FAQS（English)
中 | EN

ONLINE ORDERING FAQS


 I’m a new customer, where do I start? 

Please refer to the ‘How to order online instructions’ pdf.

 

 What to do if you can't register in the online shop? 

Usually, this is because the form of communication you have listed as your identity correspondence has already been used.  Try using another form of identity communication.   If the problem continues, please contact K12 Customer Services.

 

 Why do I have to provide the information about my child? 

Your orders are sent to the school, whereby the administration will then deliver them to your child. To ensure the items are correctly passed to your child, we need to provide detail information of who is to receive each delivery.  We have worked with the schools to carefully structure the required child’s information as to ensure the correct order is passed to your child. 

 

 Can I modify my child’s information? Eg. new class/grade/year level? 

You are able to edit your child’s information at any time, by simply clicking on your child’s name at the top of the online shop webpage, and selecting edit next to his/her name in the popup name selector. We recommend this to be done at the start of each school year.

 

 What if I have more than one child? 

The system has been designed to allow you to register more than one child.  By clicking on your child’s name at the top of the page, you will be taken to the child selection landing page.  You can register another child or select from your pre-registered children.

 

 How can I retrieve a lost or forgotten password? 

If you have lost or forgotten your password, log on to ‘Forgotten Password’ on the log in page: after entering your email address, you will receive an automatic message in your email inbox with instructions to reset your password. If the problem persists, please contact K12 Customer service.

 

 How can I change my registration information? 

Access your personal Dashboard.  Select your name on the top of the page. You will be redirected to your personal dashboard section.


In this section you can see the information provided during registration and you can change it at any time.

 

 How do I purchase products in the online shop? 

Please refer to the ‘How to order online instructions’ pdf.

 

 How to choose the correct size uniform for your son/daughter? 

Once you have entered the product detail page, you will find all the specifications for the chosen garment. You will also find a size guide table that will give you the anatomical indications, so that you can identify the most suitable size for your son/daughter. We suggest consulting the table to be sure about the measurements.

 

 Once I have chosen the products, how can I finalize the purchase? 

In order to finalize your purchase, you have to click on the button, "Pay now", or the shopping cart image.

You will automatically be redirected to the cart landing page where you can decide whether to proceed to check out or continue shopping for other items.

While on the initial shopping cart page, you can either change the number of items you wish to purchase or remove them from the cart. 

You will then be prompted to provide a shipping and billing address.  The listed default shipping address is the school. As this is where all deliveries will be sent.

In the next step you must choose from the various payment methods available.

 

 Does adding products to my cart commit me to purchasing them? 

No. You can add as many items to your cart as you like and you will have the option to delete any of them on your shopping cart page.

 

 When is the purchase procedure concluded? 

After entering the information necessary for payment, you are redirected to the confirmation page containing the order number and date.  After completing the procedure, you will receive an order confirmation email containing a summary of all the details.

If you do not receive any message within 36 hours, please contact K12’s Customer Service.

 How can I be sure that I have carried out an order correctly? 

You will view a message that confirms your order has been successfully placed.  Shortly afterwards, you will receive an order confirmation email. 

You can also enter your personal dashboard section and check the status of all your orders.

 

 How can I check the order status? 

By accessing your personal dashboard section and clicking on “My Orders” you will be able to see a list of all your orders.  Click on the order that you want to check to view specific details. The Customer Services Team is always available to provide additional support.

 

 How long will it take to receive my order? 

Processing and shipping times will fluctuate based on the time of year you order. We dispatch most stock products within 1 business day from payment. Your order should be delivered within 3 days.

 

 How will my order be delivered? 

Your order will be delivered to your child at school.

 

 What Payment methods can I use? 

We accept Wechat pay, Alipay, most Chinese bank cards and credit cards.  Please note, that if you access the online shop through Wechat, you will only be offered Wechat pay as your payment option.

 How do I change or cancel my order? 

We aim to send your orders out as quickly as possible, so unfortunately, we can’t guarantee that we will be able to change or cancel your order before it is despatched.

If you do wish to change or cancel your order, please contact K12 Customer Services and we’ll do our best to accommodate your request.

Exchange

Please check the full Exchange policy that can be accessed from the Exchange button at the top of the online shop homepage, or along the bottom of any page.

