Frequently Asked Questions

General
Where can I find the location and contact details of my nearest Edinburgh Woollen Mill Store?
What do you do with my personal details and are they secure?
How can I change my personal details?
Where can I find out more about the sizing of the products you sell online?
Where can I find out about the washing and care instructions for the products you sell online?
Are all of the products from The Edinburgh Woollen Mill available to buy online?
Orders
What will happen when I place my order?
What if there is a problem placing my order online or I am not sure it has gone through?
Can I cancel or amend an order once I’ve placed it?
What types of payment can I use online?
Payment by Phone
Can I shop online using a gift card?
When will you take payment for my order?
Can I track the status of my order?
Returns/Refunds

Our returns policy does not affect your statutory rights.

What is the returns policy for products bought online?
Will you send me confirmation when you receive my parcel?
How long will my refund take to process?
Can I obtain a refund on sale items?
Delivery
What are your delivery options and what charges do you apply?
Can I have my order delivered to an alternative address?
Will I have to sign for the delivery when it arrives?
What happens if no one is in when my parcel arrives?
Collect Plus
How do I select to have my order delivered to a CollectPlus collection point?
Why is CollectPlus not available for my current order?
How many CollectPlus collection points are there?
Where is my nearest CollectPlus collection point?
When are CollectPlus collection points open?
How long will it take for my order to arrive at my chosen CollectPlus collection point?
What do I need to take when I collect my parcel?
When making a collection, what ID is accepted?
What should I do if I lose my collection code from CollectPlus?
What should I do if I don’t receive my collection code from CollectPlus?
Can someone else collect my order on my behalf?
What if my order includes back-order items?
How long will I have to collect my parcel?
What should I do if my parcel isn't available when I arrive at the CollectPlus collection point?
Once my order has been despatched, can I track it?
What should I do if I don’t want my order anymore?
What if I want to return an item I have collected from a CollectPlus collection point?
Everything Else
How can I find out about events, sales and special offers?
How can I apply for a job at The Edinburgh Woollen Mill?
How can I contact Customer Services at The Edinburgh Woollen Mill?