Helpful answers about ordering, delivery, returns, products, accounts and business purchases.
Ordering & Payment
How do I place an order?
Browse our products, add the items you would like to your basket and proceed to checkout. Follow the checkout instructions to enter your delivery and payment details and confirm your order.
Do I need an account to place an order?
No. You can place an order using guest checkout. You may also create an EG STORE account for easier access to your order information and account details.
What payment methods do you accept?
Available payment methods are displayed at checkout. Payments are securely processed through our payment provider.
Are your prices inclusive of VAT?
Yes. Prices displayed on EG STORE include VAT where VAT is applicable.
Is my payment information secure?
Payments are processed using our payment provider. EG STORE does not normally receive or store your full payment card details on our own systems.
Can I save my card details for future purchases?
Where this option is offered by our payment provider, you may choose to save your payment method for future purchases. Saved payment information is handled by the relevant payment provider rather than EG STORE storing your full card details on our own systems.
Can I change my order after placing it?
Contact us at cs@egstore.co.uk as soon as possible. We dispatch orders quickly, so we cannot guarantee that an order can be changed once it has been submitted. If your order has already been processed or dispatched, you may need to follow our normal returns procedure.
Can I cancel my order?
If your order has not yet been dispatched, contact us as soon as possible and we will see whether cancellation is still possible. Consumers also have statutory cancellation rights for many online purchases. Certain products, including some sealed hygiene products once opened, may be excluded. Please see our Returns & Refunds Policy for full information.
I haven’t received my order confirmation. What should I do?
First check your spam or junk email folder and make sure you entered the correct email address at checkout. If you still cannot find your confirmation, contact cs@egstore.co.uk with your name and relevant order details.
Delivery
Where does EG STORE deliver?
We currently deliver within the United Kingdom only.
How much does delivery cost?
Orders below £40 are charged according to the weight of the order. We use different weight categories so that the appropriate delivery charge can be calculated for your order. The applicable delivery charge will be displayed at checkout before you make payment.
Do you offer free delivery?
Yes. Orders of £40 or more qualify for free standard delivery. The £40 free-delivery threshold is calculated on the value of qualifying goods after promotional discounts and voucher codes have been applied and before delivery charges.
How quickly will my order be dispatched?
Orders placed before 11:00 on a working day are normally dispatched the same working day. Orders placed after 11:00, at weekends or on UK public holidays may be processed on the next working day.
How long does delivery take?
Our estimated standard delivery time is normally 1–3 working days after dispatch. Delivery times are estimates and are not guaranteed unless we have specifically agreed a guaranteed delivery date or service with you.
Which delivery company will deliver my order?
We may use Royal Mail, Evri or UPS, depending on the order. We aim to select an appropriate delivery service based on factors such as parcel size, weight, destination and service availability.
Can I choose the delivery company?
We normally select the carrier most appropriate for your order. Where specific delivery options are available for you to choose, they will be shown at checkout.
Can I track my order?
Where tracking is available, tracking information will normally be provided after your order has been dispatched. Please allow some time after dispatch for the carrier’s tracking system to update.
What happens if I’m not at home?
The carrier may attempt redelivery, leave instructions for arranging another delivery, deliver according to an authorised safe-place instruction, or provide another available delivery option. Please follow the instructions provided by the relevant carrier.
Can my parcel be left in a safe place?
Where the carrier provides this option, you may be able to authorise delivery to a safe place or nominated person. If you specifically instruct the carrier to leave your parcel in a particular safe place or with a nominated person, responsibility for the parcel may be affected once it has been delivered according to those instructions.
My parcel hasn’t arrived. What should I do?
Check the tracking information first, including any delivery photograph, safe-place information or carrier notification where available. If you still cannot locate your parcel, contact cs@egstore.co.uk with your order number and we will investigate.
My tracking says delivered, but I can’t find the parcel. What should I do?
Please check around the delivery location, any authorised safe place, with other members of your household and, where appropriate, with neighbours or reception areas. Also check any delivery photograph or location information provided by the carrier. If you still cannot locate the parcel, contact us.
What happens if I entered the wrong delivery address?
