FAQs

Here are answers to our most frequently asked questions:

Ordering

 

Q: How long will my order take to arrive?

A: For home deliveries your order can take up to 14 working days to be produced, collated, packed and despatched.  All orders are despatched in the order we receive them and the busiest times of year are August, September and October. 
For college deliveries your order will be delivered in a bulk delivery at the beginning of term.  If you require your order sooner, please call our team on 01709 372345 (additional shipping costs may apply)

Please place your order as early as possible and allow plenty of time before your course starts to ensure your goods arrive in good time. 

Q: Can I place my order over the telephone?

A: We are unable to accept orders over the telephone and your on-line order form is part of our production process. 

If you are unable access this system for any reason, please contact your College to confirm the correct access code for your course or contact us at students@russums.co.uk / 01709 372345 with any technical queries.

Q: What payment method can I use?

A: You can pay by credit card, debit card and PayPal. 

Q: Can I pay with vouchers?

A: Your College may have asked us to accept payments using a voucher issued by your College.  If this is the case a voucher payment button will show on the payment page. 

If you have some Russums vouchers and wish to pay by voucher please contact us for further instructions.

Q: My payment won’t go through?

A: If you are having trouble with your payment card, please ring your bank or try an alternative method such as PayPal.  If you are still experiencing problems please call us on 01709 372345.

Q: Can I place more than one order?

A: You can place as many orders as you like (e.g. Food Preparation course + Food Service course + Additional Items). 

Simply place the kits into your basket or add ‘Replacement-Additional’ items as required.  When you check out you will set up a password and you can use this to order in the future.

Please note that each individual student’s order(s) will need to be placed separately (i.e. you cannot order for two or more different students under the same student’s name, each will need a different account to track the order).

Q: How do I place a repeat order?

A: Simply log in to the site with your password and complete your order.

Q: I think I’ve made a mistake with my order what should I do?

A: Please call us as soon as possible on 01709 372345 or email students@russums.co.uk. If your order has custom embroidery or knife engraving we are unable to make changes once this has been completed.

Q: Can I change my order?

A: Please call us as soon as possible on 01709 372345 or email students@russums.co.uk. If your order has custom embroidery or knife engraving we are unable to make changes once this has been completed.

Q: Can I cancel my order?

A: If you need to cancel your order please email us at students@russums.co.uk as soon as possible stating your name, order number and order details. If your order has custom embroidery or knife engraving we are unable to refund these items once this has been completed.

Q: Can I order for somebody else?

A: Yes, providing you have all the details and sizes you need.

Q: Can I pay extra to get it faster?

A: Our team will be working very hard to get your goods to you as fast as possible, this may take up to 14 working days during our busiest time.  All orders are despatched in the order they are received and personalised goods may take longer than those without.  In the interest of fairness to all our customers this is the standard service we offer.

Q: I want to order items I can’t see on the site?

A: The items listed on this site are just those recommended or required to attend the courses offered by your College. The main Russums website contains thousands more catering products, equipment and clothing at www.russums-shop.co.uk

Q: Can I combine a student order with a order from the main Russums website?

A: The College website and main Russums website are totally separate and orders are processed separately, therefore unfortunately you cannot combine orders from the two. Once you have completed your first order on the student site you will have been asked to create a password and you can use this on either the student site or our main Russums website at www.russums-shop.co.uk

Q: How old do I have to be to order knives?

A: UK law states that you need to be 18 years of age to purchase knives.

If there are knives on your order form you will need to be 18 years of age to place the order, alternatively you must ask a parent or guardian to complete the purchase for you. You will be asked to accept our terms and conditions and by doing so and completing the order you are stating that you are 18 years or over.

Q: Can I order now and pay later or in instalments?

Payment must be made when the order is placed. We are unable to accept payment in instalments or to the delivery driver.

Q: Can I start my order and save it for later?

A: There is a ‘SAVE BASKET’ icon above the pricing column when you view your items in the basket page, simply click on this and follow the instructions provided.

Delivery

 

Q: Where will my order be delivered?

A: Your College will have asked us to despatch your goods to either your home address, your college address or a choice of either. If your College has specified ‘home delivery’ you can select your home or an alternative address such as a workplace or relative. If your College has specified ‘College delivery’ your order will be delivered to your College for the attention of your lecturer, technician or a department contact. 

