Frequently Asked Questions
We try to provide as much information as possible on our website to help you order the school uniform you need quickly and correctly, and to deal with any queries that may arise once your order is despatched or delivered.
Our Frequently Asked Questions (FAQ’s) cover the common questions we receive from customers and may be the quickest way to help you with your particular query.
Most customer question can be answered by reading the appropriate pages below:
Terms & Conditions
Frequently Asked Questions
Paying for your order
Changing your order or delivery details
Refunds and exchanges
Q: How do I find and order approved school uniform for my school?
A: Click on SHOP BY SCHOOL on the homepage of the website to search for schools that have agreed to use our service for their approved School Uniform. In the search box type school name, when your school appears, click on it to see the school uniform items approved by your school. Click on the school uniform item you would like to purchase. Select the colour if applicable and select the size required and press on inquire. Add to your shopping basket. To select another item click continue shopping and repeat the above. When you have selected all items click Proceed to Checkout.
At checkout stage you will be asked to fill in your details thereafter you shall receive the quote via email.
Q: My school isn’t listed / I cannot find my school, what can I do?
A: Contact us with all the details of the school uniform requirement and we will be able to assist you. Also we are working with a number of schools across the county. If you’re unable to find your school, it may be that we’ve not started working with your school or you can assist us introducing to your school for us to include in our listing. Please contact our dedicated support team, and we’ll do our best to help you.
Q: I’m not sure what size to order?
A: Please check the size chart on our website. Alternatively, please contact us on your size query and details of the item so we can assist you.
Q: How long will my order take to be delivered?
A: We shall inform you when confirming your order
Q: How is my order delivered?
A: Your order will either be delivered to Schools working with us or the areas listed in the area list. For area not listed and outside county despatch we will use the transport courier at a charge.
Q: Can I track my delivery after despatch?
A: If your order has been despatched we can give you an approximate time frame/waybill number.
Paying For Your Order
Q: How can I pay for my order?
A: You can pay for your order by cash, credit/debit card or Mpesa if you collecting from Greendo Uniforms & Sports Limited, 2nd Floor, Greenspan Mall or can pay via M-pesa or cash for delivered items. For bulk orders we can also receive cheque payments/bank transfers of which we shall release the orders on confirmation of your payment.
Q: I have placed my order but the payment appears to have failed?
A: Please contact us on 0719494997 or email us on firstname.lastname@example.org so that we can assist you on your payment.
Changing Your Order or Delivery Details
Q: How do I change the delivery instructions on my order?
A: Please contact us with the details of any new delivery instructions within 24 hours so that the order can be updated. Once despatched, we cannot change any delivery instructions.
Q: I’ve made a mistake on my order, but I cannot change it?
A: If you need to change anything on your order after submitting the payment, please contact us with the order number and the items you would like to change on your order within 24 hours.
Q: Can I delay delivery of my order?
A: If you need to delay the delivery of your order, at the checkout stage please indicate the date AFTER which you would like the order delivering on the note and upon full payment (unfortunately specific delivery dates cannot be arranged).
Q: Can I cancel or change my order?
A: You can cancel or change items on your order by contacting us within 24 hours
Refunds and Exchanges
Q: Can I return an item for an exchange?
A: You can return any items to us within 2 days of delivery for exchange by following the returns procedure on our website or on the copy of Receipt which accompanied your order by contacting us.
Returns & Exchange Policy
If you are contracting as a consumer and if for any reason you are unhappy with any school uniform item that you have purchased from us, you can return the item to us in its original condition within 2 days of receipt of delivery.
If you require a replacement school uniform item, please note any exchange on order will incur the standard delivery charge, and if any price changes on the products ordered.
How to Return/Exchange Your Item(s)
1. Return the school uniform item using the copy of the ‘Sales Receipt’ indicating the reason for return.
Your order number
Your email address
Your name and address
Reason for return/exchange.
You MUST include the above details with the item(s) you are returning/exchanging. Without them, we are unable to identify who the return is from and process exchange.
2. Wrap the school uniform item securely in appropriate packaging. Attach the copy of the Sales Receipt which was enclosed in your order, to the outside of the parcel.
3. We will notify you via email/phone call when we have processed your return and when to expect your goods. This may take up to 5-10 working days from our receipt of the returned item; if the goods are ready earlier we will contact you.
4. If you require a replacement school uniform item, by contacting us. Please note, any exchange on order will incur the standard delivery charge, and if any price changes on the products ordered.
5. Process the additional payment and delivery charge if you are exchanging an item due to its size being unsuitable.