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Complaints Policy

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Complaints Policy

How can I contact the complaints team?

If you need to get in touch with Customer Care, our team is here to help and will ensure your query reaches the right people, so that we can get this resolved for you as soon as possible.

Email: customer.enquiries@ewm.co.uk

Phone: 0808 202 0242 (freephone)

Telephone Line Opening Hours - Mon-Fri 9.00am to 16.00pm GMT. Excluding local and public bank holidays.

Post: EWM Customer Services, Global House, 5 Castle Street, Carlisle, CA3 8SY

What Information do you need for a complaint?

Provide as much information as possible (including your order number and registered email), so our team can support you right away.

Once we’ve received your query, the relevant team will get back to you as soon as possible. During busy times however, this may take a little longer.

All our teams that can resolve your query specialise in Customer Care, so rest assured that you’re connecting with the right team.

How long will it take to answer my complaint?

  • The Customer Services Team will acknowledge your complaint within 2 business days.
  • For standard refunds or exchange issues see www.ewm.co.uk/returns-and-exchange
  • For more complex issues we aim to respond to you within 10 working days.

What if I am not happy with your decision?

  • If you are not happy with the decision of the Customer Services Team you may ask for it to be reviewed by the Company Secretary.
  • The Customer Services Team may pass issues of a complex or unusual nature directly to the Company Secretary.
  • The Company Secretary will acknowledge the receipt of the complaint within 5 working days.

I have a Credit related Complaint:

Complaints relating to the credit facilities (Paypal), made available to you on the website, are provided by a third party, your contract is with the credit provider.  Complaints relating to these credit facilities should be raised directly with the credit provider.

If you are unsatisfied with the remedy of the credit provider then you may contact the independent financial ombudsman.

www.financial-ombudsman.org.uk

The Ombudsman will only consider your complaint once you have sought to resolve the issue with the credit provider.

How do I contact Paypal?

You can reach Paypal using the following website: www.paypal.com/uk/cshelp/contact-us


EWM/Edinburgh Woollen Mill/Ponden Home are trading names of Purepay Retail Limited, a company registered in England with registered number 11741716, and registered office at One St Peter’s Square, Manchester, M2 3DE.

This policy does not affect your statutory rights.