Terms of service

We would like to thank you for shopping with Epitome and set out our Terms and Conditions below for your information.

Your Right of Cancellation

When you are buying goods on-line, you are entering a legally binding contract. The UK law is the applicable law and our guarantee valid within the UK. If you wish to return your purchase you have an allocated period to examine the goods and exert your right to cancel all or part of your order.

You have 14 days from when you receive your order to return all or part of your order. After 14 days in the remainder of your guarantee period, we shall only offer alternatives if the goods were misdescribed, offer to repair fault, or in certain circumstances an exchange. This repair and exchange guarantee excludes faults caused by neglect, misuse, accident or normal wear and tear, and failure to follow instructions of care.

If you have had an item tailored or altered in any way then these goods cannot be refunded on return.

You must ensure that reasonable care is taken of any goods and you return them to us by post. The goods are your responsibility until they are received back in our possession.

Please note purchases made in our Edinburgh store should be returned within 7 days with proof of purchase - as above, items should be in unworn/unused condition, in the original packaging with tags attached.

Non-Returnable Items

We are unable to accept returns or exchange the following items due to hygiene reasons: underwear, skincare, fragrance, socks, earrings, books, and magazines.

Stock Availability

In the unusual event that an item you have ordered is out of stock or oversold, we will give you the option of a refund/exchange on the outstanding item/items.

Product Information

We are on hand to assist with any additional product information you require including size & fit. Any measurements given are approximate and we cannot be held responsible if any items do not fit when your online order is received.

Please note, our size conversion guide is approximate and conversions may vary from brand to brand. For further information or advice, please get in touch.

Promotions & Sales

During sale or promotion periods we aim to work to standard delivery guidelines, however, please allow for a small delay during very busy times. Brand exclusions apply. We have the right to exclude products and brands from sale at any time, at our discretion. No price adjustments are offered on prior purchases. When a promotion or sale period ends it is final. We reserve the right to end a promotion or sale at any time. Order returns are accepted regardless of promotion or sale and our 14 day return period applies.

Gift Vouchers

Gift vouchers can be purchased here. When purchasing a gift voucher choose the value, add your message, select the date you’d like it to arrive, and who you’d like to send it to. The gift voucher will be automatically emailed to the recipient on the date of your choice. The recipient can redeem the voucher by entering their unique code at the checkout. The gift voucher is valid for 12 months from the date of issue. The gift voucher can also be used in-store by showing the unique code at the till point.

If the voucher is being purchased as a present, please take the time to double-check the recipient's email address is correct. We cannot be held responsible if the email address entered is incorrect and the gift voucher is sent to the wrong recipient.

Gift vouchers are issued in GBP and can be used in conjunction with other promotional and discount codes.

If you return an order where gift vouchers have been used, your account will be refunded with the same gift voucher amount used as a new gift voucher. As is standard in the U.K., purchases made with a gift voucher/credit note will have the amount of the voucher/note distributed equally across all items in a purchase.

Gift Wrapping

We have a wide range of gifts available on our website. To make gift shopping easier, we offer a gift-wrapping service on any items purchased online. All you have to do is select ‘wrap these items as a gift’ at the checkout. You have the option to add a message of your choice. We will take care of the rest!

Delivery

All orders placed before noon (GMT) on a business day (Monday to Friday) will be shipped the same day, providing card security checks are complete; and stock availability is confirmed. Orders placed after noon (GMT) will be shipped the following business day. Any orders placed over the weekend will be shipped on Monday (except on Bank Holidays). If you have placed an order for an item from our sale, please allow up to two extra working days on top of standard delivery times.

Please note, due to international shipping restrictions we are unable to ship any fragrances and perfumes internationally. Unfortunately, any orders placed for these items outside the UK will be cancelled.

All deliveries will require a signature. Our estimated delivery times (based on working days) and charges, provided your order is placed before noon (GMT) on a business day, are:

UK - DHL Express	1 to 2 days	£8
EU - Royal Mail	5 to 7 days	£20
EU - DHL	1 to 2 days	£30
USA - DHL	1 to 3 days	£25
International - Royal Mail	5 to 10 days	£25
International - DHL	2 to 4 days	£35

The above postage charges cover up to 2kg with Royal Mail and 5kg with DHL. If your order exceeds this weight, there may be a surcharge in which case we will contact you to discuss options. If we are unable to reach an agreement, we may have to cancel your order.

