Frequently Asked Questions

General

How do I find local store information and opening times?

The Edinburgh Woollen Mill has over 100 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 email customer services via our contact us email form.

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

All online purchases take place in a safe environment using the latest security technology to protect all of our customers. We encrypt your credit card information to ensure your transactions with us are private and protected whilst online. We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology - this means you cannot inadvertently place an order through an unsecured connection.

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 update my account details?

When placing an order, you will need to set up an online account. If there is a change to your name or address, you can automatically update your personal details by logging into your account and clicking on 'Account Information'.

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 email us using our contact us email form.

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

Wash and care instructions can be found inside the garment or associated packaging of any product sold by EWM (where applicable). Detailed information about care labelling and specialised garment care can be found HERE

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, you can contact the store directly via our store findersection

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 using our contact form.

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.

In all cases it is the customers responsibility to ensure addressing for delivery of the order is accurate. We offer at least 4 steps where this occurs. The customer must ensure the delivery address is correct and where they determine it's not correct, you must inform us immediately. We will not be held liable for orders that go missing due to an inaccurate delivery address being entered by the customer. Therefore it is very important that customers check these details at time of order and when they receive the order confirmation in email.

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 via our online contact us form.

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 our courier service Evri (UK Only). Details on how to return can be found here.

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 the method above.

What types of payment can I use online?

We accept most major cards including Visa, MasterCard, Visa Debit, Switch/Maestro. Customers can also use PayPal to pay for orders. This is available as an option during checkout. Please note PayPal cannot be used to pay for orders taken by phone.

We are unable to accept payment via cheque or any method other than those listed above.

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.

Returns/Refunds

Our returns policy does not affect your statutory rights.

What is the returns policy for products bought online?

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.

For items purchased using Paypal please see returns and exchange information HERE

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. Please allow up to ten working days for items to reach us, and a further five days for the credit to show in 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.

UK Returns

In Store

Returns can be made to any EWM store *  **

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. Exchanges for goods at same or greater value (on payment of difference) can be made.

* Returns cannot be made within our concession stores or our factory outlet stores. ** Stores may be unable to refund postage costs or other associated costs. Please contact us for details or return by Free Post.

Returns via Free Post

You will find a prepaid returns label and instructions 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 of returned goods being lost in transit.

Please allow up to ten days for your goods to reach us.

PayPal - Returns & Refunds

Good purchased using PayPal may be exchanged in store, however refunds cannot be processed. Please follow the returns process above to receive a refund.

International Returns

Items may be returned to us within 28 days from the date of despatch for a refund. All return postage costs are the responsibility of the customer.

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 via our online contact us form 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?

UK Delivery

The Edinburgh Woollen Mill online uses Evri to deliver our orders. For deliveries to the Channel Islands, providing a relevant postcode prefix is provided, tax will be removed.

The standard charge is £3.50 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.

International Delivery

We now offer delivery to selected international locations. For more information please see International Delivery

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.

Everything Else

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

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 use our contact us email form.

Post: Customer Services, The Edinburgh Woollen Mill, Global House, 5 Castle Street, Carlisle, CA3 8SY.