The Edinburgh Woollen Mill has over 300 stores nationwide. The business is divided into High Street, Tourist and Destination stores, but the products for sale on our website focuses specifically on our High Street range. To find your local Edinburgh Woollen Mill Store click our Store Finder, or if you are looking for a particular product range contact customer services on freephone 0808 202 0242 (9am - 5.30pm, Monday to Saturday inclusive).

What do you do with my personal details and are they secure?

We have taken every possible measure to make our website safe and secure for your peace of mind. We use the very latest SSL encryption technology and take the security of your personal data very seriously.

To check that you are in a secure area of our website, you will see a locked padlock in the bottom right of your browser. If the padlock is unlocked, you are not in a secure area and any of your personal details entered here will not be entirely safe.

The Edinburgh Woollen Mill confirms that any personal information you supply to us will only be used in accordance with the registration that we have with the Information Commissioners Office. It will only be used for:

Processing your orders
For statistical or survey purposes to improve this website and its service to you
To serve website content and advertisements to you
To administer this website
If you consent, to notify you of products or special offers that may be of interest to you.

For further information regarding this question, please read our Privacy Policy.

How can I change my personal details?

Before you order online, you will need to set up an account to make it faster for you at the checkout. If you have changed your name or address, you can automatically update your personal details in My Account. Select ‘Personal Details’ and you will be able to update accordingly.

If you have a store loyalty card and have either lost this or would like to update your details, please send your new details by post to: Privileged Customer Card, The Edinburgh Woollen Mill Ltd, Waverley Mills, Langholm, Dumfriesshire, DG13 0EB. Alternatively, you can visit your local store. Click the Store Finder and follow the instructions to find your nearest store.

When writing, please include the following information:

Existing name
New name
Loyalty Card Number (barcode on the back – begins with the letter ‘L’)
Your full address with Postcode (Previous & New)

Where can I find out more about the sizing of the products you sell online?

The Edinburgh Woollen Mill has developed a useful guide to assist you with sizing details. To view, click our Size Guide.

If you are having trouble with the size guide or would prefer to talk to someone in person, please contact our customer services on freephone 0808 202 0242 (9am - 5.30pm, Monday to Saturday inclusive).

Where can I find out about the wash and care instructions for the products you sell online?

We provide basic wash and care instructions on each product..

Are all of the products from The Edinburgh Woollen Mill available to buy online?

All product ranges featured in our brochures will be available online. However, there will be some products available in our high street stores that will not be available online. We are continually updating our online catalogue to include as much of our High Street product as possible. If you are looking for a particular range and are unsure which store will have it, contact customer services on freephone 0808 202 0242 (9am - 5.30pm, Monday to Saturday inclusive).

Orders

What will happen when I place my order?

The ordering process should be easy to follow as you move through the site. If you do have issues with ordering, or if anything is unclear, please email Customer Services at customerenquiries@ewm.co.uk or telephone (freephone) 0808 202 0242 (9am - 5.30pm, Monday to Saturday inclusive).

You will have the opportunity to enter payment details and review your order prior to confirming. The page includes a cost breakdown of the order and also indicates that you are in a secure section of the website. If you click back to the homepage from the secure location, you may receive a warning indicating that you are moving to and from a secure location.

Once the ‘Submit Order’ button is selected, providing that the order has successfully been completed (i.e. the customer has not been informed of any product being out of stock and his/her details are correct), you will be re-directed to the Order Confirmation page and will receive an order confirmation email that contains essential information relating to your order.

When your order is ready to be dispatched, you will receive an email indicating that the order will be with you in the near future.

What if there is a problem placing my order online or I am not sure it has gone through?

Before you submit your order, you will need to have opened an account to register your details. If you believe you have placed an order but are unsure if it has gone through, log into My Account and select Order History. If your order does not appear on the list, you will need to place it again. If you are still unsure, please contact customer services on freephone 0808 202 0242 (9am - 5.30pm, Monday to Saturday inclusive) or email customerenquiries@ewm.co.uk.

Can I cancel or amend an order once I’ve placed it?

Your Right To Cancel

You have a right to cancel your order and if you choose to do so you will receive full refund. However you should note that in order for us to deliver orders to customers quickly and efficiently orders are processed and dispatched almost immediately upon order acknowledgement. This means in practice that we will be unable to impact delivery and you will receive the goods you ordered.

Therefore where goods have already been dispatched before cancellation, please return them to us in their original condition and packaging. Returns to Edinburgh Woollen Mill are free using Royal Mail FREEPOST and instructions are found on the reverse of the delivery note you receive in your order. Returned or cancelled goods need to be returned to us within 28 days of dispatch. Your account will be automatically credited the value of your order once we have received the items.

Amending an Order

For similar reasons of immediate processing and dispatch we are unable to amend orders once they are placed via our website. You must therefore check your order contains all the products you want prior to payment and confirmation as we will be unable to change the details thereafter. Similarly, you must also check your billing and delivery addresses since we will be unable to amend these after your order has been acknowledged. If you decide you don’t require an item after delivery you can always return it to us using Royal Mail FREEPOST at no charge to you for full refund of your purchase price. We will only credit your account once we receive goods back to our processing centre.

What types of payment can I use online?

We accept online payment in a secure environment. We currently accept the following methods of shopping online:

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.

