Frequently Asked Questions

  • faqs
  • PAYMENTS

    My promotion/discount code isn’t working:

    If you are using a promotion/discount code please check the dates of when the code is valid and also check the spelling of the codes.
    Promotion/discount codes are only valid for one use and cannot be used in conjunction with other codes.

    If you still are having problems, feel free to message our support team on the Contact Us page.

    Do you offer student discounts?

    Yes, we do offer student discounts via Unidays and Student Beans. To access your discount code please click here

    What payment options do you provide?

    We accept all major credit/debit cards and payments via Paypal. 

    You can pay in the following currencies on our site- £GBP, $USD, $AUD, €EUR, $CAD

    You can also pay via BNPL with Klarna, Clearpay or Laybuy

    Is my payment information safe?

    Yes, we ensure that your payments are processed with care and we will not hold any financial information on our servers.

    DELIVERY

    What Are My Delivery Options?

    For information on delivery costs to your specific location, please go to the delivery section and input your country.

    I Have Not Received My Order,What Should I Do?

    If you have not received your order within the given time frame of your shipping choice, then please can you first check your tracking number to see if your order may have been delayed at the shipping depot. After this you can then contact us via support@wheresthatfrom.com and we will look into this further for you.

    Item was returned before I received it

    If a shipping courier cannot deliver the parcel to you they may return the item back to us. If so, we will send out another pair for you as soon as possible. For further updates you can contact support@wheresthatfrom.com

    Do You Deliver To Work Adddresses?

    Yes we can delivery to work addresses. You just need to input the address information as normal.

    TECHNICAL/ACCOUNT

    I Can't Sign Into My Account!

    If you are having any account issues, we would recommend clearing your cookies and cache on your mobile or PC. If there is still an issue with logging in then please contact support@wheresthatfrom.com and we will help to resolve the issue.

    I Have Not Received The Conformation Email!

    Please could you check your junk or spam folder to see if the email has been sent there.

    If you an still not find it then you can send an email to support@wheresthatfrom.com and we will resend the conformation email to your account.

    My Payment Has Declined,Why?

    Please double check to see that all card details are entered correctly including the billling address. If you are still have trouble with payments please send an email to support@wheresthatfrom.com and someone from our customer support team will help you to resolve this issue.

    I Am Not Receving Your Newsletter!

    tWhat does para word mean? Para- (prefix): A prefix with many meanings, including: alongside of, beside, near, resembling, beyond, apart from, and abnormal. For example, the parathyroid glands are called "para-thyroid" because they are adjacent to the thyroid. ... The prefix "para-" comes straight from the Greek.

  • orders
  • Orders

    Why was my order cancelled?

    Due to some of our items selling fast, sometimes our wesite may not update the stock level correctly. In this case you may be able to order a item which is out of stock.

    If so, we will cancel the order and you will be issued a full refund.

    The item I received is faulty or incorrect

    If you have received a parcel where either the item is incorrect or the parcel is damaged. Please send an email to support@wheresthatfrom.com . Our customer support team will help you to resolve the issue quickly and make sure that another pair of shoes is sent out to you.

    My discount code isn't working

    Please double check the spelling of the code and make sure it is using the correct case of letters (typically uppercase). If it is still not working then please send an email to support@wheresthatfrom.com and our customer team will look into the issue for you.

    When will I receive my item?

    The date you receive your item depends on which shipping service you choose and the time of day for the order. Please see the delivery section to view order cutoff times for next day delivery.

    How do pre-orders work?

    If an item is available for pre-order you can buy the product straight away. We will send you a confirmation email. As soon as the item becomes available to send out we will send your pair immediately and you will receive a shipping notification to confirm this.

  • delivery
  • International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

     

    WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
    **Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
    International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

     

    WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
    **Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
    International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

     

    WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
    **Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
    International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

     

    WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
    **Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
    International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

     

    WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
    **Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
    USPS Economy 6-8 Working Days £6.99 - Free for orders over £70
    Fedex 2-4 Working Days Order by 9am Eastern

    £10.99 - Free for orders over £140

    Fedex Next Working Day Order by 9am Eastern

    £12.99

     

    All times are Eastern local times

     

    DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?

