Frequently asked questions

I need some help

No problem!  Send us your enquiry.  Click on the ‘Send an Enquiry’ button on the tag on the right hand side of the Home Page, type your message or question and click on submit. We will endeavour to respond on the same day but certainly by the next working day.  Alternately, if you wish you can call us on +971 4 4343 558, Saturday to Thursday from 9.30 am to 5.30 pm and one of our Customer Care agents will be pleased to help.

Can I order by phone

Yes, you can order by phone.  Please call one of our Customer Care agents on (04) 4343 558 between 9.30 am and 5.30 pm, Saturday to Thursday to place your order by phone.  We will work out the value of your order including carriage (where applicable) ask you to send us a cheque in payment.  After we receive the cheque, please allow five working days for the cheque to clear.

Is it safe to order online?

You can be sure that all protective measures are in place including encryption of your personal information.

All credit and debit card payments are processed securely by the leading online processing gateway PayPal. 

What information will you collect when I order with you Online?

  • Your name, address, telephone number and email id.  We need this information to process your order efficiently and to be able to contact you in case of need.
  • Your credit or debit card information will be processed by PayPal.
  • Your IP address is also collected automatically (this is for security and fraud prevention purposes only)
  • Data recorded by the Website which allows us to remember your order number and to personalise your experience so that you may retrieve your shopping basket at any time. This also saves you from re-entering information on return visits to the site.  Such information is recorded through the use of cookies.

What will you do with the information that you collect from me?

  • To process your order efficiently and to administer this website.
  • For statistical or survey purposes to improve this Website and its services to you, we may pass your details to another organisation, but they will be bound by the same Privacy Policy, no less stringent than ours and they will not be allowed to use your personal information for their own purposes.
  • If you consent, to notify you of new products or special offers that may be of interest to you.

How do I Order Online?

Easy – Click on any item you are looking to buy, for example, Boys School Uniforms or Girls School Uniforms and you can START SHOPPING on the next screen following the easy prompts and instructions.

Can I pay by cheque or postal order?

You can pay by cheque or postal order by choosing the appropriate option at checkout.  Make your cheque or postal order payable to “Big Ben Trading FZT, write the order reference number on the back and post it to: Schoolwear Direct, C/o Big Ben Trading FZT, P O Box 23313, Dubai, UAE.  Please allow five working days for the cheque to clear after it is received by us.  Cheque payment facility is not available for orders from outside of UAE.

Do you deliver outside UAE?

SchoolwearDirect is based in Dubai and delivers throughout the Middle East. We can deliver in the following countries: United Arab Emirates, Oman, Kuwait, Bahrain, Egypt, Saudi Arabia, Qatar, Lebanon, Jordan, Iran and Syria. 

I don’t live in U.A.E., how can I pay you?

 Overseas customers are welcome to pay by credit or debit card or by bank transfer.  This option is available at checkout.

How quickly will my order be shipped?

We aim to dispatch all orders within two working days or sooner, but please allow for up to seven working days for despatch during peak periods.  We hold ample stocks of all the lines, but if we have run out of a popular line, we will email to you a forecast despatch date.  You will then have the option of substituting the unavailable item(s) with similar alternatives, waiting for your original choice or cancelling those items(s) for an immediate refund in the same way that payment was made i.e. through your credit/debit card or by cheque or by bank transfer as the case may be.

Please note: Some countries have Custom’s procedures, which may cause unexpected delays in delivery

Will I be charged for Packing & Postage?

Packing is FREE and Carriage/Postage is 

  • FREE for all orders over AED 300 to addresses in UAE – regardless of the number of items ordered. For orders under AED 300, we charge a modest AED 15 for carriage/postage.
  • For other countries in Middle East viz: Oman, Kuwait, Bahrain, Egypt, Saudi Arabia, Qatar, Lebanon, Jordan, Iran and Syria: delivery is FREE for all orders over AED 1000 – regardless of the number of items ordered. For orders under AED 1000, we charge a modest 10% of invoice value with minimum of AED 40.

Please note that the prices do not include any local duties or taxes of the destination country. 

I don’t want the goods to be delivered to the address specified on my Credit/Debit account .

At Check-out, you have the option to enter the address where you want the goods delivered (e.g. work place, neighbour, relative etc).  When we receive your order, if the delivery address is different to your Credit/Debit card account address, CustomerCare@Schoolweardirect.ae  will send you an email to confirm the correct address for delivery. This is for your safety and security.

I want the goods to be delivered to my work place

At Check-out, you have the option to enter the address where you want the goods delivered.  When we receive your order, if the delivery address is different to your  Card account address, CustomerCare@Schoolweardirect.ae  will send you an email to confirm the correct address for delivery. This is for your safety and security.

Please note that we cannot deliver to P.O. Box addresses.  You must give us your full street address including name of building, flat number, street, area, town and country including your mobile phone number.

I want the goods to be delivered to my neighbour

At Check-out, you have the option to enter the address where you want the goods delivered.  When we receive your order, if the delivery address is different to your  Card account address, CustomerCare@Schoolweardirect.ae  will send you an email to confirm the correct address for delivery. This is for your safety and security.

Please note that we cannot deliver to P.O. Box addresses.  You must give us your full street address including name of building, flat number, street, area, town and country including your mobile phone number.

I want the goods to be delivered to a relative or a friend

At Check-out, you have the option to enter the address where you want the goods delivered.  When we receive your order, if the delivery address is different to your  Card account address, CustomerCare@Schoolweardirect.ae  will send you an email to confirm the correct address for delivery. This is for your safety and security.