The prices shown above for orders sent with DHL may vary depending on destination, weight or dimensions. This is outwith our control and we will always seek the best option to send the parcel closest to the cost of shipping already covered. In certain circumstances where the price far exceeds the shipping cost, we may contact you to discuss additional payment or shipping options.

You can order online and collect in-store for no extra charge. After your order is placed, we will contact you to confirm when it’s ready to be collected. Orders will remain available for collection for 14 days. After this, if not collected, your order will be canceled and stock put back for resale.

Please allow an extra 1 to 2 days if you have ordered something from our sale, or if your delivery address is in a remote area.

Customs, Duties & Taxes

Customers ordering from outside the UK will receive a 20% VAT discount on the order. This is applied at checkout once your delivery details are complete. If you select your delivery destination from the drop-down, the price will adjust to show the correct VAT rate according to where you are in the world. Please be aware that Shopify charges a currency conversion fee, which may impact the final total.

Customs and import charges are to be paid by the recipient of the parcel. Unfortunately, we have no control over these charges, which vary from country to country. You can contact your local customs office for current charges before you order, so you know what to expect.

Please note we have no control over customs and this can often add time to delivery estimations. Please take this into account when placing an order.

Customers must take full liability for parcels returned to us due to unpaid customs charges and can expect to have postal charges, return shipment costs, customs charges, and handling deducted from any refund due. Additionally, if you return your purchase, any additional customs charges for the parcel to reach us will be deducted from the refund due.

Order Tracking

We use DHL as our main courier. Your tracking number will be provided in your dispatch email along with the courier's website. The courier company should send an email & SMS (if a mobile number is provided with your order) with further delivery information.

We use Royal Mail for orders going to the Highlands & Islands, most international destinations, and other remote addresses. A tracking number will be provided in your dispatch email.

If you have any problems, please don't hesitate to contact us on (+44) 131 556 5554. Please contact us in advance of your order if you would like an alternative courier.

Easy Returns

Whether you change your mind or require an exchange, you have 14 days from the day you receive an item to examine the goods and return them to us. Fill in the returns form supplied with your order, stating your reason for the return and whether you require a refund or an exchange. Your return must arrive with us within this 14-day period to be eligible for a refund. Please note this policy also applies to anything purchased or received as a gift.

Returned items must be unworn and in their original condition, with labels attached and in their original packaging. Once the return has been processed, you will be refunded in full (excluding the cost of original postage and packaging) within 14 days of us receiving the goods back. No refunds will be given on any product that has been damaged by negligence, carelessness, or misuse. Any postage costs for returning items are the customer's responsibility. If you are returning goods from outside the UK, any additional Customs, Duties & Taxes for the parcel to reach us will be deducted from the refund due.

We are happy to offer our UK customers the option of DHL pick-up from your home at the cost of £8. We will arrange this for you, usually on the same day, during shop opening hours. You will receive an email directly from DHL including shipping labels to print at home and instructions for arranging a collection. On occasion, this email may land in your junk/spam folder.

CLICK HERE TO PURCHASE DHL RETURN POSTAGE

If you would prefer to arrange you're own postage please ensure all returns are sent by recorded delivery and that you obtain proof of postage receipt. The parcel remains the customer's responsibility until it reaches Epitome. All returns should be sent to -

Epitome E-commerce department
35 Dundas Street
Edinburgh
EH3 6QQ
Scotland
United Kingdom

After the 14 days has passed we can only offer alternatives if the goods were mis-sold or if an item is faulty, only under these circumstances will we provide an exchange and if this is not available then we will refund. This guarantee excludes faults caused by neglect, misuse, accidents or normal wear and tear, and failure to follow instructions of care. This does not affect your statutory rights.

As is standard practice in the U.K., purchases made with partial gift voucher/credit note and partial card payment will be refunded via voucher/note and card as is proportional to the amount of discount applied per item.

Domestic exchanges

UK customers pay postage for return of goods and we will send the exchange out free of charge.

International exchanges

International customers pay the postage for their return and in order to exchange, customers will have to place a new online order for the desired product. Unfortunately, we are unable to cover the cost of international exchanges as the postage is too high.

Become an Advocate of Epitome…

At Epitome, we really appreciate our customers' support and believe it deserves recognition, so we wanted to give something back! As a thank you for shopping with us online, we created our loyalty scheme. As an ‘Advocate of Epitome,’ you will earn escalating discounts every time you shop with us online.

