Frequently Asked Questions

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.

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'.

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.

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 My Family homepage by clicking on your child's name.

The Intelligent Sizing is an integral part of the MySchool.Shop 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 in our ‘How to Measure’ video or by clicking on the 'guidelines' link on the Edit Child measurements page.

Yes, we take great pride in our ethical business practice and our full policy can be read here.

Online returns are quick and easy. Please follow the steps below: 

• Simply go to the ‘Orders and Returns’ tab, find the order from which you wish to return something, and click the red ‘Return Items’ button.
• Please ensure a return request is processed for every item you are returning.
• From the dropdown box, select the quantity you wish to return and the 'Reason’ for each return.
• Select ‘Refund’ from the dropdown box.
• When you have completed this for all items you are returning, proceed to the next step by clicking ‘Next’.
• You will then be presented with a summary of your request. Please review this carefully to ensure you have selected the correct items and then click ‘Confirm Return’.
• Please take a moment to read and accept our Terms and Conditions by ticking the check box before clicking 'Checkout Return' again.
• Print off your Shipping Label and Returns Note with your unique barcode reference or download your QR Code. 
• If necessary, you can reprint your Returns Note and Shipping Label in your Order History.
• Reseal the garment in the original packaging.  
• Enclose the garment and printed Returns Note in your parcel and attach the prepaid Shipping Label, or take your QR Code to the Post Office
• Please ensure your parcel is posted back to us as soon as possible. 

When an order is placed, if the value of your order is greater than your fixed amount voucher, for VAT purposes we will apply the discount to each item as a percentage. For example, a £30 voucher applied to a £60 order is 50%, so each item will be discounted by 50%. Therefore, you will pay 50% of your order by voucher and 50% by card. If any item is subsequently returned for refund, this will be split in the same way ie. 50% will be refunded to the voucher and 50% refunded to your card. 

We accept the following major credit and debit cards: VISA, Mastercard and Maestro. We also offer a Buy Now, Pay Later option via Klarna or Clearpay. If you need any assistance, please contact our Helpline on 0203 8327 460.

PLEASE NOTE however that whilst we can assist you to the final basket stage, for security reasons we will be unable to checkout an order on your behalf.

We will take payment in full at the time the order is placed.

The current Uniform Regulations for your child's School are available by clicking the Uniform Regulations link in the shopping page as shown below;

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. Alternatively, if you prefer to wait and place the order when the item is back in stock, please click ‘Email me when back in stock’ and we will notify you once stock is available.

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, centre back and sleeve length. We charge up to 30% extra for this to cover the pattern making and one-off premium manufacturing costs we incur. Please allow up to 8 weeks for delivery of a Special Order item. Once placed, a Special Order cannot be cancelled, and the item will be non-returnable for refund or exchange unless faulty. If you would like further information, please contact our Helpline on 0203 8327 460 and they will be happy to help. Please note that promotional offers do not apply to special orders. 

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.

We are obliged to charge all 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 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 FastTrack and our standard delivery services.

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

We accept the following major credit and debit cards: VISA, Mastercard and Maestro. We also offer a Buy Now, Pay Later option via Klarna or Clearpay. If you need any assistance, please contact our Helpline on 0203 8327 460.

PLEASE NOTE however that whilst we can assist you to the final basket stage, for security reasons we will be unable to checkout an order on your behalf.

In line with other online retailers, we use the SCA/3DS2 Strong Customer Authentication procedure for your additional security. This is to better protect against fraud, keeping customers safe and secure when making payments online. 

The authentication process will vary but depending on your bank you may be asked to enter a one-time passcode or approve the transaction via the mobile app. For further details please contact your card issuer.

Once 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.

We will take payment in full at the time the order is placed.

We aim to dispatch orders within 2-3 working days. We will email you to let you know when your order has been dispatched and confirm which delivery service has been used.

You can return an item purchased in the sale for refund, within the standard 30 day returns period.

When an order is placed, if the value of your order is greater than your fixed amount voucher, for VAT purposes we will apply the discount to each item as a percentage. For example, a £30 voucher applied to a £60 order is 50%, so each item will be discounted by 50%. Therefore, you will pay 50% of your order by voucher and 50% by card. If any item is subsequently returned for refund, this will be split in the same way ie. 50% will be refunded to the voucher and 50% refunded to your card. 

