Frequently answered questions

What do you want to know?

Payments

What payment methods do you accept?

Payment cards: directly at the time of purchase with Visa, Mastercard, American Express.

PayPal: payment is made by logging into your PayPal account and confirming the payment.

Can I pay by pro forma invoice?

We do not currently offer payment by pro forma invoice, except for larger orders and for business customers. Business customers can contact us at b2b@eggoglow.com.

Delivery

What are the shipping costs?

Shipping costs are €5.90 for packages up to €70. For orders over €70, postage is free.

When will my order be shipped?

If the product is in stock, the package will be shipped the same day by 11:00, except for orders placed during the weekend - these are shipped on the first working day following the weekend. We do not ship packages during holidays.

Which courier service will deliver my package?

DHL takes care of the express delivery of your parcel, ensuring that orders are delivered within 1-2 working days. All other orders will be delivered by GLS.

How can I track my order?

Once your order is placed, you will receive a confirmation email. Once your order has been shipped, you will receive a message with a link to your tracking number.

Has my order been shipped yet?

All orders placed before 11:00 are shipped the same day. As soon as your order has been shipped, we will send you an email to let you know.

Orders

Can I cancel my order?

If you need to make any changes to your order, such as address, phone number, product selection, please contact us at hi@eggoglow.com and we will be happy to make the necessary changes for you. This is possible as long as your package has not yet been processed in the warehouse.

If you still wish to cancel your order, this is only possible if your order has not yet been processed in our warehouse. As we want to get the products to you as soon as possible, the processing in our warehouse is very fast.  

If you wish to cancel your order, please send us an e-mail with your order number and please put CANCEL ORDER in the subject line. We will send you an email within two hours to let you know if the cancellation has been successful. 

Can I change my order?

Because we want your products to be with you as soon as possible, processing in the warehouse is very fast. You can only change your order if it hasn't been processed yet. Please email us at hi@eggoglow.com with your order number and what you want to change. We will send you an email within two hours to let you know if the exchange has been successful. 

Can we change the delivery address after the order has been processed?

The address can only be changed if the package has not yet been processed. Otherwise, please understand that we cannot change the address of orders that have been processed and shipped, but you can do so yourself after you have received the tracking number in the email. 

What do I do if I have not received a confirmation message after placing my order?

Once your order is complete, we will send you an order confirmation to your email address. If you do not receive a confirmation, please check your spam, as our confirmations often end up there. If you do not receive your confirmation within 24 hours, please contact us at hi@eggoglow.com. 

What to do if we ordered the wrong product?

If your order has not yet been processed in our warehouse, we can replace the product, otherwise you can send it back to us. It is best to refer to the section on Returns, where this process is explained. 

If you still need help, you can send a message to our customer service team at hi@eggoglow.com.

I did not receive all the products I ordered. What should I do?

We sincerely apologise for the situation. Although we process orders with the utmost care, errors do occasionally occur.  

Please contact us at hi@eggoglow.com with the following information:

1. Your order number

2. Confirmation of the correct product ordered - you can send us a screenshot of your order

3. A photo of the package you received 

As soon as we have checked what went wrong, we will let you know by email what we will do to make sure the right products reach you as soon as possible. Thank you for your understanding! 

I receive the wrong products, what should I do?

We sincerely apologise for the situation. Although we process orders with the utmost care, errors do occasionally occur. 

Please contact us at hi@eggoglow.com with the following information:

1. Your order number

2. Details of the wrong product you received (it would also be very helpful if you could send us a photo of the wrong product).

3. Confirmation of the correct product ordered - you can send us a screenshot of your order. 

As soon as we have checked what went wrong, we will let you know by email what the next step is. Thank you for your understanding! 

What should I do if I receive a damaged product?

Although products are carefully checked before they are packed in their packaging, it is possible that you may receive a damaged product. In this case, you will of course be entitled to an exchange for a new product. 

If you receive damaged products, please contact us at hi@eggoglow.com within 48 hours of receiving the package. In the message, please write your order number and attach as many photos of the damaged product(s) as possible. We will let you know by email how the exchange will work.

Where is my invoice?

To reduce paper consumption, we do not attach a printed invoice to orders. You will receive an electronic invoice after you receive the shipment by email. If you do not receive it, please let us know at our email address: hi@eggoglow.com and we will send it to you.

Can I get a company invoice?

If you would like to receive company invoice, please contact us at b2b@eggoglow.com. In the message, please include your name and surname, your company details (name, address, tax number) and the desired products with quantities and colours so that we can prepare a quotation.

Returns

What are the general conditions regarding refunds?

You can find the full refund procedure, reimbursement of costs and general conditions here.

How can I return the product?

Purchased products must be returned immediately or, at the latest, within 14 days of the date of the cancellation notice. They must be returned undamaged, unused, in the same quantity and in their original packaging. 

Then send us an email to hi@eggoglow.com, where we will provide you with a form for returning the products.

You are responsible for the cost of returning the products (postage). Please refer to the General Terms and Conditions for more detailed information. 

Can I return a product that has already been used?

You can return the products within 14 days, unused and in their original packaging with the invoice. However, as we want to make our products usable for everyone, we accept returns of EGGO devices that have already been used, subject to a 30-day return period from the date of purchase. You can therefore return your EGGO device within this time limit, regardless of the reason. You are responsible for the cost of returning the products (postage).

When and where will I receive my refund?

Once you have submitted the return form, we will provide you with the return address for the products. Once we have received the products, we will notify you by e-mail that we have received the products and will credit you with your refund. The deadline for the refund is 21 days. Your refund will be paid to the bank account you provide on the product return form.

What should I do if I have lost my invoice and want to return something?

If you lose your invoice, please let us know at hi@eggoglow.com. Please also send us your order number.

Do I have to pay postage for the return?

Yes, the postage costs for returning the products are covered by the buyer.

Will I get a confirmation of my return?

We will notify you by email when the returned products arrive.

Eggo has stopped working, what should I do?

All Eggo appliances are covered by a 1-year warranty period. If your Eggo has stopped working or is not charging as it should, please send us a video of the error. The video should clearly show how you charge your Eggo and how you want to turn it on. 

After reviewing the video, we will inform you by email what the next step is.