Our loyalty scheme features three tiers. When you place an online order, your spend amount accumulates. As your total spend reaches the next level, you automatically unlock a greater discount on future purchases.

Terms & Conditions:

1. Participation & Eligibility

How to Join: To qualify for and participate in the loyalty scheme, you must hold a registered customer account on epitomeofedinburgh.com. You will be automatically enrolled in the scheme upon making your first purchase while logged into your account.
Personal Retail Use Only: The "Advocate of Epitome" scheme is strictly for personal retail use. Business use (e.g., purchasing products for the purpose of resale) is strictly prohibited. Epitome reserves the right, at the point of purchase or retrospectively, to determine whether orders constitute business use.
Account Suspension & Restriction: We reserve the right to close or suspend your Epitome account and/or revoke any accumulated spend or associated discounts if we reasonably believe you are abusing the scheme, violating these terms, or engaging in fraudulent activity.
Program Alterations: Epitome reserves the right to cancel, withdraw, amend, or alter the loyalty scheme, its tier structures, or these Terms & Conditions at any time without prior notice.

2. Discount Tiers & Total Spend For every qualifying order you make while logged into your member account, the net purchase amount (excluding shipping and postage costs) will be added to your Total Spend. Discounts are tiered as follows:

Discount Tier	Total Spend Target	Full Price Discount	Sale Discount
Tier 1	£250	5%	0%
Tier 2	£500	10%	5%
Tier 3	£1,200	15%	10%

Currency Conversion: Purchases made in any currency other than Great British Pounds (GBP) will be converted to GBP at the exchange rate applicable at the exact time of purchase.
Value Expiry & Inactivity: Epitome will reset the accumulated Total Spend value to zero for any "Advocate of Epitome" accounts that have been completely inactive (meaning no cleared purchases have been made) for a continuous period of one year (12 months).
Non-Transferable: Total Spend values and tier statuses belong strictly to the individual account holder and cannot be transferred, merged, sold, or traded to another member's account. Tier values hold no monetary or cash value.

3. Redeeming Your Discount

Automatic Application: Once you reach a new tier, your corresponding loyalty discount will automatically apply to future eligible orders at checkout, provided you are logged into your registered member account.
Exclusions: Postage and shipping costs are completely excluded from tier calculations, and loyalty discounts do not apply to shipping fees. Epitome reserves the right to exclude specific items, collections, or brands from loyalty discounts at any time at our sole discretion.
Discount Stacking: Unless explicitly stated otherwise during a specific promotional event, "Advocate of Epitome" tier discounts cannot be combined or “stacked” with other promotional codes.

4. Returns & Order Cancellations

The 14-Day Pending Period: To account for our online returns window, the value of any new purchase will remain flagged as "Pending" for 14 days. On the 15th day, provided the item has not been returned and full payment is cleared, the value will officially be added to your cleared Total Spend.
Refund Deductions: If you return any items for a full or partial refund during the 14-day returns window, the pending value will be adjusted or deducted to accurately reflect your final net spend.
Late Returns: If a return is accepted outside of the standard 14-day window at Epitome's sole discretion, we reserve the right to retrospectively deduct the equivalent value from your Total Spend, which may result in your account moving down a tier.

5. Communications, Data Privacy & Third Parties

Account Accuracy: You are responsible for ensuring your account contact details are accurate. Epitome is not responsible for missed rewards, notifications, or communications resulting from outdated email addresses.
Marketing Consent vs. Scheme Membership: You can choose to opt out of our general marketing emails and still remain a member of the loyalty scheme. However, please note that certain exclusive tier rewards can only be delivered via email so you may not receive specific perks if you unsubscribe.
Data Processing (Love Loyalty): To operate and administer this scheme, we share basic account profile data and purchase history securely with our third-party loyalty software provider (Love Loyalty). By participating in this scheme, you acknowledge that your data will be securely processed in accordance with our Privacy Policy to calculate your reward levels.
Alternative Payment Methods (Klarna): Payments made via Klarna are accepted. If you choose to settle your transaction via Klarna, your payment and data processing will be subject to Klarna's separate terms and credit criteria. Epitome exercises no control over Klarna’s individual payment approvals or independent financial assessments.
Governing Law: This loyalty scheme and all associated online transactions are strictly subject to the laws of Scotland and the United Kingdom.