Frequently Asked Questions

Here are answers to some of the questions we are asked most often. If you cannot find the information you need, please email support@edenhomegifts.com and we will be happy to help.

Products

What products do you sell?

Eden sells physical gift products, including plush toys and soft gifts, ceramic animal ornaments and figurines, decorative mugs, scented candles, plant pots, cushions and home décor items.

Are your products physical or digital?

All products currently offered through our online shop are physical goods delivered to an eligible UK address. We do not currently sell digital downloads or subscriptions.

Orders

How do I place an order?

Browse our website, select the products you would like, add them to your basket and follow the checkout steps.

After your payment has been successfully authorised and your order has been accepted, an order-confirmation email will be sent to the email address entered during checkout.

Can I change or cancel my order after placing it?

Please contact support@edenhomegifts.com as soon as possible.

We will try to help before the order is dispatched, but changes and cancellations cannot be guaranteed after processing has begun. If an eligible order has already been dispatched, you may still use your applicable cancellation and return rights after receiving it.

I entered the wrong delivery address. What should I do?

Email us as soon as possible with your order number and the correct address. We will try to update it before dispatch, but address changes cannot be guaranteed after processing has begun or the parcel has been passed to the delivery provider.

Delivery

Where do you deliver?

We deliver to eligible addresses within the United Kingdom only. We do not currently offer international delivery.

Delivery availability is confirmed after you enter your UK delivery address during checkout.

How much does delivery cost?

Standard UK delivery is free on every eligible order accepted at checkout. There is no minimum order value.

How long does delivery take?

Orders are normally processed and delivered within 3–6 business days from the date they are placed.

This total estimate includes processing, preparation, packing, dispatch and delivery. Business days are Monday to Friday and exclude UK public holidays. Delivery times are estimates rather than guaranteed arrival dates.

Will I receive tracking information?

Tracking information will be provided when available. Where tracking is supplied, please allow time after dispatch for the delivery provider’s system to update.

My order has not arrived. What should I do?

If tracking shows the parcel as delivered, please first check any nominated safe place and ask members of your household or nearby neighbours.

If the parcel still cannot be located, or the estimated delivery period has passed, email support@edenhomegifts.com with your order number so that we can investigate.

Full delivery information is available in our Shipping and Delivery Policy .

Returns and refunds

Can I return an item if I change my mind?

You may notify Eden within 14 days after receiving an eligible online order that you wish to cancel and return it.

After notifying us, you then have a further 14 days to send the eligible item back in accordance with our return instructions.

Please contact us before sending a return so that we can confirm the appropriate return method and identify your parcel when it arrives.

Who pays for return postage?

Eden covers the reasonable standard return-postage cost for an accepted change-of-mind return made in accordance with our policy.

We also cover reasonable return costs for products that are faulty, damaged or supplied incorrectly. We do not charge a restocking fee.

What condition should returned products be in?

Returned products should be unused beyond what is reasonably necessary to inspect them, in their original condition, complete and returned with their original packaging where reasonably possible.

My item arrived faulty, damaged or incorrect. What should I do?

Contact support@edenhomegifts.com as soon as reasonably possible and include:

• Your order number
• A description of the issue
• Clear photographs of the product and packaging, where reasonably possible

Depending on the circumstances and your applicable consumer rights, we may provide a suitable replacement, a refund or another appropriate remedy.

How long do refunds take?

Once the returned item has been received and checked, approved refunds are normally issued to the original payment method within 5–7 business days.

Where applicable, refunds will be processed within the timeframe required by UK consumer law. Your bank or payment provider may require additional time before the amount appears in your account.

Full information about returns and refunds is available in our Returns, Refunds and Cancellations Policy .

Payments

What payment methods do you accept?

Eden accepts major credit and debit cards, including Visa and Mastercard.

PayPal and other payment or accelerated-checkout options may also be displayed when available. Only the payment methods shown during checkout are available for your order.

What currency do you charge in?

All product prices and order totals are displayed and charged in pounds sterling (GBP).

Is my payment information secure?

Full payment-card details are processed securely by the payment provider selected during checkout.

Eden may receive limited transaction information, such as payment status, payment-method type and partially masked payment details, but does not receive or store your full card number.

Our Edinburgh shop

Do you have a physical shop?

Yes. Eden is an independent gift shop located at:

What are your opening hours?

Monday to Sunday: 10:00 AM–6:00 PM

Can I contact you by phone?

Yes. You can call +44 131 220 3372 during shop opening hours.

For an online order, email is the preferred contact method because it allows you to include your order number and supporting information.

Still have a question?