 

 I purchased the wrong size, can I exchange it for another size? 

Not a problem, we will happily arrange an exchange for you.  Please carefully read the full Returns policy that can be accessed from the Exchange button at the top of the schools online shop homepage.

All exchanges must be sent with a Returns form that can be downloaded from the link within the returns policy.

 

 I received the wrong item. What do I need to do? 

If you receive the wrong item/items, please contact K12 Customer Services with the following information:

* Your order number

* What you have received

Please do not return any wrong items until advised to do so by a member of our K12 Customer Services.  We will work with you to exchange as quickly as possible.

 

 Something is missing from my order? 

We may have removed the item from your order due to it being out of stock, so please check your email as we will have notified you.

Your order may also have been sent in separate parcels, however we will have notified you via email if this is the case.

If you haven’t received an email notification about any changes to your order, but you are still missing an item, please contact us immediately with the following information:

* Your order number

* Missing item(s)

Our support team will look into the matter and will resolve the issue for you as quickly as possible.

All claims for missing items must be made within 3 days of the delivery date.

How to order | FAQS (English) | FAQS (한국어） | Exchange | Privacy | Contact Us
粤ICP备17118465号-1
Successfully Added to Cart!

Student Information

Submit 
      [
    {
        "types": [
            ""
        ],
        "vendors": [
            ""
        ],
        "products": [
            ""
        ],
        "title": "NOTICE 注意事项",
        "content": " All goods will be delivered to school, not your house address. ++所有产品都将送到学校由老师分发给学生。"
    },
    {
        "types": [
            ""
        ],
        "vendors": [
            ""
        ],
        "products": [
            "p001446",
            "p001445"
        ],
        "title": "NOTICE 注意事项",
        "content": " * 如有缺库存的码数，建议选择其他码数或其他颜色。++*For sizes sold out, you can choose polo shirts in other sizes or colors."
    },
    {
        "types": [
            "SSIS+Volleyball"  ,  "SSIS+Basketball"  ,  "SSIS+Football" ,  "SSIS+Athletics"
        ],
        "vendors": [
            ""
        ],
        "products": [
             "",
            ""
        ],
        "title": "NOTICE 注意事项",
        "content": " * 定制名称格式：名+姓的首字母，例如：EASON C++*Personalized Name : First name+first letter of surname,++ for example: EASON C ++++* The Number on shirt will be given by School/Coach. ++衣服背后的号码将由学校老师分配。++++All goods will be delivered to school, not your house address. ++所有产品都将送到学校由老师分发给学生。"
    },
  
    {
        "types": [
            ""
        ],
        "vendors": [
            "v000049"
        ],
        "products": [
            ""
        ],
        "title": "NOTICE 注意事项",
        "content": "* {All goods will be delivered to the  submitted address. ++所有衣服都将寄到您填写的订单收件地址。}++++* The Number on shirt will be given by School/Coach. ++衣服背后的号码将由学校老师分配。"
    },
  
