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).

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. If you have lost or did not receive a returns form in your parcel, 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 5 days of 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?

Unfortunately, we are unable to provide this service online right now. If you would like to place an order for collection, please call the store you wish to collect from. Blackburn – 01254 51425 or Clitheroe - 01200 429078.

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, it may not have been uploaded yet, as our website is still a work in progress. Contact info@graysblackburn.co.uk to get a product added.

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.

The product I’m looking for is out of stock, can you notify me when it comes back?

Keep an eye on our social media accounts for updates when long-awaited items come back into stock. Alternatively, email info@graysblackburn.co.uk with the item and size you are looking for, to receive an email when a product arrives in store.

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

Unfortunately, we are unable to provide this service online, these offers are only valid in store. If you would like an order delivered and want to use your account credit, call your store at 01254 51425 (Blackburn) or 01200 429078 (Clitheroe).

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

Yes! Head to our Personalisation page to order embroidery. Add once for each item you wish to be embroidered, then make sure to put the required initials in the “Personalisation” box at checkout.

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.