Help & Support
Terms & Conditions
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 time 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 mis-described, 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.
We are unable to accept returns of, or exchange the following items due to hygiene reasons: skin care, fragrance, socks, earrings, books and magazines.
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.
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.
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, and 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.
Our mid-season sale promotion is valid on new season collections only, until midnight on 09/05/19. This is valid in store, and online with the promotional code. Excludes sale items, Fragrance, Skin Care, Socks, Apolis, APC Demi Lune Bags, Birkenstocks, Danner boots, Lotuff, Trickers, Veja. No price adjustments on prior purchases. Not valid in conjunction with any other offers. We reserve the right to end this promotion/sale at any time.
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 recipients 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 and order where gift vouchers have been used, your account will be refunded with the same gift voucher amount used.
We have a wide range of gifts available on our website. To make gift shopping easier, we offer a free gift wrapping service on any items purchased online. All you have to do is select ‘wrap these items as a gift’ at the checkout and you have the option to add a message of your choice. We will take care of the rest!
All orders placed before 12 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 12 noon (GMT) will be shipped the following business day. Any orders placed over the weekend will be shipped on the Monday (except on Bank Holidays).
You will only ever pay one delivery charge per order processed. All deliveries will require a signature. Our estimated delivery times and charges, provided your order is placed before 12 noon (GMT) on a business day, are:
Collect in store - Free
UK standard – 1 to 2 days delivery - £6.00 (free over £300)
EU - 1 to 3 days delivery - £15.00
USA - 1 to 2 days delivery - £15.00
Worldwide – 3 to 5 days delivery - £20.00
Please allow for extra time if your delivery address is in a remote area.
You can now 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 placed before 12 noon (GMT) on a working day will be available to collect the same day. If your order is placed after this time, it will be ready the following working day with the exception of sale items which can take up to two working days to be ready for collection. For opening times and details on where to collect your parcel, click here.
Customs, Duties & Taxes
Customers ordering from outside the EU 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 correct VAT rate according to where you are in the world.
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.
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.
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, 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.
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.
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. 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.
Please ensure that you obtain a proof of postage receipt. The parcel remains the customer's responsibility until it reaches Epitome. Please ensure all returns are sent by recorded delivery to -
Epitome E-commerce department
35 Dundas Street
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.
If you have any questions please don't hesitate to contact us
We're on hand to assist with...
Size and fit advice
Detailed product information
Exchange and return queries
UK Customers: 0131 556 5554
International Customers: +44 131 556 5554
Monday 10am - 6pm
Tuesday 10am - 6pm
Wednesday 10am - 6pm
Thursday 10am - 7pm
Friday 10am - 6pm
Saturday 10am - 6pm