For General Enquiries about Canonical Products please Click Here

Please take a moment to read through the information below, where you may be able to find the answer to your query. If you would still like to get in touch with us, please complete the form with your enquiry at the bottom of this page.

Frequently asked questions


Q. Where are orders placed on the store shipped from?
A. All orders placed on store are shipped from the UK.

Q. When placing my order via credit card, my country is not listed in the drop-down box. How can I complete my order?
A. The credit card processor does not support payments from your country. This is unfortunately out of our control. The only other payment method accepted is Paypal.

Q. I am a huge Ubuntu fan - please can you send me a free Ubuntu t-shirt or bag, and in turn I will promote Ubuntu by wearing this and spreading the good word.
A. We get many requests for us to send out merchandise and marketing materials for free, but unfortunately it isn't financially viable for us to fulfill these requests. Furthermore we invest heavily in our ShipIt programme in order to provide free copies of our CDs to people who are unable to download Ubuntu and its other flavours from our website.

Q. How do I find out more about Canonical's support & services?
A. If you have questions about our support services, please click here

Q. What do I do if I have technical problems with software which I purchased from the shop?
A. Please click here and provide as much information as possible and someone from our technical team will be in touch soon.

Q. I'm interested in becoming an affiliate partner with the Canonical Shop.
A. Unfortunately we are unable to engage in affiliate programmes at all. There are no exceptions to this.

Q. I would like to be a reseller of Ubuntu merchandise.
A. The Canonical store is built to cope with worldwide shipping requirements, therefore we are not seeking local resellers in markets at this point. We would be very happy if you were to point your customers to the Canonical store if they are looking for Ubuntu merchandise. We cannot supply you with bulk items at a discount – unfortunately there are no exceptions to this.

Q. How do I become an official Ubuntu CD Distributor?
A. Our CD Distributor programme is open to registered businesses that have the facilities in place to sell official Ubuntu CDs from their website to end users. If you feel that you meet these criteria and would like to become an authorised distributor of Ubuntu CDs, please fill out this application form.

If your query has not been answered with the above info, then please use the form below to get in touch with us. Please note this is only for shop-related queries! For any other queries, please click here

Contact Us
Full Name:
E-Mail Address:
Enquiry Type: My Order number (if applicable)
Enquiry:

Store Information


Technical queries
Unfortunately we cannot answer general Ubuntu technical questions via the shop. For further help, please click here.

Support & services
For more information about Canonical support and services, please click here.
Please note that we cannot answer general support queries through the shop. If you have any questions about our support services, please contact us

Sales tax
UK sales tax of 17.5% is applicable on all products and is payable to all orders shipping within the EU. This includes gift orders. Orders shipped outside the EU will not be charged VAT. Please be aware that local Customs may charge you duty and tax on your order and we have no control over this. Once you have created an account on the store the prices displayed will be INC VAT or EX VAT depending on your registered country.

Calculating shipping costs
Shipping costs are worked out automatically and are displayed when you reach the checkout (but before you finalise the order). They are based on the exact items in your basket, the exact delivery address and the chosen method of shipping, so unfortunately we are unable to provide you with a quote via email.

Payment options
You can pay with the following methods:

  • Worldpay (Visa, Visa Electron , Mastercard, Solo, Switch, Maestro etc)
  • PayPal

Shipping
All orders for items in stock are dispatched within 2 working days. All deliveries are made from the United Kingdom. The approximate time of shipment to all European countries is 3-7 days, shipping time to non European countries is 7-14 days.

  • (Inside UK) Royal Mail Recorded
  • (Outside UK) Signed For Surface Mail (can take up to 12 weeks)
  • (Outside UK) Signed For Air Mail
  • (Worldwide) UPS

We only offer trackable shipping options for items outside of the UK. This may not be favourable for most people in terms of cost, but at least we can guarantee that the customer will receive the goods they paid for.

We deliver goods worldwide.

Returns / exchange
If you are not happy with your purchase, please return the item within 14 days, together with the original invoice. We will credit your account, or exchange the item for another selection.

Please return the item in its original condition to:

Canonical Store
C/O Merchandise Mania
6 Elstree Way
Borehamwood
Herts, WD6 1RN
England

Please note Software CDs can only be exchanged for the same item. Shipping charges are not refundable.
If you have any questions please contact us by using the contact form below. Please include the order number and the item you would like to return.

Suggestions for new items
Thank you for suggesting new products you would like to see included in the range. Please note, we cannot respond to each suggestion individually, but we will take it into account when doing a range review.

Prices shown are subject to VAT for customers in the EU