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FAQs

Do you sell gift vouchers?

Gift vouchers are available to buy from our shop or by calling us on +44 (0) 207 235 9315, but unfortunately not online. Gift vouchers cannot be redeemed online.

What should I do if I receive a faulty or damaged item?

We take great care to ensure that your goods are received in perfect condition. However, if you receive an item that you believe to be faulty or damaged in any way please contact us by telephone on +44 (0) 207 235 9315 or email within 7 days of receiving your order.

For faulty products you return we will refund you the cost of the return postage, as well as the goods and your original delivery charge.

Can I return my online order item to your shop

Yes. In order to process a return or exchange at the shop please bring your order confirmation with you. 

How long does it take for a return to be processed?

Providing that the returned items meet our returns criteria we aim to process returns (sending a replacement item or issuing a refund) within 7 working days. 

Who pays for return postage?

You are responsible for the cost of returning an item to us. If you are returning an item for a refund, we will refund you the value of the items returned minus the original delivery cost (if applicable). We will not reimburse the cost of your returning the item to us. If you are returning an item for an exchange you will be charged at the standard rate for sending the replacement to you.

If you are returning a faulty item you will be refunded the cost of the return postage, as well as the cost of the goods and your original delivery charge. 

How do I return an item?

We hope that you will happy with your order. We care very much about our products and service, however, if you would like to return any items that you have purchased from us we will happily replace (for the same item) or issue a refund provided it is in unworn, and in fully re-saleable condition. Returns must be made within 21 days of receiving the goods.

If you wish to make a return please complete the returns form and clearly mark whether you would like a refund or exchange. Alternatively please contact us directly on +44 (0) 207 235 9315.

Returns should be sent to: egg, 36 Kinnerton Street, London SW1X 8ES UK

We cannot accept liability for returned goods that are lost or damaged in transit. Therefore we strongly advise you to obtain a certificate or proof of postage. 

We cannot be held responsible for returned items that did not reach us.

For further information on our returns policy please click here

Can I amend an order once I’ve checked out?

Unfortunately not. If you no longer wish to receive the items that you purchased you are entitled to return your order to us for a full refund. If you wish to add an item you can call us on +44 (0) 207 235 9315 and, providing the item is available, we can take payment for the additional item and send it out with your order. 

Can I amend my delivery address after placing my order?

If you realize you have provided us with an incorrect delivery address please contact us immediately on +44 (0) 207 235 9315. We will endeavor to change the address, providing it has not already left our premises.  

Can you ship to multiple addresses?

We are only able to ship your order to one location. During the order process you will be required to enter a delivery address for your order.


We understand that occasionally your order may contain gifts that you’d like to send to several different locations. In order to do this you would need to place separate orders for each address that you wish to send to. Please call us on +44 (0)207 235 9315 if you’d like us to assist in any way.  

Do you deliver abroad?

Yes. We deliver to all international destinations. The shipping cost will appear once you select your delivery destination; if you cannot locate your destination within the list please contact us for assistance. We do not deliver to PO box addresses.

Our delivery charges and timescales vary depending on the country. For more information please see ‘Delivery and Returns’ 

Could you gift wrap my order please?

We take great pride in wrapping and packing your purchases. Orders will always arrive wrapped carefully and as beautifully, without any mention of the price. If you have any special requests for how you wish to receive your order please write these in the ‘notes’ section during checkout. 

Will there be any additional duties and taxes payable on my purchase? 

Do your prices include VAT?

All prices shown on our website are in pounds sterling (£) are inclusive of the EU sales tax (VAT). 

What happens if VAT charges do not apply?

If your order is being dispatched outside of the EU then VAT will be deducted.

When you reach the check out pages, after you have selected the intended designation for your order, we will automatically deduct VAT off your order total if applicable.

Please note that if you live outside of the EU but opt to collect your order in person from our shop then VAT will not be deducted from your order. You will be able to collect a VAT back form from our shop which, once stamped at customs, will entitle you to a refund of the total VAT paid.  

How can I pay for my order?

We accept payment by all major credit and debit cards (Visa, Visa Debit, Visa Electron, MasterCard, Switch, Maestro, Solo and American Express), as well as PayPal. 

All payments are in pound sterling (£).

We have implemented security measures to protect your personal information that you provide us with against unauthorised access and/or use.If you prefer to avoid online payments then please telephone us on +44 (0) 207 235 9315 and we can take your order and process payment over the phone.

I saw an item last week but its no longer online…

This doesn’t necessarily mean its no longer available. We change the stock shown on our website on a regular basis. If you are unable to find an item that you previously found on our website please contact us by email or call us on +44 (0) 207 235 9315. 

Can I collect an online order from your shop?


Yes. There is an option to ‘collect in person’ when you select from our range of delivery options. You will be notified by email of when your item is ready for collection, this is normally within 3 working days of your order being placed. If you need to collect your item urgently, please call us on +44 (0) 207 235 9315 with your order reference number and we will do our best to meet your requirements. 

You will need to bring your order confirmation email with you when you collect your items from the shop, as we require this for proof of purchase.

Can I place an order over the telephone?

Of course. Orders can be placed by calling +44 (0) 207 235 9315. We are happy to take payment over the phone, providing you have you your card details and billing address to hand. 

How can I speak to you?

You can contact us by email, by telephone +44 (0) 207 235 9315, by post, or in person at our shop: egg, 36 Kinnerton Street, London SW1X 8ES 

Our shop is open from 10am until 6pm, Monday to Saturday. The shop is closed on Bank Holidays.