FAQs

Purchasing

• What is the minimum order value?

  Basically there is no minimum order value at EDWIN.

• Where can I fill in my voucher code?

  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.

• What happens if I forgot to use a 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.

• Where can I purchase gift vouchers?

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

• Can I cancel my order if it has not been shipped yet?

  Cancellations are possible at EDWIN EUROPE, if your package has still not been shipped. Please send an email to: help@edwin-europe.com including your oder number. The money will usually be refunded to you within 1-2 working days on your chosen payment method.

• Can I receive a delivery in a different country to the one where I placed the order?

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

• I didn't received an order confirmation. What can I do?

  In most cases, an incorrect e-mail address was specified. Please contact our Customer Service.

• Once I add items to the cart, how long does it remain active?

  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

• Which payment methods do you accept?

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

• Is it safe to pay online at EDWIN Europe?

  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.

• How will I receive the invoice?

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

• When will the payment amount be taken from my credit card / PayPal Account?

  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.

• My payment wasn't accepted. What can the reason be?

  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

• What is the delivery time?

  International orders generally take between 2-4 working days to arrive, shipped via UPS Express.

• What are the delivery costs?

  The delivery costs for a UPS Express Shipment are USD 30.00.

• Do you offer Free Deliveries?

  Yes, we offer Free Express Shipping for all orders over USD 300.

• Do I have to pay customs fees ?

  Our shipments are DDP (Delivered Duty Paid) for all orders below a value of 800 USD, which means that EDWIN Europe covers the import duties, so there will be no additional charges when your order arrives.

  
  

  Please note that orders over 800 USD are subject to taxes, duties, import and brokerage fees and will be charged customs fees by the US government via UPS.

  
  

• Do you offer express deliveries?

  Yes, all international orders to the United States are shipped via UPS Express.

• Can I track my item?

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

• Do you deliver to my country?

  Yes, we do ship to the United States.

• Can I specify a different delivery address?

  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.

• Can I change my delivery address?

  You can change your delivery address anytime as long as your package has not yet left our shipping depot. In this case please send an email containing your order number and your correct or new address to a member of our customer service team.

• What happens to my package if I am not at home when it is delivered?

  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 14 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.

• I think my package is lost/stolen/missing, what can I do?

  If your order tracking indicates that it has been delivered and you haven't received your package:

  1. If it has been less than 72 working hours since the delivery notification, we ask you to wait this time to ensure that there have been no delivery problems.
  2. Please check all the places where the parcel could have been delivered.
  3. Please check with your neighbors, family or anyone else who may have picked up your package.

  If more than 72 hours have elapsed since delivery notification, please contact our Customer Service.

Returns

• What is your online returns policy?

  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.

• How do I return an item?
  1. Make sure all returned items are well packaged, so as not to be damaged in the post.
  2. Please fill out the Commerical Invoice for Returns including all items you want to return and - very important - please fill in their prices and decriptions.
  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.

• I haven't received any Commercial Invoice for Returns. What shall I do?

  Please get in touch with our Customer Service if you want to return any of your ordered items including theorder number of the order in question. We will send you a Commercial Invoice for Returns by email.

• When and How will I receive my reimbursement?

  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.

• Who pays for return postage?

  EDWIN Europe provides you with a return label. We'll allocate 15 USD for your return within the refund.

  
  

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

• Can you confirm you have received my return?

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

• Can I exchange a product for a different product online?

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

• Return of defective/deficient products

  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.

• Can I return discounted items?

  You can return discounted items within 14 days of receiving them, providing in original, resalable condition.

• Can I return an item purchased in store?

  Unfortunately, we do not accept returns on items purchased in store. Please visit the store or contact them. More information HERE.

Privacy

• What are the privacy policies?

  Click HERE to read our privacy policy.

• How does EDWIN Europe use cookies?

  Click HERE to learn more about cookies.

• How does EDWIN Europe ensure safe purchasing?

  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.