FAQ2021-10-19T10:50:21+08:00
What are the payment methods accepted?2021-10-17T17:25:20+08:00
  • For online purchase: We accept credit/debit cards.
  • For in-store purchase: We accept cash, credit/debit cards, PayNow and PayLah.

Note: We DO NOT accept Baby Bonus (CDA) for payment.

What is the delivery charge like?2021-10-17T17:26:08+08:00
  • For My First Skool (MFS): Orders above $80.00 are entitled to free delivery, whereas a $5.00 delivery fee per order applies for orders below $80.00.
  • For MY World Preschool, Primary Schools and Secondary Schools uniforms: A flat rate delivery fee of $6.00 per order applies, regardless of amount spent.
  • For primary and secondary school textbooks*: a flat rate delivery fee of $10.00 per order applies, regardless of amount spent.

* Online ordering of textbooks for self-collection in school/home delivery is only available during the annual year-end mass sales period (November-December).

Note: For orders that contain both school uniforms and textbooks, it will be regarded as a textbook order and thus, the delivery fee will be $10.00 per order regardless of amount spent.

I am a few dollars/cents away from meeting the minimum spending for free delivery. Can you please waive the delivery fee?2021-10-17T17:26:38+08:00

We apologize that we are unable to do so as the delivery fee goes directly to logistic partners that we partner with to fulfil your order delivery. If you do not wish to pay for delivery fee as your order is below the minimum spending amount, you may consider walk-in purchase at our showroom during our operating hours.

Can I cancel/amend my order after making payment?2021-10-17T17:27:06+08:00

No order cancellations, refunds nor amendments are allowed. The only exception where refunds are allowed is if the item(s)/size(s) that you ordered is out-of-stock.

What unit of measurement is used for the measurement of your products?2021-10-17T17:27:38+08:00

All our products are measured in inches. 1 inch is approximately 2.54cm.

Where can I view the size chart?2021-10-17T17:28:53+08:00
  • An account is needed before you can view the size chart and purchase the required items.
  • For My First Skool/MY World Preschool: Size chart is found at the bottom of each item’s page.
  • For Primary/Secondary School: Please use this size selection page as a guide on how to measure and determine your child’s uniform size.
My child is n CM tall/weighs n KG/is n years old, what size is recommended for him/her?2021-10-17T17:29:42+08:00
  • As people come in different shapes and sizes at different age, it is not possible to recommend sizes based on height/weight/age. You may use this size selection page as a guide on how to measure and determine your child’s uniform size.
  • Alternatively, you may bring your child, or a set of home clothes that they are wearing comfortably, to our showroom to try on or compare against the samples on display.
How should I measure my child to purchase their uniform?2021-10-17T17:30:54+08:00

For My First Skool/MY World Preschool:

  • Unisex T-shirt: measure chest circumference
  • Female Culottes/Boy Shorts/Unisex Shorts/Long Pants: measure waist circumference
  • Cardigan (My First Skool only): measure shoulder-to-shoulder

For Primary/Secondary School:

Which courier companies are you using?2021-10-17T17:31:26+08:00

We have partnered with Aramex and Ninja Van to fulfil customers’ orders.

Do you provide deliveries to schools/childcare centres?2021-10-17T17:31:54+08:00

No, we are unable to provide deliveries to schools nor childcare centers. In the event that a school/childcare centre’s address is provided as the delivery address, we will attempt to contact the customer via phone call and email address to request for a valid residential/office address. If there is no response from the customer after 3 working days, the order will be cancelled and fully refunded.

Can I place an order and opt for self-collection in your showroom because I need it urgently?2021-10-17T17:32:32+08:00

All orders placed online will be processed for home delivery only, strictly no self-collection* option for orders placed online. If you urgently need the uniforms, please walk-in to our showroom to purchase directly. You may use the live chat on our website, drop us a text message or call our office hotline to check on stock availability before making your way down.

*Self-collection option is only available for Primary and Secondary Schools uniform + textbook during the annual year-end mass sales period (November-December). You are required to strictly follow the allocated date and time slot to collect your items in your child’s school.

How long does it take for my order to reach me?2021-10-17T17:33:06+08:00

During the non-peak period, most of our customers receive their orders within 7 working days upon successful payment (excluding weekends and public holidays), unless otherwise stated on our website’s home page.

During the year-end peak period (annual year-end mass sales period from November-December), orders may take 10-14 working days to reach you(excluding weekends and public holidays), unless otherwise stated on our website’s home page.

