FAQ

Pricing

Do you match prices if I see an item on sale elsewhere?

Unfortunately we do not price match. Our pricing is governed by the recommended retail price (RRP) set by Ego. We do strive to provide special offers, which includes extra gifts and products at times through promotions from time to time, so keep an eye out for these.

Do your prices include GST and other taxes?

Yes, our prices include GST where required and as stated by the Australian Taxation Office (ATO). However some of our products such as sunscreens do not require GST under the ATO law.

Payment

What is PayPal?

PayPal is a payment method for online purchases that allows users to send and receive money online. It offers a fast, safe and easy method of payment without disclosing your credit card or other financial information to the merchant.

When will my payment be deducted from my PayPal account?

When placing an order, payment will be deducted from your PayPal account immediately.

Who do I contact if I have a problem with my PayPal account?

Unfortunately we cannot assist with PayPal account problems. If you have any issues with your PayPal account, please contact PayPal Customer Support.

Delivery

How can I track my order?

Check your order status in my orders

Once your order is shipped, you will receive an email containing a tracking ID number and link. Be sure to check your junk/ spam folder in case it lands in there! This tracking number is provided by Australia Post.

Do you ship internationally?

No, we are only able to deliver goods to Australia.

Will I have to sign for my delivery?

If the option for 'authority to leave parcel' is selected, Australia Post will leave your parcel at the address provided on your order. Please note that if Australia Post's drivers cannot locate a safe location to leave your parcel a card will be left detailing the nearest Australia Post outlet where the parcel can be collected during normal business hours. If this option is not selected, parcels will be delivered to the provided address and will require a signature on receipt. It is recommended to provide a work address for delivery if no one is home during business hours. Where no one is home to sign for the parcel, a card will be left detailing the nearest Australia Post outlet where the parcel can be collected during normal business hours. 

Returns

How do I exchange an item?

As you would understand we are not able to re-sell a product that you are exchanging, however we know from time to time you change your mind, or may find a product unsuitable for your skin so we have created a refund policy for these times. Please download and complete our Online Returns Form and email the completed form back to our Customer Service Online Coordinator at eShop@egopharm.com who will review your claim and let you know the outcome. Click here: Online Returns Form

When will I receive my refund?

If your refund is for a change of mind, we will need to receive your item back to our Melbourne office within 30 days of purchase, before your refund is processed. Once received, your request will be processed within 1-3 business days back via the method of your original payment. If your return is due to a different reason our customer service team will be in contact to let you know where your query is at and how you will be compensated for this item.

Keep an eye out for email notifications from us or from your PayPal account - we’ll keep you updated along the way!