Return & Refund

Return or Exchange

If there’s something not quite right with your order (it happens occasionally), please get in touch with us and send the item back. We’ll be happy to either exchange it for an available item or issue a refund, where applicable.

You may request a return or exchange for eligible items (excluding skincare products and sale items) purchased through our online store within 30 days from the date of purchase.

If more than 30 days have passed since your purchase, unfortunately we’re unable to offer a refund or exchange.

 

Change of Mind

Once an order has been placed, it is processed promptly to ensure timely delivery.

As a result, we’re unable to make changes or cancel orders once they are in progress.

If you no longer require an item, you may place a new order or request a return in accordance with the policy below.

We do not offer refunds for change-of-mind returns. However, your item may be eligible for an exchange provided that it meets all of the following conditions:

  • Unused
  • Unopened, including any original plastic wrapping
  • In original condition with all original packaging intact

For the benefit and confidence of all customers, any item that has been opened will be considered used and is therefore not eligible for return or exchange.

Please note that gift cards are not eligible for return or exchange.

 

Change-of-Mind Returns – Fees & Shipping

  • Customers are responsible for all return shipping costs.

  • A 6% restocking fee will be deducted from the return value.

  • Original shipping costs are non-refundable, including orders that qualified for free shipping. Free shipping applies to the original purchase only and does not apply to returns.

We strongly recommend using a tracked shipping service when returning items. Returned parcels remain the customer’s responsibility until they are received at our return address.

 

Return Process

  1. Request a Return: You must request a return within 7 days from the date your order was placed. Alternatively, contact us at info@egostore.nz within 3 business days of receiving the item to communicate your intention to return or exchange.

  2. Provide evidence: Please send in photos or a short video showing how the product is faulty so that we can determine the replacement request is accepted.

  3. Pack and Ship: Securely pack the item in its original packaging or a similar protective box to avoid damage during transit. Once we confirm that a return request is acceptable. We will provide you with instructions on how to send your item back to our Auckland-based return address.

 

Return Conditions:

  • All items must be returned unused, unaltered, and with all original packaging and tags intact.

  • Sale and clearance items are non-returnable and non-exchangeable.

  • Due to health & safety reasons the following items are not available for return and are final sale:

    - Consumables (perishable products – including Health and Beauty/Pharmacy products)

    - Jewellery (earrings)

    - Bedding & towels

 

REFUND

Refund Process:

  1. Return Inspection: Once we receive your returned item, we will inspect it to ensure it meets the return conditions.
  2. Notification: We will notify you via email once we have received and inspected your returned item.
  3. Refund Issuance: If the return is approved, a refund will be issued to your original method of payment, excluding the original shipping costs and a 6% restocking fee. Please note that it may take some time for the refund to appear on your statement, depending on your bank's processing time.

Return Shipping Costs:

  • The cost of return shipping will be your (buyer's) responsibility.
  • We do not refund the original shipping costs.
  • Ego Store does not accept responsibility for items lost in transit while being returned. We recommend using a courier service that provides tracking and delivery confirmation.

Important Notes:

  • Ensure your return package includes a tracking number and delivery confirmation to avoid any issues with lost packages.
  • If we receive an item that does not meet the return conditions, it will be sent back to you, and no refund will be issued.