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Help & Frequently Asked Questions

We realise that shopping online sometimes raises a few questions. Here you'll find answers to the most commonly asked of those questions, as well as links to useful sites containing more detailed information on a specific subject. As always we're more than happy to hear from you should your question not be answered below.

Delivery FAQs

How will my order be delivered?

We send all orders out via Royal Mail or Parcel Force, depending upon your chosen service, the overall weight, value and destination of the order. All of our deliveries require a signature.

Can I have items sent to a separate delivery address?

Yes. Simply select ‘Add New Address’ from the dropdown menu once you have logged in or registered on the site. Your card’s registered address must still match that of your billing address. All of our deliveries require a signature.

Can I make a change to an order I have just placed?

In most cases we are unable to amend orders due to the speed at which they are processed. However, please get in touch as soon as possible after placing the order, and providing that the order has not yet left us then we will do everything we can to help.

What is included in the postage charge?

Our postage charges reflect the cost of each delivery service as it is offered to us together with an amount to cover packing materials and the time taken for our staff to pick, pack and despatch your order. In most cases our postage charges do not cover these costs entirely; as we prefer to remain competitive. All of our postage charges include VAT at the standard rate.

Can I cancel or return my order?

Yes. Under the Distance Selling Regulations (DSRs) you are entitled to a ‘cooling off’ period, meaning that you can cancel an order within seven working days, beginning from the day after you received the goods, providing that the goods conform to our returns policy. You can do this by contacting us by telephone or email. If the goods have not left our premises then the order will be cancelled without charge to your card. If the goods have left our premises then you are responsible for the cost of returning them to us. For more information on after-sales and returning an item please see our Returns section below.

How can I track my order?

Tracking information for your order can be found in your order despatch email, which we send out once your order has been packed ready for shipping. Simply enter your Parcel Force or Royal Mail tracking number into the Royal Mail website to view its progress. If you can’t see an email then please check your junk mail or spam settings and mark us as a safe sender.

What happens if I’m not in to receive my order?

All of our deliveries require a signature, but if you’re not available to sign for your order don’t worry, you should receive a card through the door with details of how to rearrange delivery or how to collect your order from the local delivery office. In the event that no card is present then the package will be held at your local Royal Mail delivery office.

My order hasn’t arrived yet, where is it?

If your order hasn’t turned up when you were expecting it then first of all check that a card has not been left by the postal service. Items should not have been left with a neighbour unless we have had your explicit permission to send to them. The most common reasons for a delay in delivery are postal strikes or severe weather.
If you believe that your order is late or missing then please contact us as soon as possible and our customer service team will be happy to help.

Can you deliver to a BFPO address?

Yes. Simply enter your BFPO address details as normal during checkout.

Can you deliver outside of the UK?

Yes. We deliver worldwide.

Will I have to pay VAT or Import Duty on non-UK orders?

If you are ordering from within the EU then you will have to pay UK VAT at 20% plus any import duties imposed by your customs office.
For orders placed outside of the EU, VAT will be deducted from the goods but you are responsible for any import duties imposed by your customs office.

Are there any delivery restrictions?

Please visit the Royal Mail Restrictions Help page for up-to-date information on restricted delivery areas by size, weight or destination. Alternatively please contact us to discuss delivery of an unusual item.

How can I get in touch?

Full details of how to get in touch with us in writing, by email or by telephone can be found on our Contact Us page.  We like to talk to our customers!

Returns FAQs

Can I return an item if I don’t like it or it doesn’t fit?

Certainly. Providing the item you wish to return meets with our Returns and Exchanges Policy we will refund or exchange your item up to 90 days from the date of purchase. Please see ‘Can I cancel my order?’ below for further details.

Can I cancel my order?

Yes. Under the Distance Selling Regulations (DSRs) you are entitled to a ‘cooling off’ period, meaning that you can cancel an order within fourteen days, beginning from the day after you received the goods, providing that the goods conform to our returns policy. You can do this by contacting us by telephone or email.
If the goods have not left our premises then the order will be cancelled without charge to your card. If the goods have left our premises then you are responsible for the cost of returning them to us. For more information on after-sales and returning an item please see our Returns section below.

Can I exchange my item for another size/colour/item?