    We will not accept any custom charges, all charges will be payable by the customer and will not be covered by EGO. Unfortunately, we are unable to advise what custom charges may be applied to International shipments. Any custom charges are applied at the discretion of the courier and according to all local laws. For further accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
    We aim to get all items purchased before their cut off time sent out the same working day, next day orders placed after this time may take an additional day to arrive. We do not process orders over the weekend, orders placed during the weekend or bank holidays will be dispatched the next working day.
    Please note: All delivery times are an estimate with the courier. Depending upon certain factors with their processes, this may slow or speed up the process and EGO cannot be held accountable.
    Royal Mail Tracked 2-3 Working Days-Order By Noon $2.99-Free when you spend over $50
    Next Working Day-Order by 9pm $2.99-Free when you spend over $50
    Saturday Delivery- Order by 9pm $2.99-Free when you spend over $50
    Saturday Delivery- Order by 4pm $7.99

    All times are UK local times

    "Unfortunatily these services are not avaliable for the folllowing postcode area."

    AB23,AB31,AB33,AB34,AB35,AB36,AB37,AB38
    We ship within the UK.We aim to get all the item purchased befoe your get time send to the same working days next day order place after this time make an additional day to archive. we do not process order over the weekened places during the weekned or blank holiddays will be dispatch the next working days
    orde places for saturday delivery may recive early delivery attempts.
    We ship within the UK.We aim to get all the item purchased befoe your get time send to the same working days next day order place after this time make an additional day to archive. we do not process order over the weekened places during the weekned or blank holiddays will be dispatch the next working days
    orde places for saturday delivery may recive early delivery attempts.
  • returns
  • Returns

    What is your returns policy?

    We currently have a 14-day return policy.

    Items must be unused and in their original packaging.

    All footwear must be tried indoors and must not show any signs that the product has been worn.

    If the original packaging has been damaged or is unavailable, please use an appropriate box and mailbag to return your items back to us.

    Returns cannot be accepted if you use Sellotape or write on the shoes.

    Kindly note that the original shipping charge is non-refundable.

    All items are returned at the customers’ own expense.

    Please note that if the items get damaged during transit due to improper packaging you might be responsible for any additional costs.

    Customers must keep a receipt or proof of postage until the refund or exchange has been processed in case the item(s) get lost in transit on the way back to us.

    We reserve the right to decline your refund if your return does not comply with the terms stated above.

    *Important* Due to the current nature of Covid-19 we have put extra procedures in place to ensure a safe workplace for our employees and customers.

    As a result, we have introduced a small handling fee of £3 on all returns that come back to our warehouse (this will be automatically taken of your refund amount).

    If the item is damaged/faulty or we sent the wrong item, then we will not charge a handling fee as it is our mistake.

    How do I make a return?

    If you would like to return a parcel back to us you can print a free shipping label from this link https://www.royalmail.com/track-my-return/create/5259

    For all returns customers will get a free returns label but please be aware that there is a £3 handling fee which will be minused off the refund amount.

    Please note if the product is damaged you have to send pictures to our customer service email so we can verify the claim.

    As soon as you have shipped the goods, please email us the tracking number so we can be prepared to receive the good.

    We cannot process any requests until we can clearly see the tracking information showing that the parcel is with Royal Mail and on its way back to us.

    If you do not email the tracking number your return will still be processed once it arrives back within 2-3 working days.

    Please note it can take up to 5 business days to process your request and a refund may take up to 3 business days to appear in your bank account once processed.

    What is your exchange policy?

    We offer free exchanges (for UK customers only) for any item where you would like to get the size changed. Please send an email to support@wheresthatfrom.com and someone from our customer support team will give you the steps to do so.

    Unfortunately we cannot offer exchanges for international customers.

    Please note the handling fee of £3 still applies for exchnges.

    How long does it take to process my return?

    Please allow up to 12 working days for a refund to be processed.

    Once we receive the parcel it can take up to 5 business days to process your request and a refund may take up to 3 business days to appear in your bank account.

  • contact us
  • Get in touch

    Please send an email to support@wheresthatfrom.com regarding any queries.

PAYMENTS

My promotion/discount code isn’t working:

If you are using a promotion/discount code please check the dates of when the code is valid and also check the spelling of the codes.
Promotion/discount codes are only valid for one use and cannot be used in conjunction with other codes.

