Frequently Asked Questions
Q : What are your opening hours?
A : We are open Monday, Tuesday, Wednesday, Thursday, Friday and Saturday from 8.30 am to 5.00 pm. We are closed Sundays and Bank Holidays
Q : Do I need to book an appointment for fitting?
A : No, Brenda's operate a predominantly self service store but we have staff on hand to assist with any aspect of your uniform purchases and requirements. Staff unfortunately cannot spend a purchasing session with one family and will often be attending multiple families.
Q : Can I arrange a fitting appointment for a child with SEN (Special Educational Needs)?
A : Yes you can. There are full details available here
Q : How long before my Click & Collect order is ready for collection?
A : Click & Collect orders we aim to be ready within 24 hours but usually they are ready with 2-3 hours. You will be notified via email the moment it is available for collection. It's a good idea to check your spam/junk mail folders as occasionally our notifications get diverted there.
During peak summer season collection ready times may be extended, however at all times of year we endeavour to operate a fast service.
Q : How long do I have to pick up my Click & Collect order?
A : Click & Collect orders need to be collected within 14 days of your order ready notification or they will be returned to stock and you will need to re-order.
You will need to allow up to 10 days for a refund to show in your account. This is not Brenda's delaying processing time, we action refunds from our side immediately, it is the card merchant services provider who quote standard refund times, of which we have no control over.
This does not apply to custom or personalised items, which aren't refundable unless faulty.
Q : How long do I have to return an item from a Click & Collect order?
A : You are able to return an item from a Click & Collect order up to 28 days from the date of collection. Please visit our Returns Portal for more information.
Q : Do I need to order ahead to get my logo'd school items?
A : Unlike other schoolwear retailers who logo items to order we keep everything in stock for your convenience. We have facilities on site to embroider garments but the majority of our stock is embroidered at source for your convenience.
We do however operate a cut of point mid August after which we cannot assure that your uniform will be with you before school restarts in September. Our stocks are very large during summer and we spend all year planning, using intake figures, roll numbers and previous sales but we still always recommend purchasing earlier to be sure.
Q : What about very small or very large sizes?
A: We usually keep in stock very small sizes, from age 2/3 years up to Medium and sometimes Large adult sizes for Primary School items. For secondary schools we stock from age 9/10 for most items and sometimes 7/8, whilst on the larger end we usually go up to XXL or XXXL, chests up to 46"/48" blazers, shirts up to 16.5" collar, blouses up to 46" waist, boys trousers up to a 40" waist and girls trousers/skirts up to a 38" waist.
We keep in stock short and long and some extra long leg lengths, the same in skirts.
We can usually accommodate most sizes from stock but will also get items to order. We do ask please though if you have a special requirement to please come to us sooner rather than later - especially in the summer holidays - otherwise you run the risk of not being able to get the item you need.
Q : What are the delivery times for online orders?
A : All orders received before 3.00 pm Monday to Thursday are delivered next working day. Orders received before 3.00 pm on a Friday are delivered the following Monday. Orders received after 3.00 pm Friday or over the weekend are collected Monday for delivery Tuesday.
All orders are subject to stock, you will be notified if any part of your order is out of stock and given an option to await for the complete order to be sent to you or to have what is in stock sent with the rest to follow.
You will also be given approximate delivery times for any outstanding items and have the option to cancel if you do not wish to wait.
During peak summer season delivery times may be extended, however at all times of year we endeavour to operate a fast service.
Q : Can I place an order for delivery and request a specific dispatch date?
A : Once you have placed an order for delivery unfortunately we are not able to hold your parcel and dispatch on a requested date. If you have a scenario whereby you have requested this you have two options: either place the order for when delivery is possible, or use our click and collect service. Please note our C&C service also has a period of which to collect your order by before it goes back into stock.
Q : How do I exchange an item purchased online?
A : You would need to send the item back to us for a refund, and place a new order for the size you require. Alternatively you can bring the item into store and exchange it there. Please visit our Returns Portal for more information.
Q : How do I return an item?
A : Please visit our Returns Portal
Q : What is your refund policy?
A : We will refund any purchases within 28 days that are returned to us in new, resalable condition, with all original tags and packaging.
We will not take back items that have been worn for a day at school before finding the fit isn't correct or skirt length unacceptable. we also will not take back items that have come back from a smoking household or with animal hair coverage i.e. cats and dogs. Items such as socks, tights, swimwear, ear plugs, mouth guards will not be accepted back for hygiene reasons.
Any socks or tights that may not have been worn but have been tried on or taken from their packaging will not be accepted.
Brenda's retain the right to exercise their discretion and may take some items back into stock subject to a 15% handling fee if any of the above isn't adhered to.
Full details can be found here
Q : What the situation with back orders or out of stock items?
A : If a school specific item - e.g. a logo'd or bespoke product - is out of stock, we'll contact you with an approximate delivery time and give you the option to cancel the item if you do not wish to wait. If an item is due in shortly, we would ask you if you minded waiting a few more days and having your order sent all together.
If a generic - e.g. not a logo'd or bespoke product specific to your school - is out of stock, that item will be cancelled and you would need to re-order it. If the situation is as above and we're looking at just a few days then we'd offer the same option, to wait for your order to be complete and we send it all together.
Q : What if I need to return part of a bundle purchased item?
A : If you have an item you need to return that was purchased as part of a promotional bundle then the whole bundle will need to be returned. If the offer is still available you'll be able to re-purchase with any different sizes you may require.
Any items from the bundle including free gifts must be returned or the retail price of these items will be deducted from your refund total.
Q : Are you open during the Summer holidays?
A : Most definitely yes! This is the busiest time of the year and it gets progressively busier towards the end of the holidays with often over a thousand families a day visiting us so certainly better to come in earlier in the holidays.
Q : What happens if I send my child to school in a wrongly purchased item?
A : Unfortunately you will not be able to return the used item and will need to purchase the correct one.
Parents have large information resources available online and in store with regards to uniform purchasing and requirements. As well as our downloadable uniform requirement guides on our website, in store there are laminated guides with every school. On top of that there are the lists that schools send out to new parents, coupled with information on their websites and/or prospectus.
We train our staff to use these guides and also to point parents in the direction of them. We'll endeavour to ask parents at till point have they got a boys or a girls blazer, the correct sizes, etc. and will guide where we can if we see something amiss with uniform selections. However ultimately it is the parents responsibility to ensure they have the correct items and Brenda's cannot take responsibility for what a customer purchases.
Q : Is there a cutoff point for logo'd items, special orders, personalised items, and custom made garments?
A : In the summer, yes, we have a cut-off point of mid-August after which time it is at your own risk if you haven't placed your requirements. Brenda's will always endeavour to ensure parents get what they need, when they need it, however each summer parents often leave it late to come to us for garments outside of the norm and these cannot be guaranteed to be ready in time for school start.
We cannot express enough the need to come to us early to discuss special requirements - prior to the start of holidays to give us a heads up helps us to help you.
Q : Do you have any put by, reservation or deposit schemes?
A : We have recently retired our deposit and put by schemes as we now offer Klarna as a payment option on our website. This gives you the option of a deferred payment for your purchase or three interest free instalments. There are no fees to the customer when you pay on time.
Products cannot be reserved, you would need to purchase the item on our website for Click & Collect. After collection normal refund and return procedures apply as outlined in our FAQ.
Please contact us if you have special requirements and we will do our best to help.
Q : Do you have a complaints procedure?
A : Yes, we do. Full details can be found here.