Refund policy
For customers outside the European Union, we offer a 30-day return period for eligible, non-made-to-order items. Customers within the European Union should refer to the "EU Returns & Cancellations" section below, which explains your statutory cancellation rights and our 30-day exchange policy.
In the case of made to order college clothing (including personalised), we regret that we are unable to offer a refund, except in the case of faulty goods (see section below for Damages and issues).
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Return and exchange shipping is payable by the customer and we recommend using a tracked service. The College Store are not liable for any returns/exchanges to them lost in transit.
As personalised garments are produced specifically for each order, any order returned by customs, refused delivery, returned to sender, or affected by other delivery-related issues will not be eligible for a refund. Where possible, the order will be re-dispatched to the delivery address once it has been returned to us.
To start a return, you can contact us at sales@thecollegestore.co.uk. You can always contact us for any return questions at sales@thecollegestore.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
For information on exchanging an order, please email sales@thecollegestore.co.uk for further information.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
EU Returns & Cancellations
This section applies only to orders delivered to customers within the European Union.
Right to Cancel
Under EU consumer law, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason, unless an exemption applies.
To exercise your right to cancel, you must notify us within 14 days of receiving your order by emailing sales@thecollegestore.co.uk. You must then return the goods to us without undue delay and no later than 14 days after notifying us of your cancellation.
Returns should be sent to:
The College Store
98 Roundway
Waterlooville
Hampshire
PO7 7QB
United Kingdom
Customers are responsible for the cost of returning goods. We recommend using a tracked postal service, as we cannot accept responsibility for items lost or damaged in transit.
Refunds
Once we have received and inspected your returned goods, we will process any refund due within 14 days. Refunds will be made using the same payment method used for the original purchase unless otherwise agreed.
Original standard delivery charges will be refunded where required by applicable EU consumer law. Any additional charges for express or upgraded delivery services are non-refundable.
We may reduce the refund if the value of the goods has been diminished through handling beyond what is necessary to establish their nature, characteristics and functioning.
Exceptions
The right to cancel does not apply to:
- Goods that have been made to your specifications or are clearly personalised (including personalised clothing).
- Sealed goods which are not suitable for return for health or hygiene reasons if unsealed after delivery.
- Gift cards.
- Any other goods exempt from cancellation rights under applicable EU consumer law.
Faulty, Damaged or Incorrect Goods
Your statutory rights are not affected.
If your item arrives damaged, faulty, or you receive the wrong item, please contact us as soon as possible at sales@thecollegestore.co.uk with your order number and photographs where applicable.
We will discuss the available options with you and, depending on the circumstances, may offer a repair, replacement or refund in accordance with your statutory rights.
Exchanges
For customers within the EU, our 30-day exchange policy continues to apply to eligible non-personalised items. Exchange requests must be made within 30 days of receipt. Customers are responsible for the cost of returning items for exchange unless the item is faulty or supplied in error.
Customs & Import Charges
For orders returned from outside the United Kingdom, any customs charges, import duties or taxes incurred on the return shipment may be deducted from your refund where permitted by law.
For personalised goods that are exempt from cancellation rights, orders that are refused at delivery, returned by customs, returned to sender, or otherwise undeliverable are not eligible for a refund. Where possible, we will contact you to arrange re-dispatch, with any additional shipping costs payable by the customer.