Policies

WHAT METHODS OF PAYMENTS ARE ACCEPTED?

We accept payments by credit and debit card (VISA, MASTERCARD, AMERICAN EXPRESS AND DISCOVER) as well as APPLE PAY. We also accept Paypal.

HOW LONG WILL IT TAKE MY ORDER TO BE SHIPPED?

All orders are made to order so can take up to 14 days to process and ship. When the tracking number has been generated and the order has been shipped, the customer will receive this information via email.

Domestic orders (within the UK) will typically arrive within 2-3 business days after the order has been shipped. This excludes Saturdays and Sundays. 

International orders (Ireland, European countries, USA and Canada) will typically arrive within 7-21 days after the order has been shipped. These timelines depend on the country’s processing, customs and delivery protocols.

International shipments may be charged additional customs duties and taxes not included in the shipping costs. These fees are determined by the receiving country based on the item type and declared value. BRUZED EGO maintains no control over any additional duties and fees assessed. The customer is responsible for the payment of these fees.

WHAT SHIPPING COMPANY DO YOU USE AND HOW CAN I TRACK MY ORDER?

Domestic and International orders are shipped via Royal Mail. Please make sure the address is entered in English and correctly formatted to avoid returns.

Tracking numbers are emailed when the order ships. Once the items are shipped, customers may track the package via the royal mail website: https://www3.royalmail.com/track-your-item#/

MY ADDRESS IS WRONG. CAN I CHANGE MY ADDRESS?

Our seller and buyer protection policies do not allow for address changes. Please double check the address before completing the order at check out making sure apt, unit or suite numbers are included if needed. 

If an address was entered in error, please contact us with your 10 digit order number  (in the form #ABCD-123456) and cancellation request. We will cancel the order allowing the customer to reorder and input the correct address. Please note that orders cannot be cancelled once they have been shipped.

HOW CAN I CANCEL MY ORDER?

Order cancellation requests should be made within 12 hours as some orders may ship on the same day. We are unable to cancel orders which have been shipped.

If you need to cancel an order, please contact us with your 10 digit order number  (in the form #ABCD-123456) and cancellation request. We will cancel the order allowing the customer to reorder and input the correct address. Please note that orders cannot be cancelled once they have been shipped.

MY PACKAGE SAYS ‘DELIVERED’ BUT I DO NOT HAVE IT, WHERE IS IT?

Shipping couriers scan packages “DELIVERED” after the mail carrier delivers. However, if you received a “DELIVERED” status but believe it has not been delivered, please follow up with the local postal delivery personnel for further information. We also suggest asking any neighbours if they have received it on your behalf.

DO YOU RESTOCK ITEMS ONCE SOLD OUT?

In most cases, we do not. However, there are situations where we have limited restocks available. All releases and restock information is sent via our mailing list and social media. We suggest signing up for our mailing list and following us on social media for updates. 

HOW DO SALE ITEMS WORK?

Items purchased on sale are final sale - no exceptions. Exchanges, refunds and returns are not offered on sale items. Please shop responsibly.

DOES BRUZED EGO ACCEPT REFUNDS?

BRUZED EGO maintains a strict no refund policy. Refunds are not allowed unless it is due to a merchandise defect. All claims must be made within 5 days of delivery. Any claims outside this timeframe will not be accepted, no exceptions. Please contact us with your 10 digit order number  (in the form #ABCD-123456), a detailed explanation of the issue as well as any relevant pictures. Refund requests are handled on a case by case basis.  

CAN I MAKE AN EXCHANGE/ITEM RETURN?

BRUZED EGO will gladly offer an exchange/item return in the form of store credit only.

Exchange/item returns are available within 5 days of delivery. Customers must contact us within this time frame to make a request. Items must be in new and unworn condition with tags attached. Customer is responsible for all shipping costs to return items to BRUZED EGO. Due to health and safety reasons, we do not offer exchanges or returns on socks, headwear, masks, or under garments. 

Please allow 3 business days to process packages received. After processing, the store credit code will be issued to the customer. The store credit code will only include the cost of the item(s) and not the shipping and does not ever expire until it is used.

HOW DO I CONTACT SOMEONE AT BRUZED EGO?

All inquiries can be sent to [email protected]. Please allow up to 24 hours to respond to email correspondence. Emails are answered Monday - Saturday between 8:00 am to 8:00 pm BST. Emails received on Sunday will not receive a response until the following Monday.

If the inquiry is regarding an existing order, please include the 10 digit order number (in the form #ABCD-123456).