Frequently Asked Questions

How do I register?
You will need to click 'New Parents Register Here' if you have not yet registered with us before. You can then set up your child's details and only the items relevant to your child's section of the School will be displayed. The site will automatically select the sizes we think are most suitable and these can be added to your basket. Full details of how to shop with us can be viewed on our 'How to Shop' page.
How do I log in?
If you are a new customer please select 'New Parents Register Here' to register with us. If you are already registered with us enter your email address and password and click 'Login'.
What do I do if I forget my password?
If you have forgotten your password click on 'Forgotten Password' underneath the password box. We will send an email to the address which you use to log in. Inside this email will be a unique link which you can use to reset your password. For security reasons this link will expire after 2 hours, and should this happen you can request another link by repeating the 'Forgotten Password' procedure.
How can I change my details?
You can amend your personal details by logging into your account and selecting 'Edit My Details'. To amend the details you have entered for your child, log into your account, select your child and then click on 'Edit'. Measurements entered for your child can also be amended via the Family Homepage by clicking on your child's name.
Do I have to enter my child's measurements?
The Intelligent sizing is an integral part of the Schoolblazer website so it is not possible to bypass this page. Please take a few minutes to measure your child and input accurate measurements so that we can recommend the correct sized garments. You will find further information on how to measure your child by clicking on 'guidelines' link on the Edit Child page.
Where can I see my School's Uniform Regulations?
The current Uniform Regulations for your child's School are available by clicking the Uniform Regulations link in the shopping page as shown below;
What can I do if the item I want to order is out of stock?
If an item which you require is currently out of stock and is showing as available for pre-order please go ahead and place your order; we will work to ensure the item is in stock and dispatched to you as swiftly as possible. If an item you have ordered is not due into stock within 8 working days of the order being placed we will email you to advise the expected in stock date.
What if I need a garment in a size which is not offered as standard?
Our size range is deliberately broad, however should you require a garment in a size that is outside of our standard range then we may be able to supply this as a Special Order. However it is important to note that our Special Ordering service is not a bespoke tailoring service so the item will not be made to measure. We can only supply garments in accordance with the suppliers existing size patterns with variations on chest size and centre back or sleeve lengths. We will charge up to 30% extra for this to cover the pattern making and one-off manufacturing premium costs we incur. Please allow up to 6-8 weeks for delivery of a Special Order garment. Once placed, a Special Order cannot be cancelled and the garment will be non-returnable for refund or exchange unless faulty. If you would like to enquire about a Special Order garment then please contact our Helpline on 0333 7000 703 and they will be happy to help.
If an item on my order is out of stock do I have to pay again for delivery when it is dispatched?
No, we only charge for delivery once per order. We do not make additional charges for dispatching items separately, from the same order, due to items being out of stock.
Why has VAT been added to my order?
We are obliged to charge all of our customers VAT where it is applicable. Some garments are zero rated at certain size levels and above those sizes VAT is chargeable. Where the garment can be shown to be only worn by someone under 14 years of age (because it is distinctly marked for a Prep School) the VAT should not be applied. If the garment cannot be shown to be only wearable in a Prep School, then VAT must be applied above certain sizes, irrespective of whether or not the child is actually in a Prep or Senior School. This is because VAT is applicable to the item, not the customer. Where an item is not distinctly marked (i.e. crested) and it is not possible to determine that the item is wearable only by someone under 14 years of age, we are obliged to charge VAT on the basis of size. On some products we choose to maintain a standard level of retail across all sizes but in these instances VAT is still payable on these sizes where applicable.

VAT is also applicable to name tags, FastTrack and to courier delivery services, including DPD.

Further information on the VAT guidelines can be found on the HMRC website.

