Delivery & Returns

United Kingdom

Orders are sent by Royal Mail and should reach you in 1-3 working days.  Heavier orders may be sent by parcel courier and are usually delivered on the next working day.

Outside of the UK.

Please contact us for details and prices of deliveries outside of the UK. Your card is charged at the full order value at the checkout.

Please check the estimated delivery time and then add three days in case of delays in transit.  Once this delivery time has passed you should contact your local Royal Mail depot giving your house number and postcode as cards are not always left.  After you have followed these steps and the Royal Mail have confirmed they do not have your order, you must contact us within 30 days in writing stating order number and date of order.

We reserve the right to send out replacement orders 10 days after you have received your ‘Order Dispatched’ email.  This is to allow the Royal Mail time to investigate your missing order.

If your order is returned to us because you did not pick it up from the delivery office after a failed delivery attempt, you will be required to pay the delivery cost to re-send the item.

The short answer is no. Whilst if the item(s) you have ordered are in stock and placed before 2pm, we will try our best to get your order out the same day, we do this for all orders and are not prioritised on Delivery Type.  If your item is out of stock and we have had to order it from the supplier, it will take longer and we cannot control this. Selecting First Class Delivery is only really worth it if you are sure we have the stock in store and the order is not placed during the busiest 2 weeks of the year (last week of August – first week of September)

For most of the year, our stock figures are accurate and are reliable, however midway through the summer holidays to the end of September, they can become inaccurate due to a number of factors.

Throughout the rest of the year, when stock figures are accurate, they also include our suppliers stock. We include our suppliers stock because almost all ‘plain’ stock items arrive the following day, when ordered from the supplier to ourselves.

To be 100% sure, always give us a call on 01392 255711 and a member of staff can check for you

As a small independent busy, we only have 1 premise – in store and online are one and the same. If the website says the items are in stock, but you can’t find them instore, this is because the figure includes our supplier stock – which can be ordered and usually takes 1 day to arrive.

If you are unsure, always ask in store or call us on 01392 255711 and we can let you know what stock is available instore

This is a common question that we receive and hopefully the points below will help to explain:

• The stock figure is wrong – as the stock figures displayed are in store stock, it can be as simple as a customer instore picking up the last item before we have been able to pick you order.
• The stock figure includes our suppliers stock, of which is not all held by us
• The supplier have sent us the wrong item for your order

We try our absolute best to get things right and sometime we don’t, but when purchasing, embroidering and fulfiling uniform orders, mistakes can be made by us, our suppliers or our couriers. In this instance we will do our best to put it right, but please bare in mind, that sometimes things are simply out of our hands.

Items returned under our 14 day guarantee

If you are unhappy with your order for any reason within 14 days of receiving it, just send it back to us in an unused, saleable condition with the original packaging and we’ll refund.

If you return the whole order within 14 days we will refund you the full invoice amount.

If you do not return the whole order, only the cost of the items being returned will be refunded. Postage costs will not be refunded.

You will be responsible for the cost of returning the items to us. If the item is being returned because of an error on our part, or the item is damaged or defective, we will refund the return postage costs.

Items returned to us after fail delivery attempt

If your order is returned to us due to a failed delivery attempt by the Royal Mail or Courier Company, you will be responsible for paying for your order to be redelivered. If you do not want to pay for your order to be redelivered, we will refund your order minus the original postage costs.

Exchanging non faulty items

If you are unhappy with any items and would like to exchange them for something else, return them to us and we will issue you with a refund (see our 14 day guarantee). As we do not keep your payment information you will need to create a new order with the items you want and pay as normal. You will be responsible for paying the delivery costs of exchanged items.

Items returned because they are damaged, defective or incorrect

If you are returning an item because of an error on our part, or the item is damaged or defective, we will refund the return postage costs. Please use standard 2nd class post with proof of posting for items under 1kg in weight, and standard parcel delivery for items over 1kg. If you return the items any other way, you will be liable to pay any extra postage costs incurred.

We will only refund the return postage costs of faulty items. If you are returning non faulty items you will be responsible for paying the cost to return these.

Our returns address is: Thomas Moore Ltd, 102-104 Fore Street, Exeter, Devon, EX4 3JB

Our returns email is: [email protected]

Reg. no: 420885 VAT Reg no: 141 4465 88