Hello, How can we help?

To place an order, please follow the instructions below:

1. Select the item you like, select the size you would like to purchase.
2. Click ‘add to bag’. You can add as many items as your like to your bag before proceeding to payment.
3. To proceed to payment click the shopping bag on the top right of the screen and proceed to the checkout.
4. Enter the required information to complete your purchase.

1. Go to MY BAG (this can be found at the top right-side of the website).
2. Select ‘View and edit bag’.
3. Enter the Discount Code into the Discount Codes box.
4. Select Apply Coupon and your discount will be applied.

We often have sales and seasonal discounts, please sign up to our newsletter and follow us on social media to receive information about our latest updates.

We are not able to edit the order once you have placed it, as our warehouse team works hard to ensure your order is processed and dispatched as quickly as possible. You can, however, amend your order as much as you like before you proceed to checkout.

If you wish to cancel your order, we recommend contacting us at help@ego.co.uk as soon as possible. We will only be able to cancel orders that have not yet been processed by our warehouse team.

If the order has already been processed, you are welcome to return the items for a refund once you receive them. Please follow our return steps to do this.

We work on orders to dispatch as soon as placed according to the postage selected upon checkout unless the orders item is on pre-order.

Once the product you have purchased on pre-order arrives in stock, we aim to send this out next working day on your chosen method of delivery at time of ordering.

All preorders are subject to a dispatch date change. Should this occur, you should be advised via email where you may cancel your order for a refund or await the new dispatch date.

You can contact help@ego.co.uk to find a suitable solution

As you have paid only a single shipping cost for an order, they have to ship together, should you wish to split an order, feel free to contact us at help@ego.co.uk to pay for any additional shipping cost as applicable

Unfortunately, EGO is unable to provide information on potential customs fees for shipping outside of the UK. All customs fees must be paid by the customer and will not be covered by EGO. Customs fees are assessed at the carrier's discretion and in accordance with local legislation. We advise contacting your local customs office for more precise information so that you’re not surprised if there are any unforeseen delivery fees on your end.

If you're missing some items from your order, it's possible that it was sent in more than one package. If your order was large, this is probably the case.

Please double-check the invoice in your parcel bag as well. It will specify which items are in the package.

Please get in touch with us HERE if you haven't received everything you ordered within 7 days.

FYI: Please mention your order number and the names of the items missing to avoid any delays in the resolution. 

Your order might have failed if it has been placed in payment review.

Please get in touch with us as soon as you can if money has been deducted from your account and you haven't received an email confirming your order.

You can be assured that shopping with EGO is safe!

Your personal information is treated with care and is only transferred over to us via a secure server connection, no financial information is held on our systems. We are a member of ‘Verified by Visa’ and ‘Secure by Mastercard’ which provide additional security when using your payment cards for online purchases.

After placing your order, you will be taken to a message that contains an order confirmation and your order number. You will also receive an email with this information; please be patient as it may take up to 15-20 minutes to appear in your inbox. You will receive a follow-up email to let you know that your order has left the warehouse and is on its way to you.

FYI: If you have not received a confirmation email, please check your spam folder before contacting us.

A confirmation email for your order will arrive shortly after you put it. Please add (Email) to your contacts list to make sure this reaches your inbox; otherwise, your confirmation email might end up in your Junk/Spam bin. Please get in touch with us if you haven't received your order confirmation email.

We'll start working on your order as soon as you place your purchase because we know you need it quickly!

Unfortunately, because it is already being processed at the warehouse (literally within seconds! ), we will be unable to make any changes. You must place a new order or return any unwanted products.

Unfortunately, we do not provide an exchange service. Simply return your item(s) and place a new order.

Once we get your Unwanted items, we will complete your return. If you need help figuring out How To Return, click here.

If you suspect that you have received an incorrect size 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:

-The physical items received
-The packaging it came in
-An image of the size on the box
-An image of the size on the sole (If Shoes)
-An image of the tag (If Clothes)
-The paper invoice that came inside the parcel

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 replacement.

Please check your tracking before contacting us to see if it has been left in a safe place or to see if it explains that there has been a delay.

If the tracking shows no information please contact us at help@ego.co.uk with your order number and one of our customer care team will be able to advise.

Please email us with your name and order number so that we can contact the delivery company on your behalf.

It would save time if you already check with house members if they have taken the parcel on your behalf or with neighbours before contacting us. Please reach out to us within 7 working days from the delivery date, otherwise your claim will not be accepted.

Our couriers attempt to deliver twice before returning items back to us as undelivered. If your order has been returned to us it will be processed as a refund once we receive it. If you would like us to send your parcel back out rather than refund it, please contact us via email with your name and order number so that we can look into this for you.

Yes, when you place your order please enter ‘work address’ into the shipping details section of the checkout.

Yes, when you place your order please enter ‘work address’ into the shipping details section of the checkout.

If you're missing some items from your order, it's possible that they were sent in more than one package. If your order was large, this is probably the case.

Please double-check the invoice in your parcel bag as well. It will specify which items are in the package.

Please get in touch with us HERE if you haven't received everything you ordered within 7 days.

FYI: Please mention your order number and the names of the items missing to avoid any delays in the resolution. 

• 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.

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.

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

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.

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 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.

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

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.

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.

          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           

          Belgium                                                               https://ego.returns.international/pro                                                   9.85 EUR          

          Germany                                                             https://ego.returns.international/pro                                                   9.00 EUR           

          Denmark                                                             https://ego.returns.international/pro                                                 14.00 EUR           

          Estonia                                                                 https://ego.returns.international/pro                                                 17.00 EUR          

          Spain                                                                    https://ego.returns.international/pro                                                 11.75 EUR           

          France                                                                  https://ego.returns.international/pro                                                 11.20 EUR          

          Greece                                                                 https://ego.returns.international/pro                                                 23.00 EUR          

          Italy                                                                      https://ego.returns.international/pro                                                 11.60 EUR           

          Lithuania                                                             https://ego.returns.international/pro                                                 15.40 EUR          

          Luxembourg                                                       https://ego.returns.international/pro                                                 12.50 EUR           

          Latvia                                                                   https://ego.returns.international/pro                                                 16.90 EUR           

          Netherlands                                                       https://ego.returns.international/pro                                                 11.30 EUR           

          Portugal                                                              https://ego.returns.international/pro                                                 15.00 EUR     

          Sweden                                                               https://ego.returns.international/pro                                                 17.50 EUR           

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.

• If you can write in English, that is great but we will try our best to communicate with you in any language.

Email us at Help@ego.co.uk Please allow up to 48 hours for the Customer Care team to respond.

Note: if you send more than one message, it will push all of your messages to the back of our queue which can prolong a response from us. 

Our Customer Care Team is available 24/7