Contact us immediately. If the order has not yet been dispatched, we may be able to correct the address. Once an order has entered the delivery network, changing the address may not be possible. Additional delivery arrangements or charges may apply where a delivery fails because an incorrect or incomplete address was supplied, where permitted by law.
Returns & Refunds
Can I return something if I change my mind?
Yes. In addition to applicable statutory rights, EG STORE offers a voluntary 30-day return period for unused goods, subject to the conditions in our Returns & Refunds Policy.
How long do I have to return an item?
Our voluntary returns period is 30 days, subject to the conditions and exclusions in our Returns & Refunds Policy. Consumers may also have separate statutory cancellation and product-quality rights.
How do I start a return?
Contact cs@egstore.co.uk and provide your order number, the product you wish to return and the reason for the return where applicable. Please do not return faulty or incorrectly supplied products before contacting us where reasonably possible, as we may need to provide specific return instructions.
Who pays the return postage?
For an ordinary change-of-mind return, you will normally be responsible for the direct cost of returning the goods. Where goods are faulty, damaged, incorrect or otherwise our responsibility, we will deal with reasonable return arrangements in accordance with applicable law.
Can I return an opened beauty or hygiene product?
Certain sealed goods that are unsuitable for return for health protection or hygiene reasons may lose the statutory cancellation right once the seal has been broken. Please contact us if you are unsure whether a particular product can be returned.
What if my item arrives damaged?
Contact cs@egstore.co.uk as soon as reasonably possible. Please include your order number and details of the damage. We may ask for photographs of the product and packaging to help us investigate and arrange the appropriate remedy.
What if I receive the wrong item?
Contact us with your order number and details of what you received. We will investigate and arrange an appropriate remedy.
What if my product is faulty?
Please contact us. Consumers have statutory rights where goods are faulty, not as described, not of satisfactory quality or not fit for purpose. The appropriate remedy will depend on the circumstances and applicable law.
When will I receive my refund?
Refunds are processed in accordance with our Returns & Refunds Policy and applicable law. Once a refund has been issued, your bank or payment provider may require additional processing time before the money appears in your account.
Will my original delivery charge be refunded?
Where you exercise a statutory cancellation right, we will refund the delivery amount required by law, normally up to the cost of the cheapest standard delivery option available for the order. If your order originally qualified for free delivery, there was no original delivery charge paid to refund.
What if I return only part of an order that originally qualified for free delivery?
Where your original order qualified for free delivery, you were not charged an original delivery fee. A partial return does not retrospectively turn the original free delivery into a paid delivery service simply because the value of the goods you keep falls below £40. Any refund will be calculated in accordance with our Returns & Refunds Policy and applicable law.
Do you offer exchanges?
We may offer an exchange at our discretion, but our normal approach is for the original item to be returned and for you to place a new order for the replacement product. This does not affect your statutory rights where goods are faulty, damaged, incorrect or otherwise do not conform to the contract.
Products & Stock
Are EG STORE products genuine?
We source products for resale through our suppliers and aim to provide accurate information about the products offered through EG STORE.
Why does the packaging I received look different from the website?
Manufacturers occasionally change packaging, labels, colours or product presentation without changing the underlying product. Product photographs are therefore illustrative and packaging may differ slightly from the image displayed on our website. We will not knowingly supply a product that materially differs from the description provided at the time of purchase.
Where can I find ingredients and product information?
Where available, relevant information is provided on the individual product page and/or the product packaging. For food, cosmetics and toiletries, always check the information on the actual product packaging before use, particularly if ingredients or allergens are important to you.
I have an allergy. Where should I check the ingredients?
Always check the product packaging and label before consuming or using the product, as manufacturers may change ingredients or formulations. If you require information before ordering, please contact us and we will assist where reasonably possible.
What happens if something becomes unavailable after I order?
If we are unable to supply a product after you have ordered it, we will contact you. Where appropriate, we may offer an alternative, but you are not required to accept it. A refund will be provided where appropriate.
When will an out-of-stock product be available again?
Restock times vary by product and supplier. If a product is temporarily unavailable, please check the website again later.
Can I order larger quantities?
Yes. If you require a larger quantity than is currently available through the website, contact us at cs@egstore.co.uk. Availability will depend on the product and our supplier stock.
