Frequently asked questions

Who are we?

 Ordering

 Payment methods

 Postage and handling

 Delivery and returns

 Contacts

Who are we?

Q  What is the Alumni Online eStore?
The Alumni Online eStore is an initiative of the University of Sydney created in 2008.

UniGear Fulfillment, the University of Sydney alumni supplier, complies with the Competition and Consumer Act 2010.

Ordering

Q  Do I have to register as a user?
You do not have to register to use this site. When it comes to the order confirmation page, you will need to enter your student number, name, address, contact telephone numbers and delivery details, however this does not register you and your details are only noted as a guest shopper.

Q  How do I place an order?
We have made this process as easy as possible.

  • Simply add the items you want to buy to your shopping cart
  • Once you have finished shopping, click on ‘checkout’. At this stage, choose your shipping options; all costs will be displayed and added to your checkout cart
  • Enter your details including your delivery address
  • Submit your payment details
  • An email confirmation will be sent to you once your order has been accepted.

Q  What currency are the prices on the website?
All prices shown are quoted in Australian dollars.

Q  Will I be charged GST?
Prices shown online include GST for Australian residents. For international orders, GST will not be applied.

Q  Will I receive a confirmation of my order?
You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact the warehouse immediately if you wish to make any changes. Once your order has been processed and is ready to be shipped from our warehouse, you will receive a second email containing your delivery and tracking information. Order and shipping confirmation emails are sent to the shipping email address.

Q  Can I collect my order in person?
The Alumni Online eStore warehouse is not based at the University of Sydney. UniGear do not have a retail storefront and cannot make sales in person. Orders can only be taken online and shipped from our warehouse.

Q  Can I cancel my order?
Orders can be cancelled as long as you submit your cancellation before you are notified that your order has been shipped. To cancel an order, send an email to customerservice@unigearfulfillment.com.au and in the subject line type ‘Order Cancellation’. In the body of the email include your order number and a contact phone number. Refer to the Returns Policy for further information.

Q  How long will it take for my order to arrive?

NOTE: Nearly all goods are made by hand to order. Depending on requirements this can take up to 14 working days for hoods and 21 working days for gowns.

During the checkout process, you will have the option of selecting your shipping method; your choice will be added to your cart at this stage. All orders are made to order in Australia which may take up to three weeks depending on the time of year. Regular orders are received within 21 working days of payment. Express deliveries are received within 7 to 10 working days. International orders are received within 28 working days; international rates will be calculated separately and you will be contacted by UniGear direct for any additional costs.

Delays are experienced when parcels are returned to the warehouse as couriers will not leave parcels unattended at any address. It is important that you make sure someone is home to sign for your parcel.

Q  Do I have to sign for my order?
Yes. If you will not be home at the time your order is due to be delivered, please provide an alternative delivery address, as orders not able to be signed for are returned to the warehouse.

Q  Do you have a minimum order amount?
Absolutely not! There is no minimum order amount. You can order as little or as much as you want from our site.

Q  Can I get help to place my order?
If you need help to place your order, please contact the warehouse directly:

Customer service helpline:    +61 2  9519 1007

Customer service email:    customerservice@unigearfulfillment.com.au

Payment methods

Q  What are my payment options?
We accept payment by Visa, MasterCard and PayPal. 

Q  How do I know my credit card information is safe?
The Alumni Online eStore is protected by a 128-bit digital certificate and has SSL* encryption in place to protect your data.

In accordance with PCI-SSC Security Standards, no cardholder data is stored or held by UniGear or the University of Sydney.

* SSL stands for Secure Sockets Layer, a security protocol for managing the security of online message transmission. SSL encrypts or scrambles any information sent from your web browser to the server you are connected to, making it impossible to intercept and tamper with the information on the way. The way that SSL is implemented is via a digital certificate. Digital certificates guarantee the security of the connection between the browser and the server.

Q  When do I get charged for my goods?
Your card will be debited when your order leaves the warehouse. Please note that we obtain authorisation for the total value of your purchase from your card issuer when your order is placed.

Q  I don’t have a credit card. How can I pay for my order?
If you cannot pay by credit card, you can use the PayPal method. Click here to learn more.

Postage and handling

Q  What postal methods and prices do you offer?
We offer two weight-based shipping methods to suit your needs (for domestic parcels only). NOTE: Nearly all goods are made by hand to order. Depending on requirements this can take up to 14 working days for hoods and 21 working days for gowns.

Standard Service – 14 to 21 working days delivery
Small Items up to 500g - $12. 95
Standard Items over 500g - $15.95
International postage up to 2kg - $35.00

Express Service – 7 to 10 working days delivery
Small Items up to 500g - $17. 50
Standard Items over 500g - $19.95
International express - you will be contacted for postage costs

Domestic packages are sent via Fastway Couriers. Orders are normally shipped between 2 and 7 working days from date of completion of order. If you will not be home when your order is due to be delivered, please provide an alternative address at the time of placing your order. Orders not able to be delivered at your address are returned to the warehouse which may cause delays in you receiving your package. A notice will be left at your address with instructions for you to arrange collection/redelivery.

