Cardiff University Students’ Union

Frequently Asked Questions

Click on a question to find out more

FAQ's

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

We are closed in store Friday 25th June – Sunday 1st August 2021 (inclusive). However, you can still shop online 24/7. Love Cardiff store is located on the ground floor of the SU building. 

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

Click and Collects have been temporarily suspended.

We aim to have Click and Collects ready at Love Cardiff store with 5 working days of order placement. You will receive an email when your order is ready to collect. Excludes orders including pre-oder items.

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

Click and Collects to the Heath Hub have been temporarily suspended.  

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

We aim to dispatch orders within 10 working days of the date placed.

Excludes orders including pre-order items.

We aim that all orders containing personalised Class of 21 pre-orders will be dispatched after week commencing 26th July and will be available for collection from week commencing 2nd Aug 2021. 

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.

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.

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.

I need to exchange/return the item(s) I have ordered – How do I do this?

Class of 21 Edit hoodies, t-shirt and tote bags are printed to order and cannot be exchanged or refunded. 

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

Refund-

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.

Exchange- 

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. You can then place a new order for your preferred colour/size/style. 

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 returns 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.