Returns, Exchanges and Cancellations
RETURNS, EXCHANGES & CANCELLATIONS
We hope you will love your Ego Maduekwe purchase. If something is not right, the following policy explains how to cancel an order, arrange a return or request an exchange.
ORDER CHANGES & CANCELLATIONS
Please review your size, colour and delivery details carefully before completing your purchase.
If you need to change or cancel an order before it has been dispatched, email hello@egomaduekwe.com as soon as possible with your order number and “Order Change” in the subject line.
We begin preparing orders promptly and cannot guarantee that changes will be possible once processing has started. If your order has already been dispatched, please follow the returns process below.
RETURNS
Eligible online purchases may be returned.
Please notify us within 14 days of receiving your order. After notifying us, you must return the item within the following 14 days.
To be eligible for return, an item must be:
Unworn and unwashed
Free from marks, fragrance, damage or alterations
Returned with its original tags and packaging
You may try on a garment as you would in a shop to assess its fit, but it must be returned in a resalable condition.
HOW TO ARRANGE A RETURN
Email hello@egomaduekwe.com with:
Your order number
The item you wish to return
The reason for the return
Whether you are requesting a refund or exchange
We will confirm the return instructions and the appropriate return location. Nigerian orders are returned through our Lagos operation, while UK and other international orders are returned through our UK operation.
Please do not send an item back before receiving return instructions.
RETURN DELIVERY COSTS
Unless an item is faulty, damaged or incorrect, the customer is responsible for the return delivery cost.
We strongly recommend using a tracked service and retaining proof of postage. Ego Maduekwe cannot be responsible for a return until it has been received.
If an item is faulty, damaged or incorrect, please contact us before returning it so that we can arrange the appropriate solution.
REFUNDS
Once an eligible return has been received and inspected, the refund will be issued to your original payment method.
Refunds will be processed within 14 days of receiving the returned item or receiving evidence that it has been sent back, where applicable. Your bank or payment provider may require additional processing time.
Where required by applicable law, the cost of standard outbound delivery will also be refunded. Premium or express delivery upgrades are not refundable beyond the cost of standard delivery.
Customs duties, import taxes and charges paid directly to local authorities are not refundable by Ego Maduekwe. Customers should contact the relevant authority regarding any possible duty refund.
You may choose store credit instead of a refund, but store credit will not be imposed where you are entitled to a monetary refund.
EXCHANGES
Exchanges are subject to availability and cannot be guaranteed because many of our pieces are produced in limited quantities.
Email hello@egomaduekwe.com with your order number and the size or item you require. If the replacement is unavailable, you may return the original item for a refund in accordance with this policy.
Additional delivery charges may apply to exchanges unless the original item was faulty or incorrect.
NON-RETURNABLE ITEMS
The following items cannot normally be returned unless they are faulty:
Personalised or custom-made pieces
Garments altered to a customer’s measurements or specifications
Made-to-measure pieces
Pierced earrings once their hygiene seal has been removed
A piece is not considered custom-made simply because it was produced after an order was placed. Any return restriction applying to a particular piece will be clearly stated before purchase.
PRE-ORDERS
The estimated dispatch date for a pre-order will be stated on the product page.
Standard pre-order pieces are covered by this returns policy. Personalised, altered or made-to-measure pre-orders cannot normally be cancelled or returned once production has begun, unless faulty.
FAULTY OR INCORRECT ITEMS
Please inspect your order when it arrives.
If an item is faulty, damaged in transit or different from what you ordered, email hello@egomaduekwe.com promptly with your order number and clear photographs. We will assess the issue and arrange a repair, replacement or refund as appropriate.
This policy does not affect your statutory rights.
FAILED OR UNCLAIMED DELIVERIES
If an order is returned to us because the delivery address was incorrect, delivery was refused or the parcel was not collected, the customer will be responsible for any additional delivery cost required to resend it.
CONTACT
For all returns, exchanges and order enquiries, please email:
hello@egomaduekwe.com