FAQ
Frequently Asked Questions
Find the answers to all your questions.
Orders & Payment
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard), as well as PayPal, Apple Pay, Google Pay and Shop Pay.
How can I change or cancel my order?
Your order is processed quickly. If you'd like to change or cancel it, please contact us as soon as possible at contact@the-student.com.
We'll do our very best, but we cannot guarantee any changes once your order has been dispatched.
Can I get an invoice for my order?
Yes, an invoice is available directly in your Shopify customer account. You can also request one by email at contact@the-student.com.
My payment was declined — what should I do?
Please check that your card details are correct and that you haven't reached your spending limit. If the problem persists, try another payment method or contact your bank.
You can also email us at contact@the-student.com and we'll be happy to help.
Delivery & Tracking
What are the delivery times?
Orders are delivered within 6 to 10 working days after dispatch, anywhere in the United Kingdom.
Delivery is free on orders over £50, otherwise a flat rate of £2.90 applies.
How can I track my order?
As soon as your parcel is dispatched, you'll receive a confirmation email. You can track your order at any time on our tracking page:
Do you deliver to the UK?
Yes, we currently deliver across the entire United Kingdom.
What should I do if my parcel arrives damaged?
If your parcel appears damaged on arrival, please follow these steps:
1. Take a photo of the parcel before opening it.
2. Open the parcel and photograph the damaged contents.
3. Send all the photos by email to contact@the-student.com and we'll find a solution quickly.
Returns & Refunds
Can I return an item?
Yes, you have 30 days after receiving your order to return an item, free of charge and no questions asked. Items must be unused and in their original packaging.
How do I start a return?
Email us at contact@the-student.com with your order number. We'll send you all the instructions you need to complete your return.
How long do refunds take?
Once your return has been received and approved, your refund will be issued within 5 to 10 working days to your original payment method.
I received a faulty or incorrect item — what should I do?
Contact us straight away at contact@the-student.com with a photo of the item and your order number. We'll send you a replacement or issue a full refund, at no cost to you.
Customer Service
How can I contact you?
You can reach us by email at contact@the-student.com or via our contact form.
We reply within 24 working hours.
What are your customer service hours?
Our team is available Monday to Friday, 9am to 6pm. Requests received over the weekend are handled the following Monday.
I haven't received a confirmation email — is that normal?
First, check your spam or junk folder. If you can't find anything, contact us at contact@the-student.com with your name and the email address used when placing your order.