We are not able to make any changes to an order once it has been placed. However, we may be able to cancel it providing it is has not processed too far through our warehouse. If you wish to cancel an order, please contact us as quickly as possible and we will do our best to comply with your request.

Unfortunately, once an order has been placed, we are unable to add 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.

Providing the order has not yet been dispatched and providing it is within the UK (we do not offer international shipping), we may be able to amend the shipping address. Please contact us and we will do our best to comply with your request.

We are not able to make any changes to an order once it has been placed. However, we may be able to cancel it providing it is has not processed too far through our warehouse. If you wish to cancel an order, please contact us as quickly as possible and we will do our best to comply with your request.

Unfortunately, once an order has been placed, we are unable to add 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.

Providing the order has not yet been dispatched and providing it is within the UK (we do not offer international shipping), we may be able to amend the shipping address. Please contact us and we will do our best to comply with your request.

If we have used our courier service for your delivery, 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 request that either your parcel is left in a safe place, delivered to a neighbour or alternatively you can reschedule your delivery to a more convenient day.

We aim to dispatch orders within 2-3 working days. We will email you to let you know when your order has been dispatched and confirm which delivery service has been used.

Unfortunately, we are not able to offer delivery on a specific day. 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.

Delivery on orders over £50 is free of charge. The postage charge for smaller orders is shown below. Please note: During sale periods, delivery charges are based on the full retail price of goods.

Postage charges are shown in the table below:

The time taken for your order to be delivered to you once dispatched will depend on the delivery service used. Orders shipped by DPD will usually be delivered the next business day.

Yes, we can deliver to BFPO addresses. Please contact our Customer Services team for further assistance.

No, we do not offer international shipping.

All FastTrack orders will be subject to an additional charge of £10 on top of the standard delivery charge applicable to the order.

FastTrack is an express dispatch service offering same day dispatch for orders placed before Midday 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: We reserve the right to withdraw this service at any time.

FastTrack orders placed before 12 Midday Monday to Friday, will be dispatched the same day. Any order placed after midday will be dispatched the next business day (excluding weekends and Bank Holidays). They will usually be shipped by DPD for delivery the following business day (ie not weekends).

Providing the order has not yet been dispatched and providing it is within the UK (we do not offer international shipping), we may be able to amend the shipping address. Please contact us and we will do our best to comply with your request.

If for any reason you are unhappy with your purchase, you can return it for refund only within 30 days of delivery providing the item is unworn/unused and unwashed, in a resaleable condition and in its original packaging complete with labels. If you require a new item, please place a new order via the website.

We cannot accept back personalised items unless faulty and for hygiene reasons we are unable to accept back gumshields unless faulty or swimwear without the hygiene strip intact.

If you would like to return an item, please make a request on the website via our Online Returns service. You will need to print off your Returns note and Prepaid label at home. For further details of how to use our Online Returns service, please visit our How to Shop page here.

Please note that you will need to submit a separate return for each order, however they can be combined and posted back to us in the same parcel using just one of the prepaid labels. Please ensure the returns notes for each order are enclosed.

If you are unable to return your item via our Online Portal, please contact our Helpline to request a postage paid label. You will need to include a note in your parcel, indicating clearly which items you are returning.

We do advise that you obtain a proof of posting receipt from the Post Office for all returns as we cannot be held responsible for any items lost or delayed. 

Our full Returns policy can be found here.

You can return an item purchased in the sale for refund, within the standard 30 day returns period.

Online returns are quick and easy. Please follow the steps below: 

• Simply go to the ‘Orders and Returns’ tab, find the order from which you wish to return something, and click the red ‘Return Items’ button.
• Please ensure a return request is processed for every item you are returning.
• From the dropdown box, select the quantity you wish to return and the 'Reason’ for each return.
• Select ‘Refund’ from the dropdown box.
• When you have completed this for all items you are returning, proceed to the next step by clicking ‘Next’.
• You will then be presented with a summary of your request. Please review this carefully to ensure you have selected the correct items and then click ‘Confirm Return’.
• Please take a moment to read and accept our Terms and Conditions by ticking the check box before clicking 'Checkout Return' again.
• Print off your Shipping Label and Returns Note with your unique barcode reference or download your QR Code. 
• If necessary, you can reprint your Returns Note and Shipping Label in your Order History.
• Reseal the garment in the original packaging.  
• Enclose the garment and printed Returns Note in your parcel and attach the prepaid Shipping Label, or take your QR Code to the Post Office
• Please ensure your parcel is posted back to us as soon as possible. 

