FREQUENTLY ASKED QUESTIONS

Security is Paramount at QUIZ. The QUIZ website is secured by Verisign, the world’s leading Security Certificate provider, in addition to our own encryption software – this means that your information is protected at all times by 128 bit encryption. All payment partners are also secured with 128 bit encryption to further ensure that shopping at QUIZ online is just as safe as shopping in one of our high street stores.

We accept the following major credit and debit cards: Visa, Visa Electron, MasterCard, Maestro, Switch and American Express. You can also pay using PayPal, Amazon Pay & Klarna.

We have all the information you need on Klarna here

We currently accept UK Pound Sterling, Euros and Canadian Dollars. To view the price of our items in your currency, just select the appropriate option from our country selector in the left hand corner.

Payment is taken at the time of the transaction for credit/debit cards and PayPal payments.

We understand that it can be frustrating if your order will not go through, and apologise for any inconvenience caused. Unfortunately we aren’t always able to provide specific reasons for payment failure, as the process involves not only our processing systems but your bank’s clearing systems also. As best practice, we will encourage customers to ensure all information is entered correctly and exactly the way it appears on your statements/cards. If you still experience problems, try another payment card or payment method such as PayPal. If you require assistance with your order, please contact us and a member of the team will happily help.

Once your order has been dispatched, you will receive an email which will contain tracking information and an estimated delivery date.

Changing or cancelling your order depends on the status of your order. Unfortunately if your order is awaiting dispatch or has already been dispatched we would not be able to alter the information you’ve provided. However, if the order has not been dispatched and is just sitting at approved, please contact us and provide all the required information you wish to be changed. We cannot guarantee that your order will be changed but we will do the best we can - if your order cannot be changed we will notify you.

Once your order has been dispatched you will receive an email. If you don't receive your order in the designated delivery period, please contact us, stating your name and order number. We will investigate any issues for you and get back to you with relevant information regarding your order.

Firstly, please check your invoice to ensure the item(s) are not arriving separately. If your invoice does state that the item should be included in that specific order, please contact us stating your order number, name, product code/description, size and quantity of the item(s) that are missing.

We will attempt to send out the missing item as soon as possible. If we are unable to do so, we will contact you to give you the option to either exchange or refund the value of the missing item.

We do apologise for any mistakes with your order. Please contact us we will then attempt to resolve the issue as best we can.

We do our best to ensure all products on our website are displayed as accurately as possible. If you have received a product that may seem to be a slightly different colour, shape or print, this product will not be deemed faulty.

Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import charges vary from country to country.

We advise that you find out what these charges may be before you place an order.

Discount codes can't be used in conjunction with any other offer or promotion or in addition to any student discount you may be entitled to (unless otherwise stated). Only one discount code is permitted per order.

Students can benefit from 15% Student Discount - and it couldn't be easier. For instant access to this discount simply register and verify your student status with UNiDAYS®. Your student discount will not be added to delivery charges or sale items and cannot be used in conjunction with any other offer. Only one discount code may be redeemed against any one order.

At the checkout you can enter your discount code into the ‘Promotion Code’ and then click ‘Apply Code’. Your discount will not be applied to delivery charges or sale items and cannot be in conjunction with any other offer.

Your Code: Have you entered the code correctly? Our codes are case sensitive, try copying and pasting the code into the 'Promotional Code' box just before checkout. Please Note: Promo codes can not valid on sale items and cannot be in conjunction with any other offer.
Expiry date: Please look at the terms and conditions of the discount code to make sure this offer is still valid.

From time to time we will run offers such as 'Buy 1 Get 1 Free' (BOGOF). Any relevant products will be clearly marked as part of the offer. When placing an order for offer items, simply add as many of the item(s) as you need to your bag as normal. Each second item purchased of an equal or lesser value will be free. Once you are happy with your order, proceed to your bag, where your order amount will be automatically adjusted as part of the checkout process.

Please note that any items you wish to receive as part of a BOGOF offer must be purchased simultaneously. We cannot alter offers that have already been processed and/or dispatched to include additional offer items.

We deliver to all mainland UK, including the Highlands and Islands, Isles of Scilly, Isle of Man, Northern Ireland and BFPO. We also offer International Delivery to a range of countries.

Yes, once your order has been dispatched, you will receive an email which will contain tracking information.

You can have your order delivered to another address, such as a business address or a family/friends’ address. You can enter your preferred shipping address at the checkout stage by selecting the ‘Delivery address is different from billing address’ option.

