INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

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.

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.

Can I obtain a refund on sale items?

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

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 uns

What types of payment can I use online?

We accept most major cards including Visa, MasterCardVisa DebitSwitch/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.