Frequently Asked Questions

What is your return policy?

You’ve got 28 days to send something back to us from the day you receive it. IMPORTANT: Damaged, worn, dirty, or any shoes that Ego believes have been used will NOT be accepted and will be disposed of, with no refund issued. If you have received a faulty item then refer to the “I have received a faulty item” before returning the parcel.

How do I return an item?

- Generate your return label to stick onto the outside of your parcel - https://ego.returns.international/pro

- Place your invoice inside the parcel noting your order number, the reason for the return and which items you’re sending back for a refund

- Make sure all old labels are covered on the outside of your parcel -if you have multiple return labels, then all the parcels should contain the order number and the reason for the return.

Please keep the proof of postage receipt in case your parcel gets lost.

How do I return an item?

Don't worry, if you've already paid for the label, contact the customer service team with proof of payment and they will assist you further. Please contact us at help@ego.co.uk. Thanks

I have received the wrong product!

Please contact us within 7 days to let us know. It would save time if you could attach a picture of the problem and include your name and order number in the email. If you are asked to return the faulty item to us, please follow our return instructions. If you return the faulty item without first contacting us, we may have to dispose of it because we were unaware that you received the item in this condition, and no refund will be issued for such returns.

Clothing Returns

Please try on the clothes with caution, as we will not accept clothes that have acquired a scent of perfume and/or makeup stains

Can I send my item back for an exchange?

Unfortunately, we are currently unable to process exchanges. You can return your item to us and place a new order to receive the item of your choice. To return an item please follow the steps stated above in ‘HOW DO I RETURN AN ITEM?’

How long does it take to process my return?

Please allow approximately 15 working days from receipt of your return for it to be processed. This time frame may be extended during busy periods.

I have lost my returns form, can I still return my item?

Yes, of course. You can download a new return form here. Simply print it, fill out the required information, and place it inside your return package. Please keep in mind that the paper invoice enclosed in the package is not your return form. It is simply an invoice containing information about your order.

I have received the wrong product!

Please contact us within 7 days to let us know. It would save time if you could attach a picture of the problem and include your name and order number in the email. If you return the wrong item without first contacting us, we might be unable to proceed further because we were unaware that you received the item in this condition, and no refund will be issued for such returns

I have returned an item that is not intended for EGO, what should I do?

If you return an item that is not EGO merchandise we will take every step to try and locate the parcel, however if we are not able to then we are not liable for the item and we cannot take responsibility for it. We would advise contacting the company you directly purchased from and explaining the situation.

I have received a faulty item!

Please get in contact with us within 7 days to let us know. It would save time to attach a picture of the fault and make sure you provide your name and order number in the email. You may be asked to return the faulty item to us, please follow our return steps to do this. If you send the faulty item back without contacting us first, we may end up sending it back to you as we were unaware that you received the item in this condition.

How Long Do I Have To Return An Item?

You can return your item within 28 days provided the product is in its original, unused condition.

Is the return postage free?

Unfortunately, we do not offer free returns for international customers so the cost of return is the customer's responsibility. To return, please follow the ‘how to return an item’ steps above. Whilst your return parcel is in transit, it is your responsibility. We recommend that you return the parcel to us using a tracked or signed for service, to ensure we receive the parcel here safely. Please keep hold of your receipt as proof of postage.

When will I be refunded?

When your return has been delivered to our warehouse it can take the returns team up to 15 working days to process your return, as soon as we have processed this you will receive a confirmation email. The returns team will then process your refund within 5 working days, please allow the following time for the funds to show in your account.

Debit card refunds can take up to 5 working days.

Credit card refunds usually show within 10 working days however it may take considerably longer, depending on your provider.

PayPal refunds can take up to 3 working days.

Will my postage be refunded?

If you have received your order but decide not to keep it (or part of it) and return it to us, your postage will not be refunded as it paid for the shipping service that got the parcel to your delivery address.

Help, I’ve not received my money back!

Once we have confirmed by email that we have processed your return, we do ask that you allow up to 15 working days for the funds to show in your account, depending on how you paid. If after 15 working days the funds are not showing, please contact our Customer Care team.