Please ensure that the code used is still active. If you have processed the code and then selected another delivery option, unfortunately we are unable to refund any delivery charges incurred for this reason.

*Please note - Promotions offering free delivery are dispatched using our Standard service.

We deliver to all of mainland U.K, including the Highlands & Islands, Isles of Scilly, Isle of Man, Northern Ireland and BFPO. Unfortunately, we do not ship to PO Box addresses.

Custom or Import Charges are charged once an item has arrived in its destination country. Unfortunately, we have no control over what these charges are, as Custom and Import charges vary from country to country.

Most deliveries require a signature upon receipt. If no one is available to sign for the parcel, the courier/delivery company will advise you to contact them to arrange a suitable time for re-delivery or collection of the order.

We understand that you might not be at home when your parcel is delivered; therefore it can be left in a ‘safe place’ or left with a neighbour at your request.

Please be aware that any instructions left are only requests and not guaranteed. If this is not possible or you are not available, a calling card from our courier will be left which will include details of how to re-arrange delivery.

Theses delivery options are not available to the following postcodes - HS1-9, IV1-56, KA27-28, KW1-17, PA20-78, PH17-50, TR21-25, ZE1-3, IM, JE, GY, AB, BT. These postcodes can take 2-3 working days for delivery.

We ask that you wait patiently until after the estimated expected delivery date. If you have still not received your order after this time, please contact us, quoting your name and order number and we can look into this for you.

Returning with Royal Mail label:

1) Complete your returns note, selecting a reason code relevant to the item being returned – a list of reason codes can be found on your returns note

2) Enclose the slip in the parcel with your items, ensuring that the items are wrapped and the parcel sealed.

3) Write your order number on the FREEPOST label provided and attach this label to the exterior of your parcel – please ensure any original delivery labels are covered.

4) Then simply take to your nearest Post Office, please ensure that you obtain Proof of Postage when returning

Returning with Royal Mail online:

1) Click here to visit the Royal Mail website -  here

2) Complete the required information and print the label or download a QR code to your mobile.

3) Take your item into your local Customer Service Point or Post Office branch, please ensure that you obtain & hold on to your Proof of Postage when returning. 

We have made the decision to temporarily close all of our stores, effective from 5 pm on Saturday 21st March.

Asda toyou is Asda’s new Click & Collect and returns service. We’ve got over 600 store across the UK with late opening hours and safe parking. We’re making returning your parcels easy and convenient.

1) Complete your returns note, selecting a reason code relevant to the item being returned – a list of reason codes can be found on your returns note
2) Enclose the slip in the parcel with your items, ensuring that the items are wrapped and the parcel sealed.
3) Attached the Asda toyou return label to your parcel. If you have not received one you can visit the Asda toyou website here to download a QR code and print your label in store.
4)Take your parcel to the toyou signposted returns point or hand to a colleague at your most convenient Asda location; remember to include your returns note!
5) toyou will do the rest
6)Remember to keep hold of your receipt to track your parcel, which you can do  here

1) Complete your returns note, selecting a reason code relevant to the item being returned – a list of reason codes can be found on your returns note
2) Enclose the slip in the parcel with your items, ensuring that the items are wrapped and the parcel sealed.
3) You can generate a free CollectPlus label  Here enter your email address, and CollectPlus will email you a returns label which you can then print off

4) Then write your order number on the CollectPlus label and attach this to the exterior of your parcel – please ensure any original delivery labels are covered. Then simply take your parcel to any store offering CollectPlus service, where you’ll receive proof of postage and a code to track your number online.

 

You can find your nearest CollectPlus store here or by downloading the FREE CollectPlus App. The App is available for iOS and Android. Search CollectPlus on the App Store or Google Play.

Unfortunately we don’t offer exchanges online right now. You can return your item to us for a refund, and then place a new order for the items of your choice.

The refund will be added to the gift card used at purchase.

We offer FREE Returns to all UK orders. If your order has been dispatched to an address out with the UK, unfortunately we cannot offer you a Free Returns service. Returns out with the UK are charged out with our control. Please see the ‘Refunds Policy’ tab for more information.

We will process your refund as soon as we possibly can; please allow at least 7-10 working days after we receive your returned Item(s). You will receive an email confirming the refund and the original order value with the refunded amount. After you receive the refund confirmation email please allow for at least 5 working days for the money to be returned to your account.

Please note that your card issuer or bank is responsible for crediting your account, therefore we do not have any control over this time frame. If your card has expired or has been declined we will contact you to arrange an alternative method of payment.

