Frequently Asked Questions

This indicates the billing address is incorrect.

Please ensure the billing address is where your credit/debit card is registered to.

If your order is showing as failed, this may be due to the zip code being incorrect.

The transaction on your bank account will be pending and should go back into your account within 5-7 working days

We have not received payment for your order and until you receive an order confirmation email, your order has not been processed by us.

Amendments to your order can be made within within a maximum period of 24 hours from placing your order. If you order has already been placed into production we will not be able to make any amendments to your order.

Once your order has been dispatched, you will receive a notification both from ourselves and our DPD.

DPD will also contact you regarding a time slot for delivery on the day your order is scheduled for delivery.

Your personalisation can have up to 3 lines, each with a max of 11 characters.

Fill in the personalisation with the details you would like to have on your garment.

We will manually put your personalisation on separate lines for you.

We usually put your name on the first line and job role/ward on the lines underneath.

NHS internal email addresses usually bounce back/undeliverable due to security restorations imposed by NHS England/

Please keep this in mind when placing your order.

We would advise you to use a personal email address so you receive an order confirmation email.

Order confirmation emails will be received from and may go to your spam/junk folders.

Of course we can but please note there may be an additional charge.

A member of our team will be in touch regarding additional delivery charges whilst processing your order.

Unfortunately as the garment has been personalised we cannot exchange the fleece for a smaller size as it is not suitable for resale. For more information on our returns policy click here.

Our garments are unisex in sizing so there is no direct correlation to women’s sizing to our fleeces.

All our product pages include a recommended size guide based on the UK average body types.

Personalisation of each garment is placed on the right side of the garments.

The NHS and NHS Rainbow logo is placed on the left side of the garments. 

Unfortunately due to our branding process we are unable to alter this configuration. 

We do not offer further NHS discounts as our products are already discounted for NHS staff members.

Please follow us on our social media channels to see any future limited promotions.