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Frequently Asked Questions - FAQs

1. When will my order be ready OR how long will it take?

As per our Terms & Conditions, we are allowed up to 28 days to fulfil all orders. This means your order will be processed and despatched anytime within 28 days. We don’t hold stock on site as all garments are specially made to order and supplied to us via external suppliers. It’s only when the stock arrives at our warehouse, that the garments are slotted into our production queue and embroidered/printed.


2. How do I return an item for exchange/refund?

If you would like to return your goods for a refund or exchange these must be returned within 14 days of having taken receipt of the order. You are responsible for the return carriage costs to us and the refunded amount being for the products only (No carriage or packing costs will be refunded). Specially manufactured or personalised items e.g. leavers hoodies, items with monograms or nametapes cannot be exchanged or refunded.

Please contact webshop@imagescotland.com or call 0131 665 1976 to arrange a refund/exchange. For more information, please see the Terms and Conditions which are listed on your specific school shop.


3. Can I come to the shop to try items on for size OR to collect my order?

We do not hold stock on site, as items are only ordered from the supplier when an order is received into our system. We do not have the facilities to accommodate customers coming to try items on, with all online shops/products containing a size guide to help customers choose the correct size.

Also, we are a production warehouse/office space only and do not allow customer collections and/or items to be dropped off at our building.


4. Can I change the delivery address on my order?

In most cases, if the order is still to be processed/completed we can change the delivery address to which there may be a carriage charge required.

However, for the summer months (June to September), once an order has been completed and packed into boxes for delivery to the school, the delivery method cannot be changed. This is to avoid orders being misplaced and/or lost.

Depending on when the schools reopen and we are instructed to resume deliveries, these may arrive with the school on the in-service day(s) or the first day of school when the pupils return. It is the school’s responsibility to inform parents when their order has been received and when they can collect this from the school.