FAQ

Why do I need to register to be able to buy products on your website?

As well as making the checkout process a lot simpler and quicker, registering also allows us to provide you with information regarding schools you or your children are associated with (for example school visit selling dates) or promotions we are running in store. You have the option to opt out of emails via the 'My Account' section of our website. We will never pass any of your details onto a third party.

The website says that I 'do not have sufficient permission to access' my Childs school uniform, why?

During the registration process you are given the option to register for up to 3 schools. If the school you are trying to access is not selected, you will not be able to view it. You are able to add and remove schools in the 'My Account' section of our website.

Some of the items are missing from my parcel and the order sheet says the item is 'Out of Stock', what happens next?

Our website allows you to purchase items that are not currently in stock. You will be placed on back order for the item and it will be dispatched to you as soon as it comes back into stock. With both Next Day Delivery orders and Click & Collect orders you will receive an email to inform you when an item is out of stock and when it comes back into stock.

Why has payment been taken for my Out of Stock item?

This guarantees that the item is reserved for you to have as soon as it comes back into stock, without any delay. If you wish to cancel the item(s) and request a refund, email us at customercare@hewittsofcroydon.com or call us on 020 8680 4555 to let us know.

How do I change my password?

If you wish to change your password you can do this on our website by signing into My Account (located at the top right hand side of the page). In the My Account section select the Password tab and change password by first inputting your old/existing password and then inputting the new one you would like to change it to. If you require any assistance email us on  customercare@hewittsofcroydon.com or call us on 020 8680 4555 to let us know.

What can I do if I have forgotten my password?

Click the 'forgot password' link on the log in page. Type in your email address and enter the Captcha code. This will automatically send you an email with a link which will allow you to change your password. Please check your spam if this email does not appear in your inbox.

How can I print a Price List for my school?

Whilst on your schools homepage, you will have an option on the menu to 'Download Price List'. This will give you the option to open a PDF Price List and also view any other documents relevant to the school that you are able to print.

How can I add or change the School(s) I have selected during registration?

Go to 'My Account' and select the 'Add Schools' tab. You will be able to add up to three of our schools to your account.

I cannot find my school on the list of schools, why?

We only list schools that we provide uniform for. If your chosen school is not on our list we would advise contacting the school to find out their uniform provider

How do I know what sizes to choose when placing an order?

As well as a size guide located in the website footer, you will also find a more specific size guide in the Product Description tab whilst looking at a product, where possible. These sizes are based on the average measurements for a set age group, if a child is outside of the average for their age group you may need to measure them to get the correct sizing.

Are there any items that I am unable to return?

We can't offer refunds or exchanges, unless faulty or not as described, on the following items:

• Swimwear (if the protective sticker has been removed)
• Socks and tights that have been removed from the original packaging (appear worn)
• Products which have been personalised for you, such as embroidered uniform
• Products which have been personalised by you, i.e. clothing that has name labels and/or names written in them
• Clearance items cannot be refunded, only exchanged.

I wish to return some items that I purchased online. How can I do this?

Simply fill out the necessary section on the order sheet by writing your reason code and ticking whether you would like a refund or exchange on the item(s). Items must be in a resellable condition and in their original packaging. Returns and exchanges are done at the company's discretion.

During our back to school period 1st May – 30th September we run an extended Exchange policy. For a full refund you have to adhere to returning goods within 30 days, exchanges are usually 100 days. However for exchanges between the months of June - September we run a discretionary extended exchange policy on school uniform. Items returned should be in the original packaging, in its original re-saleable condition and have the original receipt to receive this offer.

I cannot find my order sheet can I still return some of my items?

Yes, simply pop a note in the package with your order reference number, original order date and your full name and address and let us know whether you require a refund or exchange giving a reason for return. If you are returning in store you will need to provide the same information stated above and a Customer Advisor will help you through the process.

How can I exchange items I purchased online?

You have the option of coming into the store or sending back items you wish to exchange. When sending back items please fill out the order sheet with a reason code and tick the corresponding box next to the item(s). Returns are accepted at a managers discretion and must be in a resalable condition and in their original packaging. There is a £3.50 processing and re-delivery fee for any items sent back to us for an exchange, a member of the web team will call to charge you for this once the goods are recieved back in store.

I have sent back an item for a Refund/Exchange, how long will this take to be processed?

We aim to process all returns within 7 - 10 working days of receipt of the goods. Please allow an additional 3-5 working days for your refund to be credited to your account. Refunds will automatically be processed on to the original payment method.

For exchanges a £3.50 processing fee will be incurred to cover administration and next day delivery costs. If we no longer have the exchange item requested in stock, a refund will be issued.  You will receive an email confirming the processed refund and/or process and dispatch of the exchanged item(s).

What is the policy with Faulty Products?

You have the choice of either sending us an email with an attached photograph of the fault or sending back/bringing the item in store for us to have a look at. If you have any queries contact us on customercare@hewittsofcroydon.com or call us on 020 8680 4555.

How can I leave feedback on the service I have received?

Hewitts value the feedback of our customers. Please email us your feedback on customercare@hewittsofcroydon.com or leave a Google review with your comments. We read every review and take the appropriate action where necessary.

If your question was not answered or you have any further questions or queries contact us on customercare@hewittsofcroydon.com or call us on 020 8680 4555.