FAQs

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.

Why has my payment failed?

Your order will only be confirmed in the payment has been successfully processed. If you have entered incorrect care details please try again and double check the information you are inputting. Please contact us if continue to have difficulty placing your order.

What are my delivery options?

Please go to the delivery page and select your delivery country from the drop down menu to take a look at your delivery options.

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, 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.

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.

I can’t sign into my account!

Please check the spelling of your email address and password (our system is case sensitive). If this does not help, please use the ‘forgot my password’ link which will remind you of your password. If you are still having problems logging in, please contact us to let us know and one of our customer care team will be able to help you.

I have not received a confirmation email!

Please make sure you have checked your junk folder for the email. If you still believe you have not received it, please feel free to contact us and one of our customer care team will be able to help you.

My payment has declined, why?

When entering your card details, please ensure that you are entering all of the correct details, including the correct billing address. If you are still having trouble placing your order, please feel free to contact us and one of our customer care team will be able to help you.

I am not receiving your newsletter!

If you have signed up to our newsletter and have not received any emails yet, please check that they aren’t in your spam folder. To correct this, please add mail@ego.co.uk to your address book or safe email list.

Orders

How can I pay?

We accept the following payments methods: PayPal, Credit, Debit.
You can view prices in the following currencies £ British Pounds, € Euros or $ US Dollars, $ AUS Dollars and $ CAN Dollars. However, please be aware that all payments and refunds are processed in the currency that you paid in.

How do I place an order?

To place an order, please follow the instructions below:

Select the item you like, select the size you would like to purchase.
Click ‘add to bag’. You can add as many items as your like to your bag before proceeding to payment.
To proceed to payment click the shopping bag on the top right of the screen and proceed to the checkout if paying by credit or debit card or click Paypal.
Enter the required information to complete your purchase.

Why was I able to place an order for an out of stock item?

Due to our popular items selling fast, we can sell out quickly. We try our very best to keep stock levels up to date, however, our website may not always update quickly enough while you are placing your order. We will contact you as soon as possible to confirm the cancellation of your order. If you have ordered more than one item, the rest of your order will be dispatched.

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 have a discount?

We currently offer free Next Day delivery on order over £50 (UK). 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.

How do I apply a discount code?

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

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 work 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 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 free of charge for a refund once you receive them. Please follow our return steps to do this.

When Will My Order Be Shipped?

Once The Product You Have Purchased On Pre-Order Arrives Into 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 It's Allocated Date?

Should This Occur We Will Advise You Via Email Where You May Cancel For A Refund Or Await The New Date With A Quicker Delivery Service(UK/US Only) Provided By EGO.

What Will Happen Should I Order A Pre-Order Item, And One That Is In Stock?

As We Can't Split Orders This Would Mean The Whole Order Needs To Go On Hold Until The Pre-Order Item Is Received Into The Warehouse. Should You Not Wish For This To Occur And Would Like To Receive Your Other Item First, Then Please Order These Separately.

Delivery

Delivery Option to:

Returns

Return Order to:

What is your return policy?

You have 28 days You have 28 days from receiving your order to return any items, providing they have not been worn or damaged. All products should be returned in the original box but the outer packaging does not have to be its original packaging.
IMPORTANT: Damaged, worn, dirty or any shoes that Ego Shoes Ltd believes has been used will NOT be accepted and will be returned back to their sender. This also includes any items outside of the 28 day return period.

What is your return address?

EGO Shoes LTD
Unit E4, Longford Trading Estate
Thomas Street
Stretford
Manchester
M32 0JT

How do I return an item?

1. Repackage the item into the box and place into outer packaging (all products should be returned in the original box but the outer packaging does not have to be its original packaging). Please include your completed return form, found at the bottom of your invoice. 2. Attach your free return label to the front of your parcel. Print your label here 3. Take your parcel to any post office counter, make sure you keep hold of the receipt as your proof of postage.

Can I send my item back for an exchange?

