Q: How long will it take to get my order?
A: Most of our clothing products are printed on demand so generally take 2-4 days to produce and ship. If there are any stock issues we'll let you know by email straight away and either offer you an alternative, refund, or give you an idea of when the product will be back in stock. Once posted, your order should arrive within 48 hours. If you've selected to collect your order on campus, then we'll send you an email to let you know when it's been delivered to site and is in the internal mail system. We generally drop orders on campus every Friday.
Q: What makes the products sustainable?
A: We're committed to sustainability, so all our clothing items are made from either organic cotton or recycled materials. They're printed using eco-friendly water based inks, or embroidered using a special thread that uses natural fibres rather than polyester. Non-clothing items detail on the product page what they're made of and what makes them sustainable. You can read more about our sustainability practices on the sustainability page.
Q: Can I have my garment personalised?
A: Unfortunately not. Our print processes mean we have to produce at east 20 of each design, so we can't add individual names or initials to items available on the website. If you're ordering teamwear (kits/tracksuits) then this is made separately so we may be able to personalise these items. Contact us to discuss your requirements and what we can do.
Q: How do I place a bulk order for my team/trip/dept?
A: If you want to order any kind of bespoke items such as workwear for your department, hoodies for your club, or polo shirts for your group trip, then contact us using the information on the product request page where you can also see a list of the products we offer.
Q: What if I need to cancel an order?
A: If the order is already showing as dispatched then unfortunately it cannot be cancelled. Once it has arrived you can contact us to arrange a return and refund.
Q: Can I change an order once I've placed it?
A: Yes you can provided the item hasn't yet been dispatched. Please contact us to arrange any changes you need.
Q: I selected the "Stonyhurst Internal Post" option at checkout, where do I go to get it?
A: Orders will go through the internal mail system to be delivered to customers on site. To make sure it gets to the right person we ask for your name and pupil number, or to enter "staff" in the number box if you're a member of staff. If you don't provide the information there may be delays getting your order to you, but we will try to make contact with you to clarify the information. To check on the status of your delivery after it's arrived on campus, contact 01254 827 018.
Q: How do I know when my order is on site?
A: You'll receive an email when your order has arrived on campus and has entered the internal mail system.
Q: How do I know when my order has been shipped?
A: You'll receive a dispatch email when your order has been posted. Delivery usually is within 48 hours from that point if you're in the UK.
Q: How can I track my delivery?
A: If you chose a tracked delivery option at checkout then your dispatch email will contain a tracking link which will give you the most up to date information. If you chose an untracked service then the link will only activate once Royal Mail have attempted delivery.
Q: How do you make sure your deliveries are sustainable?
A: Zero Negativity (the company that runs the shop) keep track of the number of deliveries made in a calendar year, and offset the carbon footprint of these through tree planting schemes right here in the North West of England. In 2020 they offset three tonnes of CO2, which was over three times their calculated carbon footprint.
Q: Can I exchange for a different size?
A: Of course you can, just contact us to arrange an exchange. The returned item must get back to us in an unworn, unsoiled condition with the tags still attached. We don't cover the cost of return postage, but don't charge a second P&P fee for delivering your replacements. If you're on campus, we'll collect it from you so there are no fees. We'll let you know how this works once we've heard from you.
Q: Can I return my order for a refund?
A: Yes of course, items must be returned in an unworn, unsoiled condition with the tags still attached. Contact us to arrange. Please note only the item costs will be refunded, not the delivery fee. We don't cover the cost of return postage. If you're on campus, we'll collect it from you so there are no fees. We'll let you know how this works once we've heard from you.
Q: My order has arrived and it's wrong (eg. not the size or colour I ordered), what can I do?
A: We're really sorry! Please contact us and we'll arrange to put this right straight away. If you're not on campus and need to return the item, then we will cover the P&P costs by way of refund, as we don't have the facility to produce free returns labels. If you're on site, then we'll arrange to collect and exchange the item for the correct one, we'll let you know how this works once we've heard from you.
Q: Do you offer worldwide delivery?
A: We do offer international delivery on most items (barring large items like umbrellas). The customer is responsible for any taxes/duties payable in the country of delivery when it arrives with you. If items are returned to us by your local postal service due to unpaid taxes, we will automatically refund the order minus the cost of postage and any admin fees we're charged.
Q: What is you packaging made of, and can it be recycled?
A: Depending on the items being packed then we use a variety of eco friendly, plastic free packaging, all of which can be recycled. The majority of posted items are packed in kraft paper bags, which contain an additive meaning they can be either recycled or will biodegrade if buried in the ground! Larger orders are wrapped in recycled tissue paper made in a 135 year old water-powered mill here in Lancashire, and then packed in mailing bags made of sugar cane! Occasionally we use reclaimed cardboard boxes with all sorts of branding on them that still do the job even if they don't look pretty!
Q: Do you have size guides available?
A: We try and detail the chest size or equivalent UK dress size on the drop down size box of each product. Some items have more detailed size guides available here. If you can't find the information you need about a particular product, then please contact us and we'll do our best to help.
Q: What payment methods do you accept?
A: We accept all major credit and debit cards (including American Express), PayPal, Apple Pay and Google/Android Pay.
Q: Do you accept payment in currencies other than GBP Sterling?
A: No. Some payment methods may display the amount in your local currency, but ultimately the order will be paid in GBP.
Q: The size/colour I want isn't available, can you help?
A: Maybe! Please contact us to discuss and we'll see what we can do. We can sometimes do one off orders of different colours provided the design going on the garment is one of the ones shown on the website.
Q: Can I suggest new products or designs?
A: As per the above answer, we're always interested in hearing what you want to see on the site! Contact us to make new suggestions and we'll see what we can do. We're constantly evaluating the products on the site and considering new ones, so all feedback is welcome.
Q: How can I keep up to date with new products on offer?
A: You can opt in to receive emails from us when you place an order. Alternatively use the newsletter sign up box at the bottom of every page on the site!
Q: Does Stonyhurst make a profit on the products offered for sale?
A: Stonyhurst Shop is run on behalf of the school by Zero Negativity Ltd who are an eco friendly clothing and merchandising company based locally in Lancashire. Stonyhurst makes no profit on the sale of items through the shop as a general rule, it is a service provided to the students, alumni, parents and staff. Occasionally fundraising items will be offered for sale with all school profits being reinvested in school projects, details of which will be in the information section of the products' webpages.