Terms and conditions

UK Delivery

Deliveries should be made approximately 3 working days after you place your order [excluding Weekends] e.g. If you order on Wednesday your goods should be delivered by the following Monday. In the unlikely event that we do not have a specific product in stock, we will make contact and be able to offer an estimated timescale, a substitution, or a refund if desired.

The cost of UK Standard Delivery is £4.00 and your order will be sent out via the most suitable carrier, depending on size and weight.

Your order can be delivered anytime between 7am and 9pm and a signature may be required on receipt.

We use the Royal Mail Signed For service (http://www.royalmail.com/personal/uk-delivery/signed-2nd-class) to ensure protection and tracking for both you, the customer, and us, the seller. This service requires someone to be present at the address to sign for an item to ensure delivery. We recommend, therefore, ensuring that the address used for delivery is one where someone is likely to be: e.g. delivering to a work address rather than a home address. The confirmation e-mail you are sent when we send your item will include a tracking number which you can use on the Royal Mail website to check the progress of your parcel. Please note that if no one is at the address when delivery is attempted then the carrier should leave a calling card telling you how you can arrange redelivery or collect the item. If a week has passed since you received your confirmation e-mail we'd recommend using the tracking number to see whether or not delivery has been attempted. If delivery has already been attempted then you should contact your local Post Office or the Royal Mail directly to try and rearrange delivery. If a period of more than two weeks passes after delivery is attempted then it is highly likely the Royal Mail will attempt to return the item to us. Until we receive such returned items we are unable to reattempt delivery.

If it has been two weeks since you made your order and you have received nothing we advise contacting us (communications.office@ed.ac.uk or 0131 650 2252) as quickly as possible so that we can attempt to ascertain what may have happened.

Unfortunately we cannot deliver on a bank holiday. In this instance please expect your delivery on the next working day.

 

Delivery within the EU

Deliveries will be made from approximately 5 working days after you place your order. In the unlikely event that we do not have a specific product in stock, we will make contact and be able to offer an estimated timescale, a substitution, or a refund if desired.

Delivery within the EU is charged on a flat rate basis, regardless of the weight of your package.

The cost of EU Standard Delivery is £10.00 and your order will be sent out via the most suitable carrier, depending on size and weight. 

 

USA Delivery

Delivery to the USA will be made from 7 working days but is determined on the internal post service time-scales within the destination country. In the unlikely event that we do not have a specific product in stock, we will make contact and be able to offer an estimated timescale, a substitution, or a refund if desired.

Delivery to the USA is charged on a flat rate basis, regardless of the weight of your package.

The cost of USA delivery is £12.00 and your order will be sent out via the most suitable carrier, depending on size and weight. 

 

Rest of the World Delivery

For delivery to countries outside of the UK and the EU delivery will be made from 7 working days but is determined on the internal post service time-scales within the destination country. In the unlikely event that we do not have a specific product in stock, we will make contact and be able to offer an estimated timescale, a substitution, or a refund if desired.

Delivery to the Rest of the World is charged on a flat rate basis, regardless of the weight of your package.

The cost of Worldwide Delivery is £15.00 and your order will be sent out via the most suitable carrier, depending on size and weight.

 

Has my Order Been Despatched Yet?

As soon as your order is dispatched by our dedicated team, you will be sent an email to confirm that it's on its way.

From there it should be delivered within the timescale we advertise. If your order is trackable you can check it's progress by logging into your account .

 

What If I Need to Return My Order?

You may return most items within 30 days of delivery for a full refund. We will also pay the return shipping cost if the return is a result of an error at our end.

Please note that we are unable to exchange items unless damaged, defective, or incorrect.

We cannot accept returns of certain items, including:

  • Any item that is returned more than 30 days after delivery.
  • Any item that is not in its original condition, has been damaged, or is missing parts.

Returning a gift?

If the item you're returning was not designated as a gift when purchased or if it was not shipped directly to you from The University of Edinburgh Gift Shop, please note that the refund will be issued to the gift giver.

 

How to Return Your Order?

You can pack and send your return to us in just a few simple steps:

First, get in contact with our team to obtain a reference number. This can be done over emailby telephone or by logging into your account

Then, simply pack the item along with the reference number securely in a parcel and send it to us at the following address:

The University of Edinburgh Visitor Centre
2 Charles Street
Edinburgh,
EH8 9AD
United Kingdom

If you return an item without obtaining a reference number or your return is not the result of our error, the shipping cost of that returned item will be deducted from your refund.

 

I have Received and Incorrect Item in my Order

If you have received an incorrect item in your order, let us know straight away by contacting us and our helpful team will be able to assist. (Contact Us).

 

An Item is Missing from my Order

Sometimes we don't send everything you've ordered at the same time, so first of all, check your dispatch emails to see if any of your items will be arriving separately.

If your order has been sent separately then the delivery note will only state which items should be in that part of your order.

Please check the delivery notes from each part of your order to make sure you are not missing anything.

If something is missing then please get in touch with our team here .

 

Do you Deliver all Items Available on your site?

Unfortunately, some of the items advertised on this site are too delicate to be dispatched using our post service.

Such items are marked as 'Fragile - In Person Collection Only' in their product description. Should you wish to purchase such an item then simply add to basket and purchase as normal. Our team will then be in touch regarding how to collect your item from the Visitor Centre in central Edinburgh.

Location details are here :

The University of Edinburgh Visitor Centre
2 Charles Street
Edinburgh,
EH8 9AD
United Kingdom

 

Will I Be Liable for Customs and Import Charges?

Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.