Do I have to be a University student or member of staff to use the Online Store?
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.
The online store is intended to be available to you whenever you want to access it. University of Surrey accepts no liability for periods when the store is unavailable or you are unable to access it for whatever reason.
Browsing the store requires no registration but you will need to register to make your first purchase.
Can I use the site if I do not have access to a computer?
The On-Line Shop is available as an on-line service, but even if you have no computer of your own, you can visit the Shop at many locations with computers and Internet access, such as Internet Cafes and most public libraries.
Is it possible to just browse the system?
Yes, certainly, whenever you wish, we are 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..
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.
Cancellation of Registration
University of Surrey reserves the right to suspend or cancel a registration entirely at its own discretion.
Do not disclose your password to others. You are responsible for all orders made using your password.
You can change your password by logging in using your current password and updating your personal details
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
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
If I buy, how can I get confirmation of my order?
When you purchase goods or services from our Shop, 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.
How long will I have to wait for my goods?
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, or the delivery address is clear, 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 contact the Shop as directed on our Home Page.
Is there a limit to what I can buy from the Shop?
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.
When I'm buying, can I change my mind as I go?
You certainly can, you can keep building your shopping basket, adding and deleting as you go, but once you submit from the payment details screen, your order will be fulfilled.
What can I do if I have made a mistake, but have completed the transaction?
Should you have a problem after completing a purchase, you would need to contact the Shop. For further information see Contacts.
What else do I need to do?
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.
My payment was unsuccessful
When you entered your customer details did you fill in your billing address as the address the credit card you are using is registered to?
How can I check if I've entered the wrong details in the billing address?
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.
What cards are accepted?
Payment can be made be made by credit or debit card issued by Visa, Delta, Mastercard, Solo, Maestro (if issued in the UK), Visa Electron and JCB. We are unable to accept Amex or GE Capital for online payments.
I have attempted to pay online but have received the message 'Authorisation has failed'. Why is this?
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.
How will I know that my payment has been successfully processed?
Within a very short time you will receive an email confirming your order and quoting the unique order number.
When is the system available?
The system is available 24 hours per day, 365 days of the year.