UK RETURNS ARE FREE: ALL DELIVERIES WILL HOLD A RETURNS LABEL. SHOULD IT NOT, PLEASE EMAIL US AT HELP@EGO.CO.UK FOR A FREE ROYAL MAIL LABEL
All Non-UK returns are to be sent back at the costing of the customer. Please see below on where to return such items and the details required for processing.
Should you need to return an item please acknowledge the following instructions and terms.
We promise to refund any item for any reason within 28 days of dispatch should you return it in a saleable condition. International customers are required to pay for any return unless it is not what you ordered (as stated on your order invoice) or if it is damaged. Please see Sections 2 and 3 for more information on damages and problems.
We send an invoice/returns form enclosed in every package dispatched by us. It details your order and how to return an item should you require to.This needs to be filled in and enclosed with your item. Items should be returned in their original box.
The returns address is:EGO Shoes LTDUnit E4, Longford Trading EstateThomas StreetStretfordManchesterUnited KingdomM32 0JT
Should you not have your invoice please enclose a note with the following information:
Should your return not include a filled in invoice or any sort of identification we will be unable to process your order until you contact us regarding it.
We kindly request you put the item in a bag before returning the item. Please do not add stickers or sellotape to the shoe box as this is needed for storage. When they are removed there is significant damage to the box.
Please message us at email@example.com to get your FREE returns label if a UK based customer.
Should you not provide a tracking reference to prove delivery we cannot help you if items are lost in the mail.
Upon contacting us you will be asked to provide photographs of the damage and the soles. If the item is worn our first recommendation may be to have them fixed at a local cobbler. We would then reimburse you the cost of doing this. This is in an effort to get your item fixed as quickly and efficiently as possible.
Should an item prove not to be fixable we would ask you to return the item and we will forward you a returns label free of charge.
Please be aware that we reserve the right to decline a return if an item shows disproportionate wear. For example, we sell fashion footwear that are described as snow boots however these are not specialist footwear for skiing and as such we cannot be held responsible should they break while skiing.
Once a return has been authorised, fill out the invoice, stick on the returns label and take it to the post office.
Please message us about the problem stating what you have received, even better if you could give us pictures so we can see the problem for ourselves. If it is not the item you ordered as stated on your order invoice email us at firstname.lastname@example.org and we will send you a FREE returns label.
- 3.1 Sizing Faults
The majority of our items are good fits but occasionally one or two are manufactured incorrectly. We endeavour to correct this as soon as it is made known to us. We may do this by a notice on the listing or by downsizing our stock. As all our customers have different sizes it is unlikely any style will go without being questioned at least once. Unless we have had number of customer complaints about sizing on a style we would not refund postage for sizing problems and would not consider them incorrect.
We follow up all sizing problems reported by getting the items tried on by a person of the same size.
- 3.2 Colour Faults
We try and get every colour on our listings to be perfect but different screens can make colours appear lighter or darker, sometimes bluer or greener than the item as it is. We do our best in this regard. Unless the colour is very different eg, blue instead of green we would not be looking to refund your postage.
When authorised we will send you a FREE returns label, please return the item to us using the steps on the returns slip
Refunds are done within 30 working days at most. We reserve the right to refuse the item if it appears to have been worn.
Exchanges are subject to availability. Should your item not be in stock at the time of a return you will be refunded automatically. Exchanges are usually dispatched within 30 working days. Should we be aware that your item will be coming back into stock we may hold your order. You can message us at any time if an exchange appears to be taking too long.
Customers are required to pay postage costs for any exchange. You will be sent a PayPal request or message regarding this once a new item has been allocated. Postage costs are the same as outlined for the initial delivery.
In addition to our returns policy, you can cancel your contract with us at any time within 7 working days beginning on the day after you receive the product(s) which are subject to the contract (“cooling-off period”).
To cancel your contract, you must notify us in writing within the 7 day Cooling-Off Period to:Hana’s Boutique LTDUnit E4, Longford Trading EstateThomas StreetStretfordManchesterUnited KingdomM32 0JT
You must then return the products as outlined in accordance with ‘How do I return an item?’. Notification of return of your products via the online procedure will not constitute notification of cancellation of your order for the purposes of your statutory rights to cancel the contract. Please note that in order to cancel your contract, you must return all the products that were covered by the order. You must take reasonable care of the products that you wish to cancel and not use or wear them. If you cancel your contract with us, we will refund the amount due to you, including delivery charges (those that we charged to send the item to you, not to return the item), within 30 days of the day you have given notice of your cancellation.