Frequently Asked Questions

Below is a list of question’s we are frequently asked, along with some helpful answers; we hope it will answer any questions you may have. If you have any further enquiries, please contact info@graysblackburn.co.uk, or call our stores on 01254 51425 (Blackburn) or 01200 429078 (Clitheroe).

Can you help me with sizing?

If you're struggling with sizing, check out our measurement guide for some guidance. If you still need help, you can book a virtual appointment here, and one of our experienced staff members will help you through ordering online.

What if I want to return something?

You can see all information regarding returns here. If you are returning items by post, please make sure to enclose a returns form, you can download one here.

Can I amend my order?

Orders can be amended at any point until dispatch. If you need to amend your order, email kim@graysblackburn.co.uk, or call 01200 429078 and ask for Kim.

How long will my order take to arrive?

We send our parcels using the Royal Mail Signed For service, which states parcels should arrive 1-3 days after posting. We hope to dispatch parcels within 1 day of receiving an order, but this figure may change at busy times.

Why haven’t I received my order?

If you have not received your order within 7 working days after ordering, track your parcel here with the tracking number you were emailed upon dispatch. If you have any further concerns, please contact us.

Can I collect from store?

Yes, simply choose which store you would like to collect from when prompted to choose your shipping at checkout. Please do not come into store until you have been informed that your order is ready to collect - during busy periods this may not be the same day that you placed your order.

I can’t find what I am looking for, does this mean you don’t have it?

Make sure you have tried alternative product names, for example sweatshirt/pullover/jumper could all be the same product. If you still can’t find it, please contact info@graysblackburn.co.uk

I was told in store an item is currently out of stock, why is it available on the website?

We have to update our online stock system manually, so sometimes it takes us a while to make the product “out of stock” on the website, and some products may unfortunately slip through the net, especially in busy periods.

Can I use my loyalty points / savings card credit online?

If you are a member of the Grays Schoolwear Savings Club, and would like to spend your credit online, please email kim@graysblackburn.co.uk to convert your credit into a discount code.

My school requires embroidery on their PE kit, can I order this online?

If your school requires embroidery on their PE kit, you will be prompted to add this when you add the product to your basket, then simply add your child's initials in the "personalisation" box at checkout. Please note that by requesting embroidery your order can take 2-3 weeks longer to be dispatched.

I want to order a personalised product; how can I do that?

If you are a parent or guardian looking to order a product, you can find an instructional video at the bottom of our Personalisation page. If you have any issues, please email kim@graysblackburn.co.uk or call 01200 429078 and ask for Kim. If you’re looking to design a new product, contact info@graysblackburn.co.uk for more information.