Frequently Asked Questions
Q: How do I contact Roehampton University regarding an issue with the Online Store?
A: Please email firstname.lastname@example.org
Q: What happens if I can’t find the item I am looking for?
A: Please email email@example.com 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.
Q: What is Registration?
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.
Q: How do I change my password?
Q: How secure is the site?
You should also check that:
- 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?
Q: How long will I have to wait for my goods?
If you have not received your goods within three weeks of ordering, you should email the Store firstname.lastname@example.org
Q: Is there a limit to what I can buy from the Store?
Q: When I'm buying, can I change my mind as I go?
Q: What can I do if I have made a mistake, but have completed the transaction?
Q: What else do I need to do?
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.
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.