- Order delivery frame time?
For processing time, we may need up to 4 working days to prepare your order after placing your order. The courier will contact you when the order is out for delivery.
Please note that: Friday is not considered a working day.
- Can I cancel my order?
A paid order cannot be canceled. Please check our ‘Exchange & Refund policy for returns.
- Can I change/modify my shipping address/sizes?
About shipping address changing:
If the order has not been shipped, you can click and edit shipping address under ‘Account’.
If the order is shipped, please ‘Contact US’ for help.
For paid orders, the size cannot be edited, EGO recommends you to do an exchange for size after you receive your order. For more details, please check our Exchange and Refund policy. For more inquiries, please ‘Contact US’ for help.
- Why didn’t I receive an email/SMS confirmation with the order being placed?
Normally, an email/SMS with an order number will be sent to both your account email address and phone number after the order is confirmed within 30 minutes.
If you did not receive the email or SMS:
Please check if you logged in the correct EGO account, the email is sent to the registered email address.
Please check your junk emails.
Please check that the number you registered is your current number.
Please visit ‘My Orders’ to check if the order is submitted.
- How long does delivery normally take?
If your order will be delivered within Cairo/Giza, you’ll receive your order in 3-4 working days. No deliveries will be made on Fridays.
If your order to be delivered to anywhere out of Cairo/Giza but within Egypt, you’ll receive your order within 5-6 working days.
Please note that:
- The above 3 points are subject to change according to public holidays, inclement weather conditions or unforeseen external circumstances.
- No orders will be delivered on Fridays.
- To where do you deliver?
We deliver all around Egypt.
- Are there any additional fees beyond purchase?
No delivery charges will be added.
- What steps do I take if I would like to return an item?
If you want to return an item, please make sure if it meets our Return & Refund Policy before submitting the claim. Please submit your claim on ‘Contact US’ and our team will get back to you within 24 hours.
- Can I exchange my order instead of returning it?
Yes, you can exchange the order if it meets our Exchange & Refund Policy before submitting the claim. Please submit your claim through ‘Contact US’ and our team will get back to you within 24 hours.
- What is the status of my refund?
In the case of defected items, an internal committee will have to review the case with our global partners before any refund or exchange happens, this usually takes 3-5 weeks.
- Here are the refund details:
Original Payment (Card) 10-18 working days.
Please understand that we need to refund your card bank within 48 hours after refund confirmation. But your card bank may need another 10 working days to transfer the money to your card account.
We cannot control the processing speed of your card bank. Please ask your bank for detailed information.
- What should I do if my refund is incorrect?
We will refund the actual price paid for your order. If this is not the case, please ‘Contact US’ for assistance.
- What if I received a wrong item/size?
If you order a wrong size/item and you want to do an exchange, then all you have to do is submit your request through ‘Contact US’ and our team will get back to you within 24 hours.
Please check our Refund & Exchange policy before submitting the request.
- What is the deadline to allow returning an item?
You have 14 days to return the product if it matches our Refund & Return Policy.
- What payment methods do you accept?
We support Credit/Debit cards only.
- Do you offer cash on delivery?
We don’t support payment upon delivery for safety.
- What do I do if there is a payment error?
If you are experiencing error messages when making a payment, please make sure you have entered the correct details by checking all the information.
Contact your bank to ensure there are no problems with the card. Next, please ‘Contact Us’ and submit the details, and we will investigate further if we are able to help.
Please make sure you have sufficient funds on your card.
- Do you restock sold out items?
Since EGO is a luxury brand store, we do not restock our items. However, we do have carry over items each season depending on the brand that does indeed provide them in their collections.
- Why am I unable to log into my account?
Please check that you have inserted the right information, did not misspell any letters, and the password your typing is correct. If it still does not work, then please ‘Contact Us’ for assistance.
- How do I reset my password?
To reset your password please click reset password in the “My account” page, you will receive an email on your registered email that allows you to reset your password.