Gift Shop FAQs
How do I order merchandise?
There are two ways you can place an order:
- Online using our secure ordering and payment service
- By phone (see Order by phone above)
Can I purchase items in College?
Yes, most items are available to purchase from the Porters’ Lodge on Central Site. Please speak to the porter on duty who will be able to assist you. Please note that merchandise is not available to purchase at Wychfield or WYNG Gardens. Cash and card payments above £10 are accepted.
How much is the delivery charge?
Delivery charges are calculated by weight and delivery location. Please see individual items for details.
Will I receive an order confirmation and receipt?
Yes, you will receive an email confirmation when you order has been placed and another when your order has been dispatched.
What payment methods to do you accept?
Payments can be made by card, cheque or cash. Cheques should be made payable to ‘Trinity Hall’ and we accept all major credit cards; Visa, MasterCard, Maestro, Delta and American Express. Card payments are processed through the payment processing platform Stripe.
If I pay by card, are my card details secure?
Yes. Our online payment provider maintains a high level of stringent security practices to ensure your details are safe.
If you pay by card over the phone your details will be entered into the payment gateway before being destroyed. The College does not retain card data.
Do you ship to addresses outside of the UK?
Yes, we are able to ship items overseas. The exception is Trinity Hall gin, which is not available for overseas shipping.
When will my order be dispatched?
We aim to dispatch orders within 2 to 3 working days after payment has been received. You will receive a confirmation email on the day of dispatch.
I have ordered more than one item, will they arrive at the same time?
All items in your order will be dispatched at the same time unless an item is currently out of stock. Where possible, we will send your items in one package however please be aware that for larger items or items sent Special Delivery may be packaged separately.
How do I track my order?
Items are sent Royal Mail First Class post. Tracking details are unavailable, however, please email merchandise@trinhall.cam.ac.uk or call +44 (0)1223 332550 if you would like to check the status of your order.
When will I receive my order?
First Class delivery should arrive within the following time frames:
Delivery to UK address 2-3 working days
Delivery to Europe 4-6 working days
Delivery to the rest of the word 6-8 working days
My order never arrived, what should I do?
If your item has not arrived within the time frames above, we advise that you allow a further two working days before contacting us in case it has been held up by the postal service. If your item has still not arrived, please email merchandise@trinhall.cam.ac.uk or call +44 (0)1223 332550.
We also advise checking the delivery address on your order confirmation email in case your parcel has been sent to a different or incorrect address.
My order never arrived, will you offer a replacement?
If you supplied an incorrect postal address when placing the order, the College is not obliged to offer a replacement. If however the College made an administrative error and dispatched the order to an incorrect address, a replacement will be sent immediately.
If your item did not reach you and your address was correct, we will happily offer a replacement. Please email merchandise@trinhall.cam.ac.uk or call +44 (0)1223 332550.
The address is incorrect on my order confirmation email, what should I do?
If there is an error with the address, please contact the Alumni and Development Office immediately by emailing merchandise@trinhall.cam.ac.uk or calling +44 (0)1223 332550. If the order has not yet been dispatched, we will be able to update the postal address.
An item is missing from my shipment, what should I do?
Depending on the item(s) you have ordered, they may have been dispatched as separate packages. Please email merchandise@trinhall.cam.ac.uk or call +44 (0)1223 332550 to confirm.
My order is damaged/ I am not satisfied with my purchase.
We are happy to accept returns or offer a replacement for items that are damaged or items that you are not satisfied with. Please email merchandise@trinhall.cam.ac.uk or call +44 (0)1223 332550.
What is your returns policy?
We are happy to offer refunds if you return an item within 30 days of receipt. If your item is damaged or faulty, we will reimburse you for the cost of postage when returning an item. If you are returning your item because it is not suitable, you may be required to cover the cost of postage.
Face coverings are non-refundable for health and safety reasons.
How do I return my product?
Items can be returned by post or by returning them in person to College.
If you are returning your item by post, please send it to the following address:
Merchandise
Alumni and Development Office
Trinity Hall
Trinity Lane
Cambridge
CB2 1TJ
If you are returning your item in person, please visit the Porters’ Lodge and ask the porter on duty to contact a member of the Alumni and Development Office. Please contact us in advance so we know to expect you and we can make sure there is someone available to accept your returned item. Please email merchandise@trinhall.cam.ac.uk or call +44 (0)1223 332550.
How will you process my refund/how long will my refund take?
Refunds are processed via the same method of payment. If you paid by cheque or cash, please allow 10 working days for your refund. If you paid by card, please allow five working days for your refund, which will go directly into the account you paid with.
Face coverings are non-refundable for health and safety reasons.
