FAQs


HOW DO I PLACE AN ORDER?

Making a purchase on Edelinelee.com is easy. Simply select your items, along with size, colour and quantity. These items will be added to your shopping cart and highlighted on the top right menu toolbar of your screen. Click 'buy now' and follow the straightforward prompts on screen.

 

HOW DO I CONTACT CUSTOMER SERVICE?

If you have any problems checking out, please contact our customer service department by email at customercare@edelinelee.com 

 

WHAT IF I CAN'T FIND AN ITEM ON EDELINELEE.COM?

Not every item from each seasonal Edeline Lee collection will be available to purchase online. However, if you do have a special request, please contact us at: customercare@edelinelee.com and we will do our best to accommodate your request. 

 

HOW DO I KNOW IF AN ITEM IS IN STOCK?

All items are in stock unless they are marked "Sold Out" on each individual product page. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order.

 

WHAT IF AN ITEM I WANT IS OUT OF STOCK?

If you are interested in an item that this showing an ‘out of stock’ status, please email or telephone customer service to inform us of your interest and we will do our best to accommodate your request. You can contact us by email at customercare@edelinelee.com 

 

WHICH SIZE SHOULD I CHOOSE?

All items sold on EdelineLee.com adhere to a UK sizing system, however please read each product description carefully for individual product size measurements.

 

WHICH PAYMENT METHODS DOES EDELINELEE.COM ACCEPT?

We accept MasterCard (debit/credit), Visa (debit/credit), American Express 

 

IS IT SAFE TO USE MY CREDIT CARD ONLINE AT EDELINELEE.COM?

At EdelineLee.com it is our utmost priority to ensure that transaction data is handled in a safe and secure way. To ensure every transaction is processed securely we use Stripe as our payment service provider. You can find more information on Stripe by visiting our Payment Security page.

 

WHICH COUNTRIES DOES EDELINELEE.COM SHIP TO?

EdelineLee.com ships worldwide to the following countries:

Australia, Austria, Bahrain, Belgium, Bulgaria, Canada, China, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong , Hungary, Iceland, India, Ireland, Israel , Italy, Japan , Jordan , Korea, Kuwait, Latvia, Lebanon, Liechtenstein, Lithuania, Luxembourg, Macedonia, Malaysia , Malta, Monaco, Netherlands, Norway, Phillipines , Poland, Portugal, Qatar, Romania, San Marino, Saudi Arabia , Serbia, Singapore, Slovakia, Slovenia, Spain, Sweden, Switzerland, Taiwan , Thailand , Turkey, U.A.E , Ukraine, United Kingdom, United States.

 

DOES EDELINELEE.COM SHIP TO POST OFFICE BOXES OR FREIGHT FORWARDING ADDRESSES?

Unfortunately, as all shipments require a signature authentication upon delivery, we are unable to deliver to PO Boxes, other than in the following countries: Bahrain, Jordan, Kuwait, Lebanon, Qatar, Saudi Arabia and the United Arab Emirates. PO Box addresses are accepted in these territories, on the condition that the contact name and contact phone number have been provided. Deliveries sent to PO boxes within the UAE must include, in addition to a contact telephone number, a full residential or business address for the consignee.

 

HOW MUCH DUTY AND/OR TAXES WILL I HAVE TO PAY?

By default, EdelineLee.com lists all product prices in GBP (£) exclusive of VAT until you proceed to purchase your order.   All orders dispatched to addresses within the United Kingdom or EU (excluding the Channel Islands) will have UK VAT added at checkout.

Any orders being shipped to countries outside of the UK may be subject to customs or duty and local taxes upon arrival in your chosen country. EdelineLee.com has no control over these charges and is not liable for any additional charges that may be incurred. 

We will not be liable for a lost or missing order that has been signed for in a building, for example an office address that has been provided for delivery.

When placing your order please ensure that all the details concerning the billing and shipping details are correct, as we are unable to redirect packages once the courier has processed an order.

 

DOES EDELINELEE.COM SHIP TO MULTIPLE ADDRESSES?

You may only ship to one address per order.
If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address. 

 

WHEN CAN I EXPECT MY ORDER TO ARRIVE AND HOW MUCH WILL IT COST?

For information on delivery and shipping charges to your chosen destination, please view our Shipping Information

All of our delivery estimates commence from the date of dispatch. These estimates are provided by our courier service and are estimates only.  We do our best to dispatch all orders within 72 hours and deliver all orders within the estimated timeframe, but cannot guarantee any delivery date.

Please note that in certain areas only a limited range of delivery services is available. We cannot be held responsible for delays as a result of remote delivery locations or weather conditions.  EdelineLee.com is not responsible for any delays caused by destination customs clearance processes.

 

CAN I ADD ITEMS TO AN EXISTING ORDER? 

It is not possible to combine orders or add items to an existing order. If you would like all your items to be delivered together, you will need to cancel your order(s) and place a new order, which contains all the items you require.

 

HOW WILL I KNOW IF YOU HAVE RECIEVED MY ORDER AND WHEN WILL PAYMENT BE DEDUCTED?

After you place your order, you will be sent an email confirming that your order has been received by our system.

Your chosen payment card will only be debited once your order is received by our system. In the rare instance that any of the items you have ordered are not available, you will receive an email from our Customer Care team and will offer to credit the card for the value of items not in stock.

 

CAN I TRACK MY ORDER?

Yes! Once your order has been dispatched, you will receive email confirmation detailing your shipping information and tracking number. 

 

HOW DO I RETURN OR EXCHANGE AN ITEM?

Please notify us of your wish to return or exchange any items from your order within 14 days of delivery. 

Please note, items should not be returned to us without prior notice and a RMA number. All return requests should be submitted first by email to customercare@edelinelee.com. Items returned to us without prior notification will not be refunded.

For more information on our returns process please see our Returns Policy

 

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

Your refund will be credited to the card used when placing the order. The amount refunded for all approved return items will cover the cost of the item plus VAT (only for countries within the EU). Original shipping costs, customs duties and international taxes (outside of the EU) will not be refunded. In the case of faulty items or items returned under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 , (ICACRs.), EdelineLee.com will refund shipping costs, as confirmed by email prior to the approving the return. Please be aware that it can take up to 30 days for a refund to appear in your account.

Shipping costs will not be refunded for any other items returned or exchanged.  Items returned in less than perfect condition and/or without an RMA number will not be refunded. For more information on returns standards please read our Returns Policy.

 

HOW DO I MAINTAIN MY EDELINE LEE ITEMS?

The finest materials and craftsmanship go into creating our garments. We recommend caring for these by using specialist dry cleaning services and storing in a clean, cool, dry location. Accessories should be kept in the packaging provided.