Frequently Asked Questions

Q: How do I contact Roehampton University regarding an issue with the Online Store?

A: Please email estore@roehampton.ac.uk

Q: What happens if I can’t find the item I am looking for?

A: Please email estore@roehampton.ac.uk and we will do our best to locate it for you.

Q: How do I return an item?

A: Please refer to clause 2 in our terms and conditions.

Q: How quickly will I get a refund?

A: Once a refund has been processed it will take several days to appear on your card statement. If you have still not received it after a couple of weeks then please let us know.

Q: Do I have to be a University student or member of staff to use the Online Store?

A: No, the Online Store is available to everyone. However, there may be certain products that are restricted to either students or staff. These products will be clearly marked and will require a valid student or staff number.

 Q: Can I use the site if I do not have access to a computer?

A: The Online Store is available as an online service, but even if you have no computer of your own, you can visit the Store at many locations with computers and Internet access, such as Internet Cafes and most public libraries.

 

Q: Is it possible to just browse the system?

A: Browsing the store requires no registration but you will need to register to make your first purchase.
The Online Store is open 24 hours a day, 7 days a week. However, if you wish to buy, you must register with us, using your e-mail address and choosing your own exclusive password. Once this is done, you can revisit or buy whenever you wish.

 

Q: What is Registration?
Registration is a straightforward process using your email address and a password of your choosing. Once registered you can revisit and make purchases without the need to register again.

As part of the registration process you must enter personal details such as your address and contact details. It is your responsibility to make sure these are correct and subsequently updated when necessary, as these are used to verify the validity of your credit/debit card.

Q: What do I do if I have forgotten my password?

If you forget your password we can email this to you automatically. Use the forgotten password button at the log in stage and enter your email address. A reminder will be emailed to the address we have on file.

Password confidentiality
Do not disclose your password to others. You are responsible for all orders made using your password. Make sure you change your password regularly.

Q: How do I change my password?
You can change your password by logging in using your current password and updating your personal details. 

Q: How secure is the site?
The pages in which you enter Personal Details or payment information are secured using SSL (Secure Socket Layer) technology provided by Thawte.

You should also check that:
-     the website address in which you enter your card details starts with https

-     that there is a padlock image at the bottom of your screen.

Both are required to help ensure your data is secure

Q: If I buy, how can I get confirmation of my order?
A: When you purchase goods or services from our Store, you will automatically receive confirmation by e-mail to the address you gave in your registration, showing what items you have ordered and what you have paid.

Q: How long will I have to wait for my goods?
A: Once you have ordered goods that include delivery, and have made payment, your goods details will be passed to the relevant department, for delivery to be arranged to your registered address. It is therefore vital that your address is current and correct and that arrangements are in place to accept delivery, otherwise goods may be returned to us.

If you have not received your goods within three weeks of ordering, you should email the Store estore@roehampton.ac.uk

Q: Is there a limit to what I can buy from the Store?
A: Limitations only extend to availability of stock or services still offered. In certain cases, there may be limits per customer, but in these situations, messages will appear when choosing your goods.

 

Q: When I'm buying, can I change my mind as I go?
A: You certainly can, you can keep building your shopping basket, adding and deleting as you go, but once you select submit from the payment details screen, your order will be fulfilled.

Q: What can I do if I have made a mistake, but have completed the transaction?
A: Should you have a problem after completing a purchase, you would need to email the Store estore@roehampton.ac.uk

Q: What else do I need to do?
A: The only other request of you is that you must accept our terms and conditions as you complete your purchase. This safeguards both of us and ensures a smooth and trouble-free buying experience.

Q: My payment was unsuccessful, why?

A: It could be that your billing address does not match the address that the credit card company holds. Check that the address that you have registered with is correct.

Q: How can I check if I've entered the wrong details in the billing address?

A: On the left hand side of the screen under ‘My Account’ click on ‘My Details’ and this will take you back to your customer details.

Q: What cards are accepted?

A: Payment can be made be made by credit or debit card issued by Visa, Visa Debit, Mastercard, Maestro (Switch), Visa Electron and Solo. We are unable to accept Amex for online payments.

Q: I have attempted to pay online but have received the message  'Authorisation has failed'.  Why is this?

A : There are several reasons why this may have happened.

• You may have made a mistake entering the card number.
• Your credit limit may have been exceeded.  In addition to an overall credit limit, some card issuers may impose daily limits and limits on the size of individual transactions.
• The post code you entered is different from the post code held by the card issuing company.
• Not all cards are eligible for online payments - please refer to the previous question. 
• The server used by the University's Payment Service Provider is offline.  This is unlikely as the service is available 24 hours per day 365 days per year but there are occasional  'outages' for maintenance which usually last no more than 30 seconds.

 If your card has been declined you may try again, but please be aware that most card issuers allow only three consecutive attempts before the card is blocked for the rest of the day.  In order to protect your confidentiality, the card issuing company will not tell the University why the transaction has been declined and you will need to contact them directly to ascertain the reason. 

Q: How will I know that my payment has been successfully processed?

A: A pop-up box will come up on the screen to let you know the payment was successful. If you do not get this pop-up, please make sure that you allow pop-ups from this site.

You will also receive an email confirming your order and quoting the unique order number.

You will also have the option to print a receipt from the system.

Q: When is the system available?

A: The system is available 24 hours per day, 365 days of the year.