Frequently asked questions

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

Q. When placing my order and paying with 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.

Q. How can I get an Ubuntu CD?
A. Since the closure of the Ubuntu Shipit programme, the way’s in which you can now obtain an Ubuntu CD is as follows:

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. 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.

Q. I would like to buy some items in bulk. Do you offer any discounts?
A. Unfortunately we do not offer bulk discounts but this may be something we look to introduce in the future.

Q. What is your return policy?
A. You may return a product for a refund or exchange (if due to our error) within 30 days of the order shipment date. (The order shipment date and order notification are provided to you by email). All returns must be accompanied with a Return Merchandise Authorisation number (order number #).

Q. If we shipped you the wrong product, or it arrived defective or damaged
A. No problem. Just contact us within 30 days of the item's original shipping date to arrange for the return of your purchase. We will send a replacement or refund you for your purchase, provided the returned item(s) are received back in their original packaging, along with all accessories, warranty cards, manuals, software, etc., where applicable.

Q. If you ordered the wrong item, wrong size, or simply changed your mind
A. we will refund you for your purchase (minus the shipping cost), provided the returned item(s) are received back in their original packaging, along with all accessories, where applicable, provided your purchase is in "as-new" condition, and the purchased product was not noted as a clearance, close-out or non-returnable item. When your return is received, you will be issued a refund to your credit card/PayPal account for the merchandise only).

Ship your package back to us at the following address:

Merchandise Mania Returns T/O InnerWorkings
Order number: [include your order number here]
FAO Merchandise Mania
5 Cranbrook way
West Midlands
B90 4GT
United Kingdom

Q. Can I just exchange my items for other ones?
A. At this time, we do not process a straight exchange of an order. If you need a different size or colour of an item you ordered, when your return is received, you will be refunded for the amount of the item.

Q. My order went missing via the Registered Air Mail option. What do I do?
A. In the unfortunate case of a missing order through Registered Air Mail delivery, the following applies:

  • International orders
    Once 28 working days have passed since dispatching the delivery, we can issue a claims form to be sent to The Royal Mail for investigation.

  • UK orders
    Once 15 working days have passed since dispatching the delivery we can issue a claims form to be sent to The Royal Mail for investigation.

  • Please note:
    Once Royal Mail has received the claim, investigations can take up to 90 days.

  • If your query has not been answered above, please complete the 'Contact Us' form to get in touch with us. Please note this is only for shop-related queries!

    For any other queries, please click here

Prices shown are inclusive of VAT at 20% for deliveries to the EU.
Orders from outside the EU exclude VAT and may be liable to local tax and import duty.
Prices shown do not include carriage charges.