FAQ (Frequently Asked Questions)

Here you will find some answers to the most commonly asked questions...
General Questions

What are your current opening hours?

Our normal opening hours will continue from Monday 29th October
- 9.00am - 5.30pm Monday to Thursday
- 9.00am - 5.30pm Friday

How are the prices displayed on this Web Site?
- Prices are displayed excluding VAT, which is added in the shopping cart checkout process.

Where can I find you?
- Click here for a map to our location.

Garment Care - Charles Kirk Jumpers
Please see the pilling guide for more information on garment care for this Jumper.

Placing Orders/Delivery

Are there any order restrictions for larger sizes?
- The largest sizes may not be carried in stock and may take up to 4 weeks to be despatched (this is especially the case when an item needs an embroidered motif), please call us on 01395 222975 to check availability prior to ordering. Please ensure that you measure your child correctly as the largest size polos, sports shirts, sweatshirts, jackets, skirts, trousers, shorts and track bottoms are non-returnable. Any returns can only be accepted if the garment is unmarked/unworn and any swingtags are still attached.

Are there any exclusions for delivery?
- Yes these are our delivery companies exclusions (Postcodes):
UK ( GB ) : BT10-BT829, BT920-BT949, BT990-BT999, D1-D24, FK10-FK999, G830-G839, GY10-GY99, HS10-HS99, IM10-IM999, IV10-IV569, JE10-JE49, KA270-KA289, KW10-KW179, PA200-PA499, PA600-PA999, PH10-PH999, PO300-PO419, ZE10-ZE39

Do you accept American Express/Amex?
- No; we do accept most other payment cards though.

Can I pay with a cheque?
- Yes, you can pay for your order with a cheque, but it may be delayed for up to three weeks for the cheque to clear and the delivery to be despatched.

If I have my order delivered to school for collection, when will it be there?
- Fridays are collection days at schools. This is weekly during the first term and bi-weekly in the first and third terms, please phone us for dates if needed.The order cut-off date for these deliveries is usually Tuesday at 5pm for telephone orders and Tuesday at midnight for web orders.

Where do I collect my order from at school?
- Coombeshead: Reception
- Honiton: PE Office
- Park: PE Office
- Plymouth High School For Girls: Reception
- Sir John Hunt: Student Services
- Teign: Reception
- Tiverton: Student Services
- Wadebridge: Reception
- Trinity: School Shop or out of open times Reception

Can I have my order delivered to home, and how long will it take?
- Yes. Home delivery is via Parcelforce or Royal Mail and costs £5.00. These orders are usually despatched within 3 - 5 working days if the items are in stock & are not teamwear or personalised garments. After dispatch notification please allow 5-7 working days before contacting us about missing deliveries. Limited Stock items may be withdrawn or replaced at our discretion, we can not guarantee the availability of these & may contact you to offer an alternative.

How much is delivery to school or to home?
- Delivery to school is free of charge. Home delivery is via DPD and costs £5.00.

I’m not sure what size my child needs, can you help?
- Please refer to our size guide in the first instance. We would always recommend measuring your child carefully before ordering, or coming to our shop to try on samples if possible. If you still need advice or any help, please ring us.
Returns And Exchanges

Please refer to our Refund & Returns Policy page in the first instance.

If the garments don’t fit, can I exchange them or return them for a refund?
- We would always recommend measuring your child carefully before ordering, or coming to our shop to try on samples if possible. However we are happy to refund or exchange items within 30 days or purchase as long as they are still in their original condition, unworn and unmarked, and with any swing tags still attached. Please ring us to arrange any exchanges or returns. N.B. We regret that team wear items (such as GCSE, BTEC and A Level polos) and any personalised items are non-returnable/non-refundable unless faulty.

How do I exchange or return an item, and do I have to pay for this?
- Please ring or email us us to arrange any exchanges or returns and we will explain the process. You can either return items via the school free of charge, or posted back to us at your own expense.

Where will my exchange order be sent and how long does the exchange process take?
- The replacement item will be sent to the school with the next delivery and your child will need to return the unwanted item at the time of collecting the replacement. If you need to have the item delivered to you at home, there will be a carriage charge.

How long does the process take for a returns refund?
- If you post the item back to us, the refund will be made within five working days and you will receive a text confirming that this has been done.  If you return the item via the school, your refund will be made when we have collected and checked in the item when we collect from the school, which is half-termly. Again, you will receive a text confirming when the refund has been made.

Can I arrange an exchange or return through someone at the school?
- No, you must contact us to make the arrangements.

What should I send the items back in and what information do you need?
- The items should be returned in the original packaging if possible, or in any secure bag. Please tear off and enclose the bottom of your Clothing Order Form sent with your original order, which will have the school name, and your child’s surname and forename.