Frequently Asked Questions
Some of the items are missing from my parcel and the order sheet says the item is 'Out of Stock', what happens next?
Not to worry, unlike most clothing stores our site allows you to purchase items that are not currently in stock. This saves you making multiple orders. You will be placed on a back order for the item and it will be dispatched to you as soon as it comes back into stock.
With both 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. If this is a problem, please get in contact as your satisfaction is our priority.
Why has payment been taken for my ‘Out of Stock’ item?
I’m not sure what size is best, do you have a guide?
Clothing sizes can be confusing, which is why we recommend grabbing a tape measure and using our size guide.
Each garment will have a link to a size guide to match that speciﬁc company product, so you can feel safe in that you’ve ordered the right size.
The sizes of our garments are based on the average measurements for a set age group, if you believe your child is outside of the ‘average’ for their age group, you may need to measure them to get the correct sizing.
What should I do if I receive an incorrect item?
In the rare case that you should receive an incorrect item, please contact us straight away. We can only accept refunds for goods within 30 days starting from the delivery date.
Are there any items that I am unable to return?
Where possible we will try to refund any items you have changed your mind on. However, there are some products we cannot accept a return for.
Any item which has been personalised for you that can not already be bought ‘as is’ on our website, such as embroidered or vinyl print work wear. This also includes items which have personalised name labels added to them.
What is the policy with Faulty Products?
As a family run business we try our utmost to provide a quality service, however sometimes mistakes happen.
In this instance, you have the choice of either emailing us with a photograph clearly showing the fault, or returning the item to our store for us to inspect. If we deem there is a fault, then we will oﬀer a refund. You must make us aware of this fault within 30 days of receiving the item.
If you have any queries please contact us.
Are your garments both ethical and sustainable?
Here at Keywear, we are always striving to reduce our carbon footprint and plastic waste. Where possible we try to source garments that are both ethical and sustainable.
We can provide Vegan garments free from synthetic materials, even down to the thread we use in our embroidery. If this is also important to you, please get in contact so we can give further details on the range of clothing we would recommend.
How long will my order take?
This will depend on many factors although we try to complete all orders within 7 working days (stock dependant). During our busy Back To School time orders may take upwards of 14 working days excluding weekends and Bank holidays. We always advise you on the progress of your order via the email details you have provided