Terms & Conditions
Welcome to www.ewm.co.uk website terms and conditions. These terms and conditions apply to the use of www.ewm.co.uk and the selling of our products to you subject to the conditions set out on this page.
By using www.ewm.co.uk you agree to be bound by the terms and conditions set out below. If you do not agree to be bound by these terms and conditions, you may not use or access this website.
If you have any questions relating to these terms and conditions, please contact our customer services team before you place an order at customerenquiries@ewm.co.uk. This site is owned and operated by The Edinburgh Woollen Mill Ltd (EWM”, “we” or “us”).
Registered office: Waverley Mills, Langholm, Dumfriesshire, DG13 0EB
Registered number: SC024081
VAT number: GB 263 6530 59
Intellectual Property Rights
All intellectual property rights, trademarks and copyright for all material on the website is owned by or licensed to us. You may use any of the information within www.ewm.co.uk for your personal use only. You agree not to copy, transmit, reproduce, publish or distribute any material from the website or use any information for non-personal or commercial purposes. You may print extracts from the website or download and copy information to a local hard drive for your personal use only. You may not link or frame the website or any part of it without our express permission.
Your Account
You are responsible for the confidentiality and maintenance of your personal account information and password. You accept responsibility for all activities that occur under your account and password. It is important that you keep your personal details and password confidential and secure. If you have any reason to suspect that your password has become known by someone else, or has been or is likely to be used without your authorisation, you should contact us immediately. We shall not be liable to any person for any loss or damage as a failure by you to protect your password or account details.
www.ewm.co.uk reserves the right to refuse access to the website, terminate personal accounts, amend and remove content and cancel orders (at no cost to you).
Registration
You guarantee that when you register with us as a customer, all of the information that you provide is true, accurate and up to date. If any of the information provided changes, you must inform us immediately by contacting our customer services team at customerenquiries@ewm.co.uk.
You must not impersonate any other person or entity or use a false name or a name that you do not have authority to use. You must not use the website in any way which will cause, or is likely to cause, the website to be impaired, damaged or interrupted in any way. By placing an order on our site you warrant that you are legally entitled to enter into binding contracts.
Your Conduct
You must not use www.ewm.co.uk for any of the following activities:
- For any fraudulent activity
- In connection with any criminal activity or unlawful act
- To transmit or distribute a virus, Trojan, worm or logic bomb
- To transmit any material which is illegal, malicious, in any way offensive, obscene, defamatory or menacing
- To cause annoyance, inconvenience or needless anxiety to others
- In breach of copyright, trademark, confidence, privacy or other right
- Send unsolicited advertising or promotional material, often referred to as spam. Under the Computer Misuse Act 1990, breaching this provision may be a criminal offence and we will report any breach to the law enforcement authorities and disclose your identity to them.
Access to www.ewm.co.uk
We will make every effort to ensure that www.ewm.co.uk is available to use and is operating properly without any errors. However, we reserve the right (from time to time) to restrict access to the website to allow essential maintenance or upload new services and/or improvements. We will ensure that any interruptions are kept to a minimum.
Damage to Your Computer
We have made every effort to ensure that www.ewm.co.uk is free from viruses and defects. However, it is your responsibility to ensure that your computer is properly protected and updated with specialist screening software available to screen out anything that may damage it. We cannot guarantee that using this website or other websites which can be accessed through www.ewm.co.uk will not result in any damage to your computer.
Links to Other Websites
There may be links on www.ewm.co.uk that will take you to other websites. We do not monitor these other websites and cannot control their content, privacy policies or services. As such we do not accept any liability from the use of these websites.
Product Availability
All products for sale on www.ewm.co.uk are subject to availability. If for any reason your order cannot be fulfilled owing to lack of stock, you will be made aware of this on the web page where you tried to place your order.
Part Delivery
If only part of your order is available, we will dispatch the items that are in stock and cancel the out-of-stock items.
Product Descriptions
Every product is sold subject to the product description and supporting information such as size, colour, estimated delivery dates and guarantees. All sizes are in UK standard sizes (Size Guide). We make every effort to ensure that the product colour is as accurate as possible, but the colours shown may vary depending upon the setting of your computer monitor. We cannot guarantee that the colour shown will accurately reflect the colour upon delivery. We will take all reasonable care to ensure that all of the product details, descriptions and prices are correct at the time when the information was uploaded onto the website. However, the information may not always exactly reflect the position when you placed an order. Please note that the estimated delivery times are only estimates, and cannot be guaranteed. Packaging may vary from that shown. We reserve the right to refuse orders where the product information, price or product promotion has been incorrectly published.
