At EGLO Shop, we want you to be completely delighted with your purchase. We understand that sometimes an item may not be perfect for your space, which is why we offer a straightforward returns and exchange process. Please review our policy below.

Returns Period

We gladly accept returns and exchanges within 15 days of you receiving your order.

How to Initiate a Return or Exchange

  1. Contact Us: Within the 15-day window, please email our customer care team at [email protected]. Use the template provided below to ensure we have all the necessary information to assist you quickly.
  2. Wait for Instructions: We will reply within 2 business days with a Returns Authorisation Number and instructions on where to send your item. Please do not send anything back without this number.
  3. Pack and Ship: Securely pack the unused and undamaged item in its original packaging, include all tags and documentation, and ship it to the address we provide. We recommend using a tracked shipping service.

Please Note: The customer is responsible for the cost of return shipping unless the item is faulty or incorrect due to an error on our part.

Return & Exchange Request Email Template

Please copy and paste the text below into an email and send it to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear EGLO Shop Team, I would like to request a [return / exchange] for an item from my order. Order Number: [Your Order Number] Product Name: [Name of the Product] Reason for Return/Exchange: [Please provide a brief reason] I have read and understood the Returns & Exchanges policy on your website. Kind regards, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refunds

Once we receive and inspect your returned item:

  • Timeline: Your refund will be processed within 5-7 business days.
  • Method: Funds will be returned to the original payment method used for the purchase (Visa, MasterCard, JCB, or PayPal). Please allow additional time for the refund to appear in your account, depending on your bank or payment provider’s processing times.
  • Amount: The refund will be for the cost of the returned item(s). Original shipping fees are non-refundable.

Exchanges

To exchange an item for a different product or variant, please follow the standard returns process. Once we receive your original item, we will process a refund. You can then place a new order for the desired item on our website.

Condition of Items

To be eligible for a return or exchange, items must be:

  • In unused and original condition.
  • In the original packaging with all tags and labels attached.
  • Accompanied by any proof of purchase.

Non-Returnable Items

To ensure the health, safety, and hygiene of all our customers, the following product categories are final sale and cannot be returned or exchanged unless they arrive faulty or damaged:

  • All Home Fragrance: This includes diffusers and candles. For safety and hygiene reasons, these products cannot be resold once they leave our warehouse.
  • Candles & Candle Holders (if used or opened).
  • Bathroom Lights & Ceiling Lights that have been installed or show signs of use.
  • Any product that is personalised or made to order.

Faulty or Incorrect Items? If your item arrives damaged, faulty, or is not what you ordered, please contact us immediately at [email protected]. We will apologise sincerely and arrange a replacement or full refund, including any return shipping costs.

Questions?

We are here to help you create your dream home. If you have any questions about our returns process, please don’t hesitate to reach out to our friendly team at [email protected].

Warmly,
The Team at EGLO Shop