You can contact our customer service at shop@egan.it. We will be able to provide you with all the information you need in a short time. You can also contact us via chat from Monday to Friday until 5.30 p.m. One of our operators will respond to you as quickly as possible.
Online shopping guide
Who can I contact if I have any questions about the products and my purchase?
Do I have to create an account to shop in your store?
No, you can make your purchase by proceeding to checkout as a guest.
However, we recommend that you register as a customer in order to enjoy many benefits, such as tracking your orders, making return requests, joining the loyalty programme and more.
Come aggiungo un prodotto al carrello?
How do I add a product to my shopping cart?
How do I complete an order?
By clicking on the shopping bag icon at the top right, you can access the list of selected products. If you have purchased two or more identical products, you will find them grouped together in the same row. On this page, you can modify your order by removing or adding products at any time. Each product in your basket can be modified by returning to the product page. As you proceed with your purchase, you will be asked to log in or continue as a guest and enter your delivery address. Before making your payment, you can enter a discount code if you have one. Finally, your order will be summarised and you can proceed to payment using your preferred method. You will be notified of the success of your purchase and will receive an order confirmation email.
Problems with your order
I am unable to add a product to my shopping cart. How do I proceed?
Please try refreshing the page. Alternatively, contact our customer service team at shop@egan.it.
I am unable to complete my order. How do I proceed?
Please ensure that you have completed all mandatory fields and consented to the processing of your data. Alternatively, contact our customer service team at shop@egan.it.
Is it possible to cancel an order?
You may cancel your order by contacting our customer service department at shop@egan.it as soon as possible. It is important that the subject line of the email reads "Order Cancellation".
Is it possible to modify an order?
You can modify the products in your shopping cart until you have made your payment. Once you have made your payment, you will no longer be able to make changes to your order.
Is it possible to change the delivery address?
Unfortunately, it is no longer possible to change an order after it has been completed. We therefore recommend that you arrange a different delivery location with the courier if the first delivery was unsuccessful.
Payment
What payment methods are accepted?
Payment can be made by credit card, PayPal, Klarna (in three interest-free instalments) and, in Italy only, cash on delivery (in this case, there is a £4 surcharge to be paid in cash upon delivery). Credit cards We accept major credit cards, including Visa and MasterCard. For American Express card payments, PayPal must be used. The transaction is secure and hosted by Stripe's servers: we do not intercept or store customers' credit card details. PayPal You can pay via PayPal using your PayPal account. The transaction is secure and hosted by PayPal's servers: we do not intercept or store customer data. Klarna You can use the Klarna app to view and manage your payments, report returns and chat with Klarna Customer Service 24/7.
I have been charged a higher amount. What should I do?
By contacting our customer service department at shop@egan.it.
Is it safe to shop at your online store?
When you shop at our online store, security is guaranteed. During the purchase process, every page used to manage credit card transactions is protected by the latest version of SSL (Secure Socket Layer) protocol. This means that all financial information – credit card number, expiry date, etc. – is first encrypted using a particularly robust and powerful algorithm and only then forwarded over the network. When you enter your credit card details, the financial information is sent directly to the bank's secure site. Neither we nor anyone else will ever have access to your credit card.details, thus ensuring maximum security.
Can I pay with a discount code/coupon?
You can pay with discount codes and coupons provided by Egan Shop during promotions or special events. Always check the terms and conditions for validity. If everything is in order, enter the code in the appropriate form at checkout.
Can I purchase as a company?
Yes, of course.
May I request an invoice?
Yes, of course. You can enter your company details in the billing address.
VAT in countries outside the European Union.
If you reside in a country outside the European Union, the purchase price to be paid does not include VAT.
What can I do if my order payment has been declined?
If your payment has been declined, we cannot restore your order, but you will need to place another one. We always recommend that you check your card details and ensure that you have entered the security code printed on your card correctly. If the problem persists, we recommend that you contact your bank.
When will I be charged?
Immediately, if the card is authorised. Otherwise, we will notify you that your bank has not authorised us to make the payment.
Promotions and gift vouchers
I have a promotional code. How can I use it?
You can enter it at the time of payment on the checkout page. You will find a space where you can enter the code, click "Apply" and the amount to be paid will be automatically discounted.
Before using the code, check its validity.
How can I get a promotional code?
By subscribing to our newsletter, you will always be up to date and can enjoy private promotions dedicated to our customers. Don't forget to keep an eye on our website too.
Is it possible to send a paper gift voucher?
We apologise, but we do not currently offer this service
Delivery
In which countries can I receive my orders?
Orders placed on the EGAN Online Store are shipped within Italy via BRT courier or equivalent, and to other countries via DHL or equivalent. Upon shipment, you will be provided with a tracking number to follow the progress of your parcel. The goods will be delivered directly to the shipping address indicated when placing the order, with no additional charges beyond those paid at the time of ordering, unless cash on delivery has been selected as the payment method.
What are the shipping costs?
Shipping costs are calculated and displayed in the shopping cart before checkout.
What are the delivery times?
Orders are processed within 1-3 working days after verification of product availability and payment. In case of errors, the amount charged may be refunded. Shipments are delivered within 1-2 working days depending on the delivery area and the time at which the order was placed or payment received. During the pre-Christmas period, processing and delivery times are generally extended by 2-3 days depending on the volume of orders received.
My order has not arrived yet. What should I do?
By tracking the progress of your parcel, checking that the delivery address you entered is correct and verifying that you have not been contacted by the courier.
