Frequently Asked Questions
What cards can I use to place an order?
We accept all major credit and debit cards.
Do you accept PayPal?
Yes, we accept payment via PayPal. If you do not have a PayPal account, you can register for a new account by visiting the PayPal website.
Is my payment information safe?
Yes, your personal information will be 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.
What currencies do you accept?
We accept payments in Pounds Sterling, US Dollars, Euros and Australian Dollars.
Why has my payment failed?
Your order will only be confirmed if the payment has been successfully processed. If you have entered incorrect card details, please try again and double check the information you are inputting. Please contact us if you would like assistance in placing your order.
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.
How much is UK delivery?
Standard UK delivery is £2.99 for a 2/3 working day delivery to anywhere in the United Kingdom. UK Next Day Delivery is £3.99 and Royal Mail Special Delivery is £6.99. The cut-off time for next day delivery 8pm.
How much is European delivery?
Please visit our Delivery page for full EU prices
I live outside the EU, what are my delivery options?
Delivery outside the EU is £10.99 for one item and £7 for each item purchased at the same time
I have not received my order. What do I do?
If you have not yet received your order, please email us on email@example.com where our team will be happy to help. Please check your tracking before contacting us as this may show you where your parcel is.
Do you deliver to work addresses?
Yes, we deliver to work addresses. When you are in checkout, please enter your work address in the Shipping Details section.
Do you deliver to BFPO?
Yes! We deliver to BFPO addresses. When you are in checkout, please enter your work address in the Shipping Details section.
My tracking shows as delivered but I have not received my order?
If the tracking is showing as delivered but you have not received your order then we need to contact the courier on your behalf. Please email us on firstname.lastname@example.org with your name, order number (if you have this) and address. We can then look into this for you.
My item has been delivered back to you as undelivered.
Our couriers generally attempt to deliver twice before returning items back to us as undelivered. If your order has been returned to us, you need to contact us on email@example.com with as much information as possible so that we can arrange to send this back out to you. Otherwise, we will automatically process a refund once we have received the parcel(s).
I have placed multiple orders at the same time, will they be sent together?
When a customer has placed more than one order around the same time, we do merge the orders together to make the delivery process smoother and easier for our customers.
What is your returns address?
EGO Shoes LTD
Unit E4, Longford Trading Estate
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.
How do I return an item?
You can return your order by following the instructions below: 1. Repackage the item into the box and place into the original packaging. 2. Attach your FREE returns label that you can download HERE (UK ONLY). 3. Take your parcel to any Post Office counter and obtain a tracking number. Only tracking references are proof of postage.
Can I send my item back for an exchange?
Yes, you can return your order back for an exchange within 28 days provided the product is in its original, unused condition and you are a UK based customer. Please complete the return form so that we have all the information we require to process the exchange as soon as possible. If the product(s) you would like in place of the original item(s) is no longer available we will automatically process a refund immediately.
How long does it take to process my return?
Please allow approx 15 working days from receipt of your return for it to be processed.
I have lost my returns form, can I still return my item?
If you do not have a returns form, you can include a note with your return. This must have your Full name, address, email address, order number and reason for return.
I have received a faulty item
If you have received a faulty item, please send this back to us using the returns form so that we can resolve the issue. You can also email us on firstname.lastname@example.org if you need to raise a question about this.
I have received the wrong product
If you have received a wrong item in your order, please send this back to us using the returns form so that we can resolve the issue. You can also email us on email@example.com if you need to raise a question about this.
I can't sign into my account?
First, please check that you are using the correct email address and password to sign into your account. You can use the Forgotten Password link which will remind you of your password. If this does not help, please email us on firstname.lastname@example.org
I have not received a confirmation email
If you have not received a confirmation email, please email us on email@example.com and we will resend this email to you.
My payment has declined, why?
When entering your card details, please ensure that you enter the correct details including the Billing address. If you need further assistance, please email us on firstname.lastname@example.org including your name, email address and type of card that you are using to place the order.
I am not receiving your newsletters
If you have signed up to receive our Newsletters and have not received them, they may be going to your spam folder. To correct this, please add email@example.com to your address book or safe email list.
What languages does your customer service team speak?
If you can write in English that is great but we will try and communicate in any language.
What are your opening hours?
Our Customer Service Team are available between 9.30am and 6.00pm Monday to Friday.
I am a Blogger and want to work with you. Who do I contact?
If you are a Blogger and want to feature our products on your blog, please contact us on firstname.lastname@example.org
I am a supplier and want to get in touch with the Buyers!
If you are a Supplier and want to contact our Buying Team, please contact us on email@example.com