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] You can also call us on 024 7684 8833 between 9.00am and 5pm Monday-Thursday and 9.00am and 12.30pm on Fridays (this excludes public holidays). 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. If you would like to use another form of payment such as cash or a cheque, please contact us directly to arrange this via [email protected]

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.

  • 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. You do not need to select Pupil Premium as your payment option.
  • If you have not used the full amount of the voucher, for example your code is valued for £25.00 and you spend £21.00, you will need to select Pupil Premium as the payment method, (otherwise the system does not allow you to complete the purchase).
  • The code is valid for one use and cannot be used against shipping costs.

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 be shipped within 3-5 working days of receipt. You may also use click and collect, those items selected for collection will be ready within 3-5 days of order receipt.

Due to covid-19 please check for current delays.

Please check your order confirmation for your allocated collection and delivery dates. You can also email [email protected] for an order status update.

 

How does click & collect work exactly?

We offer click and collect as a convenient alternative to having items delivered, click and collect is free. When you make your purchase you can select click and collect in the delivery section.

Collections can be made from our premises in Bedworth between 9.00am and 3pm Monday-Thursday (this excludes public holidays). During our busiest times we will add additional collection times. Some schools may allow a collection point to be on the school premises, schools will inform parents of these additional collection points via their school.

 

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 this is the case we will contact you either by phone or email to discuss alternative options. If we don’t have all of your items in stock, we will hold your order until it is complete. We will inform you of this and also our estimated date of receipt of stock.

 

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. Due to current concerns related to Covid-19 we are taking extra care when packaging your items.

 

How do pre-orders work?

Due to covid-19 we have placed a short delay on dispatch times. You can place your pre-order online now. Please check your order confirmation for your allocated collection and delivery dates. 

You can email us on [email protected] if you have further questions.

 

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

For incomplete or damaged orders a delivery note 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.

If you need to change the size of an item please email us telling us your original order number and which size you require, we will then arrange for you to be given a replacement as soon as possible.

 

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.

 

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, bespoke or cut to length, 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. TheClassCollections.com 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 3 weeks before the start of the new academic year. It is a good idea to make your pre-order now, this will allow you plenty of time to receive the items and check they fit.

 

We recommend that in order to receive items before the new academic year begins in September, you will need to order before the 10th of August 2020.

 

Do you offer alterations?

Yes we do offer an alterations service, please email us to ask about this service as it is treated case by case.