If you still are having problems, feel free to message our support team on the Contact Us page.

Do you offer student discounts?

Yes, we do offer student discounts via Unidays and Student Beans. To access your discount code please click here

What payment options do you provide?

We accept all major credit/debit cards and payments via Paypal. 

You can pay in the following currencies on our site- £GBP, $USD, $AUD, €EUR, $CAD

You can also pay via BNPL with Klarna, Clearpay or Laybuy

Is my payment information safe?

Yes, we ensure that your payments are processed with care and we will not hold any financial information on our servers.

DELIVERY

What Are My Delivery Options?

For information on delivery costs to your specific location, please go to the delivery section and input your country.

I Have Not Received My Order,What Should I Do?

If you have not received your order within the given time frame of your shipping choice, then please can you first check your tracking number to see if your order may have been delayed at the shipping depot. After this you can then contact us via support@wheresthatfrom.com and we will look into this further for you.

Item was returned before I received it

If a shipping courier cannot deliver the parcel to you they may return the item back to us. If so, we will send out another pair for you as soon as possible. For further updates you can contact support@wheresthatfrom.com

Do You Deliver To Work Adddresses?

Yes we can delivery to work addresses. You just need to input the address information as normal.

TECHNICAL/ACCOUNT

I Can't Sign Into My Account!

If you are having any account issues, we would recommend clearing your cookies and cache on your mobile or PC. If there is still an issue with logging in then please contact support@wheresthatfrom.com and we will help to resolve the issue.

I Have Not Received The Conformation Email!

Please could you check your junk or spam folder to see if the email has been sent there.

If you an still not find it then you can send an email to support@wheresthatfrom.com and we will resend the conformation email to your account.

My Payment Has Declined,Why?

Please double check to see that all card details are entered correctly including the billling address. If you are still have trouble with payments please send an email to support@wheresthatfrom.com and someone from our customer support team will help you to resolve this issue.

I Am Not Receving Your Newsletter!

tWhat does para word mean? Para- (prefix): A prefix with many meanings, including: alongside of, beside, near, resembling, beyond, apart from, and abnormal. For example, the parathyroid glands are called "para-thyroid" because they are adjacent to the thyroid. ... The prefix "para-" comes straight from the Greek.

Orders

Why was my order cancelled?

Due to some of our items selling fast, sometimes our wesite may not update the stock level correctly. In this case you may be able to order a item which is out of stock.

If so, we will cancel the order and you will be issued a full refund.

The item I received is faulty or incorrect

If you have received a parcel where either the item is incorrect or the parcel is damaged. Please send an email to support@wheresthatfrom.com . Our customer support team will help you to resolve the issue quickly and make sure that another pair of shoes is sent out to you.

My discount code isn't working

Please double check the spelling of the code and make sure it is using the correct case of letters (typically uppercase). If it is still not working then please send an email to support@wheresthatfrom.com and our customer team will look into the issue for you.

When will I receive my item?

The date you receive your item depends on which shipping service you choose and the time of day for the order. Please see the delivery section to view order cutoff times for next day delivery.

How do pre-orders work?

If an item is available for pre-order you can buy the product straight away. We will send you a confirmation email. As soon as the item becomes available to send out we will send your pair immediately and you will receive a shipping notification to confirm this.

Returns

What is your returns policy?

We currently have a 14-day return policy.

Items must be unused and in their original packaging.

All footwear must be tried indoors and must not show any signs that the product has been worn.

If the original packaging has been damaged or is unavailable, please use an appropriate box and mailbag to return your items back to us.

Returns cannot be accepted if you use Sellotape or write on the shoes.

Kindly note that the original shipping charge is non-refundable.

All items are returned at the customers’ own expense.

Please note that if the items get damaged during transit due to improper packaging you might be responsible for any additional costs.

Customers must keep a receipt or proof of postage until the refund or exchange has been processed in case the item(s) get lost in transit on the way back to us.

We reserve the right to decline your refund if your return does not comply with the terms stated above.

*Important* Due to the current nature of Covid-19 we have put extra procedures in place to ensure a safe workplace for our employees and customers.

As a result, we have introduced a small handling fee of £3 on all returns that come back to our warehouse (this will be automatically taken of your refund amount).

