Refund and Returns Policy

At E2G, we are passionate about ensuring you adore every item you receive. Our commitment is to provide you with the utmost quality in each product.

However, if you find that you’re not entirely satisfied with a purchase, please know that we’re here to help.

Return Conditions:

Return Window: You have up to 14 days from the date of receiving your order to initiate a return. Please ensure that the item reaches us within 14 days of your return request.
Product Condition: The returned item must be in its original condition, exactly as you received it.
Tags: All original tags must still be attached to the item.
Once we receive and inspect the item, we’ll be happy to process a refund or exchange as per your preference.

Return steps

Email our team at support@e2g.cn with your order number, the item(s) you would like to return and your reasoning for returning an item (defective item, size issue, unwanted or unopened item).
Package the item in its original packaging
Send the item back at your own expense to the address we provide via email
Once our team receives your returned parcel we will begin processing your refund
Your refund may take up to 10 working days from the date of receiving your returned parcel.

To be eligible for a refund and return, your item must be unused and in the same condition that you received it in and must be in its original packaging. The return shipping cost is non-refundable. All returns must be sent back to our address with prior authorisation.

Returning an unwanted item

Unwanted items cannot be returned after 14 days of receiving the goods
If you are returning an unwanted item it must not be damaged or used.
Unwanted items returned to us are done at your own expense. Shipping costs are non-refundable. E2G will not be responsible if return shipments are lost during return transit.

We will issue a refund once we receive the returned parcel in the same condition and must be taken care of whilst in your possession.

Defective or damaged item

We must be notified via email of any items that have arrived damaged within 5 business days of receiving the goods
Please include your order number, and the product name, and attach photos of the damaged items within the email
Do not return any damaged item until we have informed you to do so.
E2G will be responsible for return shipping costs if the defective claim is confirmed to be valid and if the defective items are returned via the advised postage service. No compensation for shipping costs will be provided when using other shipping methods.

Please check all goods upon arrival even if the item is a gift for someone special. We do not accept any inquiries about damaged items once 5 business days have passed from the date of arrival.

If you suspect that the parcel was damaged in transit please get in touch with us within 2 business days of the parcel’s arrival.

Can l cancel my order?

We encourage all our customers to be 100% satisfied with the items in their shopping cart before completing any purchases as well as confirming your full shipping address.

You can make changes to an order or cancel an order within 3 hours of placing it. After this time period, our team would have already begin preparing your order for shipment.

if you would like to return the goods for a refund or exchange you have 7 days to email us upon receiving your items and another 7 days to send them back to our return address at your own expense.

Please contact us via email at support@e2g.cn ,if you would like to cancel an order or return an item.

Receiving a faulty item

We’re sorry to hear you have received a faulty item! Please send us an email with the following information.

OrderID
ltem Name

Photos that show the fault as clearly as possible, full-length photos of the item. Don’t send your faulty item back to us, iust keep hold of it until you’ve been in touch.

I received the wrong item

We sincerely apologise if our team has sent you the wrong item. Please send us the following information to our email

Your Order ID
A full-length photo of the wrong item

My parcel has not arrived

If your order is still in transition after 30 business days, we will provide the option to reship any missing items. Please email us within 30 days of your order to be eligible for a reshipment.

Once a package has been shipped out, it is up to the express services to deliver your items as safely as possible and in a timely manner. We ask for your continued patience and understanding.

Lost parcels

If the tracking information marks your order as ‘delivered successfully’ to the shipping address provided to us with or without a signature,but you haven’t yet receive your items then we will try our absolute best to resolve this situation.

To protect E2G from fraud, we will only provide a reshipment or another form of compensation once we have completed a full investigation with the logistics team and our customers.

Special Occasion Ordering at E2G

At E2G, our primary goal is to ensure you cherish every item you choose. While we put in every effort to speed up our delivery processes, there might be circumstances beyond our control that cause delays.

We understand the importance of special moments in your life. Be it birthdays, anniversaries, weddings, or festive occasions like Christmas, we always strive to deliver on time. However, we cannot guarantee the exact date of arrival for any order. If you’re ordering for a special occasion, we recommend doing so well in advance to avoid any disappointments.