HOW WILL MY ORDER BE DELIVERED TO ME?
Please consider that it takes between 7-10 working days for us to create Made to Order, Made to Measure EGO STOCKHOLM pieces from the day it was ordered.
The shipping takes between 5 to 6 days in Europe, and up to 10 days in the rest of the World, depending on the country. Please note that all shipments outside the EU may be subject to import duties and taxes, which are imposed once a shipment reaches your country. Therefore, additional charges for customs must be borne to you. Your items can be delivered to your home address or to the address that you provided when placing your order on the Egostockholm.com website. Your items will be delivered as soon as payment for your order has been registered. For more information, please refer to our General Conditions of Sale and/or contact our customer care team.
HOW CAN I TRACK THE DELIVERY OF MY ORDER?
If you placed your order via your EGO STOCKHOLM customer account, you can follow the progress of your order by logging in to your account then clicking on "my orders". Then click on the tracking number to track your order. This same tracking number was also sent to you with your shipping confirmation email; enter it on the GLS courier website to track your order. If you placed your order as a guest, please contact our customer care team – our team will be pleased to inform you of the progress of your order.
HOW WILL I KNOW IF ORDER IS PLACED SUCCESSFULLY?
To place an order, add a product to your basket by clicking “Add to cart” on the selected product page. Please also select the size, the color and quantity you want to order. Once you have selected your items, complete your order by clicking on “My Cart” and then “Checkout”. You can then modify or confirm your basket and select your delivery method before making your payment. You will be asked to complete your delivery and billing address by selecting one of the two following options: - logging on to your Ego Stockholm account if you already have one - creating a Ego Stockholm account if you are ordering for the first time on Egostockholm.com or continue as a guest. Select your method of payment and fill in the information to complete your order. If the payment is successful, within a few minutes, you will receive an email confirming your order. When your order is shipped, you will receive a second email with a tracking number so that you can track delivery of your package. For further information, do not hesitate to contact our Ego Stockholm customer care service.
HOW DO I CHECK THE STATUS OF MY ORDER?
If you have placed your order via your EGO STOCKHOLM customer account, log in to your account then click on "My Orders". You will then be able to consult the status of your order: In preparation: the order has been validated and is being prepared. Completed: the order has been shipped to the delivery address that you provided when you placed your order online. You can track your order using the tracking number at the following address: GLS Pending: payment for the order has not been finalized. A customer care ambassador will contact you as soon as possible to assist you with your order. Cancelled: the order has been cancelled by you or due to lack of availability of the product. It is also possible that payment of your order has not been validated. If you placed your order as a guest, please contact our customer care team – our ambassadors will be pleased to inform you of the progress of your order.
CAN I CANCEL MY ORDER?
If you need to cancel or modify your order, please Contact Us as soon as possible. We will make every effort to accommodate your request, but cannot guarantee your order may be adjusted once it’s been submitted. Once a CUSTOM ORDER has been processed, it cannot be canceled or modified. These items are considered final sale and cannot be returned.
DO YOU ALLOW EXCHANGES AND REFUNDS?
Yes, you can return any order to us within 30 days of receiving it. When returning a product, put the unused item(s) back in the original packaging or in a rigid box, along with any accompanying accessories and documents (instructions, guarantees, certificates of authenticity). We advise you to take all necessary precautions to ensure that your product is protected. Any item not returned or returned incomplete, spoiled, broken, damaged, soiled or in any other condition that would reasonably suggest that it has been used or worn, will not be refunded or exchanged. Simply access the “Exchange or Return Authorization” section on the website or directly through “My Account” if you have already registered on our site. To access the request form, simply enter your order number and the email address used to place the order. Complete the online form with the information requested, including: the details of each item, the quantity of items that you would like to return and the reason for the return. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Pack the items in the order box (or any rigid carton box) and stick the pre-paid RETURN label over the prior delivery information. Using the label provided will guarantee a refund in the event of theft or loss during delivery to our warehouse. Contact GLS to arrange the pick-up of your package wherever you wish. Due to merchandising restrictions, all returns must be shipped from the same country they were purchased from. The return shipment is FREE when shipped using the courier provided by us. If the return package is shipped using a different courier than the one provided, all consequent costs will be the Client’s responsibility. Exchanges for items with a lower value will receive a refund for the cost difference. For exchanged items with a higher value than the original purchase price, Ego Stockholm will request a payment of the difference through credit card. Items that were made specially upon a customer design, can not be returned or refunded , however it can be modified in case it doesn’t meet the customer design . Please allow a maximum 14 days for your refund (usually between 3 to 7 working days). We’ll send an email once the item(s) have been received and checked and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method.Please visit our policy page https://egostockholm.com/policies/refund-policy
WHAT ARE THE SHIPPING CHARGES?
Shipping is FREE OF CHARGE for all items ordered on egostockholm.com
IS IT POSSIBLE TO REQUEST CUSTOM MADE ITEM?
Yes, it is possible. If you wish something special done only for you, please get in touch via our „Custom Order Request” form with your specifications and we will get back in touch as soon as possible with a reply.
CAN I MODIFY MY SHIPPING ADRESS?
If you need to modify your shipping or delivery information after your order has been placed, please Contact Us as soon as possible. Shipping information, including delivery address, cannot be modified once the order has already been shipped.
CAN I PERSONALIZE MY ITEM?
Yes. Just write your personalization options, directly after selecting your size or introducing your dimensions. Our items are tailored exclusively for you in matter of size and fitting, according to the dimensions provided by you. Additionally, Ego Stockholm offers personalization options to give your item a unique customized finish, from color of hardware (zippers, buttons) to embossed name etc. Delivery time may be adjusted accordingly. Please Contact us to get in touch in order to discuss the personalization details and fill in our Custom Order Request form.
HOW DO I KNOW IF MY PRODUCT IS AUTHENTIC?
Ego Stockholm products are crafted with the highest quality materials, design and workmanship. “Made in Italy” is an integral part of the essence of our brand. Once you receive the item, scan the QR code from the inside label, and introduce the product serial number. For further information, please Contact Us.
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept the following forms of payment: - ALL CREDIT AND DEBIT CARDS - Apple Pay - PayPal - Bank Transfer - Cryptocurrencies
HOW DO I TAKE CARE OF MY NEW EGO PRODUCT ?
We, at EGO STOCKHOLM, aim to use the best Italian Nappa leather available on the market, produced in delicate and professional tanning process. We also use high quality hardware from leading international brands such as YKK EXELLA, Swarovski and others, combined with our self production buttons line. Those support the sustainability of the leather for you to enjoy for long years. Cleaning your EGO outfit should be done in a delicate way with a delicate wet cloth. Storing your item should be away from dust and humidity. Should you need, deeper cleaning, we advise you to use services of dry cleaning specialist. In your package, alongside with your new product, you will find our care instruction for your use. For further information, don’t hesitate to Contact Us.
You can always call us at: +46 766 923 789
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