Prices
All prices include VAT and are subject to change without prior notice.
The products will be at your risk from the time of delivery.
Ownership of the products will only pass to you when we receive full payment of all sums due in respect of the products, including delivery charges.
The price of any products will be as quoted on our site from time to time, except in cases of obvious error.
These prices, including VAT but excluding delivery costs, will be added to the total amount due as set out in the delivery information below.
Prices are liable to change at any time, but changes will not affect orders in respect of which we have already sent you in a Dispatch Confirmation.
Our site contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will normally verify prices as part of our dispatch procedures so that, where a product’s correct price is less than our stated price, we will charge the lower amount when dispatching the product to you. If a product’s correct price is higher than the price stated on our website, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection.
We are under no obligation to provide the product to you at the incorrect (lower) price, even after we have sent you a Dispatch Confirmation, if the pricing error is obvious and unmistakable and could have reasonably been recognised by you as a mis-pricing.
Promotions
We run promotions both in our stores and on www.ewm.co.uk. Some of these promotions may be exclusively online, exclusively in-store or only available to customers in certain areas.
Discounted products available on www.ewm.co.uk have been on sale at the higher marked price either on the web site or in at least one of our retail stores for at least 28 consecutive days in the last 6 months.
Our Contract
When you place an order with www.ewm.co.uk, we will send you an order acknowledgement by email containing all the details of your order. This is NOT an order confirmation but an acknowledgement that your order has been received. Our acceptance of your order will take place when we charge your payment method for your order. At this point, we will send you a dispatch confirmation email. Any products on the same order, which we have not confirmed in a Dispatch Confirmation email, will not form part of that contract.
We reserve the right to refuse an order. Non acceptance of an order may be as a result of one of the following, but not limited to: the product ordered being out of stock; our inability to obtain the authorisation for payment; the identification of an error within the product information, including price and promotion; you not meeting the eligibility to order as set out in the Terms and Conditions.
You are seeking to enter into a contract with The Edinburgh Woollen Mill Ltd when you place an order.
Contract Cancellation
We hope that you will be entirely satisfied with your purchase. Should you wish to cancel your order, prior to receiving the goods, you must do so by contacting our customer services team on 0808 202 0242 (9am - 5.30pm, Monday to Saturday inclusive). All calls are free. Please have your order reference number to hand.
If goods have already been dispatched, please return them to us in their original condition and packaging, using the return slip provided within 14 days.
Credit and Debit Cards
We accept most major cards including Visa, MasterCard, Switch/Maestro, Solo, Visa Delta and Visa Electron.
We are unable to accept payment via cheque, PayPal or any method other than those listed above.
The Edinburgh Woollen Mill Gift Voucher
Unfortunately, we are unable to accept gift vouchers on www.ewm.co.uk at the present time. However, you can purchase and use all gift vouchers in our UK standalone stores.
Payment by Phone
If for any reason your are not comfortable paying online, we do accept payment over the phone. You can do so by contacting our customer services team on 0808 202 0242 (9am - 5.30pm, Monday to Saturday inclusive). All calls are free. Our staff would be delighted to help you with your order.
General
We will only charge your card when your order is ready to be dispatched.
If there are any items in your order that are not in stock, you will not be charged for them. You will be advised by email if we are unable to complete your order for any reason. As part of our policy to protect against the fraudulent use of credit cards, we carry out random security checks on orders. These can take various forms, and may involve contacting you by telephone before your order is processed.
| Delivery Service |
How long will it take? |
Price |
| Standard |
Within 3 to 6 days, Monday to Friday (excluding public holidays).** |
£3.99 |
| Express* |
Orders placed by 3.00pm Monday to Friday, will be delivered within 1 to 3 days, Monday to Saturday (excluding public holidays).** |
£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 deliveries are made by Royal Mail Monday to Friday 9.00am to 6.00pm (Saturday to 12.00pm).
Our Express Service is sent using 1st class Royal Mail and our standard service is sent using 2nd class Royal Mail.
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 Royal Mail that day. Orders with dispatch confirmation emails sent after these times will be collected by Royal Mail 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.
If no one is available to receive the item, Royal Mail will issue a P739 ("While you were out" card) and return the item 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.
