Frequently Asked Questions
Find answers to common inquiries in our FAQs section.
Can I get a refund?
Refunds must be completed within 30 days of purchase and are assessed on a case-by-case basis. We strive to accommodate any situation to the best of our ability, so visiting us in-store and having a chat with our friendly staff is recommended. For further details, please review our policies page.
Can I exchange parts of my order?
Although we aim for accuracy with your order, we understand that sometimes items may not fit or suit upon collection. We allow exchanges of sizes and items within 30 days of receiving the item. For more terms and conditions, please visit the policies page.
When can I come to collect my online order?
Upon ordering, a selection for a collection time should have been made. Please wait before picking u If a collection time hasn't been selected, the collection hours are weekdays from 10:30am to 3:30pm, excluding school holidays.
What is the wait time for online orders?
While we endeavor to pack orders as quickly as possible, our process requires at least a day to pack and gather all available items. When selecting a collection time, the system will account for this. In case of an emergency, please contact the Uniform Shop Team.
How can I pay for an order using Work and Income?
Our shop strives to accommodate many forms of payment. While we cannot process Work and Income payments online, we are able to process them in-store.
How are grant invoices and payments processed?
Depending on the grant, our processing times will vary. Although we can't process any grant work online, if you visit our in-person store we'll be happy to help, whether it be drafting invoices or finalizing payment.
Can I come in-store to purchase items?
We encourage ordering online for ease of processing, but we welcome everyone to visit our shop and try on items before ordering. Depending on stock availability, in-store orders can be collected at the time of purchase.
How do I know if an item will fit?
We understand that ordering items online with sizes can involve a lot of guesswork. We welcome all students to come in anytime during their breaks or with special permission during class-time to try on uniforms at our in-store shop located at the SBHS reception.
Can I schedule an after-hours uniform try-on?
Ideally, we aim to complete all try-ons during our weekly operational work hours, from 10:30am to 3:30pm. However, we understand that certain work schedules can make it difficult to come in during these times. We are in the process of developing a monthly late-night booking session, but for now, we recommend giving us a call to discuss alternative arrangements.
I'm missing an item from my completed order?
We strive for 100% accuracy with all orders. If something has gone amiss, please contact the team directly, and we will endeavor to accommodate your needs as much as possible. Any concerns must be raised within 15 days of receiving the order. For more information, please review our policies page.
How long does it take for items to be restocked?
The restocking time for our items can vary depending on various factors such as supplier availability, demand, and shipping times. We endeavor to replenish our stock as swiftly as possible to minimize any inconvenience to our customers. For specific inquiries about restocking times for particular items, please don't hesitate to reach out to our customer service team for assistance.
Can I back-order item that are out of stock?
We currently do not offer back-ordering for items that are out of stock. However, we encourage you to check back regularly as we strive to replenish our inventory as quickly as possible. If you have any further questions or require assistance, please feel free to reach out to our team.
Can I use my school credit to pay for uniforms?
Unfortunately, our systems are not currently set up to accommodate the use of school credits for uniform purchases. However, if you require assistance with accessing or utilizing your school credit, please don't hesitate to reach out to SBHS for further guidance and support.
What if my item is faulty?
If your item is faulty, please contact us immediately for assistance within a 30-day-window. We will work to resolve the issue promptly and provide a replacement or refund as necessary.
Can I return any item?
Please consult our return policy as not all items are eligible for return. Please note, due to hygiene reasons, socks cannot be returned or exchanged once purchased.
Can I send my student to the Uniform Shop alone?
Yes, you can send your student to the uniform shop during lunch, interval or afterschool, provided they have enough time to make their purchases and return to school on time.
You don't necessarily have to be there for your student to visit the uniform shop, but it's advisable to ensure they have any necessary information, especially if they are making purchases on your behalf.