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.
CAN I RETURN MULTIPLE PARCELS?
No, you can not return multiple parcels under one label.
THERE IS NO RETURN LABEL IN MY PARCEL, HOW DO I RETURN IT?
To obtain your return label, kindly refer to the “How do I return an Item” section of this page.
WHAT IS YOUR RETURN ADDRESS?
EGO
Unit 5B, Globe Industrial Park
Globe Lane
Dukinfield
Manchester
SK16 4RE
- Please check our return instructions and policies if you want to return your parcel.
CAN I SEND MY ITEM BACK FOR AN EXCHANGE?
Unfortunately, we are currently unable to process exchanges
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 locate your parcel 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!
We are sorry to hear that you have received a faulty item. Please contact us within 7 days of receiving your order to let us know. Please do not forget to 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
I HAVE RECEIVED THE WRONG ITEM!
If you suspect that you have received an incorrect item then please contact our Customer Care team before returning any items within seven days of receiving your order, we will advise you on how to proceed further.
You can reach out to us via our help desk at help@ego.co.uk or via private message on Instagram, Facebook or Twitter.
Please do not forget to send the following to avoid any delayed resolution to your query:
-Order number
-The Product name ordered.
-The product name received
- Picture of the incorrect item and a picture of the tags.
We will advise you on how to proceed further to avoid any inconvenience.
Note: If you return the wrong item without first contacting us, we will 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.
Please do not use any incorrect items after finding the fault as we will be unable to provide a refund or exchange.
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.
Please note we also not accept torn clothes, even slightly torn clothes won't be acceptable.
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 and also please refer to the section ‘How do I return my items?’ for more information.
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?
No, your postage will not be refunded as it paid for the shipping service that got the parcel to your delivery address.
WHAT DO I DO IF MY PRODUCT IS FAULTY?
We are sorry to hear that you have received a faulty item. Please contact us within 7 days of receiving your order to let us know. Please do not forget to 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
HOW CAN I TRACK THE STATUS OF MY RETURN?
You will be notified via email once your refund has been completed.
Please keep in mind that depending on the card issuer, the payment may take 3-5 working days to appear in your account.
INTERNATIONAL RETURNS
Things to remember before creating a return label: Please make sure you have read our policies before initiating your return.
Refer to the following section for our return policy i.e. What is your return policy? Refer to the following section if you have received a faulty item i.e. I have received a faulty item! Refer to the following section if you have received a wrong item i.e. I have received the wrong item!
International returns (excluding Canada and Ireland) can be made by following our return policy. Please do not send the parcel without first getting a postage receipt from the post office. Keep your postage receipt safe since you will need it as proof of return. We do not reimburse international shipping costs.
RETURNING VIA OUR PORTAL IS QUICK, EASY, AND COST-EFFECTIVE!
If you return through our portal, you should receive your refund within 23-28 business days. Do you need to return? Follow the steps by clicking the link. Please keep in mind that the portal will automatically identify your country when you enter your order number and email or postcode, and you may need a printer for your label.
Country
Link
Cost
United States https://ego.returns.international/pro 29.20 USD
Australia https://ego.returns.international/pro 65.10 AUD
Austria https://ego.returns.international/pro 12.60 EUR
Portugal https://ego.returns.international/pro 15.00 EUR
Sweden https://ego.returns.international/pro 17.50 EUR
DO YOU REFUND THE DELIVERY CHARGE?
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.