    {
        "types": [
            "High+School+Grade+9-12-Volleyball"  , "High+SCHOOL+9-12+Badminton"  , "High+SCHOOL+9-12+Basketball"  , "100&ty=High+SCHOOL+9-12+Football"
        ],
        "vendors": [
            ""
        ],
        "products": [
            ""
        ],
        "title": "NOTICE 注意事项",
        "content": "* This product is temporarily unavailable, please pay attention to the notice of the school for the next order period.  ++产品因关店暂无法下单，开店时间待学校通知。"
    },
 {
        "types": [
            ""
        ],
        "vendors": [
            ""
        ],
        "products": [
           "p001203",
          "p001253"
        ],
        "title": "NOTICE 注意事项",
        "content": " MOQ (Minimum Order Quantiy)： {10pcs}.++本产品最低起订量为{10件}。++++ If the total quantity cannot meet the MOQ ,after order period ends, we will arrange full refund.++若订单总量不能满足最低起订量，在预购期结束后，我们将安排全额退款。++++All goods will be delivered to school, not your house address. ++所有衣服都将送到学校由老师分发给学生。"
    },
 {
        "types": [
            ""
        ],
        "vendors": [
            "v000043"
        ],
        "products": [
           "",
          ""
        ],
        "title": "NOTICE 注意事项",
        "content": "There are four scheduled order dates.  Orders will close at 11:59 PM on each of these dates.++++ If the Minimum Order Quantity (MOQ) is met, production will begin immediately and delivery can be expected within 2 weeks (±3 days).++++If the MOQ is not met, you will be given the option to either:++++Receive a full refund, or Hold your order to be included in the next cycle, with delivery expected within 2 weeks of the next confirmed order. "
    },
 {
        "types": [
            "SSIS+Frisbee"
        ],
        "vendors": [
            ""
        ],
        "products": [
           "",
          ""
        ],
        "title": "NOTICE 注意事项",
        "content": "Seasonal order, as a warm up top at the discretion of the program lead (coach).++赛季的热身产品，等待项目负责人（教练）通知购买。 "
    },
 {
        "types": [
            "SCIE++Prefects","SCIE+SELT"
        ],
        "vendors": [
            ""
        ],
        "products": [
           "",
          ""
        ],
        "title": "NOTICE 注意事项",
        "content": "Pre-order period: {3/6/2025~30/6/2025}  ++Delivery time: Will be delivered to the address you fill in when you place the order around mid-August. ++++预购期: {2025年6月3日-6月30日}  ++出货时间: 预计在8月中旬邮寄到订单填写的地址。"
    },
 {
        "types": [
            "SSIS+SUPPORTER+WEAR","SSIS+ACCESSOIRES"
        ],
        "vendors": [
            ""
        ],
        "products": [
           "",
          ""
        ],
        "title": "NOTICE 注意事项",
        "content": "Products in this category require meeting the Minimum Order Quantity (MOQ) per batch {(minimum 10 orders)}.  Completed items {will be shipped collectively to the school for teacher distribution.}  If your wait time is extended, contact K12 customer service to inquire about your order status.  If production hasn't started, you may opt for a full refund or keep your order.  ++++此类别的产品需满足最小起订量方可生产，每批次各个产品至少要满足{10个订单}。产品完成后将{统一寄到学校，由老师分发}。若您等待时间较长，可联系K12客服查询订单状态；如尚未安排生产，您可选择全额退款或保留订单。"
    },
 {
        "types": [
            "SSIS+ALL-SISAC+Kit"
        ],
        "vendors": [
            ""
        ],
        "products": [
           "",
          ""
        ],
        "title": "NOTICE 注意事项",
        "content": "{The pre-sale period has ended.} This batch of orders is currently being produced. {They will be uniformly sent to the school before the summer vacation and distributed to the students by the teachers}, not to the address . If you  still need to order MS uniforms，please pay attention to the notice of the school for the next order period.++++{预售期已结束}，本批次订单正在生产中，完成后将在{暑假前统一寄到学校}，由老师派发给学生（不是寄到个人地址），如果您还需订购MS球服，请等待老师发布再次开放预售购买的通知。 "
    },
 {
        "types": [
            "SCIE+20%25off"
        ],
        "vendors": [
            ""
        ],
        "products": [
           "",
          ""
        ],
        "title": "NOTICE 注意事项",
        "content": " 新款校服启用后，旧生可继续穿着旧款校服。++Existing students can keep wearing the old uniforms after the new ones are implemented.++++清仓商品恕不支持退货；如需换码，请先联系K12客服咨询是否有库存可更换。++Please note that clearance items are non-refundable. lf you need a size exchange, please first contact K12 Customer Service to check if there is any stock available for replacement."  
},
  
    {
        "types": [
            "SSIS+Volleyball","SSIS+Basketball","SSIS+Football","SSIS+Athletics"
        ],
        "vendors": [
            ""
        ],
        "products": [
            ""
        ],
        "title": "NOTICE 注意事项",
        "content": "* This product is temporarily unavailable, please pay attention to the notice of the school for the next order period.  ++产品因关店暂无法下单，开店时间待学校通知。"
    },
  
    {
        "types": [
            "Metal","Fire","Wood","Water"
        ],
        "vendors": [
            ""
        ],
        "products": [
            ""
        ],
        "title": "NOTICE 注意事项",
        "content": "新款校服{2025年7月25日}起售, 预计在{8月中旬}在学校现场派发。++++The new school uniforms will be available for sale from {2025/7/25}, and are expected to be distributed at schools {in mid-August}."
    }
]