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Our FAQs section below may provide answers to your questions

Help Center

Help with existing orders (sign in required)

Our customer service team will help you with your order, tracking or general account queries (click on order issues)

Live Chat

Pre-sale questions or need immediate help?

Service available from Monday to Sunday
10am – 10pm (GMT)

Email us

If you have any questions, please contact us

Email our customer service team & we will be happy to assist you regarding all queries

 

Popular questions

Your questions answered!

Ordering

What payment methods do you accept?

You can pay for your order online by using the following: Visa, MasterCard, American Express and PayPal. We do not accept cheques or cash.

What currencies can I pay in?

When order is placed online, the payment is charged in UK Pound Sterling (GBP). If you are making a payment using a foreign (non-UK) credit/debit card then the payment will be converted into your local currency and you may be charged a fee by your bank. Please check with your bank for any applicable fees before placing an order with us.

Can I place order by phone?

Unfortunately at present we are unable to accept orders over telephone. This is set to change in the future.

Can I cancel or amend my order?

Orders can be cancelled from within your account area if your order hasn’t been processed yet. Once an order is submitted it is no longer amendable online but if you spot a mistake you can contact our customer service team and we will endeavour to ensure that any requests are processed for you wherever possible.

What is a pre-order?

Items on pre-order are usually new products that have not come to market yet. We give you the opportunity to order them before they come into stock, however you will usually have to wait a little bit longer for these items. You will be given an estimated dispatch time during checkout.

If an item is out of stock, can I still order it?

If an item is out of stock, we will clearly show on the product page if this can be ordered and also when we are expecting further stocks to reach us. All of our stock levels are live. Please note that products are not reserved until your order has been confirmed after successful payment.

Is the ordering process secure?

Yes. At Bespoke Ego we maintain the highest levels of security. Our site uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. As well as that, our payment processors, Stripe & Paypal utilise a range of secure protocols so that you have the best possible shopping experience without a worry.

Can I order without registering?

Yes, our secure checkout allows you to order without creating an account with Bespoke Ego. Although we would recommend against it as you’d be missing out on a lot of benefits such as exclusive member discounts, saved favourites, order history & more. You can join us at any time.

Is there anything else I need to know?

If you are still unsure, then by all means do give us a call or reach out via live chat or email and we will do our best to put your mind at ease and help in any way we can!

Delivery

How much is postage?

We offer free UK delivery on orders over the value of £50. Orders below this value will incur a small postage charge which may vary depending on product size and weight but will be clearly presented along with all alternative delivery options during checkout.

Standard UK delivery fee for small items is £4.49

Will my order be dispatched from UK?

Yes. All products that you see for sale on our website are stored in our warehouse in United Kingdom. This means you won’t have to wait long to receive your order and don’t have to pay any import duty or tax.

Will I need to pay any import duty and tax?

No. The price you see on the checkout page is what you pay (along with delivery fees if applicable for your order). There are no nasty surprises, not from us.

How long will I have to wait to receive my order?

We aim to dispatch standard orders within 1 working days and postage should take an additional 1-4 days. We also offer a next day delivery service for orders placed before 10am from Monday to Thursday. Dispatch can be subject to availability and could take several working days. You will be informed if we are experiencing any delays or are unable to fulfil your order for any reason. During our sale period, delivery times can increase due to a larger volume of orders.

Which couriers do you use?

For deliveries within the UK we use a selection of different couriers, such as Hermes, Collect+, Yodel, DPD, Royal Mail and others.

Can I track my delivery?

Yes. You will be able to track your delivery with our couriers once your parcel has been dispatched from our warehouse. You will receive a confirmation email when your parcel has left our warehouse, and this will include your tracking number so that you are able to follow the progress of your parcel. You will be able to track delivery in your account area and also here.

Does the parcel require a signature?

Yes. Our parcels are sent by courier who require the parcel to be signed for. If you will not be available to accept and sign for the delivery, you can leave delivery instructions during checkout. For example, you may request that your parcel is left with a neighbour or at a safe place of your choosing. Please note that we can only advise the courier of your instructions and it is up to them to honour it – generally they will only be able to leave the parcel if they feel it is safe enough to do so.

Can I have my order delivered to a different address?

Unfortunately at the moment we can only allow orders to be delivered to your billing address. We are looking to expand this option to include sending to an alternative address.

Returns

What is your return policy?

We offer a 30 day return policy on any items purchased from Bespoke Ego website. Please make sure you read our full returns policy.

How do I return an order?

To begin your return request process, please notify our customer service via the following methods: open a ticket by clicking on “order issues” in “your orders” section of your account (direct link here) or via email: returns@bespokeego.com.

Do you offer free returns?

Yes, we offer FREE returns within the UK. Your postage fee will be refunded along with the refund for your returned items. You will be advised of which courier to use once you contact customer service to request a return. You should always use a secure delivery method which requires a signature upon receipt. You should also retain your proof of postage as you will be responsible for the returned products until they reach us.

How long do refunds take?

Refund will be issued as soon as we have inspected the returned product and are satisfied that it meets all of the criteria outlined in our returns policy. Refunds can take some time before they appear in your bank account. This is purely due to processing times of payment providers and banks and unfortunately we cannot speed this process up.