Find answers about ordering, sizing, delivery, returns and personalised clothing. For help with an existing order, please contact us with your order number.
Ordering
How do I find my child’s school uniform?
Select Primary & Nursery Schools or Secondary Schools from the main menu, then choose your child’s school to view its uniform collection.
Please check the school name, garment colour and logo carefully before ordering.
Can I order uniform for more than one school?
Yes. You can add products from different school collections, as well as plain uniform and accessories, to the same basket.
Your delivery charge will be calculated according to the combined weight of the order. Orders of £100 or more qualify for free standard delivery.
Can I order plain school uniform?
Yes. Plain uniform and non-school-specific products are available throughout the website where listed.
Please check each product description carefully to confirm whether the item includes embroidery, printing or a school logo.
Do I need to create an account?
Creating or using a customer account can make it easier to view your previous orders and order information, but please use the same email address each time so your details can be matched correctly.
How do I know whether my order has been received?
You will receive an order-confirmation email after successfully placing your order.
Please check your junk or spam folder if it does not arrive in your inbox. Also check that the email address entered during checkout was correct.
Contact us if you have been charged but cannot find an order confirmation.
Can I add another item after placing my order?
We cannot normally add items to an order after it has been submitted.
Please place a separate order for any additional products. The new order will be subject to its own delivery charge unless it qualifies for free delivery.
Can I amend my order after it has been placed?
Contact us immediately if you notice an error.
We may be able to amend an order that has not entered processing or production, but changes cannot be guaranteed.
Once embroidery, printing, personalisation or other production has started, the order cannot normally be changed.
Can I cancel my order?
Please contact us as soon as possible.
An order may be cancelled if it has not been dispatched and has not entered embroidery, printing, personalisation, alteration or bespoke production.
Once production has started, personalised or bespoke products cannot normally be cancelled.
Can I change my delivery address?
Contact us immediately if the address on your confirmation is incorrect.
We will try to amend it if the order has not been dispatched, but changes cannot be guaranteed. Once an order has been dispatched, it cannot normally be redirected.
Additional postage may be charged if a parcel is returned because an incorrect or incomplete address was provided.
What happens if an item is unavailable?
Although we make every reasonable effort to keep product availability accurate, an item, colour or size may occasionally become unavailable after an order is placed.
We will contact you if this is likely to delay your order and may offer:
- A revised estimated delivery date
- A suitable alternative
- Cancellation and a refund for the unavailable item
You do not have to accept an alternative or wait for a back-ordered item.
Our Online Service
Do you have a shop?
No. Total Threads is an online-only business and does not operate a public shop, showroom or customer collection point.
Our correspondence and returns addresses are not open to visitors.
Do you offer click and collect?
No. We do not currently offer click and collect or collection from our premises.
All orders are delivered to the address entered during checkout.
Do you offer in-person uniform fittings?
No. We do not currently offer an in-person fitting service.
Please use the individual product size guides and garment measurements before ordering. You can also contact us if you need help understanding a size guide.
Can I return an order in person?
No. Returns cannot be delivered to us in person.
All approved returns must be sent using Royal Mail in accordance with our Returns & Refunds Policy.
Sizing
How do I choose the correct size?
Please use the size guide provided on the relevant product page. Sizes can vary between manufacturers and garment styles, so do not rely only on the size currently worn in another brand.
Where possible, measure your child rather than choosing only by age.
Does the age shown guarantee that the garment will fit?
No. Age labels are intended as a general guide only.
Children of the same age can have very different measurements, and manufacturers may use different sizing specifications. Please compare your child’s measurements with the product size guide.
What should I do if my child is between sizes?
Consider the garment style, how it will be worn and whether growing room is required.
For items worn over other clothing, such as sweatshirts, fleeces and coats, allow room for the layers underneath. Avoid ordering excessively large sizes, as this can affect comfort, appearance and safety.
What if I need an unusually small or large size?
Please contact us if the size you require is not shown online.
We may be able to obtain additional sizes from the manufacturer, although special-order garments can take longer and may have different return conditions. Please ask as early as possible, particularly during summer.
Where can I find the size guides?
Size information is shown on individual product pages where available. You can also visit the Size Guides page from the footer menu.
Delivery
How do I choose the correct size?
Please allow up to 14 calendar days from the date of ordering for preparation and delivery.
