FAQ - Frequently Asked Questions


How can I search for an item?

Simply either enter a keyword into the search box e.g. scarf, tie etc. or browse by category using the drop down menus at the top of the page.

How do I place an order?

Add the desired item to your shopping bag, selecting size, colour and quantity; you can then either continue shopping or proceed to the checkout to select delivery and make your payment.

How can I track my order?

You can track your order at any time by clicking the 'Your Order' link, sign in and then 'View Order', this will allow you to see you order's current status.

  • Order Received means your order hasn't been processed yet.
  • Order Processing means your order has been packed up ready for despatch.
  • Order Despatched means your order has left our warehouse, and you will receive an email confirming despatch.
  • Order Part-Despatched means part of your order has left our warehouse, and you will receive an email confirming despatch.
  • Order Cancelled means your order has been cancelled by either you or us.

Can I change my order?

Once an order has been placed and payment has been taken we are unable to change your order, however please feel free to contact us if you have an queries about this. See Contacting Us details below.

How do I cancel my order?

Please email us at shop@durham.ac.uk to cancel your order.

Where can I buy College merchandise?

We do hope to add college merchandise to the website in the future. In the meantime, you can contact your college directly, or buy from Gray and Son Robemakers Ltd on 0191 386 4168.

Where can I buy Team Durham merchandise?

This can be ordered from http://www.teamdurham.com/about/palatinate.


How secure is your website?

As secure as possible. We store any information given to us using the most advanced security software available for online transactions.

What payment methods do you accept?

We accept all major debit and credit cards.

When will I be charged?

Payment will be taken immediately after security checks from your bank have been authorised.


Can I order from overseas?

We can process orders from most countries around the world, please select yours from the drop down menu when placing your order.

How much will I be charged for international delivery?

Delivery to anywhere in Europe (outside of the UK) will cost you £7.95, USA and Canada costs £12.95, and the Rest of the World costs £12.95.

When will my order be delivered?

Delivery to Europe will take up to 10 working days, delivery to USA and Canada can take up to 12 days, and delivery to the rest of the world can take up to 30 days.

My order has arrived damaged/incorrect, what should I do?

Please contact us as soon as you receive your order, see options below. Please keep your items in their original packaging with all despatch notes and documents together.

Collect from Store

Can I place an order to collect from a store?

Yes, simply select the 'collect from store' option as your chosen delivery method, and select the outlet of your choice.

How will I know when my order is ready to collect?

You will be contacted when your order is ready to collect, we aim for this to be within 5 working days.

How long will I have to collect my order?

Please try and collect your order within 7 days; we will continue to try and contact you if your order is not collected.

What do I need to bring when collecting my order?

You will just need to bring a print out of your order and present it at the till point.

Returns and Refunds

What is your return policy?

We hope you'll be pleased with your purchase. If you should change your mind, and wish to return anything bought from us, we'll be happy to refund or exchange a product providing it's in a fully resaleable condition. Returns should be made within 28 days and in original, undamaged packaging.

How do I return an item?

You can return an item to us either directly to one of our stores providing you have your order note and the card it was originally purchased on. Alternatively, you can email us at shop@durham.ac.uk and we will contact you with instructions.

How long will it take for my refund to process?

We will process the refund immediately upon receiving the goods back into store or via courier, however your bank may take up to 5 working days to process the refund. If you have not received your refund after then please contact us on the details below.

Contacting Us

How can I contact Durham University Retail Office?

You can contact the Retail Team via email shop@durham.ac.uk, by telephone 0191 3342893 (00 44 1913342893 if from overseas) or by post Retail Office, The Mountjoy Centre, Maple Block, Durham, DH1 3LE

How can I give any feedback?

You can leave any feedback, or raise any queries with us using the contact details above, or click on the "Feedback" tab.