Frequently Asked Questions

We are located on the ground floor of Cardiff University Student’s Union, CF10 3QN. We are open in store Monday to Friday, 11am-5:30pm.

 We aim to have Click and Collects ready at the Love Cardiff store within 10 working days of order placement. (Excluding closure dates, we will aim to have it ready 10 days from reopening) 

You will receive an email when your order is ready to collect. Please note pre-ordered items are not available for click and collect  

On collection, please present your order number and last name and a member of staff will locate your parcel. Please bring I.D with you on collecting to confirm your order, we will accept any form of ID displaying your full name and photo. You will be asked to sign for the item. 

Picking up for someone else, we our happy for you to collect on behalf of someone else. Please make sure you have the order number and the name on the parcel. You will need your I.D with you for collection and will be asked to sign for the item. 

You will have 28 days from the date of the collection email to collect your order from the Love Cardiff store. If you do not pick up your order within this 28 day period, the order will be refunded.  

Please note personalised or dated items cannot be refunded and it is your responsibility to collect within 28 days (please see the terms and conditions related to pre-ordered/personalised orders) 

Click and Collects to the Heath Hub is now available. Select ‘Collect from Heath’ when checking out and your order can be collected from the IV lounge once you receive the email notifying you to collect.

Delivery can be selected at the checkout, please fill in all your details. Click and collect will automatically be selected on the website, if you would like your order delivered to your address, please ensure you select the delivery option  

We aim to dispatch orders within 10 working days of the date placed. This Excludes orders including pre-order items. 

Deliveries to the UK take 3-5 working days to arrive from the dispatch date. (Please be mindful of any potential postal strikes) 

International delivery takes up to 7 working days from the dispatch date. 

Postal services cannot be upgraded. 

All orders to the UK will be dispatched via Royal Mail 2nd Class Signed For. Orders to countries outside the UK will be dispatched via Royal Mail International Tracked and/or Signed For. Proof of postage will be retained by Love Cardiff. 

Dispatch times may vary according to availability. Delivery times are subject to any delays resulting from postal delays or force majeure for which we will not be responsible. 

Custom charges, import fees and taxes on orders to countries outside the UK are to be paid by the customer. Love Cardiff is unable to predict and is not liable for any of these charges. Please check the delivery countries custom information for specific details. 

Shipping fees are non-refundable. 

If delivery is missed, it is the customer’s responsibility to rearrange delivery with the courier or collect the order from the local depot within the timescale dictated by the courier. Love Cardiff is not liable if the parcel is missed by the customer.  

Right of withdrawal 

As a customer you have the right to change your mind on an item within 14 days of placing the order, please see the terms and conditions for information related to your right of withdrawal. 

Graduation hoodies, t-shirt and tote bags are printed to order and cannot be exchanged or refunded. 

Returns can be made via post or in store. 

Unwanted items must be returned  in their original condition (unworn and with tags attached) within 28 calendar days of the purchase date to receive a refund. For posted items returns need to be made within 28 days from the date the parcel is received. 

A full refund will be credited to your original method of payment on the condition that the item(s) are in a saleable condition. A fully completed Love Cardiff online returns slip must be included with the item. If you wish to make a return, please e-mail lovecardiff@cardiff.ac.uk. for a refund slip this can be filled in and wither emailed back with the reason of return or printed and sent back to the store  

Please make sure your invoice is on the parcel, so we know who to refund upon return.  

Unwanted items can be posted back to the following address: 

Love Cardiff, Ground Floor, Cardiff University Students’ Union, Park Place, Cardiff CF10 3QN 

Postage costs of returning unwanted items must be covered by the customer. Only the cost of the unwanted item will be refunded. This does not include the original delivery charge. 

Please obtain proof of postage for your records when returning an item. Love Cardiff cannot be held liable for any items lost in the post. 

Exchanging items – online orders cannot be exchanged however once your order has been sent back to us you can re buy the size you need.  

Please note sale items are exchange only and personalised/dated items are non-returnable.

Unwanted items must be returned in their original condition (unworn and with tags attached) within 28 calendar days of the purchase date, you must have your record of purchase ( invoice or receipt ). Without a receipt we are unable to accept the return or exchange. 

As long as the goods are in a sellable condition within 28 days of purchase you will be granted a refund/exchange 

If goods are faulty, please see the faulty item section.  

Please note sale items are exchange only and personalised or dated items are non-refundable.  

All efforts are taken to check items at each point of packing, but we are only human. 

If your item is faulty, please accept our apologies and follow these steps. Please contact us with the fault details and a photograph of the faulty item at your earliest convenience by e-mailing us using the following address lovecardiff@cardiff.ac.uk . 

Alternatively bring the goods back into the store with your record of purchase and a member of staff will assist you. 

I’ve got a suggestion or some feedback – who should I contact?

We welcome any feedback, compliments or comments – the following contact details can be used to submit any feedback – good or bad and also be used if you have a complaint about Love Cardiff.

E-mail: sucustomerservice@cardiff.ac.uk

We are often on the lookout for new student ambassadors to work in our busy shop, we will post all job vacancies through job shop. Please see here  for vacancies at the SU. 

Looking to order for your society? Please see our societies page for more details here. 

Can’t  find what you’re looking for? – what if I want to do t-shirts or tote bags ?

Please get in touch as we will work directly with our suppliers to source the items that you want. Email lovecardiff@cardiff.ac.uk for more details. 

We welcome any feedback, compliments or comments – the following contact details can be used to submit any feedback – good or bad and also be used if you have a complaint about Love Cardiff. 

E-mail: sucustomerservice@cardiff.ac.uk