Delivery & Returns
Delivery Information
At present Edinburgh Woollen Mill Online only delivers to the United Kingdom. We do not deliver internationally.
| Delivery Service |
How long will it take? |
Price |
| Standard |
72 hour delivery service, Monday to Saturday - includes Saturday as a normal delivery day, up to 17.30 hrs. (excluding public holidays).** |
£3.99 |
| Next Day* |
Orders placed by 2.00pm Monday to Friday, delivered next day, Monday to Saturday - includes Saturday as a normal delivery day, up to 17.30 hrs. (excluding public holidays).** Orders placed after this time will be charged for, but may not reach you next day. |
£4.99 |
*Signature required ** A small number of areas - Scottish Highlands and Islands, Northern Ireland, Isle of Man, Isles of Scilly - may take up to 7 working days.
If you would like to have your order sent to separate addresses, you can do so once you are in the Delivery section. Select the "Advanced Delivery" page, where you can apply separate addresses to each item you purchase. Each delivery address will be charged a separate delivery fee.
You will not be allowed to submit an order with items that are out of stock.
If only part of your order is available, we will dispatch the items that are in stock and cancel the out of stock items. You will not be charged for any items that are not sent to you.
Our Standard Deliveries are made by Home Delivery Network (HDN). A fully Tracked Service (via HDN customer service website) This is a 72 hour delivery, which includes Saturday as a normal delivery day, up to 17.30 hrs. Up to 2 delivery attempts will be made then a Card will be posted if left elsewhere ie: with neighbour.
Our Next Day Deliveries are made by HDN. and can be fully tracked (via HDN customer service website) This is a 24 hour delivery, which includes Saturday as a normal delivery day, up to 17.30 hrs. Up to 2 delivery attempts will be made then a Card will be posted if left elsewhere ie: with neighbour.
Your order will be shipped to you as soon as possible, subject to payment card authorisation and stock availability.
If the dispatch confirmation email is sent to you before 4.00pm, Monday to Friday, your order will be collected by HDN that day. Orders with dispatch confirmation emails sent after these times will be collected by HDN the next business day.
We cannot guarantee delivery within our usual timescales to a small number of areas. Please allow up to seven working days for deliveries to the Scottish Highlands and Islands, Northern Ireland, Isle of Man, Isles of Scilly.
All deliveries will be made according to the carriers' standard procedures. Our standard delivery service does not require a signature, but our express delivery is recorded and as such requires a signature. Packages that will not fit through your letter box may be taken back to the postal depot for collection.
Up to 2 delivery attempts will be made then If no one is available to receive the item, HDN will issue a "While you were out" card that will inform you that your item has been left with a neighbour or returned to the delivery office. You can then arrange for redelivery, or pick the item up in person.
Tracking Your Order
You can review the status of your order at any time by logging in to the ‘My Account’ section of our website and selecting ‘Order History’. Alternatively, you can click the "Parcel Tracking" link in your dispatch email or via the HDN customer service website.
If you would like any help in finding out the status of your order or tracking its delivery progress, please contact our customer services team via email on customerenquiries@ewm.co.uk or contact our customer services team direct on FREEPHONE 0808 202 0242.
If you are not 100% satisfied with the item(s) you have ordered, we will give you a full refund provided that you return the item(s) to us within 28 days of receipt and in a re-saleable condition - i.e. in their original packaging, unworn, unwashed and complete with their original labels.
We reserve the right to refuse a refund for items returned that are not in a re-saleable condition.
You do not need to inform us before you send us a return.
If we have made a mistake on an item sent to you, or it is faulty, damaged or of unsatisfactory quality, we will refund the delivery charges that you have paid to receive that item – unless it was sent to you with other items that you are not returning for any of the reasons above.
We will only refund the price of the item to the purchaser once it is received by us. Please allow up to ten working days for items to reach us, and a further five days for the credit to show in the purchaser’s account.
Products We are Unable to Refund
Underwear and jewellery for piercings cannot be returned for hygiene reasons. This will be indicated along with the product information on our website.
These conditions do not affect your statutory rights.
Returns can be made in either of the following ways:
1. Returns via any EWM store shown with the Store Finder on the website.
As long as it is within our returns policy guidelines, simply take the dispatch/refund note and the product you wish to return or exchange to your nearest store and tell the sales assistant you bought it online. The assistant will be happy to either process your refund via the original payment method, or help you find an alternative product.
Returns cannot be made within our concession stores or our factory outlet stores.
2. Returns via free Home Delivery Network collection
HDN will pick up items you wish to return - details of how to arrange this will be enclosed with your order. You must complete the Returns Note attached to the Dispatch Note indicating the quantity you are returning and the reason for the return.
Keep details of goods returned, together with the remaining part of the Dispatch Note and Proof of Return Document, until you have received your refund, in case of the unlikely event of returned goods being lost in transit.
Make sure that you are issued with a Proof of Collection Document when HDN collect your item for return.
Allow up to ten days for your goods to reach us.
Refunds Policy
Refunds will only be processed on items returned within 28 days.
All refunds will be made back to the payment card which was used to pay for the original order.
We are unable to offer credit notes.
We only offer exchanges in our standalone UK stores.
We do not offer an exchange service via the post.
If you would like an alternative item or size, please return the unwanted item(s) and place a new order for the item(s) which you would like. We will refund you for the returned items as per our standard policy.
Lost the Original Returns Paperwork?
If you no longer have the pre-paid free returns label please address the package to:
The Edinburgh Woollen Mill Ltd
Unit 1
Common Lane
Fradley
Lichfield
WS13 8NQ
Please make sure that you include the following information:
Order number
Name and address, including postcode
Contact telephone number
Email address
Reason for return:
- Too small
- Too big
- Wrong colour
- Damaged on receipt
- Wrong item received
- Not suitable
- Faulty
- Other
Write the order number on the top left-hand side of the packaging to help us to identify your parcel at our warehouse.
You will need to pay for the postage yourself.
Can I Return an Unwanted Gift?
All orders can be returned by following the standard return policy and the return instructions on the dispatch paperwork. However, please note that our returns process is automated and the original purchaser will receive all of the standard notification emails for any return or refund requested.
If you request a refund, it will be made to the original payment card. We are unable to offer credit notes.
Unwanted gifts can be returned to your nearest store with the Dispatch Confirmation for an exchange only.