Please select your jurisdiction from the list below
FAQs
Index
Your Account
LOGIN TO YOUR ACCOUNT
Q: How do I login to my account?
A: You can log into your account through our app or by clicking the My Account icon next to the shopping basket on our website.
Q: Why can’t I log into my account?
A: If you are having trouble logging in:
- Try resetting your password.
- Double-check that you are using the email address you used when setting up your account or placing your order. If you no longer have access to that email address, please fill out the contact form and let us know both your previous and new email addresses.
YOUR ACCOUNT (BEFORE YOUR EVENT)
Q: I am not sure what degree to select?
A: We are not able to provide specific guidance on which award you should select. If you are unsure, please reach out to your course tutor, or institute administration.
Q: My student ID is not recognised when trying to access a ceremony?
A: Please reach out to your university graduation team to confirm your graduation date, as well as the surname, student ID and email address that they have on file for you.
Q: Why is my ceremony date not available to select?
A: Your ceremony date might not be available due to:
- Your ceremony is not open for ordering yet, please check again at a later date.
- Your ceremony may be closed for pre-ordering. If you haven’t yet ordered, please fill out our contact form.
Q: How can I confirm that my order has been placed?
A: You’ll receive a confirmation email and you can also check your order details anytime in the My Account section of your account. Please check your junk folder if you have not received an email.
Q: What forms of payment do you accept?
A: We accept credit cards (Visa, Mastercard and AMEX), debit cards (Visa Debit). We do not accept cash at all ceremonies therefore bringing a payment card is the safest option.
Q: I am receiving an error on the website - how do I report it?
A: If you run into an error on our website, please fill out our contact form. We will do our best to resolve it as quickly as possible.
To help us assist you better, it would be great if you could include the following details:
- Time and date of the error
- What action caused the error
- The error message you saw
- Which browser you are using
- Whether you are on a desktop, tablet or mobile phone
- Screenshot of the error message presented
If you are viewing this error on a mobile device, we advise attempting on a laptop/computer as these are more compatible with our website.
Tickets
PLACING YOUR ORDER (BEFORE YOUR EVENT)
Q: How do I order tickets?
A: To order your tickets for your graduation, please go to:
- Graduation Hub
- Input your graduation details
- Select which tickets you want
Q: How do I amend my ticket order?
A: If you would like to update your ticket order (add or remove tickets), you will need to:
- Log into your account
- Select View/Edit on your order
- Select Amend Ticket Order
Do not remove any items from your basket as this will remove them from your original order.
Q: I cannot place/amend my order for tickets?
A: Make sure you are ordering before the ticket deadline. If the deadline has passed, please reach out to your institution for assistance. If ticket services are still open and you are having trouble with your order or would like to know the ticket deadline, please fill out our contact form.
Q: Do I need to order a ticket for myself even if I am not bringing any guests?
A: Yes, you will need to order a ticket for yourself to confirm your attendance. If you have ordered your ticket(s) through our website, you will be asked to select your student and guest ticket(s). If you have ordered your ticket(s) directly through your institution, please reach out to the institution administrator for further details.
Q: If I book a ticket for the wrong ceremony, can I just amend my record?
A: Unfortunately, if you have booked the wrong ceremony, you'll need to cancel your current order via our contact form and place a new order for the correct ceremony. Please use the contact form and do not cancel your order online as you may not be able to replace your order without speaking to us first.
YOUR TICKETS
Q: How will I receive my tickets?
A: Your institution will choose one of three options for ticket delivery:
- E-ticket – A few days before your ceremony, you will receive a Final Ticket Order Confirmation email. This email will include an attachment with your purchased tickets.
- Post – Your institution will mail your tickets to you.
- Collection on the day – You can collect your tickets on the day of your ceremony by approaching the registration desk and stating your name.
Be sure to check your institution's ceremony information for the method they have selected.
Q: Will there be extra tickets available?
A: Your institution manages all ticket allocations. If any extra tickets become available, they will reach out to you or post an announcement on their website. Be sure to check your institution’s ceremony details for more information.
Hired Academic Dress
PLACING YOUR ORDER (BEFORE YOUR EVENT)
Q: How soon should I order my graduation outfit?
