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FAQ

YOUR ACCOUNT

WHY DO I NEED TO CREATE AN ACCOUNT?

Benefits of creating an account are so;
• We have your details in case we need to contact you about your order
• You are able to view your order history including your order status, and you can re-print order documents
• You can leave reviews
• You can save your addresses for quicker and easier ordering next time.

I HAVE FORGOTTEN MY PASSWORD - HOW DO I LOG IN?

Don't worry about it. All you need to do is go to the login page, click the 'Forgotten your password?' link and put in your account email address in the box provided. Once you've pressed the 'Next' button, we'll send a new password to your email address. If you're still having problems, just give us a call.

HOW DO I CHANGE MY PERSONAL DETAILS OR EMAIL ADDRESS?

To change any of your personal details – name, contact details, password – log in to your account via the login page and click on 'Change my details and password'. You can then make any changes you need to.

HOW DO I LEAVE A REVIEW?

1) Find the product you've purchased and wish to rate, then scroll down the page to the 'Review this product' link.
2) If you're not already logged in there's a link to do this here.
3) Leave a review and give the product a star rating.
4) Click submit

ORDERING & PAYMENT

HOW MANY ITEMS CAN I ORDER?

Currently, We don't have any limit to the orders or order value, although you will be limited to 2 items of the same style/colour. A message on screen will advise you, when ordering, if you exceed the basket limit. If you have any problems when placing an order please contact our Customer Care team here.

WHAT PAYMENT METHODS CAN I USE?

We accept all major credit cards, debit cards and net banking options when they are registered to an India billing address.

CAN I USE A CARD THAT’S NOT REGISTERED IN INDIA?

Yes, you can make payments via major international credit and debit cards issued outside India. Ergon India does not charge any extra fee for payments made via International Cards. However, your bank or Payment Gateway might charge the exchange rate fee, if applicable. Please contact your bank regarding these fees. Please note, this Exchange Fee is non-refundable in case of returns.

WHAT SHOULD I DO IF MY PAYMENT IS REFUSED WHEN PLACING AN ORDER?

If your credit or debit card has been refused, you can re-submit your order using a different card. For details on why your card was refused, please contact your card issuer.

WHAT ARE YOUR DELIVERY CHARGES?

We do not charge any shipping fee

CAN I HAVE MY SHOES DELIVERED TO A DIFFERENT ADDRESS TO MY BILLING ADDRESS?

Yes, our delivery options will allow you to have your order delivered to work, home, local or anywhere else as long as it's an address within India.

CAN I AMEND MY ORDER?

You can amend your order any time before check-out, but once your order has been placed, it cannot be changed.

CAN I CANCEL MY ORDER?

You can cancel an order here until it has not been packed in our warehouse. Any amount paid will be refunded back to the same mode as was chosen by you to make the payment.

Please note we do not accept the order cancellation request once your order has been packed. In case delivery is attempted, we request you to deny acceptance if you do not wish to keep the product.

DO I HAVE TO ORDER ONLINE?

Yes, we are present only on online and we do not have any stores.

DELIVERY

CAN I TRACK MY ORDER?

Yes, you can track your order by logging into your account (you can log in by clicking on the login page link at the very top of the page). On your 'My account summary' page you will see a link called 'My orders' - click on this to see all of your current and previous orders.

Next to each order you will see a status. If the status is 'dispatched' or 'complete', you will be able to click on its order number. Half way down the page, on the left hand side, you will then see a link which will allow you to track your order on our courier's website.

WHAT HAPPENS IF I'M OUT WHEN YOU DELIVER?

If you are not at home the parcel can be left in a specific place or with a neighbour, if you have asked us to do so when placing the order. Otherwise the parcel will be left in a secure place if one is available and the courier will post a card through your door telling you where your parcel has been left.

If a secure place can't be found the parcel will be sent back to the sorting office and delivery will attempted again the next working day. The courier will make a total of three attempts to deliver the parcel. If they are unsuccessful the parcel will be sent back to our warehouse where a refund for your order will be processed.

MY ORDER HAS TAKEN LONGER THAN FOUR DAYS TO BE DELIVERED - WHY IS THIS?

Your order may have been delayed due to an unforeseen delivery issue. To track your order you can log into your Account here for current updates. If you need further assistance please Contact Us.

RETURNS & REFUNDS

WHAT IS YOUR RETURNS POLICY?