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. It may take up to seven working days from receipt to credit 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 the Post Office
- A free postage label is enclosed with your order. Complete the Returns Note attached to the Dispatch Note indicating the quantity you are returning and the reason for the return.
- Ask for a Certificate of Posting at the post office for all returns. Keep this in a safe place with the remaining part of the Dispatch Note until you have received your refund as it is your proof of postage in the event of the goods being lost in transit.
- Make sure that the Certificate of Posting has the Returns Client address and the post office date stamped confirmation on it.
- 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.
Replacement Policy
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.
Your account contains your order history, delivery details, address book and email preferences.
You can see and edit any of this information by logging in using your email address and password.
We DO NOT store any credit card information online.
Forgotten Your Password?
If you have forgotten your password, just click on "Forgotten Password" and enter your email address. We will then email you a link with instructions to set up a new password.
Your privacy is very important to us at EWM and we are committed to protecting your security. We promise not to divulge any of your personal information to any outside company for marketing or any other purpose without your permission.
We endeavour to be fully compliant with all of the relevant consumer and Data Protection legislation, and will always treat your personal information with total respect and confidentiality.
As with many large companies, communication by telephone may be recorded for the purposes of monitoring customer service standards and for security.
How Do We Use Your Information?
Any personal information which is collected during the purchasing process is only used by us and our carefully selected partner companies to ensure that we can take, process, deliver your order and maintain your account to the highest standard possible.
All of our partner companies are under a legal obligation to keep your personal information private.
We also collate statistics about the website traffic, sales and other commercial information which we use to improve our service to you. However, none of the information is on an individual basis.
With a view to understanding our customers better and where you have indicated that you would like us to, we will use the information that we have about your shopping habits to offer you products and services that are likely to interest you.
You may opt out of the various uses of your personal information at any time, even if you have previously given your consent to use it.
Opting In/Opting Out
We offer various opportunities for you to receive marketing communication from time to time, such as emails, vouchers and promotional offers.
Each opportunity will explicitly state whether it is opt in or opt out.
If you would like to change your preferences at any time or would like to see what you have signed up to receiving, please visit ‘My Account’ where a full list is displayed.
If you decide that you do not wish us to contact you, you can write to the Customer Services Department, quoting "Security and Privacy Enquiry", at The Edinburgh Woollen Mill Ltd, Waverley Mills, Langholm, Dumfriesshire, DG13 OEB.
If you no longer wish to receive any emails from us, each email we send contains an easy, automated way for you to cease receiving emails from us. If you wish to do this, simply follow the instructions at the end of any email. You may continue to receive mailings that are already on route to you for a short period of time while your request is being dealt with.
What are Cookies?
Cookies are small data files which are temporarily stored on your computer. They enable us to track your current shopping experience, save the contents of your shopping bag and gather valuable marketing information on website usage which allows us to constantly improve our service to you.
- Cookies cannot harm your computer and do not contain any personal or private information.
- In order to provide a personalised shopping experience with the highest level of security our website uses a number of cookies.
- In order to shop with us your computer must be set up to receive cookies.
- Some of our carefully selected affiliate partners may also use cookies so that they are able to track sales which have come from them; if these cookies are not accepted it will not affect the functionality of our website.
Our site uses software to provide high level SSL encryption technology to secure your data when you transmit it to us. There are two simple ways to check if a page on our website is secure.
- A small padlock sign will appear in the bottom bar of your browser or to the right of the URL (address) bar.
- The ‘http’ will be replaced with ‘https’ at the front of ewm.co.uk in the browser address window.
Although we use advanced security measures to protect your information against loss, misuse and alteration, as is the case with all computer networks linked to the internet, we cannot absolutely guarantee the security of your information provided over the internet and will not be responsible for this.
Please note that email correspondence is free format text and cannot be encrypted, therefore it is not a secure means of communication.
We will never contact you by email to ask you to send or confirm any of your personal details. If we need any information of this nature we will only contact you by phone or letter.
Never send any sensitive information, such as passwords or credit card information, via email.
If you are using a public computer then make sure you log out fully and close the browser.
When creating a password, a combination of letters and numbers is recommended. Try not to use obvious personal details such as the names of children or pets.
Keep your password private and do not use the same one for multiple online accounts.
It is recommended that you change your password frequently.
Phishing
Phishing is the practise of tricking someone into giving confidential information, such as email scams that send banking customers to a website which is not the bank’s real website.