I just realized my phone number/delivery address was entered incorrectly. What should I do?2021-10-17T17:34:06+08:00

Please inform us immediately via phone call or text message with your order number and the correct details. We will amend the details if your order has not been processed for packing and dispatching.

If your order has already been dispatched, we will do our best to contact our courier partner to amend the necessary details. They may also contact you at your mobile number to verify your delivery details before they attempt delivery.

Should the parcel be returned to us as a result of incorrect information provided by you, we will NOT refund the delivery fee. Redelivery fee will be applicable at $6.00 per delivery.

Can I choose my preferred delivery date and time?2021-10-17T17:34:47+08:00

No. Delivery will be made on weekdays between 9am-6pm. There will be no delivery attempts on weekends and public holidays.

What if no one is at home on the day of delivery?2021-10-17T17:35:50+08:00

Our courier partner will contact you the day before/on the day of delivery. If there is no one home to accept the parcel, you may liaise with them to reschedule delivery to your preferred date, or you can instruct them to leave the parcel at your gate/in the riser/in your shoe cabinet at your own risk.

My child will be starting school soon, could you please expedite the delivery?2021-10-17T17:36:21+08:00

We are unable to expedite delivery for any order as orders are dispatched in sequential order. If you need the uniforms urgently, we strongly recommend you to walk-in to our showroom during our operating hours to purchase them on the spot.

I just placed an order and realized that I’ve forgotten to add in item(s)/selected the wrong item(s)/size(s), can you help me to add on item(s)/change the size(s) before you dispatch my order?2021-10-17T17:36:57+08:00

We are unable to make any changes to the order once the payment has been confirmed. This is to ensure that orders can be packed accurately and dispatched immediately. Kindly review your order before making payment.

How can I know if my child’s school uniform is available for online purchase?2021-10-17T17:37:30+08:00

Please refer to our home page under “Online purchase for school uniform (HOME DELIVERY ONLY)”

What is the exchange policy?2021-10-17T17:38:39+08:00

To qualify for an exchange, the following criteria must be met:

  • Uniforms must remain in its original packaging
  • Uniforms must remain in its original condition i.e. unstained, unaltered and unwashed*

* Uniforms would be considered as washed if they were soaked in water even without washing with detergent

Failing to meet the above criteria would result in your uniforms being rejected for exchange, no appeals will be entertained.

An exchange can only be done ONCE per order number, within 14 calendar days from receiving your order.

How can I exchange the uniforms?2021-10-17T17:40:54+08:00

Option 1:
By walking into our showroom – Please quote your order number and bring along the exchange form. Please download the form here.

Option 2:
By post – mailing fee will NOT be reimbursed. Customers are strongly encouraged to use traceable postage/courier services (e.g. SmartPac/Registered Mail). Asencio will not be responsible for lost parcels should customer opt for Normal Mail i.e. no tracking details available. Please also include the duly completed exchange form in your parcel to be sent back to us for exchange. Upon receiving the items to be exchanged, Asencio will process the exchange within 2 working days and courier the items back to customers.

The uniforms I have ordered do not fit my child. What should I do?2021-10-17T17:41:19+08:00

Please refer to point 1 for our exchange policy, and point 2 on how you can exchange the items.

I received defective or wrong items/there are items missing from my order. What should I do?2021-10-17T17:42:20+08:00

For defective/wrong items received: Please drop us an email with your order details* and photo(s) of the defects, we will provide a Smartpac envelope for you to return the defective/wrong item(s) to us. Mailing fee will be borne by Asencio.

For missing items: Please drop us an email with your order details* and the item(s) that you did not receive. We will arrange to send out the missing item(s) at our soonest.

*Order details refer to your order number, item(s) + quantity + size(s) you have ordered

Why are the uniforms discolored/moldy after washing? Can I exchange?2021-10-17T17:44:09+08:00

The uniforms can become discolored/moldy if they are washed or treated improperly. Users should follow the washing instructions label on the t-shirt.

The uniforms should be:
✓ washed with similar colors and turned inside-out,
✓ machine wash cold,
✓ tumble dry at low heat,
✓ ironed inside-out,
✓ fully dry before keeping into your cupboard.

Please do not:
✘ soak the uniforms,
✘ use bleach nor fabric softeners,
✘ pile clothes while damp.

We do not provide exchanges for uniforms caused by rough-handling or normal wear and tear.

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