If the item is damaged/faulty or we sent the wrong item, then we will not charge a handling fee as it is our mistake.

How do I make a return?

If you would like to return a parcel back to us you can print a free shipping label from this link https://www.royalmail.com/track-my-return/create/5259

For all returns customers will get a free returns label but please be aware that there is a £3 handling fee which will be minused off the refund amount.

Please note if the product is damaged you have to send pictures to our customer service email so we can verify the claim.

As soon as you have shipped the goods, please email us the tracking number so we can be prepared to receive the good.

We cannot process any requests until we can clearly see the tracking information showing that the parcel is with Royal Mail and on its way back to us.

If you do not email the tracking number your return will still be processed once it arrives back within 2-3 working days.

Please note it can take up to 5 business days to process your request and a refund may take up to 3 business days to appear in your bank account once processed.

What is your exchange policy?

We offer free exchanges (for UK customers only) for any item where you would like to get the size changed. Please send an email to support@wheresthatfrom.com and someone from our customer support team will give you the steps to do so.

Unfortunately we cannot offer exchanges for international customers.

Please note the handling fee of £3 still applies for exchnges.

How long does it take to process my return?

Please allow up to 12 working days for a refund to be processed.

Once we receive the parcel it can take up to 5 business days to process your request and a refund may take up to 3 business days to appear in your bank account.

Get in touch

Please send an email to support@wheresthatfrom.com regarding any queries.

International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

 

WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
**Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

 

WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
**Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

 

WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
**Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

 

WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
**Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
International Delivery 5-15 Working Days - Order By Noon £10.99 + £7.00 For each additional item added

 

WHEN YOU PURCHASE YOU MUST DO SO KNOWING THE IMPORT RULES OF YOUR COUNTRY. WE CANNOT CIRCUMVENT THESE RULES NOR CAN WE ESTIMATE CUSTOMS CHARGES IN YOUR COUNTRY. ALL CUSTOMS CHARGES MUST BE MET BY THE CUSTOMER.
**Please Note: All Delivery Times Are An Estimate With The Courier. Depending Upon Certain Factors With Their Processes, This May Slow Or Speed Up The Process And EGO Cannot Be Held Accountable.
USPS Economy 6-8 Working Days £6.99 - Free for orders over £70
Fedex 2-4 Working Days Order by 9am Eastern

£10.99 - Free for orders over £140

Fedex Next Working Day Order by 9am Eastern

£12.99

 

All times are Eastern local times

 

DO I HAVE TO PAY CUSTOMS CHARGES ON MY ORDER?

We will not accept any custom charges, all charges will be payable by the customer and will not be covered by EGO. Unfortunately, we are unable to advise what custom charges may be applied to International shipments. Any custom charges are applied at the discretion of the courier and according to all local laws. For further accurate information, we’d suggest getting in touch with your local customs office so you’re not surprised if there are any unexpected delivery charges at your end.
We aim to get all items purchased before their cut off time sent out the same working day, next day orders placed after this time may take an additional day to arrive. We do not process orders over the weekend, orders placed during the weekend or bank holidays will be dispatched the next working day.
Please note: All delivery times are an estimate with the courier. Depending upon certain factors with their processes, this may slow or speed up the process and EGO cannot be held accountable.
Royal Mail Tracked 2-3 Working Days-Order By Noon $2.99-Free when you spend over $50
Next Working Day-Order by 9pm $2.99-Free when you spend over $50
Saturday Delivery- Order by 9pm $2.99-Free when you spend over $50
Saturday Delivery- Order by 4pm $7.99

All times are UK local times

"Unfortunatily these services are not avaliable for the folllowing postcode area."

AB23,AB31,AB33,AB34,AB35,AB36,AB37,AB38
We ship within the UK.We aim to get all the item purchased befoe your get time send to the same working days next day order place after this time make an additional day to archive. we do not process order over the weekened places during the weekned or blank holiddays will be dispatch the next working days
orde places for saturday delivery may recive early delivery attempts.
We ship within the UK.We aim to get all the item purchased befoe your get time send to the same working days next day order place after this time make an additional day to archive. we do not process order over the weekened places during the weekned or blank holiddays will be dispatch the next working days
orde places for saturday delivery may recive early delivery attempts.