FAQs

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.

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.

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.

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.

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.

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.

We offer Standard Delivery for £4.98, Next Day Delivery for £6.98 and DPD Ship2Shop Delivery for £3.50. Orders over £70 are free of delivery charge.

If the item is clearance - we may not hold the stock at our central warehouse. If the item is on backorder - as the stock has not yet arrived at our central warehouse. If your delivery address is outside of mainland UK - as our carrier does not offer a next day service to your location.

We will be happy to refund any item(s) that you are not completely satisfied with, as long as they are returned in an unused condition, within 60 days of receipt. Returns may take up to 3 working days to reach Trutex. Items for return must be in original packaging with swing tickets in tact. Simply log your return via https://trutex.gfs-returns.com

To request a returns label or QR code to generate a label at a DPD drop off shop, login to https://trutex.gfs-returns.com. You will need your order number (starting 1000...) and postcode.

Your return can take up to 3 days to be received by us. You will receive notification when we have received your goods. From when the return is processed, it may take up to 7 working days for a refund to reach your bank account.

Yes. You can request a refund by logging onto https://trutex.gfs-returns.com

If you have an active promotional code you will need to enter it in the ‘My Basket’ area, under your Order Summary.

After you have placed your order, it is not possible to add a promotional code.

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.

Unfortunately, it is not possible to add or make changes to an existing order.

We run selling events from June to August, your school will contact you when your date is confirmed

If you have attempted to place an order using a gift card and there was an issue which resulted in the order being unsuccessful - for example failed payment of the remaining order balance. Your gift card balance used is normally returned straight away to the gift card for you to use again. In some cases, depending on the payment method used, it could take up to 24 hours for this to happen.

Unfortunately gift cards and promotional codes cannot be used in conjunction. If you have applied a promotional code and want to use a gift card instead, please go into the 'Add a Promotional Code' section of the cart and select 'Cancel Coupon'. You can then go into 'Apply Gift Card Code' and add your gift card.

Yes, you add a new delivery address at checkout or under Address Book in the My Account area.

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.

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.

To view your schools badged uniform you will need to register using your school code, that will be supplied to you by the school.

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.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments.

Pay later in 3 interest-free instalments will allow you to spread the cost of your purchase over 3 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Trutex and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name and accurate address details and shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for a Klarna payment method before does not mean it will be offered for every order and in turn, as it is denied does not mean it will be denied for all future orders.

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you'll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you. All communications will be sent to your email address. It's very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Trutex run credit searches against you that could impact your credit rating.

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days, respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

As soon as Trutex have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at [MERCHANT] from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience. Your credit score will not be impacted by using Klarna’s ‘Pay later in 3 instalments’ product even if you have failed to pay on time. I have been asked to go to the Klarna site. Is this correct? You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Payment information is processed securely by Klarna. No card details are transferred to or held by Trutex. All transactions take place via connections secured with the latest industry standard security protocols.

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.

Once Trutex has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you've made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app. I've received a statement, but I've not yet received my goods. In the event that your goods have not been received please call Trutex to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive. I have cancelled my order.

As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.

Refunds shall be issued back to the debit or credit card which was originally entered at checkout. I haven’t received an email with my statement/payment information. You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

Your order must total £35 or above with all items 'In Stock', Klarna is not available for orders under £35 or containing 'In Production'/backordered items.

Fair for You is a not-for-profit, FCA-regulated lender that helps families who can't always access credit from mainstream providers. They offer a Shopping Card loan with a manageable credit limit so you can spread the cost of everyday essentials - like school uniform - without the worry of eye-watering interest rates.

It's simple. If you have a Fair for You Shopping Card, you can use it to shop for Trutex uniform just as you would any other payment method. Your pre-paid Mastercard is pre-loaded with your credit limit (between £50 and £350), and you repay at a pace that works for you.

This is for any family who finds it difficult to access credit through mainstream lenders or standard Buy Now Pay Later options. Whether that's due to a limited credit history, financial vulnerability, or simply because the usual options don't work for you - Fair for You is designed to be genuinely accessible and fair. If you've struggled with uniform costs before, this could be a real help.

You can apply directly through Fair for You at fairforyou.co.uk. They'll carry out a quick eligibility check, and if approved, your Prepaid Fair for You card can be used at Trutex straight away.

Fair for You’s actual interest repayments are among the lowest in the affordable credit industry due to its model of only applying interest to the diminishing balance. The APR the company is obliged to state on its loan is 64.8%, however loans are designed to be paid back well before the year that the Annual in APR refers to. So a £100 loan with Fair for You, paying back £8.63 per week on-plan for 13 weeks has a total cost of borrowing of £106.68 (the actual interest you repay is 6.68%). If customers repay faster, then the total cost of borrowing goes down further. Different repayment scenarios can be explored on their handy calculator - https://www.fairforyou.co.uk/shopping-card. It's not free credit, but it is some of the most affordable credit available to people who need flexible payment options.