Frequently Asked Questions
Q: How long will my delivery take to arrive?
A: It is in our Terms and Conditions that your order can take up to 28 days to arrive. However, we do aim to get this to you well before then and only under severe circumstances will it take that amount of time. We will strive to have your order with you within 7 days for within the EU and 14 days for international orders, but some may take longer.
Q: Do you ship internationally?
A: We do now! We have recently added the option to ship internationally in addition to our current UK and EU postage options.
Q: What happens if customs hold my order and I need to pay fees to release it?
A: Unfortunately, it will be down to the recipient of the goods to pay any fees that you may incur. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Additionally, please note that when ordering from suug.co.uk, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
Q: The product I ordered is not the product I received, how do I go about getting my original order?
A: Unfortunately mistakes do happen even in the best of worlds. However, should this happen to you, if you return the product to us in the same condition as you received it, we will send you your correct order and reimburse you the postage costs once we have received it back. Please include a note stating that it is the wrong product and your original order receipt.
Q: I'm an Alumni of the University, how do I place an order with you?
Returns and refund
If the product you ordered does not fit or is faulty, please return it to us at:
Greenwich Students' Union
30 Park Row
You may return faulty goods or incorrectly sent items within 28 days to receive a full refund including postage in their original condition. After 28 days, a charge equal to the amount of postage charged will be applied. If you are returning an item for any other reason, you will be responsible for making sure it returns to us in its original, unused condition. You will also be responsible for any postage costs incurred. In all instances, please include a note stating why you are returning the product and include your original receipt or order confirmation including your transaction number. The sender is responsible for ensuring the product(s) are returned to us safely. Proof of posting is required for all returns and the loss of any items may forfeit your right to a refund should you not obtain proof of posting.