Got a Question?
Hopefully we can answer it for you below! If not, please don't hesitate to contact us on shop@durham.ac.uk
Order FAQs
How do I track an order?
How do I place an internal/department order?
If you are a staff member looking to place an internal order.
Simply login to your account and you should see internal pricing. Add the items you require to the basket and when checking out choose to take the payment offline. You will be asked to fill in some details. Please use the internal delivery address in the shipping address and input your account codes in the box which requests it. You will receive an email when your order has been dispatched.
If you haven't got an account or are not seeing internal pricing, please create a login by clicking on the person icon in the top right corner of the website. Then scroll down to the department sign up form, fill in your details and submit. We will then receive a notification and assign you with a staff profile once we have checked your application.
Any questions, please email shop@durham.ac.uk
Do you offer student/staff discount?
We do not offer student or staff discount however at various points of the year there may be a sale across some items.
Can I change my order?
If you wish to change your order before it has been dispatched please email us at shop@durham.ac.uk and we will try and change your order.
If your order has been dispatched we will need to receive your order back in a saleable condition before we can send out your updated order.
Where can I see the retail merchandise in person?
We currently don't have a shop where you can see all of the merchandise in person, however we are doing a lot more pop up stores across campus so keep an eye out on our Instagram
We do however hold a small amount of stationery items at the receptions in TLC, Maths and Bill Bryson Library which can be purchased in those locations.
If you would like to view an item in particular please email us at shop@durham.ac.uk and we can see what we can do.
What do I do if I am placing an internal order and there isn't enough stock?
If you require a large amount of stock for an internal order please email us at shop@durham.ac.uk at least two weeks before you need it so we can ensure we can get the stock in for you in time.
Delivery
How long will it take to receive my order?
Once you have placed your order you should receive your order within 3-5 working days.
What delivery options are available?
There are multiple ways for you to get your hands on your Durham University Merchandise wherever you are. Order now to get it delivery direct to you, whether UK or international or collect it from one of our local collection points.
Orders places are generally dispatched within 48 hours. You will receive confirmation of dispatch via email. To track your order, please login to your account.
If you wish to return or cancel an order please view our return policy for more details.
Delivery Cost Breakdown
| Destination | Service | Time | Cost |
| UK | Royal Mail Standard | 5 working days | £6.99 |
| International | DHL | 20-30 days* | Location, size and weight dependant |
| Durham University Address | Internal Post | 3-5 working days | FREE |
| Collection from University Outlet | Internal Post | 3-5 working days | FREE |
*Please note that the timeframes given above are guidelines only and whilst we do our upmost to ensure your order arrives within these guidelines your order may take longer to arrive.
I am a member of staff, how do I get my order sent to me?
When placing your order, take your payment offline and input the internal delivery address into the shipping address. It will then be sent in internal post.
Do you offer click and collect?
Yes, you can choose to collect your orders from the Oriental Museum, Palace Green Library, The Botanic Gardens, Teaching Learning Centre and Bill Bryson Library. Please be aware that each location has different operating times and can be closed during University holidays.
There are multiple ways for you to get your hands on your Durham University Merchandise wherever you are. Order now to get it delivery direct to you, whether UK or international or collect it from one of our local collection points.
Orders places are generally dispatched within 48 hours. You will receive confirmation of dispatch via email. To track your order, please login to your account.
If you wish to return or cancel an order please view our return policy for more details.
Delivery Cost Breakdown
| Destination | Service | Time | Cost |
| UK | Royal Mail Standard | 5 working days | £6.99 |
| International | DHL | 20-30 days* | Location, size and weight dependant |
| Durham University Address | Internal Post | 3-5 working days | FREE |
| Collection from University Outlet | Internal Post | 3-5 working days | FREE |
*Please note that the timeframes given above are guidelines only and whilst we do our upmost to ensure your order arrives within these guidelines your order may take longer to arrive.
Returns
How do I return an Item?
We hope you'll be pleased with your purchase. If you should change your mind, and wish to return anything bought from www.durham.ac.uk/shop or our shops, 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. Please see below for exceptions to this policy.
When you buy online or by phone, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 7 working days of receiving it, we’ll refund you for both the purchase price and the delivery charge (if it is returned from a UK address). Please make sure you take reasonable care of the item while it's in your possession, and that it's returned to us unused.
If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item. This does not affect your statutory rights.
Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances:
- The original account no longer exists
- The original account details have expired
- The recipient requires a credit
Products we're unable to refund or exchange
Unless they're faulty, we're unable to offer a refund or exchange on:
- Personalised or made-to measure/order goods
- Unsealed CDs, DVDs, tapes or other recording media, software or video
How long have I got to return an Item?
You have 30 days after received your order to return it.
What is the returns policy?
Please see our full return policy by clicking this link
What should I do if my item arrives damaged?
If your item has arrived damaged, please email us on shop@durham.ac.uk and attach photos of the damage. We will get in touch within 48 hours (Mon-Fri).
When will I receive my refund?
If you have submitted an item for refund and it is approved you will receive notification of when we have actioned the refund. The payment should be received into your bank within 14 working days.