FAQ's

How do I register?

Click on the Your Account button at the top right of the screen and click the "Register" button to complete our quick and simple form.

Why do I need to register?

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 relating to your chosen schools. You may opt out of these communications at any time.

What do I do if I forget my password?

Click the “Forgot your password?” link underneath the Log in button and we will email the registered email address with a reset link.

How do I find my school?

Add a child to your account to begin populating your account information. The option to add a school will follow the adding of your child to your account.

How do I know which items I need?

Your school’s page will be split into relevant school sections and by uniform requirements so you can easily see the items you need.

How do I know what sizes to choose?

If you are unsure about sizing there is advice on measuring your child on our Sizing Guide Page. You can then convert their size for our most common items using the chart at the bottom of the page. If you are still unsure, please contact our Customer Services team via Livechat or email [email protected] who will be happy to advise.

What happens if I can’t find my size?

We have a broad range of sizes available as stock , however if you cannot find your size we may be able to arrange a special order for you. We do not charge any extra for this service. If you think you require a size outside of our stocked range, please contact our Customer Services team, via Livechat or email [email protected] who will discuss your requirements with you.

What happens if an item is out of stock?

You will still be able to purchase the item and it will be dispatched to you at the earliest opportunity. Payment will be taken for the item at the point of ordering to ensure items are dispatched as quickly as possible upon arrival into our Warehouse. You will only be charged for postage once.

Not all of my items have arrived, what do I do?

If an item has not arrived in your delivery and you have not been notified that it is out of stock, please contact our Customer Services team who will be happy to look into this for you. Your dispatch note within your parcel will detail any items still to follow. If you wish to enquire as to the delivery date for your remaining items, please contact Customer Services via Livechat or email [email protected]

How do I log in?

For the first time: click Register at the top right-hand side of any page, choose a password (your password has to be at least 6 digits long and have at least one number) and then click Register. Fill in your details and select the school(s) you would like to buy uniform for. You will be sent a verification email to the email address you provided. Please open this and follow the link to access your new account. Please remember to check your junk email folder as sometimes these emails appear in there incorrectly. Once registered simply go to Login, enter your email address and password and you can then order from the site. 

I can't log in, what do I do?

If you have forgotten your password you can click the Forgotten Password link to reset it via an automatic email at any time. You have 5 attempts to enter the correct password before your account is locked out. If you get locked out you will need to contact our support team via Livechat or email [email protected] during office hours (Mon – Friday 9am – 5pm)

How do I change my password?

Log in using your current password which will take you to 'Your Account' page. Select 'Your Details' and then 'Password'. Click 'Update Password' which will open a form in which you will enter your current password once and your new password twice (if you need help creating a secure password please click here). Select 'Update' which will permanently change your password. Please use this new password next time you log in. If you encounter any difficulties please contact customer services.

How do I select my school?

Once logged in, navigate to the My Family page. On this page, you will be able to add each of your children into your family by selecting their school, year group and gender. Once these details have been added, you can start shopping.

If you would like to visit one of our branches, but you're unsure which branch you should visit, you can find out by searching for your school on the School Finder page. Once you've found your school, click on its name, and you will see the address and opening hours for your local branch.

Can I collect my order from store?

If your school is serviced from one of our high street shops, you are able to select “Collect from Branch” at checkout. You will only be able to collect from the branch which stocks your school’s uniform. 

Which delivery providers to you use?

We used Royal Mail for our standard service and DPD for our courier service.

How long will it take to receive my order once it has been dispatched?

Royal Mail – please allow between 4-5 working days for delivery. If your order is over £100 you will need to sign for the parcel.

DPD – please allow 3-4 days for delivery. This is a tracked service which will require a signature.

All delivery times are approximate based on mainland UK addresses and items being in stock. Please allow additional time during the busy back-to-school period.

What happens if they try to deliver when I am not home?

Royal Mail will attempt one delivery. If you are not home the parcel will be taken to your local sorting office for collection.

DPD will attempt delivery of your order twice. You will receive tracking information via email which will allow you to make delivery adjustments such as leave in a safe place, deliver to a neighbour or arranging an alternative delivery date.

I live overseas, do I have different delivery charges?

If you would like your order to be delivered to an address outside of the UK, please enter your delivery address and your shipping costs will be automatically calculated depending on which Zone your country falls into. We use DHL for our overseas deliveries you categories locations into specific Zones.

Are there any additional customs taxes I need to be aware of for an overseas delivery?

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 shopped to, so can vary widely. Stevensons do not have the visibility or control of these changes, but they typically amount to between 30-50% of the order value and are payable in full by the customer upon receipt. We recommend contacting a local customs office for more information prior to ordering. Should a delivery be refused due to these charges, your order will be returned to Stevensons and we will be unable to refund your delivery charge. Where possible, we recommend selecting a delivery address in the UK.

How do I return items?

You can return any item to us for a refund within 365 days (with a few exceptions - see our Returns Policy). Simply fill in the Returns section of the paperwork sent with your items, giving your reasons for return. Return the items in their original packaging (where possible) using the FREEPOST label included in the parcel. If you no longer have this paperwork, please contact Customer Services for the correct FREEPOST address. Please obtain a receipt of posting as returns remain your responsibility until they reach us.

For items sent incorrectly against your order or if an item is faulty please contact our Customer Services team.

For all other enquiries regarding returns, please contact our Customer Services team via our Livechat service or email us at [email protected]. 

All non-school uniform items (e.g. sports equipment) are subject to a 30 day return policy from the date of purchase/receipt.)

What do I do with faulty items?

In the first instance contact Customer Services and they will advise on the returns process. Items should be returned within the first 6 months of purchase and will be inspected; if considered to be faulty due to a manufacturer fault items will be replaced like-for-like or given a refund at the purchase price. We will need to see the fault in order to proceed with a refund, so you may be asked to take the item to a store or to send a photo if this is not convenient. Items over 6 months old will be dealt with at the discretion of THE STEVENSON GROUP.

Can I return items that have name tags applied?

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 , we regret that we will be unable to process a return in this instance.

How do I return items if I’m overseas?

Unfortunately, our freepost service is unavailable for overseas customers therefore the cost of returns is the responsibility of the customer. Please return your items using your nominated courier and always obtain a proof of sending.