Customer Services
Delivery & Returns
UK DELIVERIES
We make every effort to offer you the delivery option to suit your needs, and all of our parcels are tracked as well, so you'll always be able to find out where your order is.
STANDARD DELIVERY
UK (England, Scotland, Wales, Northern Ireland and Channel Islands) - £3.95
We use Royal Mail to deliver this tracked service. We aim to dispatch orders on the same day if received before 2pm and you will receive your parcel within 3-5 working days.
You will receive a tracking code in your dispatch confirmation email which you can use to track your parcel online through the Royal Mail website (www.royalmail.com).
If you are out at the time of delivery, you will receive a ‘missed delivery card’. With this, you can simply pick your parcel up from your local depot that will be stated on the card that has been left or follow the instructions on the card to arrange a re-delivery.
FREE DELIVERY TO STORE
FREE
We are pleased to offer a free delivery service to all our EAST stores (excluding concessions). If you choose this option your order will be sent to your selected store with the next scheduled delivery from our warehouse. This will take between 3 and 7 working days.
A store member will phone you to let you know when your order has arrived. Please bring along proof of purchase is necessary to be able to pick up your parcel, such as a print out of your order or dispatch confirmation email and proof of ID such a driving licence or bank card. Someone else can collect your order, but to prevent fraud the person you've nominated must present a note from you confirming the arrangement, their ID as well as your ID, plus proof of purchase.
Your order should be collected within 14 days from the date the store first contacted you. If we do not hear from you within this time, we will try to contact you again. If you are unable to collect your order we can send this to the address that is printed on the order, but we will have to charge you for the postage cost.
NEXT DAY DELIVERY
Next Day Standard - £7.00
(Please note that next day delivery is not available to offshore and some remote regions in the UK)
In order to qualify for our next day tracked delivery service you will need to place your order before 2pm on the day before you would like it to be delivered. You will receive your parcel the following working day between 8am and 6pm.
For your security all of our parcels will require a signature on delivery. Royal Mail will attempt to leave your order with a neighbour, or if specified during the order process, it will be left in the safe place that you requested. Details of this will also be highlighted on the card that is left when attempting your delivery.
Please Note
We do not currently offer weekend delivery. If you place your order on a Friday it will be delivered to you on Monday.
Where orders are placed at a weekend or on an English bank holiday, they will be treated as if they were received the morning of the next working day.
We are unable to accept orders where the full address information has not been supplied. If you are unsure of your postcode please check against the 'Free Postcode Finder' service at: www.postcodeanywhere.co.uk. We are also unable to accept an order where the delivery address is a PO Box, Hotel or similar.
For first time orders where the billing and delivery addresses differ we may -place a phone call with you to verify that your card is not being used without your knowledge - this is for your own protection.
We're sorry but next day delivery is not available for the following UK regions:
Aberdeen City, Aberdeenshire, Angus, Argyll and Bute, County Antrim, County Armagh, County Down, County Fermanagh, County Londonderry, County Tyrone, Guernsey, Highland, Isle of Anglesey, Isle of Arran, Isle of Awan, Isle of Man, Isle of Wight, Isles of Scilly, Jersey, Moray North, Ayrshire, Orkney islands, Perth and Kinross, Shetland Islands, Scottish Borders, Western Isles.
FREE RETURNS
We really hope you will be delighted with your purchase. However, if it’s not as you expected you can return it to us FREE OF CHARGE.
Returns must be made within 28 days from the date printed on your order dispatch note and in original, undamaged packaging with product tags still intact. A refund will be processed within 14 days of receiving the returned item.
If we are unable to refund any item because we believe it has been worn or damaged, then we will call you before returning it to you and no refund will be made.
If you have requested an exchange we will contact you on receipt of your return and your exchange will be processed as a new order with free delivery.
RETURNING TO THE WEB
It’s easy to return something back to the web. Simply complete the returns information on the back of your dispatch note and post the product back to us using the FREE RETURNS label. You can find this label on the dispatch note that comes with your delivery.
