FAQS

Placing an Order FAQS

By placing an order with us you be deemed to have read, understood and agreed by our terms and conditions.  If you have any queries please contact us on 0131 225 5222 or email shop@edenretail.co.uk

 

Q) What happens once I have placed an order?

A) Once you have placed an order, you will receive an order confirmation email.  All deliveries are subject to availability of stock and the authorisation of your payment.  Prices quoted include VAT at the current rate (20%)

 

Q) What payment methods do you accept?

A) Payment can be made by Debit/Credit Card/Instant Transfer via the secure Shopify payment process via our website or with PayPal.

 

Q) How do I cancel my order?

A) If you wish to cancel your order, you must email us within 24 hours.  Please quote your order number in the email.  If you have already received an email confirming despatch then unfortunately it is too late to cancel your order.  In this instance it is your responsibility to the goods to us at your own cost and risk.  We will refund the cost of the goods on their return.

 

Q) What is your returns policy?

A) Eden strives to ensure your complete satisfaction with your purchase, therefore if you are in any way unhappy with your goods, or the goods delivered to you are faulty, we are more than happy to offer you an exchange, or if you would prefer you may return your order for a refund. For further information on delivery and returns please see our delivery and returns section on our website.

 

Q) How do I return an item?

A) In order to exchange or return any unwanted or faulty item(s), you must adhere to the conditions below:
If you wish to return any item(s) you will be asked to send details of the unwanted goods, including the reason for return, to shop@edenretail.co.uk within 14 days of purchase.
Upon receiving your email, Eden will issue you with a returns number to be written on the parcel. You will then be required to have the package delivered within 14 days of receiving our email.  You are responsible for insuring returned goods and we recommend that you obtain proof of postage as we are unable to accept responsibility for any items lost or damaged in transit.

 

Q) Can I return worn items/items without tags?

A) Sorry - All items must be returned unworn, and in the same condition as when they were delivered, with all the original labels still attached.
Due to health and hygiene we are unable to offer refunds on earrings.
Any returns that do not adhere to these conditions will not be accepted unless they are faulty.


Q) What is your returns address?

A) Returns address -

Eden Retail Ltd
18 North West Circus Place
Edinburgh
EH3 6SX



Q) Do I need to pay for the return postage costs?

A) For all returns, except for items which are faulty, you will be required to pay for the delivery of the returned item(s) to Eden. The original cost of posting the item to you will be deducted from any refund given, and in the case of an exchange, a subsequent delivery charge may also be applicable.

However, in the case of faulty good(s) being returned, Eden will refund the cost of posting and packaging, as well as the cost of the item itself.

 

Q) When returning an item, should I keep proof of postage?

A) You are responsible for insuring returned goods and we recommend that you obtain proof of postage as we are unable to accept responsibility for any items lost or damaged in transit.

Eden does not accept responsibility for the loss or damage of any good(s) during delivery, and is unable to offer refunds on item(s) which are not received - therefore we strongly advise that you obtain proof of postage for any returned items.



Q) Do you have the same returns policy for purchases made in-store?

A) No. Please note that a different returns policy operates for purchase made in-store and these terms and conditions only apply to the website only.

 

Q) When will I receive my order? 

A) Our aim is to despatch goods within 3 working days of ordering. If an item is out of stock, we will contact you to advise you of any suitable alternative available, reorder in the product for you or give you a full refund if we are unable to fulfil the order.

Deliveries within the UK are by Royal Mail next day delivery, and abroad by signed-for Airmail. We reserve the right to use alternative methods of delivery where we deem necessary. 

 

Q) Where can I find your size guide and care instructions?

We want you to be as happy as possible with your purchases so we have size guides available on most of our brands which can be found within our size guide section under the 'More' bar which can be found on the homepage. 

 

Q) Do you offer a student discount?

Yes! We offer a student discount of 10% to all valid NUS Extra cardholders. This offer can not be used in conjunction with any other offers/discounts and is available in store only. 

 

Q) What happens if I'm not in when my order arrives?

Someone needs to be in when your parcel is delivered as a signature is required upon delivery. 

 

Product Availability 

All items are subject to availability.  If an item or size is sold out we will remove it from the website as soon as we can.

Product Specification / Website images

All product information and technical specifications contained in Eden's website are for guidance only and no responsibility can be taken for errors or omissions.

Whilst every effort is made to ensure that the colours of images used in our website are as true to life as possible, please note that some images may differ to product when displayed on your screen.

Your right to cancel

If you wish to cancel your order, you must email us within 24 hours.  Please quote your order number in the email.  If you have already received an email confirming despatch then unfortunately it is too late to cancel your order.  In this instance it is your responsibility to the goods to us at your own cost and risk.  We will refund the cost of the goods on their return.