A: As soon as your institution has announced your graduation, we will open for academic dress pre-orders. Please be advised that some institutions may not be open for ordering as soon as they have made an announcement with yourselves. We advise you to order as soon as possible to ensure there is an outfit for you. Please note that our pre-ordering service can close up to 21 days before your ceremony.
Q: What can I do if I am too late to order my outfit online?
A: For the majority of the institutions that we provide for, we offer limited on the day academic dress hires at the ceremony. If you would like to check whether we accommodate this service for your institution, please reach out to us via our contact form.
YOUR ACADEMIC DRESS
Q: How do I measure my height?
A: We need your full measurement from the top of your head to the ground. A good tip to do this is to stand against a wall and put a bit of stick tape at the top of your head or a pencil line, step away from the way and measure from this line to the floor. Just be sure that you are not wearing any heeled shoes while measuring.
Q: How do I measure my head?
A: To get your measurement, start by measuring one inch (2.5cm) above your eyebrows, then wrap a fabric tape measure all the way around your head. Please take into consideration your hairstyle on the day as this can impact your head measurement.
Q: Why can I not add a hat to my order?
A: Hats are only available for order if it is part of your institutes academic dress regulations.
Q: Can I get a hat if it is not part of my institution’s academic regulations?
A: Yes, you can purchase a hat, but please note you will not be allowed to wear this item during your ceremony. You can either add this purchase when placing your hire order or click here to make a purchase.
Q: What does "full outfit" mean?
A: “Full outfit” means all the items you will need for the award you are receiving. This usually comprises of a gown, hood and hat – although this can vary by institution and/or award.
Q: How will I know how to wear the outfit?
A: Our ceremony staff attend most of our ceremonies and if so, will assist you with putting on your academic dress when you pick it up. As experts in academic attire, they will make sure you’re looking your best for the occasion.
Q: How will you know what outfit to provide me?
A: When you go to hire your academic dress, we will ask you the institution you attended, the level and name of award received. This information will allow us to provide you with the correct outfit as agreed with your institute.
Q: What will my gown look like?
A: The style and colour of your academic dress will depend on your institution. You will be able to see the colour when you place your order, and it will also be included in your confirmation email.
Q: What should I wear under my robe?
A: Graduation ceremonies are traditionally a formal occasion, so we recommend dressing appropriately for the event. While your gown will cover most of your outfit, we want you to feel comfortable. Many graduates opt for suits, dresses, or similarly formal attire for the day.
Q: Can I have my measurements taken in an Ede & Ravenscroft shop?
A: Unfortunately, this is not possible. However, you can find helpful instructions on how to take your measurements in questions “How do I measure my height” and “How do I measure my head”.
Q: What does “extra hire time” mean?
A: If you chose “extra hire time”, you can take the robes home for up to seven days and return them using the prepaid postage bag provided to you on the day of your ceremony. Instructions for using the bag are inside and we recommend keeping proof of postage. Please note, the outfit cannot be taken out of the United Kingdom.
Q: What should I do if I have special dressing requests?
A: If you have any special requests regarding dressing, please reach out to us via our contact form to see how we can accommodate your needs and please make sure these are listed in the Special Requirements field when ordering.
COLLECTING YOUR ACADEMIC DRESS
Q: Can I collect my gown without a printout of my confirmation email?
A: Yes. It’s not necessary to have a printout but having your order details (Hire code and Order number) ready will speed along the collection process. You can provide your order details in the following ways:
- In our app
- Written down
- Via the text message you will receive as a reminder
- Confirmation email on smartphone or tablet
Q: Where do I collect my hire outfit?
A: Your institution will designate a specific area for this which will be clearly sign posted on the day. If you would like clarification on the location before the ceremony, please reach out to your registry office.
Q: When can I collect my hire outfit?
A: On the day of the ceremony, please head to our gowning location where you will be able to collect your academic dress up to 2 hours before your ceremony.
If your institution has specified any alternative instructions, you will receive these in your Order Confirmation email.
Q: Can I return my outfit to my nearest Ede & Ravenscroft store?
A: Unfortunately, you cannot return the outfit to one of our stores. However, you can easily return it to our gown drop off points on the day of your ceremony.
Q: What will happen if I do not return my gown hire on time?
