Frequently Asked Questions

We've pulled together a range of answers to questions that we are regularly asked by our customers.

If you can't find your question answered here, please call Customer Services on 01727 815700 Mon-Sat 9am - 5.30pm.

How do I view items for my school?

You need to Register and Login to see sizes and prices of your schools approved uniform. Once logged in find the item you wish to purchase and select a size to see the price.

Why do I need to register?

We ask you to Register and login initially to simplify your checkout process. Your details will never be passed onto any 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 emails should you wish.

How do I order?

Once you have registered or logged in, you can begin shopping. Once logged in to your account there are multiple ways you can purchase items. 

If you only have one school linked to your account simply click ‘Start Shopping’.  If you have multiple schools attached to your account we recommend that you select ‘Manage’ under ‘Your Schools’ and select ‘Start Shopping’ for the school you wish to purchase for. 

You will then be directed to a selection page where you can define the year group your child is in, your child’s gender and what type of school items you are shopping for.

Once you have completed these selections the products for your school will be displayed.  You will need to hover over the product and select either ‘More Info’, which will open up the product page, or ‘Quick View’, which will display a brief overview of the product.  Please select the size you require, the colour of the item, if appropriate, and the quantity you wish to purchase.  Click ‘Add To Basket’. A pop-up message should display on the top right hand side of your screen confirming that the product/s were added to your shopping basket. 

Once you have added all the items you require please select the basket icon in the top menu and click ‘View Basket’.  This will take you to the payment page where you can complete your order.

Having difficulties? Call our helpline on 01727 815700 (Mon-Sat 9.00am-5.30pm GMT excl. Bank Holidays).

How do I view my orders?

To view previous orders go to Your Account page and you will see Your Order section on the page. Click on an order number to view the order details, and status (if the item is picked or completed/ shipped). If you have any queries relating to your orders, or would like to amend any items which have not been dispatched contact Customer Services on 01727 815700.

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 placing the order to ensure items are automatically sent as soon as they are back in stock. You will only be charged for postage once, regardless of how many parcels are sent.

Why do you take payment for out of stock items?

This allows us to dispatch the item as soon as it comes into stock at our warehouse, meaning a shorter wait for you. No further shipping charge will be added regardless of the amount of parcels you receive. You can call us on 01727 815700 if you wish to pay when the item is ready to be dispatched, however our secure payment system does not store your payment details in order to protect you, so we will need to contact you again to arrange payment.

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

Some items from your order may be out of stock. The paperwork sent inside your parcel as well as your email dispatch confirmation should detail any items still to follow. If you wish to enquire about the delivery date for your remaining items please call Customer Services on 01727 815700.

How do I login?

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. 

How do I change my password?

Login 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 login.  If you encounter any difficulties please call our support team on 01727 815700.

How do I change my schools?

You can add up to three schools after Login via the School Finder page.

I can't login, 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 on 01727 815700 during office hours (Mon - Sat 9am -5.30pm).

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 the item you wish to buy is not shown here please call Customer Services on 01727 815700 and they will be glad to advise you.

Can I print a pricelist for my school?

You can download a PDF pricelist for your school to print by logging in and selecting your school. Once you have selected your year group you can download the full list for that group. You will need a PDF reader to view the file.

How do I return items?

You can return any item to us for a refund or exchange (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, and whether you would like a refund or replacement. 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 on 01727 815700 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 call our Customer Services on 01727 815700 to discuss the return.

How do I exchange items?

Any item that you wish to exchange and is free from fault must be unworn and in saleable condition. All returns and exchanges are made at the Company's discretion whilst acknowledging our responsibilities under the Consumer Rights Act 2015*.

If you are exchanging an item that has been posted to you we ask that you use the free post label enclosed in your original order. You will need to tear off the returns portion of the dispatch note and state that you require an exchange. You will also need to indicate what size you require as a replacement. 

Exchanges will be made once we have received the product from you and will be processed within 1-2 working days**. 

If there is a price difference between the products you are exchanging you will be contacted via telephone and refunded/billed accordingly. 

If the product you require is temporarily out of stock it will be placed on our back-order system and you will be duly notified.

For all other enquires regarding exchanges/returns, please call our Customer Services on 01727 815700 our email us at customerservices@stevensons.co.uk

(*Please note: some items are not eligible for return/exchange due to hygiene reasons.)

(**Please note: this is subject to change during our peak trading season.) 

What do I do with faulty items?

In the first instance, call Customer Services on 01727 815700 and they will advise on the returns process. We will need to see the fault in order to process a refund or exchange, so you may be asked to take the item to a store, or send a photo if this is not convenient.

How do I leave feedback about the service received?

We value your feedback. Please either email your feedback direct to our Head of Customer Services at customerservices@stevensons.co.uk who will make sure appropriate action is taken or complete our customer satisfaction Survey. If you require a response to your feedback or further assistance please use the email service.

How do I book a fitting appointment?

Many schools have personal fitting appointments available at various times of the year. You will need to have registered an account to be able to book an appointment.

To understand more about how to book an appointment - Click here

Our shops are open longer during the peak weeks of the summer - see Our Shops page for more details.