My order has arrived, but there's a problem

If there's a problem with your uniform order once it has arrived, this article outlines the steps you need to take.

Important: All order discrepancies must be raised with our customer support team within 7 days of receipt.

My order is missing item/s

Please check your packing slip carefully if you believe you are missing an item.

Your packing slip will indicate if any items are on backorder.

In the event that we can't fulfil your whole order at once, we'll place your outstanding item/s on backorder and update your ETD (Estimated to Dispatch) date on your portal under Admin > Track Orders, indicating when they'll be ready to dispatch.

Your items may also be on their way to you in a separate delivery.

Check Admin >Track Orders on your portal to see if part of your order is still in transit.

If you believe you are missing an item you should have received, please raise a ticket with our Customer Support team within 7 days of receiving your order.

I've received something I didn't order

It's very rare, but sometimes errors occur in dispatch. If you have received something you did not order, please raise a ticket with our Customer Support team within 7 days of receiving your order.

An item I ordered has arrived faulty or damaged

If you've received a faulty or damaged item, it's important we know as soon as possible so we can investigate, and supply you with the correct item. Please submit a Returns Request within 7 days of receiving your order, clearly showing the fault or damage in the photo attached. Our customer service team will then be in touch to assist.

My item/s don't fit me

We provide measurements and measuring instructions on the B2B portal to assist you in ordering the correct size - What Size Am I?

Here are some options if your garments arrive and they don't fit the way you were expecting.

Check your Returns Policy (located in the Support section of your B2B uniform portal) to see if you can submit a returns request for a change of size.

If your returns policy permits returns for a change of size, please submit a returns request.

If your returns policy only allows returns for damaged/faulty items, you can request additional uniform credit to replace your items that don't fit.

Generally what happens in these circumstances is the goods are redistributed in-house by the uniform co-ordinator to be used by someone else.

If you believe the garments have been incorrectly tagged, you can raise a returns request for an incorrectly supplied item.

If your garment's fit isn't quite right, also offer discounted garment alterations through our partnership with LookSmart Alterations - more details here.

I've been wearing my item, but there's a quality issue

We're committed to supplying products that are fit for purpose and of a quality that will withstand an extended period of reasonable use. We ask that you pay close attention to the care instructions for each item as displayed on the garment tag.

If you feel a product we supplied does not meet these standards, we ask that you raise a returns request immediately, with a photo attached clearly showing the issue with the garment. We will assess the request based on the duration of use and for garments if the care instructions have been followed, in order to determine if the product is suitable for repair or replacement.