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FAQs

COVID-19 Information

  • Due to the COVID-19 pandemic, all EDWIN stores will remain closed until further notice. Our online store is open as usual. The in-store return period has been extended until our stores reopen.


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    NOTE: This only applies to purchases that were made in-store. For purchases made via our online shop, we kindly ask that you make your returns by mail.


    We have also temporarily extended our return period for online purchases to 30 days, although this is subject to further extension due to the ever-changing situation. For more details regarding our return policy please see our Returns section in our FAQs.


    For any queries you may have, please contact our Customer Service who will be happy to help you.

Brexit Information

  • Please note that there may be delays in deliveries to the UK due to Brexit and related measures.


    From January 1st, all orders shipped to UK will be shipped on a DDP (delivery duties paid) basis with UPS which means that all applicable taxes and duties are included in the final purchase price when you place your order and there are no additional costs due upon delivery.


    Please also note that we adjusted our return policy due to Brexit. You can find further information on how to return your ordered items here.


    EDWIN Europe will cover the cost of return shipping and any additional customs fees!


    There may also occur delays in the return process. We therefore ask for your understanding.

Purchasing

  • Basically there is no minimum order value at EDWIN.

  • Clicking on Shopping cart will open a page containing an overview of your order. Under your item(s), you'll find the box for your voucher code.

  • We are sorry to hear this. Once your order has been placed we are not able to manually add the discount. But if the code is still valid, you can still use it on your next order.

  • Unfortunately, we currently don't offer any gift vouchers.

  • Cancellations are possible at EDWIN EUROPE, if your package has still not been shipped. Please get in touch with our Customer Service including your oder number. The money will usually be refunded to you within 1-2 working days on your chosen payment method.

  • Unfortunately it is not possible to receive a delivery in a different country to the one where you placed the order.

  • In most cases, an incorrect e-mail address was specified. Please get in touch with our Customer Service containing your order number.

  • Baskets remain active for one hour, after which they are erased. They are also erased if you leave the page and end your session.

Payments

  • We currently accept all relevant credit and debit cards including Visa, Mastercard and PayPal.

  • Like most trustworthy websites, we use SSL technology (Secure Socket Layer) to protect your personal information when it's being sent over the Internet. SSL is the standard for payments over the Internet and is supported by Chrome, Firefox, Microsoft Internet Explorer, Safari and other popular browsers. We use this technology to encrypt sensitive information before it is sent over the Internet. SSL technology prevents your information from being accessed when you are submitting it.

  • The invoice will be sent to you by e-mail as soon as your package has left our warehouse.

  • Your credit card provider / PayPal reserves the amount to be charged until we have packed and prepared your order for shipping and have raised the invoice. Only then is the money transferred to us.

  • There are several reasons why a payment isn’t accepted. In such a case it is best to contact your bank, and the error or issue is often quickly rectified. Alternatively you can try making the payment using another payment method. If more than one or several payment options continue to not work for you, please contact our customer service team. Please note, for payments by credit card, that in order to prevent fraud your credit card will be blocked from use on our site for 24 hours if it fails three payment attempts. You can shop again as usual in our online shop after 24 hours.

Shipping

  • International orders generally take between 5-7 working days to arrive.

  • The delivery costs for your order are £4.95. We offer FREE Delivery on all orders over £100.

  • No, we currently don't offer express deliveries.

  • Yes. You will be sent a confirmation email as soon as your order has been processed. This email will also contain your tracking number.

  • We currently ship to the following countries: Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Luxembourg, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the UK.

  • During the order process you can remove the check mark saying “also ship to this address”. On the righthand side a new address field will appear, where you can enter your desired delivery address. This can be different to the billing address, however, it must be in the same country.

  • You can change your delivery address anytime as long as your package has not yet left our shipping depot. In this case, please get in touch with our Customer Service containing your order number and your correct or new address.

  • The carrier will make a second delivery attempt or deposit your package at a shipping affiliate close to you where you can pick it up. You can retrieve your package from there within seven working days at a time that is convenient for you. Please note, in order to retrieve your package, you must bring with you a valid form of ID and your shipment tracking number. The curier will leave a message at your door.

Returns

  • We have extended our return period for online purchases to 30 days, although this is subject to further extension due to the ever-changing situation.

  • If you are not completely happy with the goods that you have received, you can return them to us within 14 days of receipt, providing they are in original resalable condition. Once returned you are entitled to receive a refund. We are not able to refund items that appear to have been worn, washed, or are not in original condition.

    1. Make sure all returned items are well packaged, so as not to be damaged in the post.
    2. Fill in the Commercial Invoice for Returns that you have received with your order with all items you want to return along with their prices.
    3. Stick the plastic bag on the OUTSIDE of the package and put in the Commercial Invoice for Returns.
    4. Fill in the original Return Form that you have received with your order and put this form INSIDE the package.
    5. Use the return sticker from UPS and stick it OUTSIDE of the box and send the package as usual. For returning at a UPS access point, please visit UPS and search for your nearest location.

  • Please get in touch with our Customer Service if you want to return any of your ordered items including the reference number (order number) of the order in question. We will send you a Return Form for Customs Authorities by email.

  • EDWIN Europe will cover the costs of return shipping and customs fees.

  • EDWIN Europe offers free return postage on all orders.


    Please note: We only take the return costs of the first return of an order. Each additional return has to be paid by you.

  • The price of the returned product will be reimbursed using the same payment method that you used for the purchase. You will receive your reimbursement within 3 to 7 business days.

  • We aim to process returns within 2 working days of receiving them. You will be notified by email once the returns process is complete.

  • We’re sorry, but it is not possible to exchange products in the Online Shop. Please place a new order.

  • If the return is due to a complaint, you may return the products even after the 14-day return period has lapsed. Please fill out the return form that was sent with the package so that we will know right away how we need to classify the return. If you no longer have the return form, please send an email to our customer service.

  • You may return discounted items within 14 days of receiving them.

Privacy

  • Click HERE to read our privacy policy.

  • Click HERE to learn more about cookies.

  • Safety is our top priority, so your data is always protected by us. We use SSL (Secure Socket Layer) encryption, a high-level encryption protocol, and other reasonable measures to protect your information from unauthorized use or disclosure. All personal information, including payment information, is encrypted and always transmitted over SSL.