FAQs

In case you want to change the color or size when your order is under the fulfillment process, please contact us via email support@eegenstudio.com as soon as possible and we will try our best to change the item for you. However, in case your item(s) has been completely processed, your request of changing the item(s) will not be approved. 

Otherwise, once your parcel has been dispatched, you have to wait until you receive your package and do the exchanging request. We accept exchanging merchandise (if the mistake is on your end) due to ordering the wrong size for once and only. However, you will need to pay for all returned fees and re-delivery for the exchanged item(s).

Unfortunately, we are not able to take orders via phone call at this moment. Please visit our website or our apps to make a purchase.

Our simple checkout process is designed to help you complete your order and finalize your online shopping visit quickly and easily.

1. The first step of the checkout ask for your shipping address

• If you have already registered your e-mail address with Eegen, or created an account at our online shop before, you can use your e-mail address to login. Otherwise, you can check out as a guest or create an account.
• Having an account will give you access to handy features such as the address book and your personal order history.
• If you have stored an address during previous checkouts, you can also use the address book to select this address.

2. Next up is the shipping method.

• You have multiple shipping options to choose for your order:
• Standard shipping: the time frame of receiving your parcel might be fluctuated within 7-15 business days, depending on your location.
• Express shipping: the time frame of receiving your parcel might be fluctuated within 5-7 business days, depending on your location.

3. Provide payment information for the last step.

• You can pay either with Visa/Mastercard or with Paypal.
• Please note that to ensure the safety of your data, your Visa/Mastercard data will not be stored on our systems.
• If your billing address is the same as your delivery address, simply click on the "same as shipping address" option and the billing address will be filled out automatically.
• Once you have entered all your data on this page and clicked PAY NOW, cash will only be transferred from your card once you confirm your order.

When you have completed your payment information you will receive an order confirmation via email to notify you that your order has been purchased successfully.

We are so sorry if your purchase is not perfect!

Please email us at support@eegenstudio.com with your order number & a brief description of the fault/incorrect item. Images of the fault or incorrect item would be very helpful also.
Products that have a major fault may be returned for a refund, online credit or an exchange for another item. For items with minor faults, we can often repair these for you!
Please keep a copy of your return postage receipts as we will reimburse you for these costs if the item is confirmed to be faulty.

We're sorry there's an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

• We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
• The item/s you ordered may have been out of stock. It's worth checking your emails (including your junk/spam) to see if we've sent you an email about this.

If you have an item missing from your order, please let us know within 30 days of your order being delivered and we’ll do our best to help you.

• Don't worry please inform us as soon as you notice the problem and we will try our best to make it right. However any changes can only be made before the order is dispatched from our warehouse.
• Otherwise, Eegen is not responsible for packages that have been delivered to the wrong address if a customer has provided incorrect or incomplete shipping information. Please provide as much information about your address as possible when filling check out form.