Q: How will my good be delivered?

A: Goods for ‘home delivery’ are usually delivered by FedEx on a tracked and signed for delivery service. Please note that we do not leave parcels in garage / greenhouses as they may contain knives.

Q: Can I change my delivery address?

A: You can specify your required delivery address at the point of ordering. If at some stage before delivery you need to change this address please call us on 01709 372345 as additional security checks will be needed. Please note that we do not leave parcels in garage / greenhouses as they may contain knives.

Q: Can I specify a future delivery date?

A: Yes, please tell us when you would like delivery (after 14 working days) in the ‘additional information’ box when checking out. We will do our best to deliver close to that date.

Q: Do you deliver at weekends?

A: Our carriers only deliver on standard working days, Monday to Friday, (excluding bank holidays).

Q: My order is being delivered to College, how do I find it?

A: If your order has been delivered to your College it will have been sent for the attention of your lecturer, technician or a department contact for distribution.

Q: Do I need to be at home to take delivery?  What if I am out?

Someone will need to be in to take delivery of your kit and our carriers will ask for a signature. If you are out when the delivery is attempted a card will be left with instructions on how to arrange for an alternative delivery.  It is also possible to arrange to collect the item from the FedEx’s local depot.  You will need proof of identity when collecting.

Q: Will you notify me when my order is despatched?

A: An email advising you that your parcel has been despatched will be sent to you when it is ready to leave our warehouse.

Q: I live outside the UK, how do I get my delivery?

A: We can ship to most countries, please select your country from the delivery destination at the check out page and follow the instructions.  If you do not see your country listed please contact us at salesteam@russums.co.uk. Alternatively it may be easier and cheaper to ship directly to your College for you to collect there, therefore please confirm with your College that this will be acceptable and then advise us of a delivery contact.

Sizing & Products

 

Q: How do I know what my size is?

A: All sized products feature a ‘size guide’ at the side of the size selection box.  Please click on it and it will show you what measurements are needed to determine your correct size. Please note garments have a unique size guide and so please look at each one to make your choice.  For example, not all ‘Mediums’ are the same and we may use different manufacturers for different products. If you are unsure about your measurements or size please contact us at students@russums.co.uk or 01709 372345 for help and advice.  For example, a 36” chest measurement may need a larger garment if you are 6’4” tall.

Q: How do I measure myself?

A: Please see our online guide at How to Measure

Q: I can’t see my size, what should I do?

A: We pride ourselves in fitting out every student irrespective of shape and size. If you have requirements outside those available on the site please contact our sales team students@russums.co.uk. Please note that specially manufactured and extreme sized garments may be subject to an extra charge and a longer production time.

Q: Can you make alterations to a garment for me?

A: Please contact us with your College and course details stating what alterations you require and we will do our best for you. students@russums.co.uk

Q: Can I have short sleeves?

A: If ‘short sleeves’ have not been listed on the order form then your College will have specified long sleeves.  This is often a safety consideration and is not optional.

Exchanges, Returns & Refunds

 

Q: Can an embroidered/altered garment be exchanged or refunded?

A: We cannot exchange or refund embroidered or altered garments.

Q: I’ve decided not to attend the course, can I return my items?

A: You can return unused items within 30 days of receiving them.  The items must be in perfect condition with their original packaging and tags. We are unable to accept returned items that have been customised, embroidered or engraved. It is your responsibility to pay postage on returned items and we recommend the use of a recorded postal service like click and collect or through the Post Office.

Q: An item doesn’t fit, can I exchange it?

A: Catering clothing should be loose fitting to allow easy movement when working.  Chef jackets and trousers will often feel quite baggy, this is normal. 

Please ask your lecturer for advice if you are unsure.

If you feel that an item does not fit please return it to us using the form included in your original package.  If you have misplaced it a form can be printed here

Q: I don’t like the style, can I change it for an alternative?

A: The style has been selected and specified by your College for your course and cannot be changed.

Q: How long does an exchange take?

A: Exchanges are dealt with as soon as we receive them. We will endeavour to organise your exchange as quickly as possible, even at the very busiest time of year.