During the busiest summer and back-to-school period, delivery may take up to 21 calendar days.
Many orders arrive sooner, but please allow the full advertised timeframe.
Why can delivery take up to 14 days if Royal Mail is a tracked service?
The Royal Mail delivery period begins only after your completed order has been dispatched.
The full Total Threads timeframe includes:
- Obtaining garments from our suppliers where required
- Embroidery or printing
- Quality checking
- Packing
- Delivery by Royal Mail
During summer, higher order volumes and supplier demand can increase the complete turnaround time.
Which delivery company do you use?
Total Threads uses Royal Mail Tracked Delivery for online orders.
Tracking or delivery-confirmation information will be included in your dispatch email where available.
How much is delivery?
Delivery is calculated according to the combined weight of the products in your order:
- Up to 0.5 kg: £3.80
- Over 0.5 kg and up to 2 kg: £4.75
- Over 2 kg and up to 20 kg: £7.95
The applicable charge will be displayed during checkout.
Do you offer free delivery?
Yes. Orders of £100 or more qualify for free standard delivery.
Free delivery will be applied automatically at checkout when the qualifying order value is reached.
Can I request delivery on a particular date?
We cannot hold a completed order for dispatch on a requested date or guarantee arrival on a customer-selected date.
Please order early enough to allow the full advertised delivery period.
When should I order school uniform for September?
We strongly recommend ordering as early as possible.
Delivery can take up to 21 calendar days during the busy summer and back-to-school period, and unusual sizes or temporarily unavailable products may take longer.
Leaving an order until the end of the summer may mean that delivery before the start of term cannot be guaranteed.
How will I know when my order has been dispatched?
We will send a dispatch-confirmation email when your parcel has been prepared for Royal Mail.
Where available, the email will include tracking or delivery-confirmation details. Tracking may not update immediately after Royal Mail receives the parcel.
Where is my order?
Please check your dispatch email and any Royal Mail tracking information first.
Contact us if your order has not arrived after:
- 14 calendar days during our normal delivery period
- 21 calendar days during the busy summer and back-to-school period
Include your full name and order number so we can investigate.
What happens if I miss the delivery?
Royal Mail may leave the parcel in a safe place, deliver it to a neighbour, leave redelivery instructions or hold it at a local collection point.
Please follow the instructions provided by Royal Mail and collect or rearrange delivery within the stated period.
What happens if I refuse or do not collect my parcel?
Refusing a parcel does not automatically cancel the order.
Where a parcel is refused, left unclaimed or returned because an incorrect address was supplied, additional delivery or return costs may apply.
If you no longer require an eligible order, accept the parcel and follow our returns procedure.
Returns and Refunds
How do I return an item?
Contact us within 14 calendar days of receiving your order to request a return.
Please provide:
- Your full name
- Your order number
- The item being returned
- The reason for the return
We will provide the return instructions and correct postal address.
Once you have notified us, the item must be posted back promptly and within the return period explained in our Returns & Refunds Policy.
Which return service must I use?
All returns must be sent using Royal Mail.
Our return address is set up to receive Royal Mail deliveries only. Returns sent through another courier may be refused, redirected or returned to the sender.
Please obtain and retain proof of posting.
Who pays the return postage?
Customers pay the Royal Mail return postage for unwanted items or garments ordered in an unsuitable size.
Where Total Threads has supplied an incorrect, damaged or confirmed faulty item, we will cover reasonable return costs using the method agreed with us in advance.
Please contact us before returning a faulty or incorrect item.
Do you offer exchanges?
No. Total Threads does not offer exchanges.
Return the original eligible item for a refund and place a new order for the required size, colour or product.
You can place the new order immediately and do not need to wait for the return to be processed.
What condition must returned items be in?
Unless faulty or incorrectly supplied, returned products must be:
- Unworn, apart from briefly trying them on
- Unwashed and unironed
- Unaltered
- Free from marks, stains, makeup, deodorant, odours and pet hair
- Returned with all original tags attached
- Returned in their original product packaging
- Free from attached name labels or written names
- Securely packed inside suitable outer packaging
Do not attach the Royal Mail label directly to the original product packaging.
Can I return standard school uniform carrying a school logo?
A standard school-logo garment from our normal range may be returned if:
- It is not a clearance item
- It has not been personally named or customised
- It is not a bespoke or special-order product
- It is returned within the applicable period
- It meets all return-condition requirements
Can I return an item after adding a name label?
