Cardiff University Students’ Union

Frequently Asked Questions

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FAQ's

I don’t want to order online – Where is Love Cardiff?

We open 11am-5pm Monday-Friday and are closed on weekends and bank holidays. You can find us on the Ground Floor of Cardiff University Students’ Union.

I have arranged to click and collect – How long do I have to wait?

We aim to have click and collects to Love Cardiff ready within 5 working days and click and collects to the Heath Hub ready within 10 working days of order placement.

I want to collect my order from the Heath - is this possible?

Yes, just select the Click and Collect at Heath Hub (IV Lounge) at the check out. We aim to have click and collects to the Heath Hub ready within 10 working days of order placement.

I have placed an online order and selected delivery - How long will it take for my item to arrive?

Deliveries to the UK take 3-5 working days to arrive from the dispatch date.

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

Postal services cannot be upgraded. 

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.

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

I need to send back the item(s) I have ordered – How do I do this?

*Due to the Firebreak Lockdown we have extended our 28 day return policy for items bought before 22nd Oct 2020 by an extra two weeks from the date of purchase.*

We want you to love your new purchase, however we understand people change their minds. 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.

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 do not have a returns form – please e-mail lovecardiff@cardiff.ac.uk.

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.

I have lost my refund form – What do I do?

Don’t worry – just e-mail lovecardiff@cardiff.ac.uk and we will send you a new one. Please make sure it is fully completed to ensure your refund is dealt with promptly.

An item I have purchased is faulty – What should I do?

All items are checked at the point of dispatch, but if you do realise your item is faulty, please contact us with the fault details and a photograph of the faulty item at your earliest convenience by either e-mailing us using the following address lovecardiff@cardiff.ac.uk.

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

I would like to work for Love Cardiff – How can I get involved?

We are often on the lookout for new student ambassadors to work in our busy shop, please send your CV to lovecardiff@Cardiff.ac.uk, even if we are not currently recruiting we will keep your CV on file for any future recruitment drives.