Frequently asked questions

General

1. Who manages the University of Twente Shop?

The University of Twente Shop is operated by UniGear. UniGear is a specialist in sustainable merchandise for educational institutions in the Netherlands and Belgium.

2. Can I buy merchandise on the University of Twente campus?

Yes, this is possible. A selection of the products from this webshop are also for sale at the UnionShop (limited assortment and stock only). On every product page in the webshop you can see whether the product is also sold at the UnionShop. Please contact the UnionShop for information on latest available stock.

3. When and how can UniGear be reached?

UniGear can be reached by telephone on working days from 9:00 am to 5:00 pm via +31 (0)85 08 05 815 or by e-mail to service@unigear.nl. You can also contact us via the contact form.

4. How long does it take before I receive a response from UniGear?

UniGear strives for a response time to an e-mail of 1 working day. A request for a cost estimate will be confirmed within 1 working day. The cost estimate itself will be sent within 2 working days.

Order & payment

5. How do I order products via the webshop?

Select your products and add them to your shopping cart. Once everything has been added, click on the shopping cart and then on the 'Proceed to checkout' button. Fill in the shipping and billing address. In case the shipping address is the same as the billing address, you can select this option. Fill in a voucher or discount code if you have one. Select the shipping method and preferred payment method:

- Payment of personal orders: choose iDeal, Paypal or Creditcard. After completing all fields, click on 'Place order' after which you will automatically be transferred to the selected payment environment. After completing the payment, you will receive an order confirmation of the placed order via e-mail.

- Payment of University of Twente via Proactis: University of Twente employees can order merchandise via the University of Twente purchasing program Proactis (internal payment). This is only possible with deliveries at an address of University of Twente.

Click on the payment method page for more information about payment options.

6. How do I redeem my voucher or discount code?

Follow the above process, but before you click on 'Place order', first enter the voucher code/discount code you received. Do this in the 'Enter discount code' field and then click 'Apply'.

Please note! After confirming the discount code, you cannot return to the previous field. If you do this, the discount code/voucher code will be seen as previously used and can no longer be used. If you have redeemed the discount code/voucher code, you will see this in the final amount of the shopping cart. Then click on 'Place Order' and complete the order according to the instructions above.

7. Can I order products with an extra imprint?

It is possible to personalize products with a name or logo/text. You can send a request for this to sales@unigear.nl and we will contact you. Custom made requests will always be checked with Traffic department of University of Twente for approval.

8. Can I also order products in large quantities?

Yes, it is possible to order large quantities. Please contact us via sales@unigear.nl, we are happy to help you.

9. Can I also order products that are not in the webshop?

Yes, customization is certainly possible. Please contact sales@unigear.nl for more information or visit our custom made website for inspiration and a cost estimate request on products in addition to our standard assortment. Custom made requests will always be checked with Traffic department of University of Twente for approval.

10. I have a complicated order, can you help me?

UniGear has a lot of experience in the field of merchandise. If you would like personal advice for your order, you can contact us by telephone on working days from 9:00 am to 5:00 pm via +31 (0)85 08 05 815 or by e-mail to service@unigear.nl. You can also contact us via the contact form. We are happy to help you.

11. Do you also have gift cards?

We have merchandise gift cards, exchangeable at the online University of Twente shop. We also sell digital choice gift cards in our webshop. These can be sent digitally to the selected recipient's email address with your personal message. The recipients can then choose themselves from more than 20 different digital gift card providers, like gift cards for bol.com, HEMA, ICI PARIS XL, Zalando, Rituals, book vouchers, Podium cards, wellness and many more. Available in 10, 15, 25, 30 and 50 euro. Read more info here.

Delivery

12. What are the shipping costs?

The shipping costs of your order depend on the country where you want to receive the order.

You can purchase the products in the webshop for personal use (as a student or consumer). In the checkout you choose the desired payment method. Delivery can be done at your (home) address or free of charge at the university campus.

Delivery free of charge on campus: If you work on campus, please enter your building and room number and the mailroom will forward it to you internally as a service. If you are a student, you can collect your order free of charge at M&C Team Traffic (Spiegel, building nr 2 - Room P003, Drienerlolaan 5, 7522 NB Enschede). You will receive an e-mail from Traffic when your order is ready for pick up.

Click on the shipping costs page for more information.

13. What is the delivery time for my order?

After placing the order, it is automatically processed in our warehouse system and the order will be shipped within 48 hours, unless stated otherwise. You will receive an e-mail via the warehouse with the shipping confirmation and subsequently an e-mail with the track & trace code(s) of the order.

Click on the delivery time page for more information.

14. Can I pick up the order somewhere else?

Unfortunately, it is not possible to deliver a product to a pick-up point or PO box number. The order will always be sent to a physical address that needs to be filled in in the delivery address at checkout.

The products from the webshop are also for sale at the UnionShop (limited stock and selection available). Please contact the UnionShop for latest information on available stock.

15. I live abroad, can I also receive my order there?

You can also receive the order abroad. The shipping costs and delivery time depend on the country where you want to receive the order.

Exhange & returns

16. Can I exchange or return items?

Yes that is possible. Click on the exchange & returns page for more information. Return shipping costs are at your own expense.

17. What should I do if I have received an incorrect or damaged item or if I have another complaint about a product?

If you receive an incorrect order, incorrect item, damaged item or have any other complaint, please contact us immediately via e-mail: service@unigear.nl. We will make sure the problem is solved as quickly as possible.

Other

18. What are the washing instructions for UniGear clothing?

To keep the print beautiful, it is best to wash your clothing inside out at a temperature of no more than 40 degrees. Do not put the clothes in the dryer and do not iron over the print, but on the inside. Avoid chemicals while cleaning your clothes.