Frequently Asked Questions

Ordering

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/s to your shopping bag, selecting size (if applicable) and quantity; you can then either continue shopping or proceed to the checkout to select delivery options and make your payment using a Credit or Debit card.

How can I check my order status?

To check your order status, click on the ‘Your Orders’ link at the top of the page, sign in to this website and then View orders.

  • 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 been sent, and you will receive an email confirming despatch.
  • Order Part-Despatched means part of your order has been sent 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 on merchandise@napier.ac.uk if you have any queries about your existing order.

How do I cancel my order?

Please email us at merchandise@napier.ac.uk to cancel your order. Please refer also to our Terms and Conditions and Returns Policy.

What can I do if my order fails to arrive?

If your order has exceeded the expected delivery timescale as set out below, please contact us merchandise@napier.ac.uk and we will happily look into this.

Payment

What payment methods do you accept?

We accept all major Credit and Debit cards with the exception of American Express

When will payment be taken from my account?

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

Do you accept High Street vouchers?

Unfortunately we are not able to accept any high street vouchers, all payments must be made with a valid Credit or Debit card.

Do you sell gift vouchers for your online store?

Gift vouchers for the store are not available, all payments must be made with a valid Credit or Debit card.

Delivery

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 delivery?

UK £6.00
Ireland £11.20
Belgium, Netherland & Luxembourg £10.65
Italy, Spain, Portugal & Greece £17.70
Rest of Europe £20.50
USA/Canada £21.60
Rest of the World £29.60
Collection from Sighthill Campus FREE

For more information please see our Delivery guidelines.

When will my order be delivered?

All of our parcels are couriered via Parcelforce or DHL and require signature upon delivery.

Deliveries to the UK, Ireland, Belgium, The Netherlands, Luxembourg, Italy, Spain, Portugal, Greece and the rest of Europe can take up to 5 working days** and will be delivered using Parcelforce. DHL will deliver parcels to USA, Canada and the rest of the world which can take up to 5 working days**

** Please note that transit times given above are for guidance only. They are based on deliveries to major destinations, do not include time in customs and are provided as a guide only. Transit times can vary depending on the size and content of the parcel, as well as the destination locations within each country.

There may also be circumstances beyond DHL and Parcelforce’s control which affect transit times, such as adverse weather conditions

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

Please contact us on merchandise@napier.ac.uk as soon as you receive your order. Please keep your items in their original packaging with all despatch notes and documents together.

Click and Collect

Can I place an order to collect from a campus?

Yes, if you would prefer to collect your order, you can collect from our office at the Sighthill Campus free of charge between 9am and 4pm Monday to Friday. You can collect your order from:

Edinburgh Napier University
Room 5.B.24, Sighthill Campus,
Sighthill Court,
Edinburgh,
EH11 4BN

 

If you wish to choose this method simply select, "Collect at Sighthill" as your chosen delivery when you are placing your order. Your item/s will then be ready within two working days of receiving your order however this is subject to change due to national and local holidays as well as weekends.

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

Please note that for orders for collection from our Sighthill Campus, your order will be ready within two working days of receiving your Dispatched Email.

How long will I have to collect my order?

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

What do I need to bring when collecting my order?

Please bring a print out of your order.

Returns and Refunds

Information on returns and refunds is listed below, but please reference also our Returns Policy and Terms and Conditions.

What is your return policy?

We hope that you are pleased with your purchase from the Official Edinburgh Napier University Merchandise Store. If for any reason you wish to cancel your items before despatch, please contact us in writing by sending an email to merchandise@napier.ac.uk quoting your customer reference number.

If your items have already been delivered to you, you must send us notification within seven days of delivery. Email cancellation is effective from the date you send us the email. All returns should be sent back immediately in original, undamaged packaging and in a fully re-saleable condition – if this is not the case, the University may have a right of set-off. All purchases from the Official Edinburgh Napier University Merchandise Store are covered by the Distance Selling Regulations. For more information, please see our Terms & Conditions and Returns Policy.

What happens if I change my mind?

If, for any reason, you decide to change your mind and you wish to return anything that you have bought from us, we’ll be happy to refund or exchange an item provided it is returned to us in the same condition in which you received it. We will refund the purchase price in full, together with any original delivery charges that you paid for. The cost of returning items to us must be met by you.

What if an item is faulty?

Please contact us by email merchandise@napier.ac.uk, quoting your customer reference number, within seven days of receiving the products. You must return the faulty product to us in the same condition that you received it. We will attempt to replace the faulty product or offer you a full refund, we will also refund any reasonable charges that you incur in returning them to us.

How do I return an item?

You can return an item to us either by visiting the Sighthill office at the below address Monday to Friday 9am to 5pm, providing you have your order note and the Credit or Debit card that the product/s were originally purchased on. Alternatively, you can send the item back to us at the following address:

Edinburgh Napier University Merchandise
Room 5.B.24, Sighthill Campus,
Sighthill Court,
Edinburgh,
EH11 4BN

 

Refunds can only be made to the original card of purchase

** Please note the office will be closed on weekends as well as on Public and Christmas holidays **

How long will it take for my refund to process?

Refunds can only be made to the original card of purchase however we will process the refund immediately upon receiving the goods back into the office or via courier.

Please note 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 the Edinburgh Napier University Merchandise Office?

You can contact us via email merchandise@napier.ac.uk or by writing to us at Edinburgh Napier University Merchandise, Room 5.B.24, Sighthill Campus, Sighthill Court, Edinburgh EH11 4BN

** Please note the office will be closed on weekends as well as on Public and Christmas holidays **

How can I give any feedback?

You can leave any feedback, or raise any queries with us using the contact details above, or fill out your details on the "Get in Touch" form at the bottom of the website.