FAQ

Delivery

How long will it take for my order to be delivered?

The Giftshop is closed throughout the Summer period. Please note there may be delays in the dispatching orders as we will be only operating 1 day aweek. 

How much will my delivery cost?

Our Royal Mail service ensures your order is signed for and the cost of this is £5.99. Delivery via this method usually takes 2-3 working days from despatch.

If you have any queries about the carriage for your order, please contact us at any time and we will be happy to help you.

What countries do you deliver to?

We can dispatch worldwide to any country. Please note different delivery charges may apply. International carriage costs are estimated at the time of check out subject to delivery location and order weight however for costs specific to your country, please contact us with your details and we will give you an accurate cost.

Can I track my delivery?

Upon dispatch, you will be sent an e-mail with your unique tracking number.

Do I have to pay import duty on my order?

Any standard import duties you already pay on goods arriving from outside your country will still apply to Northumbria University merchandise purchased from this website.

Will my products arrive at the same time?

Where possible, we try to deliver in one go. However if there is a stock shortage on a particular item, we may send out multiple shipments. You will not be charged for any additional shipping costs.

Can I contact someone about my order?

If you need to contact someone regarding your order please contact us.

What happens if I have been sent the wrong items?

You must inform us within 5 working days of receiving an incorrect order. We will send you a returns document to complete and then we will arrange collection of the goods. If you inform us after 5 working days, we cannot accept returns.

What happens if my order/package arrives damaged?

If your order is damaged please contact us and we will arrange collection of the damaged items. Once these items have been processed at our warehouse, you have the option of either a refund or a replacement item.

Title – Brexit - Duties Customs and VAT.

Following the UK’s exit from Europe and in line with customs regulations, we need to advise that any deliveries outside of the UK for both consumer and businesses may be liable for additional duties and VAT that will require payment in order to clear customs. This will be dependent on the value, country of origin of the products ordered and the country destination.

For any further information please contact us. 

Can I return a faulty item?

We promise to refund, or exchange any items that are faulty within 30 days from date of delivery. The faulty item will be inspected before refund/exchange to ensure it has been treated in accordance with the care instructions outlined on the item. A refund will not be issued if the item has been misused in anyway and this has caused the fault. For further information, please refer to our Terms and Conditions.

Please login to your "Account" area to complete our online returns form. Alternatively, you can follow the below process:

Please include a copy of your packing slip in your package detailing which items are to be returned for a refund/exchange.

Please return your items to:

Shop at Northumbria - Returns

Post Room

Trinity Building

Northumbria University

NE1 8ST 

Please note it is your responsibility to return any items to us. We recommend using a recorded service and obtaining a proof of postage receipt. It can take up to 14 working days to process your return from the time it is received at the returns department.

If you are returning items for a refund because they are faulty we will refund you the price you paid for the item (including delivery charges) and any reasonable costs incurred by you in returning the item to us.

Can I cancel my order?

You can cancel this contract up to 14 days following the day on which the order is delivered.

For more information please see our Terms and Conditions or Cancellation Instructions Form. Please note this right of cancellation does not apply to any goods that you have ordered which have either been made to your specification or personalised (e.g. with your name or team number) or which are sealed and are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

Ordering

What payment methods do you accept?

We accept payments by credit or debit card.

How secure is it to use my credit/debit card with online payments?

Card details are sent directly to our card processing provider, encrypted using their SSL certificate. At no point in the ordering process are credit card details stored by our website.

University Staff Orders

Members of staff at the University can place orders online for delivery.

Please contact us with your details and we will register an account for you. Once registered you can choose which delivery method you require and pay by card or invoice.

If you need to contact someone regarding your order or any bespoke merchandise enquiries please contact us.

Product

What branding processes do you use to apply logos to garments?

We use several processes to apply logos to garments:

Transfer print- An image is printed on to a specially coated transfer paper. The printed paper is then placed face down on to the fabric, heat is applied and the image is transferred to the fabric.

Screen print- Most commonly used to print logos on to clothing, the logo is applied using a screen that has been stretched on to a frame and to which a stencil has been affixed. The ink passes through the screen and the stencil determines the image that is printed.

Admin

What if I have forgotten my login details?

Please contact us and we will issue you a new password.

How do I check my order history?

Please login in to access your account and order history.

Legal

What is your privacy policy?

Click on the link to see our privacy policy.

What is your cookie policy?

Click on the link to see our cookie notice.

What are your terms and conditions?

Please click on the link to see our terms and conditions.

Academic Transcripts

For any queries about academic transcripts or certificates please follow this link.