You can simply print a replacement label for Royal Mail, Collect+, or ASDA using the links below:

Royal Mail

Asda

Collect Plus

You will also be able to print a copy of your invoice from your account or alternatively, you can include a note inside the parcel with your Order Number, Contact Details and a list of items returned.

Unfortunately, we do not refund the delivery charge unless the full order was received faulty or you have cancelled your order.

Follow the returns process as normal. You will be required to return both the paid item and the item you received for free as part of the offer. If the free item has not been returned, we will contact you to return the item at your own cost. If you wish to keep the free item we will charge you the appropriate amount using the initial method of payment.

The price we display for goods will remain the same regardless of the country of delivery. For deliveries to the EU, the price includes VAT at the rate of the country of delivery. For deliveries outside the EU (including the Channel Islands and Canary Islands), the price remains the same but VAT is not charged and customers are not entitled to any discounts or VAT refunds.

We’re sorry to hear that you’ve received an incorrect or faulty item!

Please contact us stating your order number and items that are incorrect/faulty and we will look into this for you.

Under the Distance Selling Regulation, you have 28 (twenty-eight) days from the day of receipt to cancel your order. Cancellation must be made in writing, either in email or letter format. Our postal address can be found below. All items must be returned to the address below at your own cost. Once we have received your return, you will be refunded the total value of the order. We cannot accept liability for any communication that has not reached us and it is your responsibility to ensure we have received your cancellation request in time.

1. By Post

1.1 If you are not completely satisfied with the purchase you have made you can return the item or items to us within 28 days from receipt. The items must be in an unused condition. We will offer a full refund upon receipt. Unfortunately for International returns we cannot offer a refund on postage costs. Some products will be non-returnable due to hygiene reasons - these items will be clearly marked on the website.

1.2 Select the reason code relevant to the item being returned – a list of reason codes can be found on your returns note.

1.2.1 Enclose the slip in the parcel with your items, ensuring that the items are wrapped and the parcel sealed.

1.2.2 Post to the address below:

Website Returns
Quiz,
2 Belgowan Street,
Bellshill,
Scotland,
ML4 3NS

2. To Our Stores

2.1 Please note that we do not offer refunds at UK stores unless the items are faulty or damaged. If you wish to receive a refund on your order you must post it back to us at the address above. Please note that we are unable to offer any refund in our Concession or Franchise stores, which are clearly marked on the Store Finder here. All of our stores outwith the UK and Ireland are franchised.

2.2 If your item(s) are not faulty or damaged we are still able to offer you an exchange or credit note at any of our UK stores. You must bring your web receipt as proof of purchase. To find your nearest store please see the Store Finder. Please note that we are unable to offer any exchanges in our Concession or Franchise stores, which are clearly marked on the Store Finder. All of our stores outwith the UK and Ireland are franchised.

3. Faulty or wrong item

3.1 If you receive a faulty or damaged item and you want to return by post you must email us at customercare@quizclothing.co.uk, stating the order number and the reasons for wanting to return the item. We will also require you to advise us on whether you would like a refund or an exchange. On receipt of the email we will analyse the case and if appropriate ask you to return the item to us.

3.2 If you receive an incorrect item you must email us at customercare@quizclothing.co.uk, stating the order number and the reasons for wanting to return the item. We will also require you to advise us on whether you would like a refund or an exchange. On receipt of the email we will advise you on the next step.

4. Delivery charges

4. We offer Free returns to all UK based orders. Unfortunately, if your order was dispatched to an address outwith the UK, we can not offer you a Free returns service.

5. All Postal Returns

5.1 To ensure that goods are received by us safely you must:-

5.1.1 wrap the item or items adequately and make sure they are sealed;

5.1.2 ensure that the correct Returns address is clearly marked on the package;

5.2.3 ensure that you get a certificate of posting from your chosen delivery service as proof of postage. The certificate of posting is a free service available from all carriers.

6. Your Rights Under Consumer Regulations 2013

- If you buy goods under a distance contract (including, for example, by phone or online but excluding any goods bought in store) you have the right to cancel your contract within a period of 28 calendar days, beginning from the date of order and ending 28 days after the day on which you receive the goods. Please see online for further details on how to cancel contract.-

- Your refund shall include delivery charges (you will be reimbursed the standard delivery charge if you have opted for a special delivery) but excludes the products that cannot be returned for health and hygiene reasons – these are clearly marked on our website.-

- The delivery charge will not be refunded if only part of your order is cancelled or refunded.-

- For international orders we will not refund the cost of returning goods unless damaged/faulty-