Promotions & Discounts
How do voucher codes work?
Enter an eligible voucher or promotional code at the appropriate stage of checkout. Promotional codes may have specific conditions, including expiry dates, qualifying products, minimum order values or restrictions on combining offers.
Do discounts count towards the £40 free-delivery threshold?
The £40 free-delivery threshold is calculated after promotional discounts and voucher codes have been applied. For example, if your basket is £42 and a £5 voucher reduces the qualifying goods value to £37, the order will no longer meet the £40 free-delivery threshold.
Can I use more than one promotional code?
This depends on the conditions of the particular promotion. Where offers cannot be combined, the checkout will normally apply the relevant restriction.
Customer Accounts
Do I need an EG STORE account?
No. Guest checkout is available. Creating an account can make it easier to access relevant order information and manage your account details.
How do I create an account?
You can create an account using the account functionality available on our website. Please provide accurate information and keep your login details secure.
I’ve forgotten my password. What should I do?
Use the Forgotten Password / Lost Password option on the login page and follow the instructions sent to your registered email address.
Can I change my account information?
Where available, you can update relevant account information from your account area.
Can I delete my account?
You can contact cs@egstore.co.uk to request deletion of your account and associated personal information. We may still need to retain certain information, such as transaction, tax, accounting, fraud-prevention or legal records, where required or permitted by law.
Privacy & Cookies
How does EG STORE use my personal information?
We use personal information for purposes including processing orders, taking payments, arranging deliveries, providing customer service, maintaining accounts, preventing fraud, operating and securing our website, complying with legal obligations and improving our services. Please read our Privacy Policy for full details.
Does EG STORE use cookies?
Yes. Our website uses cookies and similar technologies for functions including website operation, shopping baskets, checkout, consent preferences and analytics. Please see our Cookie Policy for details.
Does EG STORE use Google Analytics?
Yes. We use Google Analytics to understand how visitors use our website and help us improve its performance, navigation, content and usability. Our Cookie Policy provides more information about the analytics technologies used.
Can I change my cookie choices?
Yes. Where optional cookies require a choice, you can manage your preferences through the Cookie Settings available on our website. Essential cookies required for functions such as shopping and checkout may not be switchable through the cookie preference system.
Does EG STORE sell my personal information?
No. EG STORE does not sell customer personal information. We may share information with service providers where necessary to operate the store, such as payment processors, delivery companies, hosting/technical providers and other providers described in our Privacy Policy.
Business & Trade Customers
Can businesses buy from EG STORE?
Yes. Businesses are welcome to purchase products from EG STORE. Please be aware that consumer rights, including certain statutory cancellation rights, may not apply where goods are purchased wholly or mainly for business purposes.
Do you accept larger trade orders?
Yes, subject to stock availability. If you require larger quantities, contact cs@egstore.co.uk with the products and quantities you require.
Can I request a VAT invoice?
Yes. EG STORE LTD is VAT registered. Where appropriate, VAT information will be included with relevant order documentation. If you require additional VAT documentation for an order, contact us with your order number.
Are business returns different from consumer returns?
They can be. Consumer statutory cancellation rights generally apply to individuals acting wholly or mainly outside their trade, business, craft or profession. Business customers should refer to our Terms & Conditions and Returns & Refunds Policy for the conditions applicable to business purchases.
Can I open a trade account?
EG STORE does not currently offer dedicated trade or credit accounts. Businesses can purchase through our normal online checkout. For larger requirements, contact us to discuss availability.
Contact & Customer Service
How can I contact EG STORE?
The easiest way to contact us is by email at cs@egstore.co.uk. You can also use the Contact Us form available on our website.
What information should I include when contacting you about an order?
Please include your name, order number and a brief description of your enquiry or problem. For damaged or faulty products, photographs may also help us investigate the issue.
How quickly will you respond?
We aim to respond to customer enquiries and complaints as quickly as reasonably possible. Some matters may take longer where we need to investigate an order, contact a delivery company or obtain additional information.
How do I make a complaint?
Email cs@egstore.co.uk with your name, order number where applicable, details of the issue and the outcome you are seeking. We will investigate your complaint and aim to respond within a reasonable period.