FAQs

Q: How do I place an order?

A: You can place your orders online, selecting from your preferred range and personalising your garment to make it uniquely yours. You delivery address must also be in the UK. If you wish to place a group order then please contact our group sales team for a quote [email protected] or call 020 8569 2250.

 

Q: How can I pay for my order?

A: Orders can be paid for securely online by credit or debit card; unfortunately, we do not accept cheques. If you are a school or company you can apply for a business account. Orders will be confirmed once payment has been received.

 

Q: What is the last day I can order to ensure delivery before Christmas? 
A: Please place your order on this website by 7 December 2018 for a pre-Christmas delivery.

 

Q: Can I personalise my clothing?

A: Yes, you absolutely can personalise your clothing.

The embroidered DofE logo comes as standard on all DofE clothing ranges. To make the clothing unique to you and your group you can add personalisation e.g. your DofE centre, role and/or name to the clothing.  

 

Front personalisation

Up to three lines of personalised text: add £3.00

 

Back personalisation (on Official and Achievers ranges only)

Name or outline number: add £3.00

Name and outlined number: add £5.00

 

Q: There isn’t enough space in the box for my personalisation? 
A: Due to size limitations, personalisation on the front is limited to twenty characters per line, and the back is limited to ten characters. 

 

Q: Can I add my school or business logo?

A: Group orders can add another logo on their garments for an additional charge. Schools and businesses can order through our DofE Groups team, who will provide a quotation to your specific requirements. Email [email protected]

 

Q: Can I get a discount?

A: Contact our DofE Groups team at [email protected] for volume discounts for orders over ten units.

 

Q: What is the delivery charge?
A: We only deliver to UK mainland addresses. For orders under £50 a carriage of £4.20 will be added to each order. Any orders over £50 delivery will be free of charge for UK mainland addresses. Please email [email protected] if you require delivery elsewhere and we will arrange a quote for you.

 

Q:  How will my order be delivered and how long will it take to receive?

A: Once your order has been placed online it will be delivered within eight working days to the address you have specified.   Orders will be delivered using a tracked service.  If ordering from the Achievers range you should expect your order to be delivered within eight working days from point of Award verification and you will receive an email when your order has been verified by the DofE. BTC Group will confirm the order has been placed and that will be the date from which the delivery time will start. Please be aware this is point of order and not when the first contact/enquiry is made.

 

Q: Can I choose a delivery date and time? 
A: At the moment, we aren’t able to offer you the option to choose a delivery day or time.

 

Q: I forgot to order one of the products I wanted! Can I add it to my order? 
A: Unfortunately, we can’t add products to your order once it’s been confirmed, so you’ll need to create another order.

 

Q: Will I receive a proof for approval?

A: You will see the personalisation details in the basket prior to checkout. Please double check these details as checking out will be confirmation by the customer that these details are correct and the garments will go into production. No changes can be made to the order. Please note: the on screen visuals of the personalised garments show an approximate placing of the printed DofE logo, centre, role and name, and are not an actual representation of the finished garment. Special group orders, including those with additional school or company logos, will receive a proof and quotation for approval prior to production.

 

Q: How do I return/exchange an item?

A: We hope you will be happy with your purchase, however please note we can only accept returns with the standard DofE logo only and no added personalisation. We will promptly refund the item if unworn and returned in a saleable condition within 14 days of receipt of your original order. This does not affect your rights to return faulty goods or any other statutory rights.

If the product is personalised in any way we are unable to accept returns unless it is deemed faulty. If a garment is faulty please contact the DofE team at [email protected]

IMPORTANT – please check our size charts carefully as garments that are personalised in any way are non-returnable.

It is also important that you check your sizing for non-personalised garments, as if they are the wrong size you will have to return the goods at your own cost.

Top tip – Measure a similar item of clothing in your wardrobe to ensure the best fit against our size charts.

Please note: it is your responsibility to ensure that any returns arrive safely; therefore, we recommend that you use Royal Mail Special Delivery or a courier service that will require a signature on delivery. We may need to ask you for proof of delivery to process the refund. We cannot be held responsible for returns that do not arrive.

We can only accept returns from orders placed after 16 November 2017 and supplied by BTC Group.

A returns form will be sent with every order.


Q: I haven't received my order confirmation. 
A: Please check your junk mail, and also set [email protected] as a safe sender email address. 

 

Q: How will my order show on my bank statement? 
A: Your bank statement will show an order from BTC Group which is DofE's clothing partner. You can find out more about BTC Group at www.geigerbtc.com

Q: I have ordered a range of different garments in the same colour but the shades are different?
A: Due to garments being manufactured in different types of material we are unable guarantee colours will be an exact match.  We have tried to match garment colours across different styles as closely as possible however, some shades will vary.