Frequently Asked Questions ( Faqs )

What courier do you use for deliveries?

We use Royal Mail and UPS to send most of our UK orders.
Sometimes an alternative courier can be used.

How long does it take for home delivery?

In the UK we currently offer 3 types of delivery service :Free and standard delivery is approximately 2-3 working days. Next day is next working day if ordered by 3.00pm. 
International orders are 5-10 working days for delivery in Europe and 7-14 working days for the Rest of the World.

I haven't received a dispatch email or email confirmation?

Our cut off point is 3pm, Monday to Friday. Any order placed after 3pm will be processed through our dispatch system the next working day. An email is sent to you at the given email address when your order is dispatched.

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain to your safe senders list.

Can I collect my order?

We offer a reserve and collect service. This is available on the checkout page. Collection from address on the Home Page.

Do you deliver on Weekend?

Yes, we use Royal Mail who deliver on Saturdays.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. For orders placed after 3pm on Friday, your order will not be trackable until it has been collected from us the following Monday.

I'm new, how do I order?

At Edenwood we go to great lengths to ensure your shopping experience is as easy and secure as possible.
Once you have finished shopping simply go to the checkout, choose the method of shipping you would like and continue to payment. If you are happy with the order, confirm the payment and the item(s) will be dispatched to you.
Alternatively, you can contact a member of our customer service team on 01202 242513 to place a telephone order.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

What different payment methods are there?

We currently accept the following major credit and debit cards on our secure payment gateway and on telephone orders – Mastercard, VISA, Switch/Maestro, Visa Debit, Delta and Electron. Paypal is excepted.
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

What currencies can I use?

The currency will either display GBP, Euros or US Dollars.

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

Do your prices include VAT?

All our online prices include VAT.

Can I get more information on a product?

Yes, please contact [email protected] or 01202 242513 Where we are happy to help.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.

You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

Where is my order?

Most of our deliveries are sent via Royal Mail and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account.
Please contact us we are ready to help.

Where do I find a phone number for Edenwwod?

For all enquiries please call us on 01202 242513

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us. 

Is it possible to change the address/cancel or amend my order?

For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How do I return an item?

For information on returning an item please Click Here.

Can you confirm you have received my return?

We aim to process returns within 2-4 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.
Should you have any queries about your return, please feel free to contact our Customer Service team via [email protected], or phone on 01202 242513.

Do you offer discounts for bulk orders?

If you would like to make a large purchase, we will be happy to quote you a discounted price.