Frequently Asked Questions

We always try to provide as much information as possible on our website to help you when ordering any of our products. We want to make shopping with us a quick and pleasant experience. Our FAQ’s page is designed to answer as many questions as possible and to help when using our website as well as any queries that arise once your order is dispatched or delivered.


Login/Account details

Q: I’ve forgotten my login details?
A: If you have forgotten your login password, simply click the lost password button on the login page. You’ll be asked to enter the user name/email address of your registered account, a new password will be emailed to you. Use this new password to login to your account on the login page. For security reasons, we strongly recommend changing the new password immediately (go to my account after you’ve logged in). If your still having problems then us a call on 07779 234338 or email it@myembroiderysupplies.co.uk

Q: How can I change my personal details / password?
A: Firstly log in to the website, then go to my account from here you’ll be able to update your personal details such as name, address, email and password.

Q: How can I view my previous orders?
A: To view your previous orders, please log in using your email address and password, go to my account use the link at the top of the page. All of your previous orders can be viewed on this page.

Back to the top

Ordering school uniform

Q: How do I find and order approved school uniform for my school?
A: Click the shop button on the top menu bar, choose your school, then select the items of school uniform you want to purchase. Alternatively type your school name or the product in the search box. When your school appears, click on the school uniform items you want to purchase. Don’t forget to select the size and if applicable the colour (After you click Add to basket you can select another item by clicking Continue shopping).

 When you have finished selecting all items you want just click Proceed to checkout to complete your purchase. If you do not already have an account you will be asked to register your details so an account can be created (enter all your details and don’t forget your child’s name, class and school). Next time you visit our website after registering you can login to you account using the same email address and password. Finally accept our T & C’s by ticking the box choose your payment method and proceed to the payment page.

Q: I’m not sure what size to order?
A: Please call or email us about any size query you have, including the details of the item so we can check it for you.

Q: I do not like my schools official uniform, can I have the logo on a different item?
A: Unfortunately, we are unable to apply a logo onto any item that has not been officially approved by the school and their governing body.

Back to the top

Paying For Your Order

Q: How can I pay for my order?
A: We must receive payment before your order can be despatched. You can pay for your order by any credit/debit card through our secure Worldpay option or we accept cheques. Please make cheques payable to A & A Oultram Limited. If you want to pay with cash please contact us to arrange payment. The quickest way for your receive your order  is to place an order online and pay by credit/debit card.

Q :I have placed my order but the payment appears to have failed?
A: Please call us on 07779 234338 so that we can take payment from you over the telephone. Please remember to have your payment card to hand when calling us as we do not store any payment card details.

Back to the top

Approving your design & errors

Q: Why do I have to approve my design?
A: We send your design to you for approval, so you can check that you are happy for it to proceed into production. If your design contains any errors we can change them before it has been embroidered. You need to check your design THOROUGHLY and tell us immediately of any errors using the contact us page. We are human and can make errors when choosing colours, copying over information or with spellings. We ask you for approval to make sure you like your design, but more importantly that you checked that the information, colours and spellings ARE correct.

If you do not properly check your design and it contains any errors, we will be unable to rectify them once it has been embroidered.

Q: Do you embroider fakes or rip offs?
A: No. You can only upload to our website a logo or design you have express permission or a licence to reproduce. For further information on UK Copyright Law click the link to a fact sheet from the UK Copyright Service.

Back to the top

Can I supply my own garments

Q: Can I supply my own garments for you to embroider?
A: We can supply a large range of quality garments specifically designed (some with hidden access panels) and suitable for embroidery. Therefore we don’t normally offer embroidery on garments supplied by our customers. If you can’t find what your looking for on our website use the contact us page or call us on 07779 234339.

If you have a specialist item e.g. sports clothing, equestrian or martial arts etc. that we can’t supply then use the contact us page and we will be happy to see if we can help. Please note however if we do undertake to embroider on an item that you supply, we take no responsibility for any potential damage or loss during the embroidery process.

Back to the top

Do you supply sample garments

Q: Can I order a sample garment?
A: We can supply reasonable requests for plain sample garments to potential customers, just order and pay for what you want on the website and add a note to your order. These samples must be returned to us within 14 days “unmarked and in an as new condition” for you to receive a refund. Please note you will however have to pay for all postage costs. We will refund or credit you with the value of the samples once they have been received and condition checked. If you have any questions use the contact us page or call us on 07779 234339.