Q: Can I get a refund?

A: Items can be refunded if they are returned to us in perfect condition and with their original packaging and tags. Customised, embroidered and engraved items cannot be refunded.

Q: How long does a refund take?

A: Refunds can take up to 14 working days.

Q: Where will my refund be paid to?

A: Refunds will be issued to the card that was used to make the original payment.

Q:Where do I return my items to?

A: Items should be returned to:

Exchanges & Returns Dept.

Russums

Edward House

Tenter Street

Rotherham S60 1LB

Q: My order was originally sent to my College, where will my exchanged item be sent?

A: If your order was sent to your College, your exchanged or replacement items would also usually be sent there unless you requested a delivery to your home address.

Q: An item is damaged what should I do?

A: Please contact us at returns@russums.co.uk

Q: My embroidery/engraving is wrong what should I do?

If you have ordered an item that doesn’t fit or have specified the wrong embroidery details you will need to place a new order.  Unfortunately we are unable to exchange or refund items with incorrect embroidery as they cannot be re-sold. If the embroidery error has been made by Russums please contact us and we will put it right for you. returns@russums.co.uk

Miscellaneous

 

Q: I’m not sure what course I’m on?

A: Your College should have given you the information about which course you are enrolled on.  If you are unsure please ring your College as unfortunately we do not have this information.

Q: I don’t need the full kit what should I do?

A: When you have navigated to the course you are on you will have the option to either order a full kit (‘Essential Course Kit’) or individual items (‘Supplementary Items’ if available). If you do not require a full kit then please select the items you need from the section marked ‘Supplementary Items’ if this is available for your course.

Q: How many letters can my embroidered name feature?

A: If there are more than 17 characters in your name it may need to be embroidered on two lines, depending on your jacket size and the space available for embroidery.

Q: Can I use a nickname for my embroidered garment?

A: No, your College has specified how your name should be embroidered. Please provide your full name and we will do the rest.

Q: I don’t want embroidery on my garment can I order without?

A: If the garment is for a catering course then your College will have specified if embroidery is required. If you need a jacket for work outside of College hours please visit our main site www.russums-shop.co.uk where you will be able to purchase plain jackets and other items.

Q: Can I have more letters engraved on my knife?

A: Engraving is intended to be a way to identify your knives as yours. You are limited to 3 letters.

Q: Can I have knives without engraving?

A: If the knives are for a catering course then your College will have specified if engraving is required. If you need knives for work outside of College hours please visit our main site www.russums-shop.co.uk where you will be able to purchase knives without engraving.

Q: I think I have something missing from my kit?

A: Please check the box and packaging very carefully.  Some items are very small and may be packed in a separate box with the packaging. The knife wallet containing the knives will often have extra pockets that are not used or filled. This is normal and enables you to add items to your knife set at a later date. If you think you are missing an item in your kit please email students@russums.co.uk stating your name, order number and order details and we will look into it for you.

Q: There are empty pockets in my knife set, is something missing?

A: The knives in your wallet will have been carefully chosen by your College and have been packet into a wallet that may have more pockets than knives. This enables you to add to your collection in the future.

Q: Can I change what’s in my knife set?

A: The knife set contents has been specified by your College. If you require just part of the set you will need to select the items from the ‘Replacement-Additional items list. Further additional items can be purchased from our main site www.russums-shop.co.uk.

Q: Is there a guarantee with my goods?

A: All Russums products are covered by a 12 month guarantee against faulty materials and workmanship.  Please see our terms and conditions for full details or contact us for further information about particular product returns@russums.co.uk

Q: I have an item to follow or only part of my order has been received?

A: If you have a note in your delivery saying there is an item ‘to follow’, this will be sent to you as soon as the item is available from our suppliers.

Q: Can I collect my goods?

A: We have a showroom on Hope Street in Rotherham (S60 1LB) if you live locally and would like to purchase your goods in person.  Please bring a printed copy of your order / kit list and we will be pleased to serve you. Please call to confirm if you are travelling from a long distance as it can take up to an hour to try on the garments and process your order.

I have a question not covered here?

Please contact us at students@russums.co.uk with any questions you may have and we will be pleased to try and help.

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