Alternatively, contact our customer service team at shop@egan.it. We will be able to provide you with all the information you need in a short time.
How can I track my order?
By clicking on the link in the order dispatch confirmation e-mail, you will find all the information about your parcel and you can track all updates
Can I redirect my order to a different address?
Unfortunately, it is no longer possible to change an order after it has been completed. We therefore recommend that you arrange a different delivery location with the courier if the first delivery was unsuccessful.
I was not present at the time of delivery. Will a second delivery attempt be made?
Upon the first failed delivery, the courier will leave a delivery notice with which you can schedule a second delivery date.
Do you deliver to work addresses?
You must specify a different shipping address when you are at the checkout stage and ensure that someone is always available to receive the parcel when it is delivered.
Do you deliver on public holidays?
No, we do not deliver on public holidays or weekends. In these cases, delivery is likely to be delayed by a few days. In any case, we recommend that you track your parcel using the link provided in the courier's shipping confirmation email.
Do you deliver to post office boxes?
We are sorry, we do not offer this service.
Returns and refunds
Our return policies.
We guarantee all our customers complete peace of mind when purchasing from our website. For this reason, if you are not satisfied with the product you receive, you can exercise your right to return it. You can request to return a product within 15 days of receiving your order. To start the return process, you must create a request from your personal account page. If you make a return from a country other than Italy, you are responsible for the shipping costs and any duties. Returned goods will only be accepted in the following cases (pursuant to Legislative Decree 206/2005): – the product must be intact and unused; – the return of the product purchased online must be made exclusively by following this procedure. After verifying that the above conditions have been met, we will refund the amount paid. If the above conditions are not met, the product will be returned to the sender. Please note: Returns of items purchased online will not be accepted unless the above procedure has been followed and the above requirements have been met.
I received the wrong product. What should I do?
By contacting our customer service at shop@egan.it. Once you have completed the return procedure and specified the reason for the return, we will refund you as soon as the product is back in stock.
For more information on how to make a return, click here.
If you wish to purchase the desired product again and it is still available, proceed on the website as usual.
How can I send back my return?
By logging into your personal account, clicking on the icon in the top right-hand corner and then on "My orders", you can select the order in question. We will ask you to choose which product you wish to return and confirm your choice. Once you have made your request, you will receive a return form at your email address, which you must fill in and print out in triplicate. Keep one copy for yourself, give one copy to the courier and attach one copy to the package to be returned, covering the old label. The courier will collect the package within 3 working days of the request. You will be responsible for the shipping costs for returning the product (5 euro), except in cases where the return is due to a product defect or shipping error. As soon as the package is returned to us, we will check its condition and refund you the amount according to the payment method used. Please note that online returns do not include an exchange of goods, but only a refund of the amount spent according to the payment method used. Please remember to always include the return document or purchase invoice inside the package to be returned. You will be responsible for the shipping costs for returning the product, which will be charged at the time of refund. If you are returning a product from a country other than Italy, you will be responsible for the shipping costs and any customs duties.
I need a new return label. How do I proceed?
By contacting our customer service department at shop@egan.it.
How does the returns tracking service work?
If you have the tracking number on the return shipping label, you can track your parcel directly on the courier's website.
Have you received my return?
If you have the tracking number on the return shipping label, you can track your parcel directly on the courier's website.
I have made a return. How will I be refunded?
The refund will be made to the credit card used for the purchase. If you paid by cash on delivery, you will be refunded by bank transfer (you can enter your IBAN and the name of the account holder during the return request process).
I have made a return. When will I be refunded?
You will be refunded as soon as the warehouse confirms the actual arrival of the product and after checking its condition.
The shipping costs were not refunded to me.
Shipping costs will only be refunded in the event of delivery of defective or incorrect products.
I have been refunded the wrong amount. What should I do?
By contacting our customer service department at shop@egan.it, specifying the return or order number.
I have made a return, but the card I used is no longer active. How do I proceed?
Please contact our customer service department at shop@egan.it, specifying the return or order number. We also ask you to provide us with your IBAN and the name of the account holder.
I have received damaged/broken goods. What should I do?
By contacting customer service via email at shop@egan.it and attaching photos of the damaged items.
Products and availability
How can I find out if a sold-out product will be available again?
By leaving your e-mail address in the form provided on each product page, you will be contacted when the product becomes available again.
How can I obtain more information about the products?
By accessing the product page and clicking on each item. There you will find a detailed description of the composition of each product.
Where can I find information about the materials used in your products?
By accessing the product page and clicking on each item. There you will find a detailed description of the composition of each product. Alternatively, you can contact our customer service team at shop@egan.it. We will be able to provide you with all the information you need in a short time.
How do I search for a product?
You can search for the product you want by browsing the categories or using the internal search function on the homepage. You can also refine your search using the filters on the page. The resulting products will be displayed with details of the price and available colours.
Technical support
By contacting our customer service department at shop@egan.it.
By contacting our customer service department at shop@egan.it.
How can they change my account details?
Access your personal page by clicking on the icon in the top right-hand corner and then on 'My account'. Here you will find the details you provided when you registered, which you can edit at any time.
How can I remove selected items from my shopping cart?
By clicking on the shopping cart icon at the top right, you can access the list of selected products. To the right of each product, you will find the "remove item" button, which allows you to remove it from your shopping cart.
How can I stop receiving your newsletters?
At the bottom of each newsletter, you will find a link that allows you to unsubscribe. Alternatively, send an email to privacy@egan.it.