Please note that we cannot deliver to P.O. Box addresses.  You must give us your full street address including name of building, flat number, street, area, town and country including your mobile phone number.

Can I come to your place to collect my order?

No, sorry.  All our goods are held in warehouses outside Dubai and goods will be despatched to you directly from the warehouse. 

How can I track my order?

All packages are sent by Empost or secure and reliable courier parcel delivery service and have to be signed for on delivery.  An email with a tracking number will be sent to you after your order has been despatched and you will be able to track the package(s) online.  If you have any query about the delivery of your package, please email to us your unique order number and query to CustomerCare@Schoolweardirect.ae, we will investigate immediately and we aim to reply to you within two working days or sooner. 

All packages to overseas addresses are sent via a reliable international courier service and have to be signed for on delivery.    If you have any query about the delivery of your package, please email to us your unique order number and query to CustomerCare@Schoolweardirect.ae, we will investigate immediately and we aim to reply to you within two working days or sooner. 

I have changed my mind and want to cancel my order

Please contact us by email to CustomerCare@Schoolweardirect.ae as soon as possible after the order has been placed.  We will do everything we can to comply with your request.  However, if the order has already been despatched you will have to return the package or the relevant items from the package as detailed above.  You will have to pay postage or carriage charge for returning the item(s) to us.

Please return the item(s) to us unworn/unused and with original packaging with all the labels still attached within seven days starting the day after delivery for a full no-quibble refund via the same channel that you used for payment of the order.

The only exceptions are items of underwear and swimwear for hygiene reasons.

Please do quote your original order number and let us know why you are returning the article(s) so that we can make the necessary improvements in our quality or quality of service.  We recommend that you obtain proof of posting from the post office when returning the item(s) and preferably using a service that requires us to sign a receipt on delivery, so you know that we have definitely received the item(s) back. Please return to:

Schoolwear Direct

C/o Big Ben Trading FZT

Unit 206, Dubai Textiles City

Near Dragon Mart

Al Awir,

Dubai, UAE

Tel: +971 4 4343 558

You will have to pay postage or carriage charge for returning the item to us.

Can I return any item(s) that I ordered?

Yes, you can.  Please return it to us unworn/unused and with original packaging with all the labels still attached within seven days starting the day after delivery for a full no-quibble refund .via the same channel that you used for payment of the order. 

The only exceptions are items of underwear and swimwear for reasons of hygiene. 

 Please do quote your original order number and let us know why you are returning the article(s) so that we can make the necessary improvements in our quality or quality of service.  We recommend that you obtain proof of posting from the post office when returning the item(s) and preferably using a service that requires us to sign a receipt on delivery, so you know that we have definitely received the item(s) back. 

Please return to:

Schoolwear Direct

C/o Big Ben Trading FZT

Unit 206, Dubai Textiles City

Near Dragon Mart

Al Awir,

Dubai, UAE

Tel: +971 4 4343 558

You will have to pay postage or carriage charge for returning the item to us.

I am not happy with the item(s) supplied to me

If for any reason you are not happy with any item supplied by us, please return it to us unworn/unused and with original packaging with all the labels still attached within seven days starting the day after delivery for a full no-quibble refund .via the same channel that you used for payment of the order.

The only exceptions are items of underwear and swimwear for hygiene reasons.

Please do quote your original order number and let us know why you are returning the article(s) so that we can make the necessary improvements in our quality or quality of service.  We recommend that you obtain proof of posting from the post office when returning the item(s) and preferably using a service that requires us to sign a receipt on delivery, so you know that we have definitely received the item(s) back. Please return to:

Schoolwear Direct

C/o Big Ben Trading FZT

Unit 206, Dubai Textiles City

Near Dragon Mart

Al Awir,

Dubai, UAE

Tel: +971 4 4343 558

You will have to pay postage or carriage charge for returning the item to us.

Will I have to pay postage for returning the item(s) to you?

Yes, you will have to pay the postage or carriage for returning the item(s) to us

Will you refund me the postage or carriage that I paid for returning the item(s)?

If the item was damaged or faulty when you received it, Schoolwear Direct will refund you the full postage as well.  However, if you have changed your mind and do not want the product or if you ordered the wrong size or colour, then Schoolwear Direct will only refund to you the purchase price of the item(s) via the same channel that you used for payment of the order. But, you will have to pay postage or carriage charge for returning the item(s) to us in the first instance.

I love the item(s) supplied but I want to exchange for a different size

Please order the replacement article(s) required through the site as normal.  The replacement(s) will be despatched to you as quickly as possible.  As soon as we receive your returned item(s) we will immediately process a refund for the returned articles via the same channel that you used for payment of the order. Please return to: 

Schoolwear Direct

C/o Big Ben Trading FZT

Unit 206, Dubai Textiles City

Near Dragon Mart

Al Awir,

Dubai, UAE

Tel: +971 4 4343 558

But, you will have to pay postage or carriage charge for returning the item(s) to us in the first instance.

Will I receive any emails or letters from you asking me for my credit or debit card details or my bank account details?

Schoolwear Direct will never email to you or write to you asking for your credit or debit details or your bank account details, unless we have already been corresponding with you about an order.  If you receive any email or correspondence asking you for the details mentioned above, please DO NOT respond but forward the mail to us instead for our action.