Ergon offers a ’4 DAYS FREE RETURN. The policy allows customers to raise the return request of a product within 4 days of its delivery. We also accept partial returns so that you can raise a return request for one or other products.

• Please make sure that products are returned with the tags and the packaging intact, in an unworn and undamaged condition. Refund shall be issued after a thorough quality check of the product(s).
• Please note that any product along with a free gift/ combo (if applicable) must be returned in its entirety.

Please note:
For certain marketing campaigns, special return/exchange/refund rules may apply. For any clarification, please feel free to contact our customer care at +91-6390060000 or write to us at cutomercare@ergonstyle.com

HOW LONG DO I HAVE TO RETURN MY ITEMS?

In order to receive a full refund you will need to raise a return pick up request online within 4 working days of receiving the item. You can raise partial or full order return via my orders section within your account. The returns must be in original condition and should pass our quality checks for the refund to be initiated.

You will have a Return Tab in your order history which will help you in initiating the returns.

Go to your My Orders Page.

* Each order will be in a different section. Scroll down to the order you want to return.
* Click the Return item button on the right side of the product you wish to return.
* Select a reason for return from the drop-down menu.
* We encourage you to briefly explain the problem in the box that appears below the drop-down menu.
* Click Confirm to initiate your return.

In few exceptional cases if the pin code is not serviceable, you might have to courier the item to us. Please contact the customer support at
+91-6390060000 or write to us at cutomercare@ergonstyle.com

HOW DO I RETURN MY ITEMS?

In the rare case that you are unsatisfied with a product in your order, you can raise a return request with us on our website via my orders section within your account. You can do a partial or full order return clicking against the item/s that you wish to return.

You will have a Return Tab in your order history which will help you in initiating the returns.

Go to your My Orders Page.

* Each order will be in a different section. Scroll down to the order you want to return.
* Click the Return item button on the right side of the product you wish to return.
* Select a reason for return from the drop-down menu.
* We encourage you to briefly explain the problem in the box that appears below the drop-down menu.
* Click Confirm to initiate your return.

WILL I RECEIVE A NOTIFICATION WHEN YOU HAVE REFUNDED ME?

You will receive an email to advise that we have received your return and a refund has been processed.

HOW LONG WILL IT TAKE FOR YOU TO REFUND ME?

If you return them by post or if a return pick-up was arranged for you, we will process your refund once we have received your items. Please allow at least 15 working days for the payment to be credited back to your account. This may take a little longer depending on how long it takes your bank/e-wallet to process the payment.

MY GOODS HAVE ARRIVED FAULTY, HOW DO I GET A REFUND?

We are sorry for having delivered a faulty product to you. You can raise a return request at the website for the faulty product/s. You will receive a full refund, including shipping charge, on any faulty items.

I BOUGHT A PAIR OF SHOES AT THEIR FULL PRICE BUT THE DAY AFTER THEY WENT INTO THE SALE – CAN I GET THE DIFFERENCE REFUNDED?

No. Once an item has been ordered the price is fixed

I BOUGHT TWO ITEMS AS PART OF A 'BUY ONE GET ONE HALF PRICE' OFFER – IF I WANT TO RETURN ONE OF THE ITEMS HOW MUCH WILL I BE REFUNDED?

For a full refund you will need to return both items. If you are only returning one item, please see the terms & conditions for that offer for full refund information.

WEBSITE

I HAVE A PROMOTIONAL/COUPON CODE, WHERE DO I ENTER IT?

To apply a coupon code/discount to your order, the code must be entered into the coupon code field located underneath your order. This is a box on the final order review page before clicking the ‘Proceed to Payment’ button and will require the ‘Apply’ button to be clicked once entered.

MY PROMOTIONAL CODE HAS NOT WORKED ON MY HOME DELIVERY ORDER, HOW DO I APPLY THIS?

Please check the terms and conditions of the promotion to make sure your basket is eligible for the discount and the discount code is still valid.

Once an order has been placed we are unable to add a promotional code to it. You can choos return the goods to any of our stores with the voucher and they will refund the difference for you.

THE ITEM I WANT IS OUT OF STOCK, IS THERE ANY WAY I CAN BE TOLD WHEN IT IS BACK IN STOCK?

If the product you want to buy is out of stock, click on the 'notify me' button which will show on the product page if we are expecting more in, and we'll send you an email when the product becomes available.




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