BTS Claims Process
As we move into the final stage of our Back-to-School season, we are now asking that any concerns regarding missing or incorrect items be submitted via our official claims form.This process helps us ensure all claims are reviewed fairly, accurately, and in a timely way. You can access the form here
Claims Close Date
All claims must be submitted by Friday 28 February.
After this date, we will not be able to investigate or process new claims (other than backorder items).
Before Submitting a Claim
Please ensure that:
- The pack has been checked thoroughly at home
- books have been opened and counted
- Pencil cases and zipped items have been checked internally
Families were asked to check packs at collection, and signage was displayed on site to support this process. We understand that items can sometimes be misplaced once packs leave the store, so we encourage a careful check before lodging a claim.
What Happens Next
Once your form is received:
- We will review the order against packing records and photos
- If required, we may contact you for additional information
- We will respond via email as soon as possible with the outcome
We appreciate your patience during what has been an extremely busy season, and we thank you for working with us through this structured process so we can resolve genuine issues quickly.
Access our BTS Claims Policy here