Returns are free via our online returns service. Please process a return request on the website where you will then be able to print off your unique Returns Note and Tracked Postage Label.

Please note that should you choose to return your items by any other method, we cannot be responsible for the cost incurred or any items lost as a result. 

Refunds will be processed once your return has been received at our warehouse. This includes refunds to vouchers. Please allow 3 business days from receipt for refunds to be transacted. We will email you to let you know once this has been done. Your refund should reach your account within 3-5 business days. PLEASE NOTE: Returns from FastTrack orders will be processed within the normal 3 business day timescale.

When an order is placed, if the value of your order is greater than your fixed amount voucher, for VAT purposes we will apply the discount to each item as a percentage. For example, a £30 voucher applied to a £60 order is 50%, so each item will be discounted by 50%. Therefore, you will pay 50% of your order by voucher and 50% by card. If any item is subsequently returned for refund, this will be split in the same way ie. 50% will be refunded to the voucher and 50% refunded to your card. 

We would like to reassure you that we are keenly aware of our duty of care regarding the personal information which is provided to us. We go to exceptional lengths to ensure the security of our system, to control access to the data and never pass the information to any third party. Our database is stored within a data centre in Ireland and is secured in accordance with best practice set out by the Information Commissioner’s Office, and when information leaves our database (for instance for backup purposes) it is strongly encrypted before transmission. 

We are aware that we ask for some personal information about your child. We hope that the above provides the reassurance that you need. However below is a brief rundown of the data we collect and what we use it for:

Child’s Name: This is for ease of ordering, particularly if you have more than one child.  If you are concerned about this you could choose to use meaningless data, i.e. Child A, Child B etc.

Date of Birth: This is used as a check to make sure we have the correct school year for your child, so we show you the correct garments. We also use it in a statistical model to predict the rate of growth and therefore the best fit of garment for each child. We could just ask for age, but this is insufficiently accurate to usefully predict the fit of garments. Again, if you have a serious concern you could choose to enter a false Date of Birth. If you make this reasonably close to your child’s actual Date of Birth then it will not seriously degrade the sizing recommendations we make, however please be aware that it may cause us to show the wrong year group.

Measurements: These are key to the operation of our Intelligent Sizing engine. They are used to recommend the best size of all our garments and therefore accuracy is vital. Please don’t guess or try to hide this data. It will inevitably result in us recommending the wrong size which is inconvenient for both parties. In addition to generating the fit recommendations for your child we will also aggregate this data in anonymised form so we can’t identify the child. This allows us to undertake statistical analysis on how the size range of our customers is changing, allowing us to improve both the fit of our garments and the availability of our sizes. Keeping our returns low helps to keep our costs and prices low. Improving the accuracy of our ordering ensures that we have the stock in the right sizes.

For the legal aspect of our privacy policy please see our terms and conditions here.

We are obliged to charge all 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 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 FastTrack and our standard delivery services.

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

In line with other online retailers, we use the SCA/3DS2 Strong Customer Authentication procedure for your additional security. This is to better protect against fraud, keeping customers safe and secure when making payments online. 

The authentication process will vary but depending on your bank you may be asked to enter a one-time passcode or approve the transaction via the mobile app. For further details please contact your card issuer.

MySchool.Shop does not issue publicly available promo codes, discount codes, coupons or voucher codes. There may be other websites that claim to possess MySchool.Shop promo codes, discount codes, coupons or vouchers, but they do not. These websites are not associated with MySchool.Shop 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 MySchool.Shop voucher codes are only issued in specific circumstances and only through the school or our Customer Services team.

Yes, we take great pride in our ethical business practice and our full policy can be read here.

Our full Terms and Conditions can be found here.