sales assistant. Appointments will streamline your uniform shopping experience whilst saving you time!

Appointments are available in anticipation of the new academic year and range from beginning of July – mid-August, dependent on the location of the school within the UK. Please note, our window periods may change year on year, though the dates will be shown once appointments become available.

During our appointment window, we remain open on Saturdays for walk-ins, with no appointment necessary. All other times of the year, we are open to walk-ins at your own leisure, any time during our opening hours.

Once logged in, navigate to the 'My Family' page. If you have already added a family member, select ‘Book Appointment’ for the relevant child/school and follow the on-screen instructions.

If you haven’t added a family member, please see FAQ ‘How do I add my child/school?’.

Log in from our 'Login' page which takes you into ‘Your Account’. Scroll down to the ‘Your Appointments’ section. Select ‘Cancel’ on the appointment slot you wish to remove.
If wanting to attend at another time/date, a new appointment slot must be booked.

As standard, we do not currently offer appointments for primary/junior schools or online only schools.

In our experience, parents of nursery and primary school children do not require appointments since most items available are offered in size by age. Parents have informed that they have not required support to purchase their uniform as they order based on their child's usual size as per their everyday clothing. In addition, most primary/junior schools also have very limited school wear which would not warrant an hour appointment to fit.

Our ‘online only’ schools are served from warehouse facilities only and consequently, appointments are not currently available at these locations. 

We do host pop up events for a large quantity of our online schools throughout the year, so please look out for this information directly from your school.

Personalisation

Some of our schools allow the personalisation of specific garments/accessories and dependent on the item, styles differ. For example, these may include:

·       Initials

·       First Name Only

·       Surname Only

·       Surname and Team/Squad Number

Any items that allow personalisation display the style required on the item page. Personalisation details can be added before adding the item to your basket.

The type of personalisation that can be added per item is detailed on each item page as designated by the school. We cannot accept individual requests outside of this.

Please allow up to 14 working days for personalised items to be dispatched.
Dispatch times are based on in-stock items only. Please allow additional time during the busy back-to-school period, August - September.

Amending/ Cancelling an Order

Once an order has been placed, we are unfortunately unable to add additional items. If you require further items, a new order must be placed via the website. 

If your order has not yet been processed through our warehouse, we may be able to cancel your order. Please contact us at your earliest convenience for support.

If your order has not yet been processed through our warehouse, we may be able to amend your order. Please contact us at your earliest convenience for support.

Please contact your dedicated customer support team to advise of the items you require cancelling as soon as possible. Once cancelled, please allow 3-5 working days for the refund to clear your account.

Please note, if your order has been processed too far through our warehouse, we will not be able to cancel or refund your order at this stage.

If your order has not yet been processed through our warehouse, we are able to amend your shipping address. Please contact us at your earliest convenience to advise us of your required shipping address.

Delivery

We aim to dispatch all in-stock order withing 2 working days. Once your order has been processed for dispatch, we will email you to let you know.

If your order contains garments that require our name tag sewing service, please expect a typical 5 working day dispatch time to apply.


Dispatch times are based on in-stock items only. Please allow additional time during the busy back-to-school period, August - September.

Our current delivery services are:

 

Royal Mail (Standard Service)
2-3 working days from dispatch

 

DPD (Courier Service)

1-2 working days from dispatch

 

All delivery times are approximate based on mainland UK addresses.

Royal Mail will attempt one delivery. If you are not available to accept receipt, your order will be taken to your local sorting office for collection.

DPD will attempt delivery on two consecutive days. You will receive tracking information via text/email that allows you to amend delivery date, request to leave with a neighbour, or select a safe place for delivery.

If your school is serviced from one of our high street stores, you are able to select the ‘Collect from Branch’ option at checkout.

Once your order has been processed and ready for collection, we will email you to let you know.

If your school has the service available, you will be able to select the ‘Collect from School’ option at checkout.

The collect from school option has set delivery days & cut off dates as shown at the point of checkout. For example, ‘Collect from School on Friday - Cut off for delivery is 10am on Tuesday’.
Orders placed after the cut off will be processed for delivery on the sequential week.

In the first instance, please contact your dedicated customer support team who will be able to advise the most suitable course of action/resolution.

We ship to non-UK addresses using DHL Express.

To calculate shipping costs, simply enter your delivery address at the point of checkout.
Shipping costs are calculated based on zones as prescribed by DHL.

Customs taxes and duties are chargeable upon delivery to most overseas locations. These charges are set by the government of the country that the order is being shipped to, so can vary widely. Stevensons do not have visibility or control of these changes, though they typically amount to between 30-50% of the order’s value.

Any charges associated with customs are payable in full, by the customer upon collection.
We recommend contacting your local Customs Authority for information prior to ordering.

Please note, should a delivery be refused due to these charges, your order will be returned to Stevensons. Delivery charges are not refundable where a delivery has been refused.
Where possible, we recommend selecting a delivery address in the UK.

Returns

Items can be returned to us for a full refund within 365 days of receipt (please see our 'Returns Policy' for full details and exceptions).

To create an online return, please visit 'Create a Return' and follow the on-screen instructions.
Alternatively, log in to your account and select ‘View’ on the order you wish to create a return. Once the order has loaded, select ‘Create Return’ and follow the on-screen instructions.

Online orders and orders placed at pop-up events are dispatched with a freepost label enclosed.
Once you have completed your online return, package your items and affix the freepost label to the front and drop the parcel in to your local Post Office.

We recommend you obtain proof of postage receipt. Whilst we provide a freepost returns service, you may wish to consider a postal option that includes consequential loss cover should the item(s) be lost or damaged in transit, as returns remain the responsibility of the customer until they reach us.

Instore purchases must be returned to the store for a refund/exchange.

We do not currently offer a free returns service for orders shipped outside the UK and the cost of returning items is payable by the customer.
Please ensure that your chosen courier service includes consequential loss cover should the item(s) be lost or damaged in transit, as returns remain the responsibility of the customer until they reach us.

Items that have been personalised (excluding sewn-in name tags as supplied by Stevensons) cannot be returned or exchanged. For suspected faulty goods, please contact your dedicated customer support team for advice. Items will need to be returned for inspection within 6 months of purchase.

If the name tags were applied by us as part of our ‘sewn in’ service, you are still able to return the items. If, however, the name tags have been applied by you, regretfully these items will not be eligible for return/refund.

We aim to process all returned items within 48 hours of receipt. Once processed, you will receive an email to confirm your refund. Please allow 3-5 working days from receipt of this email for the funds to clear your account.

Please allow additional time during the busy back-to-school period, August - September.

Unfortunately, our distribution channels do not currently allow for online exchanges to be actioned efficiently and it is therefore quicker for you to return and re-order.

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