Back to the top

How long before I get my order

Q: How long will my order take to be delivered?
A: We aim to dispatch orders as quickly as possible, if your items are in stock then we normally dispatch them within 2-3 working days, the subsequent delivery time will vary depending on the delivery method you choose at the checkout. If your item is not in stock, then we will contact you if we estimate dispatch to be longer than 14 days.

With bespoke items (made to order) we normally dispatch in 7-14 days from final approval of the design, if we estimate it is going to take longer than 14 days we will contact you.

Q: Can I check the status of my order?
A: You can check the status of your order on the website, just login to your account and select orders.

Back to the top

Delivery Problems

Q: How is my order delivered?
A: Your order will either be dispatched by our “Free delivery to school” service, Royal Mail or an independent courier service depending on the size of the order and depending on the option you choose at the checkout, see section 11 in the terms page of our website.

Q: Can I track my delivery after dispatch?
A :If your order has been dispatched by Free delivery to school, or Royal Mail, then the package cannot be tracked. However as a guide, if it was posted 1st class it should be delivered next day, 2nd class normally takes a couple of days. If your order has been dispatched using a courier company, we can track your order for you please contact us for details.

Q: What happens if I’m not in at the time of delivery?
A: If the delivery has been attempted by Royal Mail, they will leave a card for you to collect your order from your local sorting office or to telephone them to rearrange delivery. If the delivery was by a courier service, they will either leave the parcel in a safe place, with a neighbour or attempt  a redelivery up to three times, after which they will return the parcel back to their depot.

Q: My parcel has been returned back to the delivery depot, what now?
A: Please contact us with the details of your order so that we can liaise with the delivery company to get your order redelivered.

Q: My order has been dispatched but I have not received it?
A: Please use contact us for help locating your parcel.

Back to the top

Changing Your Order Or Delivery Details

Q: How do I change the delivery instructions on my order?
A: Please email us with the details of any new delivery instructions as soon as possible so that the order can be updated. Once dispatched, 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 email us with the order number and the items you would like to change on your order as soon as possible. We will attempt to make the necessary changes, although this is not always possible if the items have already been produced / dispatched.

Q: Can I delay delivery of my order?
A: If you need to delay the delivery of your order, at the checkout stage please enter the date AFTER which you would like the order delivering in the “Additional information box” (unfortunately specific delivery dates cannot be arranged).

Q: Can I cancel or change my order?
A: To cancel an order see section 13 on the terms page of our website.  You can change items on your order by sending us an email up to the point of any item entering the production stage of having a logo applied. Unfortunately, once bespoke items (made to order) are in the production stages the items cannot be cancelled or changed and will be dispatched as ordered. You can check whether your order has reached the production stage by following the instructions for tracking your order or by using the contact us page on our website.

Q: Can I add an additional item to my order?
A: If your order has not been dispatched, you can add additional items to the order by emailing the details to us. We will need contact you to take payment as we do not store card details. Please be aware that if you add additional items to your order, it may delay the dispatch of the whole order as we aim to dispatch all items together.

Back to the top

Refunds and Exchanges

Q: Can I return an item for an exchange or refund?
A: You can return any items to us within 30 days of delivery for either a refund or exchange (excluding bespoke items) by following our returns procedure in Section 16 of the terms page of our website. Remember to return the item in its original packaging and in the same condition you received it.

Please allow up to 10 days for us to process the return, and remember to indicate whether you require a refund or replacement in a different size/colour etc.

Q: How are refunds made?
A: Please allow up to 14 days after receipt of your item to process any refunds. Where the original payment was made by credit/debit card we will refund any amount to the original card that was used (we do not store any card details so will contact you to process any refund). Where an order was paid for by cheque or cash the same method will be used for the refund.

Back to the top

Garment Care

Q: What’s the best way to wash my school uniform?
A: Always follow the manufacturer’s washing instructions printed on the garment label. After you have tried the garment for size. We recommend you wash the garment before first use and always wash the garment inside out to reduce the chance of pilling, also avoid the use of fabric conditioner and line dry them.

Q: Why do fabrics suffer from pilling?
A: Having researched this problem and talked to our suppliers, the upshot is that it is almost impossible to guarantee a pill free garment. All fabrics pill to some extent. With weaker fibers the pills fall off, but with stronger fibers the pill remains attached to the fabric. It should be noted that pilling, although not aesthetically pleasing, does not actually affect the performance of the garment in any way.

Back to the top