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Frequently asked questions

Where are you?

We are located at Unit 30, Dunlop Road, Hunt End Trading Estate, Redditch, B97 5XP. Please follow Dunlop Road all the way round to the end of the road, we are the last unit on the right hand side.

 

When are you open?

Our offices and customer services point are open 8.30am-5pm Monday to Friday for collections, exchanges and returns.

 

Is your store open?

Our shop is not currently open for customers to try on and purchase garments in store. We are remaining open as a ‘click and collect’ service for Redditch schools and offer delivery to your home or business address.  All orders must be placed online, however, our exchanges/collections counter will remain open 8.30-5.00pm Monday to Friday.

 

Can I collect from your store?

When placing your order, please select either ‘Collect from Orchard’ or home delivery. If you select ‘Collect from Orchard’, you will receive an automated email to notify you as soon as your order is ready for collection from our customer services point.  Please be aware, our emails may sometimes be directed into your junk or spam folders so ensure you keep an eye on all your emails when awaiting correspondence from us.

 

Can I place an order via email or telephone?

Unfortunately, we are unable to place any orders over email or telephone as all orders need to be placed online by the customer via our website.

 

How do I use a school voucher?

Vouchers can be redeemed via email or at our customer services point. If you would like to redeem the voucher at customer services, please feel free to visit us at Unit 30, Dunlop Road (B97 5XP) between 9am-5pm Monday-Friday.

If you wish to redeem your voucher by email then please take a photo of your voucher and send it to office@orchardclothing.co.uk with the details listed below. Your order will be inputted and you will be notified as soon as your order is ready for collection. Payment for any remaining balances can be processed upon collection.

Required details: Childs name, Parents Name, All garments/ sizes and quantities required

Why is there a fee to collect my order from you?

 

In your basket you will be able to select ‘collect from Orchard’ for click and collect. A fee may still appear however, please do not worry as this fee is removed when you proceed to order placement and complete payment for your order.

 

(Redditch Schools) How do I complete an exchange or return?

Our customer services point at Unit 30, Dunlop Road (B97 5XP) is open 9am-5pm Monday to Friday for collections, returns and exchanges. There is no need to book time slots so please feel free to visit us whenever’s convenient for yourself.

 

How long will it take to receive my order?

When placing an order with us, we do ask customers to allow up to 15 working days for your order to be fulfilled. If an item/size you require is unfortunately out of stock at the time you place your order then this time frame allows us to order the required garments from the suppliers, embroider the items and gather your order for collection/dispatch. However, if all the garments you require are in stock and available then your order can be ready for collection within a few days.

 

How do I size my child up for uniform? (Middle/High Schools)

We advise measuring your child's chest and waist (in inches) to determine what size garments will be most appropriate as most items are sized according to these measurements. Please also see the sizing guidance provided for each item for further details.

 

How do I size my child up for uniform? (Lower Schools)

For first and primary schools, most items are sized according to age. However, some items such as the pe shorts are sized according to waist measurement.

Examples: Sizing for jumpers, cardigans, polos, t-shirts... is as follows

 Size 22” is age 2                Size 28” is age 7-8

Size 24” is age 3-4             Size 30” is age 9-10

Size 26” is age 5-6             Size 32" is age 11-12

Pe shorts:

18-20" inch waist              30-32" inch waist

22-24" inch waist              34-36" inch waist

26-28" inch waist              38-40" inch waist

 

I have received an incorrect item / faulty item/ I am missing an item from my order- what do I do?

If you have received an incorrect or faulty item or you are missing an item from your order then you MUST notify us within 48 hours of receipt of order delivery/collection.

 

Can I place an order without having an account?

To be able to place an order with us, you must register an account/log in to your account prior to adding any items to your basket. You can do this by selecting ‘Sign-In/Register’ in the top right-hand corner of our website.

 

 How do I find the school uniform I am looking for?

Please use the ‘Find your School’ tool to locate the uniform you are looking to purchase. When searching for your school, please ONLY insert the school name into the ‘School Name’ box, you do not need to complete any of the other boxes for the school to appear. This will then allow you to go into the school webpage where all available items will be visible to select and purchase.

 

 I cannot log into my account/ the password reset is not working - what do I do?

Please notify us via email or telephone as soon as possible so we can resolve this issue for you.  

Where ca

n I find the discount code for my school?

Please use the ‘Find your School’ to locate the school webpage you require. On the web page under the school address, please select ‘Discounts & School Uniform Policy’. Here you will find the discount code, copying and pasting this code into the promotional code box in your basket will then allow you to redeem the uniform pack discount. Please be aware that in order to be eligible for the 10% off discount, a minimum of one of each garment of the starter pack must be purchased. A list of these garments is provided in the ‘Discounts & School Uniform Policy’ tab.

 

What do I do if the payment for my order has not gone through successfully?

Please feel free to contact us via email or 01527 545 555 anytime 9am-5pm Monday to Friday and we will be happy to resolve this for you and payment for your order can be processed over the telephone.

 

Why is there a fee to collect my order from you?

In your basket you will be able to select ‘collect from Orchard’ for click and collect. A fee may still appear however, please do not worry as this fee is removed when you proceed to order placement and complete payment for your order.

 

How can I check the status of my order?

Please feel free to check the progress of your order on your online account or contact us for an update.

 

Can I change my order if I have made a mistake?

If your order has been placed but you have made a mistake/ordered something incorrectly, please contact us as soon as possible and we will be able to make the relevant amendments for you.

 

I have measured my child's chest but the sizing information is telling me I need to order a size which is younger/older than they are?

Most garments on our website are sized according to chest and waist measurement (in inches) rather than age. The sizing guidance provided on our website indicates the approximate ages for the different garment sizes, as provided by the supplier. However, these are only estimates as children of various ages will require a range of sizes based on their height and build. For example, if your child is measuring as 30” inch chest then I would advise selecting and purchasing garments in this size as this size will likely be the most appropriate for them.  

 

I am awaiting email correspondence from you but have not received anything?

If you are waiting to hear from us but have not received any emails, please kindly check your spam/junk email folders as our emails are often directed into these folders. If you have still not received anything, please feel free to contact us on 01527 545 555 for an update.

 

How long does delivery take?

Once your parcel has been dispatched to the courier then you should receive your order within the next few working days. Please use APC tracking to track your parcel. Please be aware the courier does not deliver at the weekend.

 

I have returned my parcel to you via post, how long will it take for my return and refund to be processed?

Following the dispatch of your parcel by the postal courier, we should receive your returns parcel within 1-3 working days. Once we have received your returns and all garment checks have been successfully completed, your refund will be processed immediately. You will receive email confirmation to notify you when your return and refund have been completed.

 

Do you provide free returns labels?

Unfortunately, we do not provide pre-paid returns labels due to our system not being able to offer that service. As such, please return to us the items that you no longer require via Royal Mail 2nd Class Signed For postage. Please see the delivery and returns information for further details.

 

Do you offer name embroidery on pe kit items for Walkwood/St Bedes?

We do offer the name embroidery service for PE garments. Please purchase the garments you require, try them on at home to ensure they are the correct sizes as once they are embroidered, the garments are non refundable and non returnable. Once satisfied with the items, please visit us at Unit 30, Dunlop Road (B97 5XP) between 9am-5pm Monday- Friday and we will be happy to embroider the items for you.  

 

If you have any further queries, please fill out our contact form.