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.

Can I shop online using a gift voucher?

Unfortunately, customers are not able purchase products online with gift vouchers. You can only redeem vouchers in our stores. You can find your nearest store by clicking our Store Finder.

We offer a gift-wrap service that allows customers to send products direct to friends and family. The service can be applied when the customer enters the checkout process.

When will you take payment for my order?

We will take payment from you when your order is placed.

Can I track the status of my order?

Once you have ordered online, you will be able to track its status. Log onto My Account, select Order History where you can then view the details of pending or completed orders. You will receive a confirmation email when you submit your order and also a dispatch email when your items are on the way. Our postage provider, Royal Mail, also has a tracking service available.

Returns & Refunds

Our returns policy does not affect your statutory rights.

What is the returns policy for products bought online?

Returns can be made via the following options:

Return via FREEPOST

Place the goods securely inside the package along with the tear off returns section indicating the reason for return. Use the FREEPOST label, also attached to this document, to affix to the outside and then mail the package back, via your nearest Post Office.

Please keep hold of your receipt as a proof of purchase. This does not affect your Statutory Rights.

Return Items To Store

If you wish, you can return any item bought online to your nearest Edinburgh Woollen Mill store. To find your nearest store, click on our Store Finder. Simply take your item, with your dispatch note as your receipt and proof of purchase, to your nearest store where a member of staff can complete your return.

All goods must be in their original packaging, unused or unworn and be in a fully saleable condition.

Exchanges

Exchange of items for alternatives can be made via the following options:

In Store – items can be exchanged for items of equal or greater value, when you simply pay the difference.

Freepost - return your goods using the pre-paid postage stamp included in your original delivery and re-order the correct item(s) via our website. You will be issued a refund on the items that you have returned.

Non Returnable Items

There are some items which cannot be returned. In the interests of hygiene, swimwear may only be returned if the hygiene strip is intact. For similar reasons, earring jewellery and food items cannot be returned. Any duvet, pillow, cover product or similar soft furnishings may not be returned unless faulty. This does not affect your Statutory Rights.

Gift Item Returns

If you are returning an item received as a gift, please return the item to store within 28 days of receipt for a refund. Please ensure you take the paperwork received with the package. Gift returns made via Freepost will be credited to the senders payment method used when placing the original order. Gift returns must be unopened, in the original packaging, in pristine, re-saleable condition in order to receive a refund. This does not affect your Statutory Rights.

Will you send me confirmation when you receive my parcel?

Unfortunately, The Edinburgh Woollen Mill is unable to directly confirm with the customer when we have received your returned items. Our returns are delivered back to us within 2-3 working days and can be fully tracked by the customer through Royal Mail, trading facility.

How long will my refund take to process?

Once you have returned your online goods by post to our fulfilment warehouse, the item will be checked.

Once processed, a credit transaction will be made for the returned goods directly back to the debit, credit or charge card you used to pay for the items on your original order. Please contact Customer Services on freephone 0808 202 0242 (9am - 5.30pm, Monday to Saturday inclusive) if you have any queries. Please allow 10 working days after our receipt of the goods for the credit to appear on your account.

Alternatively, if you return your goods purchased online to your local Edinburgh Woollen Mill store, the refund will be processed immediately (as long as the goods are re-saleable).

Can I obtain a refund on sale items?

Yes, all items purchased at sale prices online can be refunded.

Delivery

What are your delivery options and what charges do you apply?

The Edinburgh Woollen Mill online uses Royal Mail to deliver our orders. At present, we can only deliver to UK addresses. For deliveries to the Channel Islands, providing a relevant postcode prefix is provided, tax will be removed.

The standard charge is £3.99 per order with a delivery period of 3-5 days. Alternatively, you could select Express Delivery (arrives within 1 - 2 days).

For more information, please read our Delivery and Returns procedures.

Can I have my order delivered to an alternative address?

You can choose to send your entire order to an alternative address or even breakdown your order to send to different addresses. If you choose to breakdown your order, you will be charged postage for each separate address to which you send the goods.

Will I have to sign for the delivery when it arrives?

Your delivery will require a signature on arrival.

What happens if no one is in when my parcel arrives?

If no-one is available to receive your parcel, you will be left a card with details of how to collect it from your nearest postal sorting office.

Everything Else

How can I find out about events, sales and special occasions?

By registering your email address with us. You can do this by entering your email address in the box at the foot of this page. We will keep you informed about company events and sales promotions. If you wish to stop receiving emails from us simply use the Manage Your Subscription link, which can be found at the foot of all our emails. If you encounter any problems please contact Customer Services

Alternatively, you can sign up for a loyalty card in store to be notified on local store events.

How can I apply for a job at The Edinburgh Woollen Mill?

You can find out about our latest vacancies and how to apply for them in our Careers section.

How can I contact Customer Services at The Edinburgh Woollen Mill?

If you wish to contact us, in relation to any aspects of our products or services, please do so using the following means:

Telephone: (FREEPHONE): 0808 202 0242 (9am - 5.30pm, Monday to Saturday inclusive)

Email: customerenquiries@ewm.co.uk

Post: Customer Services, The Edinburgh Woollen Mill, Waverley Mills, Langholm, Dumfriesshire, DG13 0EB.