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.
Klarna
Who is Klarna?
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.
How does Pay later in 3 interest-free instalments work?
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.
Am I eligible for Pay later in 3 interest-free instalments?
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.
How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?
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.
What do I need to provide when I make a purchase?
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.
Will a credit search take place against me?
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.
Why have I not been offered Pay later in 3 interest-free instalments?
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.
What are my payment options with Klarna?
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.
What happens if I cancel or return my order?
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.
What happens if I don’t pay for my order?
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.
Is my payment information safe?
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.
Can I pay before the due date?
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Have you received my payment?
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.
What happens to my statement, when I've returned the goods?
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.
How long will it take until I receive my refund?
As soon as the store has registered your cancellation or your return, the refund will be processed within 5-7 business days.
I have asked for a refund. How will I be refunded?
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.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app or Klarna’s Customer Service page for a full list of FAQ’s, live chat and telephone options.

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