No. Please check the size, fit and condition before adding any name identification.
A garment cannot normally be returned after a name has been written on it or a sewn, iron-on, adhesive or other name label has been attached.
Can I return a personalised item?
Products made with customer-specific names, initials, numbers, wording, logos or approved bespoke designs cannot normally be returned because the customer has changed their mind.
This does not affect your rights if the item is faulty, damaged, incorrectly supplied or materially different from the approved specification.
Can I return a clearance item?
Total Threads does not offer voluntary returns, refunds or exchanges on clearance items.
Clearance products are often discontinued garments, older uniform designs or products carrying a previous school logo. Please check the description, school, logo, colour and size carefully before ordering.
This does not affect applicable statutory rights if an item is faulty, damaged, incorrectly supplied or materially different from its description.
Can I return part of a multipack or bundle?
A product sold as one multipack must be returned as a complete set.
For example, both garments must be returned where two shirts or blouses are sold together as one product.
Where a promotional discount depended on buying several separate products, the refund may be recalculated if the retained items no longer qualify for the offer.
When will I receive my refund?
We will email you when an approved refund has been processed.
Refunds are made to the original payment method. Your bank, card issuer or payment provider may take several additional working days to display the funds.
Returns without enough information to identify the customer or order may take longer to process.
What happens if I refuse or do not collect my parcel?
Refusing a parcel does not automatically cancel the order.
Where a parcel is refused, left unclaimed or returned because an incorrect address was supplied, additional delivery or return costs may apply.
If you no longer require an eligible order, accept the parcel and follow our returns procedure.
Problems With an Order
What should I do if I receive the wrong item?
Please contact us within 48 hours of delivery and include:
- Your order number
- Details of the incorrect product
- Clear photographs of the item
- A photograph of the product label
- Photographs of the parcel and Royal Mail label where relevant
Keep the item, its tags and all packaging. Do not wear, wash, alter or label it before contacting us.
What should I do if my order arrives damaged?
Please report visible damage within 48 hours of delivery.
Send photographs of the product, outer parcel, internal packaging and Royal Mail label so that we can investigate.
Do not dispose of the packaging until the issue has been reviewed.
What should I do if an item is faulty?
Contact us with your order number, details of the fault and clear photographs.
We may need to inspect the garment or refer it to the supplier or manufacturer. Depending on the circumstances, an appropriate remedy may include repair, replacement, refund or price reduction.
Normal wear and tear, accidental damage, misuse, incorrect washing and failure to follow the garment’s care instructions are not normally manufacturing faults.
What should I do if something is missing from my order?
Check the complete parcel and your dispatch information first.
If an item is missing, contact us within 48 hours of delivery with your name, order number and details of the missing product.
Garment Care
How should I wash my uniform?
Always follow the care label inside the individual garment.
As general guidance:
- Wash garments inside out
- Fasten zips and hook-and-loop fastenings
- Wash similar colours together
- Use the recommended temperature
- Avoid bleach and unsuitable stain removers
- Do not iron directly over embroidery, printed designs or transfer decoration
- Tumble-dry only where the care label permits
Following the correct care instructions will help garments and decoration last longer.
Can embroidered or printed garments be ironed?
Check the garment care label first.
Do not place a hot iron directly onto embroidery, printed logos, transfer decoration or personalised wording. Turn the garment inside out or protect the decorated area where appropriate.
Workwear, Clubs and Personalised Clothing
Do you supply clothing for businesses, clubs and organisations?
Yes. Total Threads supplies decorated clothing for businesses, sports clubs, teams, schools, events and other organisations.
Visit our Embroidery & Printing page or contact us to discuss your requirements.
Can you reproduce our logo?
We can review customer-supplied artwork for embroidery or printing.
You must own the artwork or have permission from the rights holder to use it. We may need a suitable digital file and may provide a proof or request approval before production.
Can bespoke orders be returned?
Business, club, team and organisation garments produced to an approved logo or specification are normally treated as bespoke.
They cannot normally be cancelled once production has begun or returned because the customer has changed their mind.
This does not affect applicable rights where the items are faulty, incorrectly produced or materially different from the approved order.
Still Need Help?
Contact Us
Please contact Total Threads if your question is not answered above.
Email: hello@totalthreads.store
For an existing order, include your full name and order number so we can help more quickly.