At EGLO Shop, we are dedicated to helping you create a beautiful and comforting haven. We want your shopping experience with us to be as seamless and delightful as bringing a new piece into your home. Please find below all the details on how we deliver your items and our policy if something isn’t quite right.

Shipping Information

We carefully handpick and package your items with care to ensure they arrive at your doorstep ready to transform your space.

Order Processing: Please allow 1-2 business days for us to lovingly prepare your order for shipment.

Shipping Methods & Delivery Times:

  • Standard Shipping: Shipped via DHL or FedEx.
    • Cost: £12.95
    • Estimated delivery within 10-15 business days after dispatch.
  • Free Shipping: Available on orders over £50, shipped via EMS.
    • Estimated delivery within 15-25 business days after dispatch.

Please note: These timeframes are estimates and do not include order processing time. Delivery times may vary for international orders outside mainland Europe.

Our Returns & Exchange Promise

We want you to be completely thrilled with your purchase. If an item doesn’t fit your vision, we offer a straightforward returns and exchange process within 15 days of you receiving your order.

How to Return an Item

Follow these simple steps to initiate a return or exchange:

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

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

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.
  • 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 outlined above. Once we receive and process your original item, we will issue 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.
  • 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 sincerely apologise and arrange a replacement or full refund, including any return shipping costs.

Any Questions?

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

Warmly,
The Team at EGLO Shop