Customer Support and FAQ's

Frequently Asked Questions





When can I order?

You can order from us 24 hours a day, 365 days a year via our website [email protected] If you have an enquiry about placing an order or about an existing order, you can email us at [email protected] 

All items are offered subject to availability.


What forms of payment can I use?

We accept all major credit/debit cards with a minimum spend of £4.00 per transaction.

The Class Collections retains the right to change prices, shipping costs and specification without prior notification. We endeavour to continue to offer our customers our most competitive prices and will sometimes change our prices without notice.


Can I pay with Pupil Premium/ School Vouchers?

If you wish to purchase school uniform items using Pupil Premium or other school vouchers you will need to obtain a code from your child’s school. Please do not attempt to make a transaction using the Pupil Premium option without a code from your child's school.

  • Once you have the code you can use it on this website to redeem the uniform you are entitled to according to the school's own specified value. 
  • Simply complete your selection adding items to your cart and enter your code at the checkout.
  • If you need to pay extra for example your code is worth £25.00 and you have £30.00 worth of items in your cart, you can pay the extra amount with a credit or debit card.
  • Even if you have no extra money to pay you will be asked to put your card details in. This is for security purposes only and you will not be charged if your order total is £0.
  • The code is valid for one use and cannot be used against shipping costs you will need to pay for delivery.

If you have any difficulties using the code, please email us at [email protected]


Do I pay VAT on school uniforms and accessories?

All adult sizes and application services are subject to VAT. Child sizes are zero-rated with the exception of larger children’s sizes (14 years and up) which are VAT applicable. This means that anything that is only used by children (sizes under 14 years) does not qualify for VAT.


Why do I pay VAT on accessories?

Accessories are not classified as for ‘children only’, therefore we are unable to define them as such. Accessories are subject to VAT. For example, a gym sac could be used for other uses by both adults and children, they are not solely and exclusively for the use of children.

The Class Collections will abide by all relevant VAT legislation according to the UK.GOV guidelines.


Which delivery services are offered?

All UK orders are shipped by either Royal Mail First Class, Royal Mail Special Delivery or DPD and for deliveries outside of the United Kingdom we use DHL. We aim to ensure that all orders for stocked items will normally be shipped within 7 working days of receipt of payment. We are currently experiencing major delays from some our suppliers, we apologise if you are affected by this and promise we are doing our very best to get your order to you as quickly as possible.


Can I collect my order?

Yes! We now offer Click & Collect. You will be notified when your order is ready to collect. Our collection point is at:

Toye Kenning & Spencer

Dispatch Entrance

Thomas Street (off Newtown Road, down the left side of our building)


CV12 8QR

This collection point is open between 8.30am - 12pm and 2pm - 4.30pm Monday - Thursday

Please ring the bell and have your order number ready. Please note this is a collection point only and we cannot take enquiries at the door, nor can we take unscheduled exchanges and collections.


When will I get my order?

Our staff will aim to dispatch orders within 7 working days unless items are out of stock. Any out of stock items will be sent as soon as we receive them from our suppliers.


What if there’s a delay with my order?

We embroider and print many items in house with great care and skill from our employees, and sometimes it is possible that there may be a delay.

If we don’t have your item in stock, we will hold your order until it is complete.

Due to Covid-19 many of our suppliers are experiencing major delays which is affecting our ability to fulfil your orders as quickly as we would like to. Please email us for an update if you have been waiting for more than 4 weeks.


Can my child come and try items on?

We are unable to allow customers the option to try on items in-store. This is because our shop is online only, the items are picked from a warehouse space and shipped to you or the click & collect point. We have a very fair, free exchanges service should you need to swap any items for different sizes.


What is a pre-order?

Pre-orders are a way of reserving items in advance via our website. We know that the school holidays will be busy and we want to make sure you can reserve your items in advance, securing stock ready for the next academic year. We encourage pre-orders to be made in advance to avoid busy times.


What do I do if there is something wrong with my order when it arrives?

For incomplete or damaged orders a packing slip must be shown to support claims. All deliveries should be carefully checked to ensure correct items are delivered as no responsibility can be accepted thereafter for none or incomplete deliveries. We recommend that damaged parcels should be checked in front of the courier’s delivery person and signed for accordingly.

Please contact [email protected] to discuss an exchange or refund.


What do I do if I ordered the wrong item?

If you ordered incorrectly and need to change an item please email us telling us your original order number so that we can refund your item or arrange an exchange. You will then need to return the item to us unworn, unwashed, with the tags attached and in its original condition. You can do this either via post or via our collection point.

For postal returns, please post it to the address below labelled with your name, order number and the reason for the return.


The Class Collections 

Toye Kenning & Spencer 

Free post 



CV12 8BR 

To return an item to our collection point, please see the opening times under 'Can I collect my order?'. Please note that to swap an item for another size/alternative, you will need to arrange this in advance via [email protected] 

Once your item has been received and checked we will issue you a refund.

Government guidelines state that any item returned to us needs to be put into isolation for 72 hours before it can be resold. Please respect that this has implications on the speed at which we can process returns and exchanges.


How long do I have to make a return?

Due to covid-19 we have extended our returns policy from 30 days to 45 days.

You have normally have 7 days from receiving the items to check them and, if you are not happy with them, no longer require them, or if part of your order is missing or damaged, you need to please let us know in writing via our email [email protected] this must be within 7 working days of you receiving them. As long as you’ve let us know within 7 days, you normally have 30 days in total, from the day you received them, to return the items to us for a full refund, which we will issue within a further 30 days of receiving the items back.

If an item develops a fault or otherwise fails, please contact us in the same way to arrange repair or a replacement. If the reason for you returning any item is that you are unhappy or no longer require them, they must be returned in their original packaging, unused and suitable for resale. Items will be checked before we can issue a refund.


If I request a refund how long will it take?

Once we agree that the refund can be approved and activate it, the refund should appear on your bank statement within 5-10 working days. Please note that refund times are dictated by the card issuers and are outside of our control.


Can I return bespoke items?

Unless incorrectly supplied or deemed to be faulty we cannot accept the return of anything that is made to order, a size not stocked on our website, or altered, they are therefore excluded from the Returns Policy. If you are unhappy with a bespoke item please contact us directly within 7 days of receiving them so that we can try to resolve the problem.


Will my items always be exactly the same?

Sizes, measurements and descriptions of goods are for guidance only and the company cannot guarantee absolute consistency of size, material, proportion, colour or shade. All items supplied should be washed or cleaned strictly in accordance with the washing instructions provided on the garment label. will accept no responsibility if instructions are not followed precisely. The purchaser on receipt of goods should check size, style, fabric content, specification, quality and colour. While every effort is made to ensure consistency of colour and shades, variation may occur from one manufacturer to another and The Class Collections will accept no responsibility for such variation.


How do I know which items I need to buy?

We recommend you check with your child’s school for the full list of uniform requirements.


How far in advance should I buy the uniform?

We recommend you try not to leave it to the very last minute. We understand that children may grow during the holidays and please have this in mind when choosing sizes. Many of our items are embroidered and printed in house which means it can take a couple of weeks to have uniform in stock and ready for sale. Try to order at least 4 weeks before the start of the new academic year/term. Ordering 4 weeks in advance allows you plenty of time to receive the items and check that they fit. We will be taking pre orders from April for the following academic year starting September 2021.


How do I contact you?

If you need to get in touch with us please email us at [email protected]

The Toye Kenning & Spencer phoneline does not go to our school shop department so we advise emailing as the most direct form of contact.