Hello, How can we help?

WHAT CURRENCIES AND PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit/debit cards or you can pay via Paypal. If you do not have a Paypal account, you can register for a new account by visiting the Paypal website. You can pay in the following currencies £ British Pounds, € Euros, $ US Dollars, $ AUS Dollars or $ CAN Dollars. However, please be aware that all payments and refunds are processed in the currency that you paid in.
IS MY PAYMENT INFORMATION SAFE?
Yes, 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.
HOW CAN I PAY?
Card, Apple Pay, Klarna, PayPal Credit, Paypal Debit, Klarna, Clearpay.
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HOW DO I PLACE AN ORDER?

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.
I HAVE RECEIVED A FAULTY OR INCORRECT ITEM!
If you suspect that you have received a faulty or 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. Please do not use any faulty or incorrect items after finding the fault as we will be unable to provide a refund or exchange. If you fail to contact us before returning a faulty item your return may be rejected subject to our product inspection.
CAN I CANCEL OR EDIT MY ORDER?
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 the checkout. Happy Shopping with EGO
MY TRACKING IS SHOWING THAT MY PARCEL IS BEING RETURNED TO THE SENDER.
The carrier has been unable to deliver your parcel to you (you may not have been in or they might not have been able to gain access to your property). If your tracking is showing as being returned to sender, you can wait for your parcel to reach our warehouse and we will give you a refund when it does. We have an automated system for the returns. The refund will be automatically processed after a successful returns process of 5-7 working days from the date of receiving the parcel back at our warehouse. The funds will be back to your account as per the policies of your bank or chosen payment method from the date it is processed from our end. If the carrier is having difficulties delivering your parcel then it may be worth checking out the carrier's tracking, many of our carriers will allow you to pick up your order from the near collection point or schedule a redelivery. You can also reach out to our help desk at help@ego.co.uk for further assistance if none of the options work for you. One of the customer service team members will work out every possible solution to resolve your query as per the situation.
WHY HAVE I RECEIVED AN ITEM WITH DIFFERENT BRANDING?
Being a fashionable footwear and clothing brand that constantly strives to keep up to date with the latest trends, we receive hundreds of orders per day as we want to keep our customers happy. We sometimes use outside suppliers to fulfil the orders so you'll always get your order on time. Unfortunately, this sometimes means that you'll receive our items in packaging that doesn't have EGO branding.
HOW DO I APPLY A DISCOUNT CODE?
  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.
CAN I HAVE A DISCOUNT?

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.

I FORGOT TO USE MY DISCOUNT CODE, WHAT CAN I DO?
We are not able to manually add the discount once you have placed the order, however, you can use the discount on your next order if the code is still valid.
HAS MY ORDER GONE THROUGH?
If your order has gone through successfully you will receive a confirmation email to the email address you used when placing the order. If you have not received this email, please check your Junk or Trash folder. Alternatively, you may have entered an incorrect email address. Unfortunately, we are unable to update the email address once you have placed your order.
CAN I CANCEL MY ORDER?

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.

WHEN WILL MY ORDER BE SHIPPED?

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.

WHAT HAPPENS IF THE PRE-ORDER RUNS OVER ITS ALLOCATED DATE?

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

WHAT WILL HAPPEN SHOULD I ORDER A PRE-ORDER ITEM, AND ONE THAT IS IN STOCK?

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

DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER ?

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.

 

WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?

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. 

 

WHAT DOES PAYMENT REVIEW MEAN?

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.

 

 

IS IT SAFE TO ORDER ONLINE?

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.

 

HOW DO I KNOW YOU HAVE RECEIVED MY ORDER?

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.

WILL I RECEIVE A CONFIRMATION EMAIL WHEN I PLACE MY ORDER?

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.

 

CAN I MAKE CHANGES TO MY ORDER? (E.G.ADDRESS)

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.

 

CAN I EXCHANGE AN ITEM?

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.

 

I RECEIVED THE WRONG SIZE!

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.

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WHAT ARE MY DELIVERY OPTIONS?
Delivery Option to:
Royal Mail Tracked 2-5 Working Days 3.99
UK Next Day Delivery - Order by 11pm 5.99

All times are UK local times

*Unfortunately these services are not available for the following postcode areas:


AB23, AB31, AB33, AB34, AB35, AB36, AB37, AB38

We ship from within the UK. We aim to get all items purchased before their cut off time sent out the same working day, next day orders placed after this time may take an additional day to arrive. Orders placed during a bank holiday will be dispatched the next working day.





*Please note: All delivery times are an estimate with the courier. Depending upon certain factors with their processes, this may slow or speed up the process and EGO cannot be held accountable.

At times we change our time scales. Delivery times might change which will be reflected on the checkout page.