A: You will need to get in touch via our contact form to complete a payment of up to £40 to receive a pre-paid returns bag and label to return the outfit to us. If you fail to contact us within 24 hours after your ceremony, you will be charged the outfit replacement cost.
Photography
PLACING YOUR ORDER (BEFORE YOUR CEREMONY)
Q: How soon before my ceremony can I pre-order my photographs?
A: You can usually pre-order your photographs until a week before the ceremony, but there may be some instances where pre-orders will close earlier.
Q: Can I purchase photography on the day?
A: On the day of the event, you will have the option to pay for a non-refundable sitting fee to have your portraits taken. The price of this will depend on whether you would like photographs taken on your own or with friends/family.
Post event, you will be sent a link where you will be able to choose a photography package for purchase and select your preferred image. Your £20 sitting fee will be deducted from your final purchase using the discount code on your sitting fee receipt. This must be used within seven days after the ceremony.
Please note that if you do not purchase a photography package after the event, your sitting fee is non-refundable. If you purchase a photography package pre-event, your sitting fee is already included.
Q: Do I have to book a time?
A: There is no need to book a time slot, we operate on a first-come, first-serve basis. However, we do recommend allowing plenty of time as queues can vary depending on demand. Pre-booking your photography package in advance also helps speed things up on the day.
Q: What if I have not heard from you after I have placed my order?
A: You should have received a confirmation email to bring with you to the ceremony. If you have not received this, check your junk folder. If it is not there, please log onto your account to check if your order has been placed. If you see your order in your account, select View/Edit and resend your confirmation email. If you cannot view your order or the resend confirmation button, please reach out to us through our contact form.
Q: Myself or my guest has special requirements, can they be accommodated?
A: If you have any special requirements, please reach out to us through our contact form so we can make your day as smooth as possible.
Q: What photography products do you offer?
A: When you are placing your order on the website, you will be able to see all our photography products and what they include. We offer a range of printed and framed photographs.
Q: Will there be more than one choice of background at my ceremony?
A: We typically provide a titanium background which offers a modern backdrop. Some institutes do offer other options, such as traditional library, but availability is down to your institute. If multiple options are available for your ceremony, you will be able to choose on the day which you prefer.
Q: Do I have to order the award presentation photograph before the ceremony?
A: Unfortunately, we cannot take orders for these before the event, but where your institute asks us to provide award photography, you will be able to either purchase on the day after the event at our print desk or online via an emailed link. Please keep an eye out on the day for your specific options.
YOUR PHOTO SHOOT ON THE DAY
Q: Where are the studios located?
A: Your institution will designate a specific area for this which will be clearly sign posted on the day. If you would like clarification on the location before the ceremony, please reach out to your registry office.
Q: What time are the studios open?
A: We start taking photographs as soon as the venue opens – but don’t forget to collect your gown first. We usually close an hour after the last ceremony of the day, but times might vary depending on your institute. If you are unsure, feel free to ask any of our staff for more information, and remember to allow enough time to get your photo taken.
CONFIRMING YOUR ORDER (AFTER YOUR EVENT)
Q: How do I select the images I want printed?
A: Within 48 hours after your event, you will receive an email with a link to complete your image selection. If you have not received the email within 48 hours, please reach out to us via our contact form.
Q: I have lost my sitting fee receipt, what should I do?
A: If you have lost your receipt, just fill out our contact form, and we will be happy to assist you.
Q: How long do I have to select my images?
A: You will have seven days from when the images have been uploaded onto your account to select your preferred photographs. If you do not select your images within this time, our editing team will choose for you.
Q: What should I do if I am unable to confirm my images?
A: This is likely that the photo selection period has finished therefore, your order has been sent to our editing team to pick the best image for you. If you would still like to choose your image(s), just fill out the contact form, and we will do our best to assist you. Please note, that is might not always be possible if your images have already gone to print.
Q: What should I do if there are no images to view when I click the link in my email?
A: If no images appear, please reach out to us through our contact form.
DELIVERY
Q: How long will my photographs take to arrive?
A: Your photographs will be shipped to the address on your account within six weeks once image selection has been completed.
Q: What should I do if I have received my order and there is a damaged item?
A: If you have received a damaged item, please reach out to us through our contact form. In your contact form, please include.
- Your name
- Order number
- Issue regarding your product (please include photographic evidence where appropriate)
Q: What should I do if I have received my order and there is a missing item?