International parcels may incur additional postage costs. You will be contacted by UniGear direct if this applies to you.

Q Can I send my parcel by international postage?
Yes. If your international standard service parcel weighs more than 2.01kg or you want to send your international parcel by express service, you will be contacted by UniGear for any additional costs.

Q  Can I pick my order up and avoid paying postage costs?
No. Alumni merchandising stock is held at our warehouse located in Artarmon that does not have a retail storefront and cannot make sales in person. The University of Sydney does not keep any stock on campus.

Q  How can I track my order?
You will receive an email from the warehouse containing your delivery and tracking information. You will be able to track your order on the carrying company’s website that will be supplied in your email.

Q  What shipping charges will I incur?
All original orders will incur shipping charges, which are calculated during the checkout stage. Replacements for faulty items are shipped freight free. If you have requested a return/credit for a change of mind, postage and handling will not be refunded.

Delivery and returns

Q  Do you deliver to post office boxes?
No. As you need to sign for the delivery of your parcel, all orders must be shipped to a residential street address. 

Q  What do I do if I haven’t received my order?
If you have not received your order in the time you expected, and you have checked the delivery status by using your tracking number, contact the warehouse directly.

Customer service helpline:    +61 2  9519 1007

Customer service email: customerservice@unigearfulfillment.com.au

If you place an order and the item cannot be sent in the normal time frames, you will be notified by email that your order has been placed on back order and you will be advised of the revised expected delivery date.

Q  What happens if I ordered the wrong size and I want to exchange or return my order?
If you have ordered an item that is the wrong size or colour, you can return your order within 14 days of invoice. You will need to complete an online Returns Request.

For the full Returns Policy click here.

Q  What if the goods I receive are faulty?
Faulty items will be repaired or replaced if returned within the warranty period (6 months). To arrange a return of a faulty item, see the Returns Policy and follow the procedure outlined.

Q  How do I get a refund for a faulty item?
Refunds will be issued when a faulty garment has been returned and cannot be replaced, or where a suitable item cannot be found for an exchange, provided the care instructions labelled on the garment have been followed and the item is returned within 6 months of purchase. Refer to the Returns Policy and follow the procedure outlined.

Q  Where do I send my returns to?
Please return your garment(s) to:

UniGear Fulfillment Unit 5, 1 Hordern Place, Camperdown, NSW 2050

Ensure you include your order number.

Q  How do I return my goods?
When you have submitted your Return Request, send back your goods, and make sure you include your order number which is also your authority number, with your items.

Return your goods to:

UniGear Fulfillment Unit 5, 1 Hordern Place, Camperdown, NSW 2050


Orders can be cancelled as long as you submit your cancellation before manufacture of your goods has commened. To cancel an order:

  • send an email to customerservice@unigear.com.au with ‘Order Cancellation’ in the subject line.
  • in the body of the email, include the following information:
    -       your order number
    -       a contact phone number

The warehouse will process the order cancellation as soon as they receive your request.

Credits will be debited to the credit card on which the original purchase was made.

Q  What is the Credit and Returns Policy?
Items purchased from the eStore can be returned for the following reasons:

  • the item ordered is faulty
  • the item ordered is the wrong item or the wrong size
  • you received the wrong item.

All returns (except where the item is faulty) must be made within 14 days of invoice. All items must be in their original condition:

  • unworn
  • within its original packaging
  • have all labels intact

Items can only be exchanged as like for like items, eg the same item but in a different colour or size.

Cancelled orders will be credited as above.

Q  How do I submit a return request?
Complete the online Returns Request Form. 

Provide all details where prompted. If you are exchanging an item ensure you give the size or colour of the item you want sent to you as a replacement.

If you need your replacement item shipped to an address that is different from your original order, type your new delivery address in the space shown.

Press the submit button when finished.

Q  When will I receive my replacement goods?
Once your returned items have been received by the warehouse and an exchange is required, the warehouse will ship a replacement item to you:

  • replacements for faulty items are shipped freight free
  • if your return is for a credit for change of mind, you will be credited for the full cost of the item, but postage and handling will not be refunded

Q  What do I do if I want my replacement goods sent to another address?
If you have already submitted the Return Request, email the warehouse on customerservice@unigearfulfillment.com.au, with your order number and updated delivery address in the subject line.

  • your original order number
  • your new delivery address
  • your contact phone number

Contacts

The Alumni Online eStore is managed from 9am to 4.30pm Monday to Friday. For enquiries outside these hours, please email the warehouse direct and they will contact you the next available business day.

Contact the warehouse directly for the following advice:

  • Orders
  • Returns
  • Product enquiries
  • Delivery enquiries
  • General information
  • Website issues

UniGear Fulfillment
E:   customerservice@unigearfulfillment.com.au
T:   +61 2  9519 1007

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