HOW LONG DOES DELIVERY TAKE?
Delivery Option Delivery Times Delivery Costs
UK Express Next-Day Delivery - Order by 11 pm £5.99
UK Standard 2-5 Working Days(Sunday-Fri) £3.99 - 99p delivery on all orders over £40!
EGO VIP(Delivery & Free Returns) Next Working Day (if ordered before 11 PM Sun - Fri) £9.99

All times are UK local times

*Unfortunately these services are not available for the following postcode areas:

AB23, AB31, AB33, AB34, AB35, AB36, AB37, AB38

We ship from within the UK. We aim to get all items purchased before their cut-off time sent out the same working day, next day orders placed after this time may take an additional day to arrive. Orders placed during a bank holiday will be dispatched the next working day.

FYI: All delivery times are estimated with the courier. Depending upon certain factors with their processes, this may slow or speed up the process and EGO cannot be held accountable.

At times we change our time scales. Delivery times might change which will be reflected on the checkout page.

 

 

NEXT DAY DELIVERY - HOW DOES IT WORK?
Next Day delivery (if ordered before 11 PM Sun - Fri) - CUT OFF NOW 11 PM
 
I HAVE NOT RECEIVED MY ORDER, WHAT SHOULD I DO?

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.

MY TRACKING SHOWS AS DELIVERED BUT I HAVE NOT RECEIVED MY ORDER!

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.


MY ITEM HAS BEEN RETURNED TO YOU BECAUSE IT COULD NOT BE DELIVERED!

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.

DO YOU DELIVER TO WORK ADDRESSES?

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

DO YOU DELIVER TO BFPO?

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

POSTCODE RESTRICTIONS

Unfortunately, delivery services are not available for the following postcode areas:

AB23 AB31 AB33 AB34 AB35 AB36 AB37 AB38

 

WHAT IF I HAVE NOT RECEIVED PART OF MY ORDER?

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. 

 

DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?
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.
EGO VIP

EGO PREMIER 12 MONTHS

FREE NEXT DAY DELIVERY + EXCLUSIVE FREE RETURNS FOR 1 YEAR FOR JUST £9.99

NEED IT THE NEXT DAY, NO LIMITS? NO PROBLEM. LIVE LIKE A VIP FOR JUST £9.99 A YEAR. GET UNLIMITED NEXT DAY DELIVERY AND EXCLUSIVE FREE RETURNS, WITH FIRST-TO-KNOW NEWS ON HOT NEW DROPS, AS WELL AS VIP DISCOUNTS.

THAT'S JUST 83P PER MONTH.

ENJOY THE FOLLOWING BENEFITS FOR £9.99 A YEAR:

  • Unlimited UK Next Day Delivery
  • Exclusive Free Returns
  • Exclusive Discounts
  • Exclusive Early Access To Drops
ORDERS PER YEAR     DELIVERY COST WITHOUT VIP  SAVINGS WITH VIP
3 £17.97 £4.98
5 £29.95  £16.96
10 £59.90 £46.91
15 £89.85 £76.86

FYI: BASED ON THE UK NEXT DAY DELIVERY PRICE.

 

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EXTENDED CHRISTMAS RETURNS?
Orders placed from Monday 13 November – 24 December 2023 can be returned up until 10th January 2024.
WHAT IS THE 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 items 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.
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.

IS THE RETURN POSTAGE FREE?

No, we do not pay for return postage for UK and international customers, the standard rate is £2.49 for the UK. To return from the UK, please follow the ‘How do I return my order?' steps above.
Whilst your return parcel is in transit, it is your responsibility. We recommend using our return portal to create a return label. Please keep hold of your receipt as proof of postage.
You can also return your parcel from your local post office but we will not take any responsibility if the return is lost in transit as it was not returned through our return portal.
We provide trackable return system so we advise you to use our service to avoid any inconvenience.
If you are returning your parcel from outside of the UK, please select the country from the dropdown above and follow the steps provided.

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           

          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           

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.

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WHAT LANGUAGE DOES YOUR CUSTOMER SERVICE TEAM SPEAK?
  • If you can write in English, that is great but we will try our best to communicate with you in any language.
I COULD NOT FIND THE ANSWER TO MY QUESTION, HOW DO I GET IN CONTACT WITH EGO?

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. 

WHAT ARE YOUR OPENING HOURS?

Our Customer Care Team is available 24/7

I AM A BLOGGER AND WOULD LIKE TO WORK WITH YOU, WHO DO I CONTACT?
Please contact our outreach team at squad@ego.co.uk
I AM A SUPPLIER AND I WOULD LIKE TO GET IN TOUCH WITH THE BUYERS!
Please contact our customer care team at Help@ego.co.uk and they will be able to help you.
EGO REFERRALS

HOW IT WORKS?

- Introduce EGO to your friends.
- Give your friends 20% off when they place their first order with EGO.
- And to say thanks we'll give you 20% off your next order for each friend who purchases for the first time.

FYI: Our refer-a-friend programme is managed by Mention Me who will process your data and send you referral service emails. More info and your privacy rights.

You will get the following options in your account:

Tell Them In Person
Share A Link
Share By Email
By Facebook

 

 

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