COVID-19 Frequently Asked Questions






Q : Will I be able to come into the store to look at products, gauge sizes or try items on?

A : Unfortunately no. As we have such a high footfall in the summer social distancing in store is not possible and Government guidelines say to close changing rooms.


Q : What are the hours to pick up click and collect orders?

A : Monday to Saturday from 8.30 am to 5.00 pm


Q : Returns / Exchanges - Can I bring an item to the shop to swap.

A : No. Items can be returned by the usual methods of post or by returning your unwanted items to the store for refund. If you need other items you will need to place a new order and wait for a collection ready notification before visiting the store. No one will be able to come to the shop and pick up items that they have not been notified are ready for collection.


Q : How do I return items in the post?

Send the items back to us within 14 days from receipt of your order for a full refund including your original shipping costs. Returns after 14 days will receive refund for the goods only. You must obtain proof of posting if returning via post. If you are sending back part of an order order rather than a complete order then your shipping costs will not re-reimbursed.

Please download a returns form to complete and send back with your goods 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. However this is subject to variation so please check the homepahe for updates. 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.


Q : How long do I have to pick up my Click & Collect order? 

A : If you have ordered for Click & Collect your order needs to be collected within 7 days of your order ready for pickup notification otherwise it will be returned to stock and you will need to re-order.


Q : How will I know what sizes to purchase?

A : As with all clothing purchases online a combination of estimate and best guess are generally used, however we have asked our suppliers to supply any sizing guidance for their products and have included links next to the relevant brand of garment as to give some extra information to make a decision from.


Q : Can I order over the telephone?

A : We do not take orders over the phone, you would need to go to our website to place an order. It's very easy to use and mobile friendly.


Q : Can I arrange a fitting appointment for a child with SEN (Special Educational Needs)?

A : This is usually a part of our service however whilst we're under COVID-19 restrictions we cannot offer this.


Q : When are you likely to resume full 'regular' operations?

A : At the moment we envisage operating this way for the foreseeable future.


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. 


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, and 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 contact us sooner rather than later 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 : The majority of online orders are dispatched same day for next working day delivery, however during this exceptional time please allow 2-3 working days. 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.


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 handling fee if any of the above isn't adhered to.


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 : Is there a cutoff point for 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. 


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. This is at no extra cost to the customer.

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.