| I need some help |
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No Problem! Send us your enquiry. Click on this ‘Send an Enquiry’ button type your message or question and click on submit. We will endeavour to respond on the same day but certainly by the next
working day. Alternately, if you wish you can call us on 020 8208 7720, Monday
to Friday from 9.30 am to 5.30 pm and one of our Customer Care agents will be
pleased to help. |
| Can I order by phone |
| Yes, you can order by phone. Please call one of our Customer Care agents on 020 8208 7720 between 9.30 am and 5.30 pm, Monday to Friday to place your order by phone and pay by credit or debit card or by cheque. For payments by cheque please allow five working days for the cheque to clear. |
| Is it safe to order online? |
You can be sure that all protective measures are in place including encryption of your personal information.
All credit and debit card payments are processed securely by the leading online processing gateway PayPal. Or if you have a PayPal account you can pay from your PayPal account. |
| What information will you collect when I order with you Online |
- Your name, address, telephone number and email id. We need this information to process your order efficiently and to be able to contact you in case of need.
- Your credit or debit card information will be processed by PayPal and you can view their privacy policy by clicking here
- Your IP address is also collected automatically (this is for security and fraud prevention purposes only)
- Data recorded by the Website which allows us to remember your order number and to personalise your experience so that you may retrieve your shopping basket at any time. This also saves you from re-entering information on return visits to the site. Such information is recorded through the use of cookies.
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| What will you do with the information that you collect from me |
- To process your order efficiently and to administer this website.
- For statistical or survey purposes to improve this Website and its services to you, we may pass your details to another organisation, but they will be bound by the same Privacy Policy, no less stringent than ours and they will not be allowed to use your personal information for their own purposes.
- f you consent, to notify you of new products or special offers that may be of interest to you.
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How do I Order Online |
| Easy – Click on any item you are looking to buy e.g. Blazers on the left (for boys) or on the right (for girls) and you can START SHOPPING on the next screen following the easy prompts and instructions. |
Can I pay by cheque or postal order |
| You can pay by cheque or postal order by choosing the appropriate option at checkout. Make your cheque or postal order payable to “Direct Schoolwear, write the order reference number on the back and post it to: Direct Schoolwear, Magic House, 1 Streakes Field Road, Staples Corner, London NW2 7GD. Please allow five working days for the cheque to clear. Cheque payment facility is not available for orders from outside of United Kingdom. |
I don’t live in United Kingdom, how can I pay you |
| Overseas customers are welcome to pay by credit or debit card or by bank transfer. This option is available at checkout. |
How quickly will my order be shipped |
| We aim to dispatch all orders within two working days or sooner, but please allow for up to seven working days for despatch during peak periods. We hold ample stocks of all the lines, but if we have run out of a popular line, we will email to you a forecast despatch date. You will then have the option of substituting the unavailable item(s) with similar alternatives, waiting for your original choice or cancelling those items(s) for an immediate refund in the same way that payment was made i.e. through your PayPal account, or credit/debit card or by cheque or by bank transfer as the case may be. |
Will I be charged for Packing & Postage |
Packing is FREE and Carriage/Postage is FREE for all orders over £30.00 to addresses in England, Wales and Scotland (Lowlands) – regardless of the number of items ordered.
For orders under £30.00 we charge a modest £2.95 for carriage/postage.
For the Highlands and certain other areas within the United Kingdom, the carriage charge varies. The correct carriage charge will either be automatically added to the shopping cart at checkout or the order will be referred to CustomerCare@directschoolwear.co.uk for calculation of carriage. If you do not wish to pay the carriage charge listed, you can cancel your order online before you click on any of the payment methods listed. Even if you do click on one of the payment methods and then change your mind, you can still cancel your order by clicking on ‘Return to Directschoolwear’
For Overseas Orders: All orders from outside of the United Kingdom will automatically be referred to CustomerCare@directschoolwear.co.uk for review and calculation of courier charges. We will then load the order with courier charges back on the system and send you an email inviting you to review your order at www.directschoolwear.co.uk . After you have reviewed your order including courier charges, you have the option to pay for goods ordered or you may cancel the order. Packing is absolutely FREE in all cases. Please note that the prices do not include any local duties or taxes of the destination country. |
I don’t want the goods to be delivered to the address specified on my PayPal account. |
| At Check-out, you have the option to enter the address where you want the goods delivered (e.g. work place, neighbour, relative etc). When we receive your order, if the delivery address is different to your PayPal account address, CustomerCare@directschoolwear.co.uk will send you an email to confirm the correct address for delivery. This is for your safety and security. |
I don’t want the goods to be delivered to the address specified on my credit/debit card account. |
| At Check-out, you have the option to enter the address where you want the goods delivered (e.g. work place, neighbour, relative etc). When we receive your order, if the delivery address is different to your credit card or debit card account address, CustomerCare@directschoolwear.co.uk will send you an email to confirm the correct address for delivery. This is for your safety and security. |
I want the goods to be delivered to my work place |
| At Check-out, you have the option to enter the address where you want the goods delivered. When we receive your order, if the delivery address is different to your PayPal or Card account address, CustomerCare@directschoolwear.co.uk will send you an email to confirm the correct address for delivery. This is for your safety and security. |
I want the goods to be delivered to my neighbour |
| At Check-out, you have the option to enter the address where you want the goods delivered. When we receive your order, if the delivery address is different to your PayPal or Card account address, CustomerCare@directschoolwear.co.uk will send you an email to confirm the correct address for delivery. This is for your safety and security. |
I want the goods to be delivered to a relative or a friend |
| At Check-out, you have the option to enter the address where you want the goods delivered. When we receive your order, if the delivery address is different to your PayPal or Card account address, CustomerCare@directschoolwear.co.uk will send you an email to confirm the correct address for delivery. This is for your safety and security. |
Can I come to your place to collect my order |
| No, sorry. Most of our goods are held in warehouses well outside London and goods will be despatched to you directly from the warehouse(s). |
How can I track my order |
All packages to UK mainland are sent by secure Royal Mail Recorded Delivery or similar parcel delivery service and have to be signed for on delivery. An email with a tracking number will be sent to you after your order has been despatched and you will be able to track the package(s) online. If you have any query about the delivery of your package, please email to us your unique order number and query to CustomerCare@directschoolwear.co.uk we will investigate immediately and we aim to reply to you within two working days or sooner.