Yes, of course. Providing the item you wish to return meets with our Returns and Exchanges Policy we will gladly exchange your item up to 90 days from the date of purchase. The quickest way to exchange an unwanted item is to place a new order online and return your original item to us at the below address for a refund. Alternatively, please contact us.

I’ve received an incorrect or damaged item, what should I do?

In the event that your goods have arrived damaged or if an incorrect item has been sent please contact us as soon as possible to arrange re-delivery. We will reimburse any return postage costs you may incur providing they are a fair reflection of the value of returning the goods.

How should I return an item and who pays for the postage?

If you wish to return an unwanted item you will have to pay the postage.  Please ensure that it is adequately packaged and insured, as the item remains your property and responsibility until we receive it.
If you are returning a damaged or incorrectly sent item then please contact us in the first instance.

If I'm returning an item from another country will I get any customs charges back?

Unless your item arrived damaged or not as ordered we are unable to refund customs charges.

Are any items non-returnable?

Due to health and safety legislation we are unable to accept the return of the following items, unless faulty:

- Worn socks, underwear, or pyjamas
- Specially ordered or personalised items
- Shop-soiled or ex-display items

What are my rights if I have a problem with goods bought online?

We work closely with Trading Standards to ensure that we’re providing the best service we can to you and aren’t doing anything that would compromise our excellent reputation for customer service.

If you have a question that we can’t answer here you can find everything you need to know regarding returning potentially faulty or unwanted goods at Tradingstandards.gov.uk

Purchasing Goods FAQs

What is the online ordering process?

If you are new to the site you can order goods via our website by following these steps:

1. Select the appropriate size from an item’s dropdown menu and clicking the green ‘Add to Bag’ button.

2. You will now see the contents of your ‘basket’. At this stage you can continue to shop online by selecting the grey ‘Continue Shopping’ button without losing the item(s) in your basket. If you wish to proceed to payment please click the green ‘Pay Securely’ button.

3. The next page will allow you to ‘login’ or create a new customer account by clicking ‘New Customer Register Here’.

4. Once registered and logged in you will be asked to select a delivery address via the dropdown box. You can enter a separate delivery address to that of your billing address here should you wish to do so. Once an address has been entered and selected click the green ‘Continue to Payment’ button.

5. You will now be asked to select from our postage options. Review the options and click the grey ‘Select’ button alongside your chosen option.

6. Your basket will now display the total for the order including delivery and any VAT, alongside your chosen delivery address. To complete the order click the green ‘Continue to Payment’ button.

7. You will now be asked to enter your payment details on our secure, encrypted payment page. Once the details have been entered click the ‘Complete Order’ button.

8. Upon successfully entering the correct payment details you will be presented with your Verified by Visa or Mastercard Securecode login page, which you should complete to confirm the order.

9. You will receive an email to your registered email address confirming that your order has been received. This email contains details of your item(s), postage service, delivery address and your unique order number. Please note that this is not a confirmation of the order’s completion. The order contract is only completed in the next step.

10. Upon us despatching the order you will receive an email including your tracking number. This email is confirmation that your order has been successful and we can ship the goods.

How do I place an order over the phone?

You can quickly and easily place an order with us over the phone by contacting our friendly, helpful team on 015242 71309 Monday to Friday between 9.30am and 5.00pm. If you wish to place a telephone order over the weekend then please contact one of our Edge of the World Stores.

To help us process your order as quickly as possible please have the product item reference number – found below the price on the product page – and your payment details to hand.

What are my rights when I purchase goods online?

As an online and mail order retailer we are happy to offer certain services and rights which are designed to protect both you (the customer) and us (the retailer) from the potential hazards of distance selling.
You can find all the information on Distance Selling Regulations and your rights at Gov.uk

Description of Products

Edge of the World Ltd makes every effort to ensure that the content of this website - including but not limited to, product descriptions, details, stock levels and prices - is maintained and updated accurately and in good faith at all times. Although Edge of the World Ltd aims to keep the website as up to date as possible, inaccuracies in content at the time of an order being placed may result in non-acceptance of that order. Non-acceptance of orders may result from one of the following:

- The ordered product not being available
- Our inability to obtain payment authorisation
- The identification of a pricing or description error
- Our inability to obtain practical shipment for your order
- You not meeting the criteria set out in our main Terms and Conditions

Products & Pricing FAQs

Are your products genuine?