We will never contact you by email to ask you to send or confirm any of your personal details. If we need any information of this nature we will only contact you by phone or letter.
If you receive an email claiming to be from us requesting this type of information, DO NOT RESPOND, but please let us know by forwarding the email to customerenquiries@ewm.co.uk.
Verified by Visa and MasterCard SecureCode
We have introduced Verified by Visa and MasterCard SecureCode to give you even more confidence when shopping online.
These services give you extra protection against unauthorised usage when shopping online.
All you need to do is set up a private password with your card issuer. During the checkout process you will automatically be asked to provide the password when you make a purchase.
To register for these services you must first register with the bank or organisation which issued your card.
Find out more about Verified by Visa and MasterCard.
Should you have any dispute, please email us at customerenquiries@ewm.co.uk or call us on FREEPHONE 0808 202 0242 (9.00am - 5.30pm Monday to Saturday inclusive).
We recognise how important it is that our website can be used by as many people as possible.
We have worked with our designers to ensure that our site meets the legal requirements under the Disability Discrimination Act and can be used by our customers who have visual, hearing, cognitive or motor impairments. We are continually working to improve accessibility at www.ewm.co.uk and are pleased to say that our website meets the strict guidelines provided by the World Wide Web Consortium
If you experience any difficulty using www.ewm.co.uk or have any feedback for us regarding the accessibility of the site, then please do not hesitate to contact us at customerenquiries@ewm.co.uk.
Limited Liability
We use reasonable endeavours to make sure that the content of the website is accurate, although we cannot totally guarantee this. We shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on the website. To the extent permitted by applicable law, we disclaim all warranties, terms and conditions, express or implied, as to the accuracy of the information contained in any of the materials on this website. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.
We will not be held liable for any loss of goodwill, any economic losses or any special or indirect losses suffered or incurred by any person arising out of, or in connection with, the Terms and Conditions.
Exclusions of Liability
Nothing in these Terms and Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, directors, employees, consultants, agents and affiliates. Any disclaimers and exclusions shall be governed by and construed in accordance with the Laws of Scotland. Each provision of the Terms and Conditions shall be applied separately; if any are deemed to be unlawful, void or for any reason unenforceable then that provision shall be deemed severable and shall not affect the validity and enforceability of the remaining provisions in any circumstances.
Written Communications
Applicable laws require that some of the information or communications we send to you should be in writing. When using our site, you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide you electronically comply with any legal requirement that such communication should be in writing. This condition does not affect your statutory rights.
Other Legal Notices
There may be other legal notices on other areas of the www.ewm.co.uk website which together with the Terms and Conditions govern your use of the website in its entirety.
Waiver
If you breach these conditions and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach the conditions.
Severability
If any of these terms and conditions or any provisions of a contract are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
Variation
We reserve the right to make any changes, permanently or temporarily, to the website or any of the services and policies without notice to amend at our absolute discretion. You will be bound by the details of the Terms and Conditions or the website information which was in place at the time of use or when you placed your order. It is your responsibility to check regularly to determine if the Terms and Conditions have been changed. If you do not agree to the changes, you cannot continue to use the website.
Transfer of Rights and Obligations
The contract between you and us is binding on you and us and on our respective successors and assignees. You may not transfer, assign, charge or otherwise dispose of any of your rights or obligations arising under these terms and conditions, without our prior consent.
We may transfer, assign, charge, sub-contract or otherwise dispose of any of our rights or obligations arising under these terms and conditions, at any time during the term of the contract.
Children
www.ewm.co.uk does not sell products to people under the age of 18. If you are under 18, you need to get a parent or guardian over the age of 18 to purchase on your behalf.
Events Beyond Our Reasonable Control
If we are delayed or are unable to fulfil our obligations under these Terms and Conditions as a result of events beyond our reasonable control (force majeure), including (but not limited to) strikes, lockouts, failures of third party systems, acts of god, fire, earthquake, storm, flood, natural disaster, civil unrest, acts of terrorism, deliberate damage to equipment or data, or damage of premises or equipment, we cannot be held responsible. This does not affect your statutory rights.
Law
This website, the content within it and any contract resulting from using it are governed by and construed in accordance with the Laws of Scotland and will be subject to the exclusive jurisdiction of the Scottish Courts. All contracts will be conducted in the English language.
These Terms and Conditions do not affect your non-excludable rights under law.