A: If you have received an order with a missing item, please fill out our contact form making sure to include your order number and the items that are missing.
Purchase Academic/ Memorabilia
DELIVERY
Q: When will my purchased item arrive?
A: This depends on what you have ordered. You can find the dispatch time in your confirmation email.
Q: Will I receive my purchased accessories with my hire outfit?
A: No. Hire orders will be delivered straight to your graduation ceremony, while purchased orders will be sent to the shipping address you provided.
Q: What should I do if I receive my order and there is a damaged item?
A: If you have received a damaged item, please reach out to us through our contact form. In your contact form, please include.
- Your name
- Order number
- Issue regarding your product (please include photographic evidence where appropriate)
Q: What should I do if I have received my order and there is a missing item?
A: If something is missing from your order, please fill out the contact form, and we will get it sorted for you.
Q: What should I do if the academic dress I wish to purchase is out of stock?
A: Sign up for our stock notification to be the first to know when the item is back in stock. You will get an email as soon as it's available again.
Private Hire
ABOUT PRIVATE HIRE
Q: What is private hire?
A: Private hire is a service we provide for you to hire your academic dress outside of the graduation ceremony period. You need to complete your course to use this service. We would ask for proof of this by asking for one of the following:
- Certificate of award
- Invitation to ceremony
- Transcript of award
- Student ID
Q: How much notice do I need to give to privately hire an outfit?
A: We usually need at least ten working days to prepare the requested outfit.
Q: How long is the private hire for?
A: The private hire period is one week. If the outfit is not returned within this period, you will incur an additional charge.
Q: What if I need to extend the hire period of the outfit?
A: If you would like to extend the hire period, feel free to reach out to us directly at – private.hire@edeandravenscroft.com
Q: Can I take the outfit outside of the United Kingdom?
A: Unfortunately, privately hired outfits can’t be taken outside of the United Kingdom. If you need to arrange this, please get in touch at – export@edeandravenscroft.com
Q: Can I purchase the privately hired outfit?
A: Unfortunately, the hire outfit is not available for purchase. However, if you would like to buy an outfit, you can check out the Purchase Academic Dress section of our website.
Q: Private Hire is currently closed; how do I place my order?
A: Our Private Hire service may be closed during our busy graduation ceremony periods. If you are academic staff and need an outfit, please feel free to contact us at private.hire@edeandravenscroft.com
DELIVERY
Q: How will I receive the outfit?
A: The outfit will be delivered to the address provided when you have placed your order.
Q: How will the outfit be delivered?
A: Your outfit will be delivered either by UPS or DPD, depending on where you’re located.
Q: How long does the delivery normally take?
A: Once the required date has been confirmed, we aim to dispatch orders a few days prior to this. Orders for UK mainland delivery will be attempted the next working day. Please keep in mind that deliveries to locations outside the UK mainland or remote areas may take a little longer.
Q: Does someone need to be present at the address to sign for the parcel?
A: The courier usually needs someone to sign for the parcel. If you are not available, they will take the parcel to a local drop-off point for you to pick up within five days.
Q: What should I do if I have not received my order?
A: If you have not received your order, please email us on private.hire@edeandravenscroft.com
Q: What should I do if I have received my private hire order, and the incorrect outfit has been sent?
A: If you have received the wrong outfit, please email us on private.hire@edeandravenscroft.com as soon as you can, and we will do our best to sort it out for you.
RETURNING ACADEMIC DRESS
Q: Should I clean the outfit before sending it back?
A: Please do not worry about cleaning the outfit before returning it – we will take care of that for you once it is back with us.
Q: How do I return the privately hired outfit?
A: Please return the outfit using the pre-paid returns bag included in your order to your local courier pick-up location. If you need any help with the process, please check the courier’s website for more details.
Q: What is the red tag in my outfit that says Do Not Remove?
A: When your outfit is returned to our warehouse, we use this tag to mark back your order as returned. If the tag is removed, we cannot identify your order to mark it back as returned therefore, please do not remove your tag as there could be an additional charge.
Q: Can I return my outfit to my nearest Ede and Ravenscroft store?
A: We do not accept returns to our stores. You will need to return your items using the pre-paid returns bag.