Yes, absolutely. We enjoy excellent relationships with our suppliers and only offer 100% genuine products to our customers.

Is VAT included in your prices?

Where applicable, yes. VAT is included in all prices and a VAT breakdown will be displayed on your receipt. For orders to be delivered outside of the EU VAT will automatically removed at the checkout, but customs charges may apply at your cost. Please note that there is no VAT on children's clothing.

An item I bought recently is now on sale/reduced. Can I have a refund of the difference?

We know it feels unfair when this happens – we’re customers too. However, that’s the nature of retail. If you paid a price for an item that you were happy to pay at the time, but then changed your mind then we’d feel unfairly treated as well. We’ll always be a responsible retailer.

An item that was on sale isn’t anymore. Can I still buy it at the sale price?

Unfortunately not. Online prices are subject to change at any time due to the nature of online retailing and will always be accurate, excluding genuine errors.

Can you price match from other stores or websites?

Yes. Providing that we are able to verify the price of the item(s) to be price-matched, it is identical in model and the other store or website has stock, then we can price match. We cannot price match where an item is discounted in conjunction with another offer, discount code or promotion, however.

Privacy & Security FAQs

What will you do with my payment information?

We will never see your card details when you place your order online with us, nor do we store them. They are encrypted and held on the SagePay secure servers and are only ever accessed to confirm payment or in the event of a refund or in accordance with English Law.
If you are placing a mail order or telephone order (MOTO) with us we will require your card and billing address details, which will be safely destroyed immediately once the payment has been confirmed.

How is my personal information stored and is it secure?

All of your personal information (not card details, please see above) is stored on our secure, password protected server which is only accessible by our staff. Should you wish to edit or remove this information you can contact us at any time, quoting your username, address and password.

What will you do with my personal information?

Your personal information will never be passed on to third parties for marketing purposes. Edge of the World Ltd will only contact you regarding an order or to inform you of offers, promotions and competitions, and always with your prior consent. If you have subscribed to our newsletter and wish to unsubscribe please follow the link at the foot of the next newsletter.

We will only ever release your personal information in accordance with English law or to associated reputable companies who form part of our service chain, i.e. a courier such as Parcel Force.

Is this site secure?

We do everything possible to ensure that your details are safe from online fraud. www.edgeoftheworld.com undergoes regular and thorough testing by Security Metrics to ensure it is compliant with industry standards for data security. In addition our payment gateway, SagePay, uses Visa and Mastercard’s ‘3D Secure’ security system to protect against fraud, while the site’s payment gateway is encrypted to protect your card details (to be sure just look for the https:// in the Website URL, located in the web address bar on the payment page).

What is MasterCard® SecureCode™?

MasterCard SecureCode is a service to enhance your existing MasterCard account. A private code means added protection against unauthorized use of your card when you shop at participating online retailers.

How does MasterCard SecureCode work?

Once you've registered and created your own private SecureCode, you will be automatically prompted by your financial institution at checkout to provide your SecureCode each time you make a purchase with a participating online merchant. Your SecureCode is quickly confirmed by your financial institution and then your purchase is completed. Your SecureCode will never be shared with the merchant. It's just like entering your PIN at an ATM.

You can learn more about Mastercard Securecode and set up your online PIN by visiting the Mastercard website.

What is Verified by Visa?

If you like to shop online, you’ll be happy to know that there’s no safer way to pay for your purchases than using Visa.

If you’re the victim of identity theft or fraud and someone uses your Visa card, Visa make sure you get every single penny back. That means you can browse and shop in complete confidence.
If you sign up to Verified by Visa, you’ll get an even greater level of security. You’ll be able to shop online safe in the knowledge that every one of your purchases requires an authentication code before it can be processed. Just like entering your PIN at an ATM.

How does Verified by Visa work?

It’s easy to set up and easy to use. Before Visa process your payment, you’ll see a personal message – a message that you provided when you signed up for Verified by Visa and that only you and your bank know about. This shows that the security screen you’re seeing is genuine. You’ll then be asked to enter your Verified by Visa password.

You can learn more about Verified by Visa and set up your online PIN by visiting the Verified by Visa website.