FAQs

Browse the most popular questions using the sections below. If you have a question and you can’t see an answer, don't hesitate to contact us by phone 01200 421 206 or email td@trutex.com.

Products
When will you be getting more stock?
To find out when an item will be back in stock, please email us at td@trutex.com.
Why are some sizes dearer?
HMRC apply VAT to any clothing that is over certain measurements. These measurements are based on children up to the eve of their 14th birthday. See gov.uk for more info.
What size will fit my child?
Most Trutex products have size charts to guide you on which size you should order for your child. You can view these by selecting the 'View Size Guide' button on the product page. For more information on how to measure your child visit www.trutex.com/sizing for helpful sizing videos. ‍ Please note: Charts should only be used as a guide, as all children are shaped differently. It is always good for your child to try on before you buy if possible. Sizes et to British National Standard.
Do you supply Primary and Secondary Uniform?
Trutex makes uniform to fit everybody, with Junior and Senior ranges in a wide range of styles, sizes and lengths for the perfect fit.
Delivery
What happens if there is nobody available to accept delivery?
Deliveries are made between 7.30am and 5.30pm Monday to Friday. If you’re not home to collect the parcel DPD will leave a card, with further instructions for delivery.
Can I change my delivery address?
Yes, you can do this by adding a new delivery address to your account online. Simply select this new address when you place your order. You cannot change the delivery address of an existing order.
When will my order be delivered?
Orders placed before 2:00 pm (Monday – Friday excluding bank holidays) using the Standard Delivery option will be delivered within 2 working days when in stock. Orders placed before 2:00 pm (Monday – Friday excluding bank holidays) using the DPD Ship2Shop option will be delivered within 2 working days to a Ship2Shop pickup location. Orders placed before 2:00 pm (Monday – Friday excluding bank holidays) using the Next Day Delivery option will be delivered the next working day to a specified delivery address, when in stock, within a 1-hour window slot. Please note: Within the peak back to school period (August – 1st week of September) there may be a slight delay in estimated delivery times.
Can I track my order?
DPD will contact you, usually the day before delivery, with information on how to track your order. Please note, we are unable to view any additional information from what is shown on the DPD tracking site.
My parcel is showing as delivered, but I have not received it. What can I do?
If you’re not home, drivers will often deliver to a neighbour or in a safe place. Instructions will usually be left on a calling card. If you still do not have your parcel, then you should visit the DPD Help Centre. The operators will try and help you locate your parcel with a proof of delivery, or advise on how to submit a missing parcel claim.
I have only received part of my order, when will I receive the rest?
Don't worry if you've only received part of your order, sometimes we send items in separate parcels in order to get your uniform to you as soon as possible. This can depend on the items you order and the stock availability of the uniform you order.
What are my delivery options?
We offer Standard Delivery for £4.98, Next Day Delivery for £6.98 and DPD Ship2Shop Delivery for £2.98
Returns/Exchanges
Can I return a product, exchange it or get a refund?
We will be happy to refund or exchange any item(s) that you are not completely satisfied with, as long as they are returned in an unused condition, within 28 days of receipt. Returns may take up to 7 working days to reach Trutex. Please ensure that a ‘proof of return’ is received from the post office counter.
How do I get a new returns label?
If you have lost your returns label, you can download a new one by visiting www.trutex.com/returnslabel. Include your order details in the parcel including your order reference or customer number. Returns should be posted using the ‘free post returns’ label at your nearest post office.
I need to pay extra for my exchange as it is a larger size. How do I do this?
We request that you leave your contact number in the telephone box on the returns form so our customer service team can contact you. Once you’ve spoken to our customer service team and the additional price is paid the replacement goods will be dispatched.
How long will my refund take to show in my bank?
From when the return is processed, it will take 7 working days to reach your bank account.
Are returns free with Trutex?
Yes! Just use the free post returns label in your package to send your parcel back to us for a return or exchange
Ordering
How do I use a promotional code?
If you have an active promotional code you will need to enter it in the ‘My Basket’ area, under your Order Summary.
I forgot to add a promotional code to my order, can it still be applied?
After you have placed your order, it is not possible to add a promotional code.
The size I require is not available. What should I do?
If the size you require is not available then the ‘add to my Wish List’ button will appear. Selecting this will add the item(s) to the Wish List section of your account where you will have the option to share the list with the Trutex team. Our team will look into your available options in order to get your uniform to you as soon as possible.
Which Trutex Store is near me?
Trutex School Uniform and Sportswear can be found in stores through the UK and Ireland. Head over to our Store Locator (www.trutex.com/store-locator) to find the store closest to you.
Can I amend or add to my order?
Unfortunately, it is not possible to add or make changes to an existing order.
When are the Trutex selling events at my school?
We run selling events from June to August, your school will contact you when your date is confirmed
My Account
Can I change my delivery address?
Yes, you add a new delivery address at checkout or under Address Book in the My Account area.
How do I set up more than one school on my account?
To add another school to your account, once logged in, you can select "Add a New School" in the top right of the navigation bar or by going to the My Account area and selecting My Schools. From here you can input your school's code. To navigate between your schools use the drop-down in the top right of the navigation bar.
I have requested for my account password to be reset but haven’t received an email. What should I do now?
If you haven't received a password reset email you should check your email inbox for the verification email, making sure to search for 'Trutex' in all mailboxes, including any spam or junk folders.
How do I view my schools uniform?
To view your schools badged uniform you will need to register using your school code, that will be supplied to you by the school.
My account sign in was incorrect or my account is disabled temporarily, what do I do?
This error message simply means that the details that you have entered do not match our records, you may want to try another password and email. If you still can't get in, click 'Forgot Your Password?' to have your details reset.

Can't find the answer you're looking for?

Call our customer service team on 01200 421 206 or email us at td@trutex.com