How can I pay for my order?
We accept the following major credit and debit cards: VISA, Mastercard, Maestro/Switch and VISA Electron. In exceptional circumstances we can accept payment via BACS but there will be a £15 charge for this service. If you need any assistance then please contact our Helpline on 0333 7000 703 and our Customer Services team will be happy to help. 
PLEASE NOTE however that whilst we can assist you to the final basket stage, for security reasons we will be unable to checkout your order on your behalf.
Why do I have to go through a Card Validation Procedure?
In line with many other retailers we use the 3D-Secure payment card fraud protection procedure for your additional security. If you have enrolled your payment card in your card issuer's scheme (e.g. Verified By Visa, MasterCard SecureCode) you will be asked to enter your password during checkout. For more details please contact your card issuer.
How do I know that my order has been submitted?
If your order has been submitted you will be taken to an order confirmation page showing your order reference number and the items ordered. An email confirmation of the order will then follow.
Can I cancel or change an order once it is placed?
If you wish to cancel or amend an order then please contact us as quickly as possible, and we will do our best to comply with your request. Please note however that once your order is in progress it is not possible for it to be amended or cancelled.
Can I change the name tag details once my order has been placed?
We will do our best to amend the details on your name tags as long as your order is not in progress by this time. Unfortunately we are unable to amend name tag details once your order is in progress. The name tag details you provide are also included on your order confirmation email.
How do I add to my order once it is placed?
Unfortunately once an order has been placed we are unable to add items to it so a new order will need to be placed for any additional items required. We will do our best to combine the orders and ship them together wherever possible.
When will I be charged for my order?
We do not charge for an order at the time the order is placed; we only take payment once the items have been dispatched.
How long will my order take to be processed?
Orders are dispatched within 5 working days although we do aim to dispatch orders more swiftly than this wherever possible. We will email you to let you know when your order has been dispatched and which delivery service has been used.
Can you leave my delivery at my address if I am not in to receive it?
If we have used our courier service for your delivery then you will be advised by text or email of a 1 hour delivery time slot during the next business day. If you will not be at home at that time you will be given the option to either request that your parcel is delivered to a neighbour or alternatively reschedule your delivery to a more convenient day.
Can I request the date and time of my delivery?
Unfortunately we are not able to request delivery on a specific day however if we have used our courier service for your delivery you will be allocated a 1 hour delivery time slot between 8am and 6pm the next business day.
How long will my delivery take to arrive once dispatched?
The time taken for your order to be delivered to you once dispatched will depend upon the destination and delivery service used. Orders shipped within the UK by our courier will be delivered the next business day. Smaller orders will be sent via Royal Mail 1st Class Post. Orders shipped outside of the UK are sent via DPD Classic or DPD Express and will take approximately 2-3 business days.
What if I need to return an item?
Items can be returned to us for an exchange or refund within 28 days of receipt, provided that they are unworn and in their original condition and packaging complete with all labels. Please note that we can only exchange the same item for a different size. If you require an alternative item then please place a new order and return the original/s for a refund. For hygiene reasons we are unable to exchange or refund gum shields unless faulty. Please enclose a completed returns form, which is provided on the tear-off section of your dispatch note which you received with your order. If the value of the item which you have returned for exchange is greater or less than the value of the new item requested, we will automatically charge or refund the difference to the card originally used to place the order. 
PLEASE NOTE that your replacement items will automatically be dispatched to the default delivery address as shown on your account at the time your returns are processed. 
Do I have to pay to return items?
Returns made from within the UK are free of charge. Items being returned can be sent back to us in the resealable bag in which you received your order or in the bag provided with boxed orders, using the Prepaid label on your dispatch note.
Will my exchanged items be name tagged?
We will name tag your exchanged/replacement items providing they were originally requested on your order. Name tags for replacement items on FastTrack orders will be sent loose as per the original order. 
How long will it take for my return to be processed?
Please allow 5 business days for your return to be processed. We will email you to let you know that your items have been exchanged or refunded. PLEASE NOTE; Returns from FastTrack orders will be processed within the normal 5 business day timescale.
What if I want to return an item from an order shipped outside of the UK?
Orders shipped to France and Germany; We offer a free returns service via DPD's approved local retail agents. Returns information and an international returns label will be enclosed in your parcel. Please return any item that is unsuitable and we will either refund or exchange as requested. 
Orders shipped to other destinations: We do not offer a free returns service for any other overseas destination and you will be responsible for the cost of returning an item to us. If you require an alternative size, please place a new order, which will include international postage, and return the original item for a full refund. 
Do I have to pay for name tags?
During checkout the correct number of name tags to label your items will automatically be added to your basket. Name tags are supplied in multiples of 12: the first 12 cost £2.50 and each additional 12 costs 50 pence. If you purchase name tags with your order we will sew them into your items free of charge. If you do not wish to purchase name tags, these can be removed from your basket prior to checkout. 
Do I have to pay for delivery?