Yes, UK customers have 28 days to send your item back for an exchange as long as your item has not been worn or damaged. Please complete the return form so that we have all the information we require to process the exchange as soon as possible.

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. You will just need to print it, complete the information it asks for and pop in inside your return parcel.

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.

I have received the wrong product!

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.

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?

Yes, we do pay for return postage for UK customers. To return from the UK, 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. If you are returning your parcel from outside of the UK, please select the country from the dropdown above and follow the steps provided.

Can I exchange an item or my whole order?

If you are a UK customer you have 28 days to send your item back for an exchange as long as your item has not been worn or damaged. Please complete the return form so that we have all the information we require to process the exchange as soon as possible. All returned products should be in the original box but the outer packaging does not have to be its original packaging. IMPORTANT: Damaged, worn, dirty or any shoes that Ego Shoes Ltd believes has been used will NOT be accepted and will be returned back to their sender at their senders cost. This also includes any items outside of the 28 day return period.

How long does it take to exchange my item?

We ask that you allow up to 15 working days for your exchange to be processed, as soon as we have done this you will receive a confirmation email. All exchange items are sent out using our Standard free delivery service, delivery can take 2-3 working days. Remember we can only send out your new exchange item once we have received the unwanted item back. If you are in a rush to receive an exchange item, we advise that you return the unwanted item back for a refund and place a new order.

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.

Help, I've lost my returns form!

Don't worry, you can download a new one here.

What is your return policy?

You have 28 daysYou have 28 days from receiving your order to return any items, providing they have not been worn or damaged. All products should be returned in the original box but the outer packaging does not have to be its original packaging.
IMPORTANT: Damaged, worn, dirty or any shoes that Ego Shoes Ltd believes has been used will NOT be accepted and will be returned back to their sender. This also includes any items outside of the 28 day return period.

What is your return address?

EGO Shoes LTD
Unit E4, Longford Trading Estate
Thomas Street
Stretford
Manchester
M32 0JT

How do I return an item?

1. Repackage the item into the box and place into the outer packaging. Please include your completed return form, found at the bottom of your invoice. 2. Take your parcel to any post office counter, make sure you keep hold of the receipt as your proof of postage. The cost of an international return is the customer's responsibility.

Can I send my item back for an exchange?

Unfortunately, we do not offer exchanges to international customers. If you would like a different size, we would advise you to return the item you no longer wish to keep and place a new order for the size you would like instead. All returned products should be in the original box but the outer packaging does not have to be its original packaging. IMPORTANT: Damaged, worn, dirty or any shoes that Ego Shoes Ltd believes has been used will NOT be accepted and will be returned back to their sender at their senders cost. This also includes any items outside of the 28 day return period.

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?

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 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.

I have received the wrong product!

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.

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.

Can I exchange an item or my whole order?

Unfortunately, we do not offer exchanges to international customers. If you would like a different size, we would advise you to return the item you no longer wish to keep and place a new order for the size you would like instead. All returned products should be in the original box but the outer packaging does not have to be its original packaging. IMPORTANT: Damaged, worn, dirty or any shoes that Ego Shoes Ltd believes has been used will NOT be accepted and will be returned back to their sender at their senders cost. This also includes any items outside of the 28 day return period.

How long does it take to exchange my item?

We ask that you allow up to 15 working days for your exchange to be processed, as soon as we have done this you will receive a confirmation email. All exchange items are sent out using our Standard free delivery service, delivery can take 2-3 working days. Remember we can only send out your new exchange item once we have received the unwanted item back. If you are in a rush to receive an exchange item, we advise that you return the unwanted item back for a refund and place a new order.

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.

Help, I've lost my returns form!

Don't worry, you can download a new one here.

Contact Us

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.

What are your opening hours?

Our Customer Care Team are available between 9.00 am and 5.30 pm, Monday to Friday.

I am a blogger and would like to work with you, who do I contact?

Please contact our outreach team at pr@ego.co.uk

I am a supplier and I would like to get in touch with the buyers!

Please contact our customer care team and they will be able to help you.