All packages to overseas addresses are sent via a reliable international courier service and have to be signed for on delivery. If you have any query about the delivery of your package, please email to us your unique order number and query to CustomerCare@directschoolwear.co.uk we will investigate immediately and we aim to reply to you within two working days or sooner. |
I wasn’t at home when your carrier tried to deliver my order |
| Royal Mail or the carrier would have left a card through your letter box informing you that they tried to deliver your package. Please follow the instructions on the card to get your package. |
I have changed my mind and want to cancel my order |
Please contact us by email to CustomerCare@directschoolwear.co.uk as soon as possible after the order has been placed. We will do everything we can to comply with your request. However, if the order has already been despatched you will have to return the package or the relevant items from the package as detailed above. You will have to pay postage or carriage charge for returning the item(s) to us.
Please return the item(s) to us unworn/unused and with original packaging with all the labels still attached within seven working days starting the day after delivery for a full no-quibble refund via the same channel that you used for payment of the order.
The only exceptions are items of underwear for hygiene reasons.
Please do quote your original order number and let us know why you are returning the article(s) so that we can make the necessary improvements in our quality or quality of service. We recommend that you obtain proof of posting from the post office when returning the item(s) and preferably using a service that requires us to sign a receipt on delivery, so you know that we have definitely received the item(s) back. Please return to:
Direct Schoolwear
Magic House
1 Streakes Field Road
London NW2 7GD
You will have to pay postage or carriage charge for returning the item to us. |
Can I return any item(s) that I ordered |
Yes, you can. Please return it to us unworn/unused and with original packaging with all the labels still attached within seven working days starting the day after delivery for a full no-quibble refund .via the same channel that you used for payment of the order.
The only exceptions are items of underwear for reasons of hygiene. Please return to:
Direct Schoolwear
Magic House
1 Streakes Field Road
London NW2 7GD
You will have to pay postage or carriage charge for returning the item to us. |
I am not happy with the item(s) supplied to me |
If for any reason you are not happy with any item supplied by us, please return it to us unworn/unused and with original packaging with all the labels still attached within seven working days starting the day after delivery for a full no-quibble refund .via the same channel that you used for payment of the order.
The only exceptions are items of underwear for hygiene reasons.
Please do quote your original order number and let us know why you are returning the article(s) so that we can make the necessary improvements in our quality or quality of service. We recommend that you obtain proof of posting from the post office when returning the item(s) and preferably using a service that requires us to sign a receipt on delivery, so you know that we have definitely received the item(s) back. Please return to:
Direct Schoolwear
Magic House
1 Streakes Field Road
London NW2 7GD
You will have to pay postage or carriage charge for returning the item to us. |
Will I have to pay postage for returning the item(s) to you |
Yes, you will have to pay the postage or carriage for returning the item(s) to us |
Will you refund me the postage or carriage that I paid for returning the item(s) |
If the item was damaged or faulty when you received it, Direct Schoolwear will refund you the full postage as well. However, if you have changed your mind and do not want the product or if you ordered the wrong size or colour, then Direct Schoolwear will only refund to you the purchase price of the item(s) via the same channel that you used for payment of the order. But, you will have to pay postage or carriage charge for returning the item(s) to us in the first instance. |
I love the item(s) supplied but I want to exchange for a different size |
Please order the replacement article(s) required through the site as normal. The replacement(s) will be despatched to you as quickly as possible. As soon as we receive your returned item(s) we will immediately process a refund for the returned articles via the same channel that you used for payment of the order. Please return to:
Direct Schoolwear
Magic House
1 Streakes Field Road
London NW2 7GD
But, you will have to pay postage or carriage charge for returning the item(s) to us in the first instance.
Please remember, if your replacement order is below £30.00 you will need to pay another £2.95 toward postage/carriage. |
Can I return any item(s) that I ordered |
If the item was damaged or faulty when you received it, Direct Schoolwear will refund you the full postage as well. However, if you have changed your mind and do not want the product or if you ordered the wrong size or colour, then Direct Schoolwear will only refund to you the purchase price of the item(s) via the same channel that you used for payment of the order. But, you will have to pay postage or carriage charge for returning the item(s) to us in the first instance. |
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