Where can I find the location and contact details of my nearest Edinburgh Woollen Mill Store?

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 Friday 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 by logging into your account and clicking on 'Account Information'.

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 Friday inclusive).

Where can I find out about the washing 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 Friday inclusive).

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 Friday 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?

If you believe you have placed an order but are unsure if it has gone through, log into your Account and check your orders. If your order does not appear on the list, you will need to place it again. If you are still unsure or you have used our guest checkout, please contact customer services on freephone 0808 202 0242 (9am - 5.30pm, Monday to Friday 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 pre-paid returns label. Details 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 pre-paid returns label 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, 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 Friday 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 your account, select 'My Orders' 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 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 Royal Mail

You return your items using the pre-paid returns - 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 that returned goods are lost in transit.

Please ask for proof of postage from your local post office when returning items. This make be required.

Allow up to ten days for your goods to reach us.

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.

Return via Royal Mail (as detailed above) 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.

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 Friday 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.

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 - This is a 3-5 day delivery service. Alternatively, you could select Express Delivery (arrives within 48 hours).

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?

Up to 2 attempts will be made to deliver your parcel, If no-one is available to receive your parcel, you will be left a card with details explaining that your parcel has been left with a neighbour or returned to the depot with details of how to arrange delivery or collection in person.

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 Friday inclusive)

Email: customerenquiries@ewm.co.uk

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