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FAQS

We’ve pulled together a range of answers to questions that we are regularly asked by our customers.

If you can’t find your question answered here, please contact us at sales@gogna.me and one of the team will get back to you.

Buying Online

Before you can buy online you need to register

It’s really easy to register on the website with your details, so that you can order online. 

How do I view items for my school?

Go to “Find your School” and start typing your school name and school name will appear. Simply click on your school name and your school items will be listed for you to buy.

Why do I need to register?

We ask you to register and login initially to simplify your checkout process. Your details will never be passed onto any third party and we will only email you to let you know about any promotions or events relating to your chosen schools. You may opt out of these emails should you wish.

How do I order?

Once you have registered or logged in, you can begin shopping.

Simply select your child’s school from “Find your School” and either select the school items you require or order a package deal and select your sizes. All items purchased will be added to your basket.  

Once you have added all the items you require please select the basket icon in the top menu and click ‘View Basket’.  This will take you to the payment page where you can complete your order.

Having difficulties? Contact our Online Customer Service Team on 0121 523 5572 or sales@gogna.me.

What happens if an item is out of stock?

You will still be able to purchase the item, and it will be dispatched to you at the earliest opportunity. Payment will be taken for the item at the point of placing the order to ensure items are automatically sent as soon as they are back in stock. You will only be charged for postage once, regardless of how many parcels are sent.

Why do you take payment for out of stock items?

This allows us to dispatch the item as soon as it comes into stock at our warehouse, meaning a shorter wait for you. No further shipping charge will be added regardless of the amount of parcels you receive. You can call us on 0121 523 5572 if you wish to pay when the item is ready to be dispatched, however our secure payment system does not store your payment details, in order to protect you, so we will need to contact you again to arrange payment.

Not all of my items have arrived, what do I do?

Some items from your order may be out of stock. The paperwork sent inside your parcel as well as your email dispatch confirmation should detail any items still to follow. If you wish to enquire about the delivery date for your remaining items please contact our Online Customer Service Team  on 0121 523 5572 or sales@gogna.me.

Managing your account

How do I log in?

For the first time: click Register at the top right-hand side of any page, choose a password (your password has to be at least 8 digits long and have at least one number and symbol !)($%/ and then click ‘Register’.

Once registered simply go to Login, enter your email address and password and you can then order from the site. 

How do I change my password?

Log in using your current password which will take you to ‘Your Account’ page. Select ‘Your Details’ and then ‘Password’.  Click ‘Update Password’ which will open a form in which you will enter your current password once and your new password twice. Select ‘Update’ which will permanently change your password. Please use this new password next time you log in.  If you encounter any difficulties please call our Online Customer Service Team  on 0121 523 5572.

I can’t log in, what do I do?

If you have forgotten your password you can click the Forgotten Password link to reset it via an automatic email at any time. You have 5 attempts to enter the correct password before your account is locked out. If you get locked out you will need to contact our Online Customer Service Team  on 0121 523 5572 or sales@gogna.me. 

How do I know what sizes to choose?

If you are unsure about sizing there is advice on measuring your child on our Sizing Guide Page. You can then convert their size for our most common items using the chart at the bottom of the page. If the item you wish to buy is not shown here please contact our Online Customer Service Team  on 0121 523 5572 or sales@gogna.me and they will be glad to advise you.

Returns

How do I return items?

You can return any item to us for a refund within 28 days (with a few exceptions – see our Returns Policy). Simply fill in the Returns section of the paperwork sent with your items, giving your reasons for return. Return the items in their original packaging (where possible) using the FREEPOST label included in the parcel. If you no longer have this paperwork, please contact Online Customer Service Team  on 0121 523 5572 or sales@gogna.me for the correct FREEPOST address. Please obtain a receipt of posting as returns remain your responsibility until they reach us.

For items sent incorrectly against your order or if an item is faulty please contact our Online Customer Services Team on 0121 523 5572 and sales@gogna.me to discuss the return.

For all other enquiries regarding returns, please contact our Online Customer Service Team on 0121 523 5572 or email us at sales@gogna.me.

What do I do with faulty items?

In the first instance contact our Online Customer Service Team  on 0121 523 5572 and they will advise on the returns process. Items should be returned within the first 6 months of purchase and will be inspected; if considered to be faulty due to a manufacturer fault, items will be replaced like-for-like or given a refund at the purchase price. We will need to see the fault in order to proceed with a refund, so you may be asked to take the item to a store or to send a photo if this is not convenient. Items over 6 months old will be dealt with at the discretion of Gogna Schoolwear & Sports Ltd.

How do I leave feedback about the service received?

We value your feedback. Please either email your feedback directly to our Head of Online Customer Services Team at sales@gogna.me who will appreciate your feedback. 

Are you a school or a club please complete contact form below.




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