Delivery on orders under £20 in value is free of charge. Postage charges for larger orders are dependent on order value as these are sent via a registered and traceable service. Delivery charges are based on the full retail price of goods during sale periods. Separate charges apply for delivery to addresses outside of the UK.

Postage charges are shown in the table below;


Order value (£) Cost of shipping (£)
Under £20 £0
Over £20 and under £50 £2.50
Over £50 and under £150 £4.99
£150 and Over £5.99
Channel Islands under £30 £5
Channel Islands over £30 £45
BFPO Deliveries £15
Do you deliver to BFPO addresses?
We are able to deliver orders to BFPO addresses. Please select this option when entering the delivery address. The postage charge for this service is £15.00
Can I send my order to an address outside of the UK?

We ship orders outside of the UK using DPD Classic and DPD Express. The cost of delivery and the approximate delivery timescales are shown below:

Destination Cost of shipping (£) Time Taken
EU £60 2-3 days
Rest of World £125 4-6 days

PLEASE NOTE that in addition to the above, customs taxes or charges may be payable in some countries. This will be at the discretion of the local Customs Authority and neither Schoolblazer nor DPD can be held responsible for these.
What is the FastTrack delivery option?
FastTrack is an express delivery service offering same day dispatch to UK addresses for orders placed before 2pm on the day of ordering. FastTrack orders will be given the highest priority and are supported by a dedicated team. Any FastTrack orders placed after noon, at the weekend or on Bank Holidays will be dispatched on the next business day.
Please note: The FastTrack delivery option is not available during the January sale period. We reserve the right to withdraw this service at any time at our discretion.
How much does FastTrack delivery cost?
All FastTrack orders will be subject to an additional charge on top of the standard postage cost applicable to the order.
Can I order name tags if I choose FastTrack delivery?
As FastTrack is an express delivery service, name tags will not be sewn into garments. However should you wish to purchase them, they will be supplied loose with your order.
How will my FastTrack order be delivered?
All FastTrack orders will be dispatched via DPD Next Day, a 24 hour delivery service for delivery the next business day, and will need to be signed for upon receipt.
I found a website which claims to offer a Schoolblazer discount code but it does not work. Why is this?
Schoolblazer does not issue publicly available promo codes, discount codes, coupons or voucher codes. There are a number of websites that claim to possess Schoolblazer promo codes, discount codes, coupons or vouchers, but they do not. These websites are not associated with Schoolblazer in any way. They trick you into visiting their website by offering non-existent discount codes and once you have accessed their site they make money by showing you other advertisements or asking you to sign up to a mailing list. We strongly recommend that you avoid visiting these sites. Genuine Schoolblazer voucher codes are only issued in specific circumstances and only through schools or our Customer Services team.
I’ve bought from the website, can I take the garments back to a Schoolblazer Scotland shop for exchange
All of our returns are free and you will receive a returns bag and pre-paid postage label with every order. In addition all of your exchanged/replacement garments will be name tagged. We regret that we are unable to process online returns in-store as store stock is limited and there is no facility to remove the name tags.
I have one child at a Schoolblazer Scotland school and one at Schoolblazer, can I use the same account for both?
Yes, Schoolblazer Scotland and Schoolblazer schools are available from all accounts.
Why do you have Schoolblazer Scotland (formerly Clan House) and Schoolblazer logos on some sites?
Schoolblazer Scotland (formerly Clan House) has a long history of serving Edinburgh parents. We want to ensure that those qualities are respected. 
My school isn’t listed but I always used to buy my un-crested Schoolwear items at Clan House. Can I still do this?
These products are still available in-store, but are not, at present on our website. We apologise if this causes any inconvenience.
Do you have a pupil at St George's International School?

