Returns Policy.
Returns Policy
What to do if your item(s) are incorrect, defective or damaged (Return Codes 1, 2 or 3)
In the unlikely event that you receive items which are not in any material respect what you ordered, or which are damaged or defective in any material respect, or are of a materially different quantity to that stated on your order form please contact us.
We shall make good any such shortage or non-delivery, replace or repair any such damaged or defective goods, or refund to you the amount you paid for the School Uniform items in question provided that you notify us of the problem by email to direct@thedirectclothing.co.uk within 3 working days of delivery of the items in question and, if we request you to, return the items in question to us. This does not affect your statutory rights if you are contracting as a consumer.
What to do if your item(s) do not fit (Return Codes 4 or 5)
If the items you have ordered are too big or too small, you can return it to us in its original condition and packaging within 14 days of delivery for a refund. In this instance, we would ask you to cover the postage cost of returning the item(s) to us.
Please note if the item is returned due to code 4 or 5 (too big or too small) we are unable to refund the initial postage cost.
Should you require another size, we would advise you to place a separate order online as this will ensure the fastest delivery time. Please remember, all orders received are made to order as we carry plain stocks and then embroider or print the school logo as required.
Please see further return instructions below.
How to return your item(s)
Please return the item using the delivery note included with your order and indicate the reason for return. Please return the parcel at the Post Office (you will incur a small fee) and send it to this address: Direct Clothing, Old Heath Road, Wolverhampton, West Midlands, WV1 2BF.
You MUST include the delivery note with the item(s) you are returning. Without the delivery note, we are unable to identify who the return is from and process a refund.
Wrap the school uniform item securely in appropriate packaging. Where possible please use the original packaging.
Take your parcel to the Post Office and ask for a proof of posting receipt. Keep your proof of postage receipts in a safe place as we cannot be held responsible for items that fail to reach us. Please email a photo of the proof of postage receipt, along with your order number and a list of the items you have returned to direct@thedirectclothing.co.uk
We will notify you via email when we have begun processing your return and intend to refund your money. This may take up to 10 working days from our acknowledging receipt of the returned item or postage receipt. Where you have paid by credit / debit card, refunds will be made to the card used.
FAQs
How can I find my child’s school?
Your school will be listed under our ‘schools’ tab on the top line of the website
Does my child’s school have a shop on site?
Please check your school’s webpage, which will show you all the information you need
Do I need to register/login?
Yes, once you have placed your order you will need to register
How do I know if you’ve received my order?
You will receive a confirmation email (do check your junk/spam folder)
How can I view my order?
Login to your account to see your details
How long will it take for my order to be processed?
We endeavour to process orders within 2 working days
What happens if an item of uniform is out of stock?
On most occasions you will be able to pre-order and will be despatched automatically once it comes into our warehouse. If you have other items on your order these will be sent out to you first. You will only be charged one delivery charge
How do I measure my child?
Just a Few Simple Steps:
1. CHEST: With child's arms down, slip tape measure under arms and across chest and shoulder blades, holding tape firm and level.
2. WAIST: Measure around natural waistline.
3. HIPS: Measure around the fullest part of the hips.
4. INSEAM: Measure along the inseam from the crotch to bottom of the leg.
Can I order from two different schools in the same order?
We have multiple different school stock kept at different locations, so unfortunately we are unable to accept orders for multiple schools in one order. You will need to place separate order for each school.
My child needs a size that you do not offer, how can I order this?
Please email us at customerservice@directclothing.co.uk and we can contact our suppliers to see if the item is available in a larger/smaller size.
Please note special sizes are non-refundable, therefore we do recommend you do try the next size up/down
How do I exchange an item?
Online Only:
We are unable to offer exchanges for our online shops. We ask you return the item for a full refund and place a new order for the correct size.
Shop:
You can return the item to the school shop in unworn/as-new condition within 14 days for an exchange.
How do I return items?
Please refer to your school’s webpage for all the details about returns and refunds
Please note that you must return within 30 days of receipt in their original condition with all labels attached
I have received the wrong item or there is a fault with the product
Please email customerservice@directclothing.co.uk quoting your order number and your name, upon receipt we will contact you to rectify the issue
How long does it take for my refund to reach my account?
Once the goods are received back in the warehouse it can take up to 10 working days to appear back into your account.
I have lost my delivery note, can I still return items?
Yes you can, please email customerservice@directclothing.co.uk who will be happy to issue you a copy of your delivery note.
Please note we cannot accept returns for the following:
• Bespoke goods
• Items that have been personalised
• Special orders of un-stocked item
Can you ship items to me?
We do offer shipping for some of our schools, but not all. Please check your school’s webpage, which will show you all the information you need
Shipping error
If you receive the following shipping error:
"This order can't be shipped to the address you entered."
Review your address to ensure that all fields have been entered correctly and try again.
The school shop you are ordering from may not offer shipping. Please check the school page for more information. If you are still having issues, please email customerservice@directclothing.co.uk
I have received an email from DHL about a Slick Stitch parcel, is this from you?
Yes, Slick Stitch is our parent company, who owns our warehouse, where most of our online orders are shipped from.
Have any further questions?
Please complete the form below, and we will be in touch shortly.
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Shipping
Orders shipped within 2-3 days
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Support
Friendly customer support available
Mon-Fri 9-5
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30 Day Return Policy
Simply return it within 30 days for a refund
