Help – Frequently asked questions
Before taking the time to contact School Uniforms Direct we would like to invite you to have a read through the answers to our Frequently Asked Questions. We hope you will find the resolution or answer to any of your queries here.
However, if you cannot find what you are looking for please contact us. Please be aware that during the back to school season response will take some time. We appreciate your patience at this time.
Is there a shop I can visit?
Yes. We have our shop in Lathaleer Industrial Estate, Baltinglass, Co. Wicklow. We are opened all year round.
What are your opening times?
Monday to Thursday: 9am – 5pm
Friday: 9am – 4pm
We are always opened through lunch.
Saturday / Sunday: Closed
During the school term if you need to purchase uniforms we ask that you phone before visiting to check if the item is in stock before travelling.
How do I know if you have what I need in stock before I go to the shop?
We are more than happy for you to phone or email us to ensure the product(s) are available before you travel. However during July and especially August we hope you can accept that phone lines are extremely busy and email enquiries will take longer than usual.
How can I contact School Uniforms Direct?
You can email firstname.lastname@example.org or phone (086) 898 3937 during working hours.
Please be aware that August is an extremely busy time for us and phone lines can be very busy. We do our very best to return missed calls after hours.
We encourage you to email us during this time but please be aware that reply time may take up to 72 hours and are not monitored during the weekend. All correspondence must include order numbers, school name and customer name.
We appreciate your patience at this time.
Can I place an order via phone or email?
For security reasons we cannot take orders via phone or email.
For your own protection under no circumstances will we ever take card details over the phone or via email. School Uniforms Direct is PCI compliant which restricts us from doing so.
I cannot place my order on the website!
If you are having problems navigating through the website we suggest that you use a different platform, i.e. mobile or pc, or a different web browser, i.e. Google Chrome or Mozilla Firefox.
What is 3D Secure/Verified by Visa/MasterCard SecureCode?
3D Secure makes sure that your internet purchase is as secure as possible. It is an automatic online security service that has been created to help guard your Credit/Debit Card against unauthorised use online.
The password that 3D Secure is asking you for is one that you have created. Without your 3D Secure password, the purchase cannot take place.
If you are encountering problems please contact your bank, this is not an issue we can help you with.
How do I know if my order has been placed?
Once you reach the confirmation page of the ordering process and receive a confirmation email your order has been placed.
How much does delivery cost and how are orders delivered?
Standard delivery charges for all orders are €7 regardless of weight or quantity of garments on the order.
Order processing time during July and August is extended to between 3-5 working days.
Delivery can take up to 5 working days once processed and dispatched.
Delivery can be made by a courier or by An Post. All parcels must be signed for. It is very important to answer calls and address visits to avoid unnecessary delays with delivery. An Post will only attempt delivery once, after this time they will leave a note explaining that you may have to visit your local depot for collection. Please do not have a parcel addressed to a location where there will be nobody available to receive and sign for it.
If your order is returned to us ‘undelivered’ or ‘not collected’ due to circumstances beyond our control, you will borne all re-shipping costs.
Can I change my order?
Unfortunately not. Once an order has been placed it cannot be amended. It can be cancelled up until you receive a completion/dispatch email. If the order has already been dispatched, under the ‘Distance Selling Regulations’ you have 7 working days to return the goods and we will issue a full refund of your purchase.
Please note that we will not take payment for any item until it has been processed and is ready for dispatch. We will however take an Authorisation. This will show on your bank statement as a deducted pending transaction where the funds are reserved & allocated to your order. This pending transaction will not be finalised until we have completed your order for delivery.
Prior to finalising an order we have the option to finalise the total sum or a reduced sum but under no circumstances can we deduct an increased amount.
All authorised pending transactions go through security checks prior to being finalised. Each order is checked to ensure it is not fraudulent or duplicated. If your order fails to pass the security check we will contact you.
In the event of School Uniforms Direct not being able to fulfil your order or if you wish to cancel your order we will immediately request that your bank cancels the authorisation. If the authorisation still remains after several days, please contact your bank to request that they act upon our cancellation of the payment.
How do I return something?
You can simply return something in our shop, at your school on a day we are visiting or fill in the returns form included in your parcel and send it back with the items. Online orders sent back can only be returned for refund.
Save on postage costs before going to the Post Office by visiting www.anpost.com/Post-Parcels/Click-and-Post/Returns. This is an optional facility which costs just €4.50 per parcel.
I ordered the wrong size, how can I exchange?
You can exchange items in our shop or at your school on a day we are visiting. Unfortunately we cannot facilitate exchanges via post. Please return the item with the returns form requesting a refund and place a new order for the alternative item required.
Personalised goods i.e. garments that have had name, initial or special embroidery, are not eligible for return.
All goods will be inspected on return.
Please do not send anything back that is not in the same condition as received, all items must be returned in their original packaging and in a resalable state (labels & wrapping intact, garment unworn and unwashed). Returns can be made within 28 days of receipt of delivery. The goods are your responsibility until they reach us, so make sure it’s packed properly and can’t get damaged on the way. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.
You sent me the wrong product.
If we sent you a wrong product, please return it and we will send you the correct one. Additional delivery cost will be refunded.
The garment I received is faulty.
Please return the garment immediately, we will deliver a replacement or issue a refund at your discretion. All faults must be reported within 24 hours of parcel delivery.
If you have begun wearing a garment and discover a fault you are entitled to a repair or replacement within the first 6 months of ownership – provided you did not cause the damage. Repairs or replacements are decided upon our inspection of the fault. Generally a repair will first be offered. A repair will be carried out if we are sure it will permanently fix the fault. A replacement will only be issued if we believe a repair is not possible, will not permanently fix the fault or is more convenient.
If you are responsible for the damage to the product repair charges will be applied.
Please take into account that general wear and tear to garments does take effect over time.
On average, primary school students are wearing their uniform in school for 183 days per school year which adds up to 915 hours for junior cycle students and 1098 for senior cycle students. Secondary school students are wearing their uniforms for 167 days per school year adding up to 1169 hours.
Although we strive to supply garments of the highest quality and durability at reasonable pricing, that is lots of writing and tough work which naturally will wear cuffs, elbows and seams!
I placed an order but received an email to say it is out of stock.
Stock levels are not available online. If you place an order and it is not currently in stock we will let you know. We will automatically arrange to obtain the product you have ordered unless you cancel the order.
The SagePay system used for the payment process will allow us to take the total cost from your given card for up to 28 days after the order has been made. If your order has not been completed within this time we will either let the payment expire letting funds return back onto your card and ask you to place a new order or we may contact you asking permission to take payment before expiration. Payment can only be taken once per transaction and cannot exceed the total cost of the order. Some worried customers have contacted us thinking a transaction had been carried out twice after viewing their online banking account. We assure you that it has not happened and it is just appearing twice because the payment is processing.
The SagePay system is very secure and will not allow a transaction to be carried out more than once or for an amount above the total order cost.