Please see below dispatch and returns information specific to your school:

DISPATCH

Whilst we promise to dispatch orders within 5 working days, we do aim to dispatch more swiftly than this wherever possible. Our typical dispatch time is 2-3 days for a fully name-tagged order. We will email you to let you know when your order has been dispatched.

We ship orders OUTSIDE of the UK using DPD Classic and DPD Express services and delivery timescales are typically 2-3 days.

Postage charges are shown in the table below

Destination Order value (€) Cost of shipping (€)
UK Under €26 €0
  Over €26 and under €65 €3.25
  Over €65 and under €195 €6.50
  €195 and Over €7.80
France & Germany under €26 €6.50
  Over €30 and under €65 €10
  Over €65 and under €195 €13
  €195 and Over €14.50
Rest of Europe   €78
Channel Isles Under €39.00 €6.50
  Over €39.00 €58.50
Rest of World   €162.50
BFPO Deliveries   €19.50

PLEASE NOTE that in addition to the above, customs taxes or charges may be payable in some countries. This will be at the discretion of the local Customs Authority and neither Schoolblazer nor DPD can be held responsible for these.

RETURNS

We offer a free returns service via DPD’s approved local retail agents. Returns information and an international returns label will be enclosed in your parcel. Please allow 2-3 working days for your return to reach us. Please return any item that is unsuitable and we will either refund or exchange as requested.

Do you have a pupil at The British School of Paris?

Please see below dispatch and returns information specific to your school:

DISPATCH

Whilst we promise to dispatch orders within 5 working days, we do aim to dispatch more swiftly than this wherever possible. Our typical dispatch time is 2-3 days for a fully name-tagged order. We will email you to let you know when your order has been dispatched.

We ship orders OUTSIDE of the UK using DPD Classic and DPD Express services and delivery timescales are typically 2-3 days.

Postage charges are shown in the table below

Destination Order value (€) Cost of shipping (€)
UK Under €26 €0
  Over €26 and under €65 €3.25
  Over €65 and under €195 €6.50
  €195 and Over €7.80
France & Germany under €26 €6.50
  Over €30 and under €65 €10
  Over €65 and under €195 €13
  €195 and Over €14.50
Rest of Europe   €78
Channel Isles Under €39.00 €6.50
  Over €39.00 €58.50
Rest of World   €162.50
BFPO Deliveries   €19.50

PLEASE NOTE that in addition to the above, customs taxes or charges may be payable in some countries. This will be at the discretion of the local Customs Authority and neither Schoolblazer nor DPD can be held responsible for these.

RETURNS

We offer a free returns service via DPD's approved local retail agents. Returns instructions and an international Returns label will be enclosed in your parcel. Please allow 2-3 business days for your return to reach us. Please return any item that is unsuitable and we will refund or exchange as requested.

Alternatively, items can be returned for refund or exchange free of charge via a weekly collection from the school.

Should you wish to return via the school, please take your parcel ready sealed, to the Senior School main reception in the Debussy building. DPD will collect parcels on a Friday, and return them directly to Schoolblazer for processing. It may take up to 5 days for the parcels to reach the UK.

Upon receipt, the exchanges/refunds will be processed, and new items despatched to you ASAP.

There are size restrictions for the parcels as below, so please re-use the Schoolblazer carton, or re-useable bag provided.

Maximum Parcel Weight 31.5kilos

Maximum Length 175cm

Maximum Girth 300cm

Do you have an ethical trading policy?
Yes, we take great pride in our ethical business practice and our full policy can be read here.
Where can I read your Terms & Conditions?
Our full terms and conditions can be found here.

 

If you would like to contact us or need further assistance, please call our Customer Services Team on 0333 7000 703 or get in touch through our Contact Us page. Our Helpline is open from 9am until 8pm Monday to Friday and 9am until 5.30pm on Saturday. Please remember to have your email address or order number to hand before calling.