RETURNING ONLINE ORDERS TO A SHOP
You can also return full price products ordered online in person at any of our stores (excluding concessions and discount outlets). Please bring your dispatch note as proof of purchase. The refund will only be credited to the card that the purchase was originally made on.
RETURNING SALE ITEMS
If you have purchased something during our sale this must be returned to us within 14 days from the date printed on your order dispatch note and in original, undamaged packaging. This is so others get a chance to purchase returning items before we close our sale shop for another season.
Should you wish to return sale goods to one of our stores (excluding concessions or discount outlets) please note that they will only be able to exchange the item/s or issue a credit note to the same value of the items. They will not be able to process a refund.
Please Note
We cannot accept refunds or exchanges on pierced earrings due to hygiene reasons.
How Do I Return Or Exchange An Item?
To enable us to handle your exchange or return as quickly as possible, we ask you to kindly follow these instructions:
- Pack your order using the original packaging, and with all product tags still intact.
- Fill out the form on the back of your dispatch note. Then complete the table to let us know the nature of your return. If you require an exchange please complete the relevant areas.
- Once complete, affix the peel-off FREEPOST address label to the outside of your parcel. Place your dispatch note inside your parcel and reseal securely.
- Please obtain a proof of posting receipt from your Post Office, we cannot take responsibility for items that fail to reach us or are insufficiently wrapped.
We recommend that you take a copy of your dispatch note before returning it with your items.
EUROPEAN DELIVERIES
EUROPEAN DELIVERY £10.00
Where possible, your parcel will be sent via Royal Mail Airsure which is a fully tracked service to your door. If a delivery cannot be made, a card explaining this will be posted through your letterbox.
We aim to dispatch all European orders on the same day if received before 2pm (GMT) and you will receive a dispatch email when your parcel is dispatched. You should receive your parcel within 3-5 working days.
We currently deliver by Royal Mail Airsure to the following European countries:
Austria, Belgium, Denmark, Finland, France, Germany, Luxembourg, Netherlands, Portugal, Republic of Ireland, Spain, Sweden, Switzerland.
We also deliver to the following European countries, but as their postal service doesn't support Airsure, your order will not be able to be tracked and will be sent signed for delivery:
Cyprus, Greece, Italy, Malta, Norway
If you live on a country that is not listed above, we may be able to process your order over the phone. Please speak to our customer care team on +44 (0)208 877 6543.
Please Note
Where orders are placed at a weekend or on an English bank holiday, they will be treated as if they were received the morning of the next working day.
VAT (Tax) will be removed from your order if your delivery address is outside of the EU and clearly highlighted for your reference.
We are unable to accept orders where the full address information has not been supplied. For all first time European orders the billing and delivery address must be the same. We may place a phone call with you to verify that your card is not being used without your knowledge - this is for your own protection.
RETURNS & EXCHANGES
We really hope you will be delighted with your purchase. However, if it’s not as you expected you can return it to us for a full refund or exchange.
Returns must be made within 28 days from the date printed on your order dispatch note and in original, undamaged packaging with product tags still intact. When returning orders from abroad please mark clearly in bold black ink on the outside of your parcel that this is a returned order. This will ensure that your return arrives back to us safely and is not returned to you.A refund or exchange will be processed within 14 days of receiving the returned items.
If we are unable to refund any item because we believe it has been worn or damaged, then we will call you before returning it to you and no refund will be made.
If you have requested an exchange we will contact you on receipt of your return and your exchange will be processed as a new order with free delivery.
Please Note
Unfortunately we do not offer free returns for international orders so the returns postage cost will be your responsibility. Please ask for proof of posting just in case anything goes missing, as we cannot be held responsible for goods lost in transit. We highly recommend using a tracked service.
We cannot accept refunds or exchanges on pierced earrings due to hygiene reasons.
If you have purchased something during our sale this must be returned to us within 14 days from the date printed on your order dispatch note and in original, undamaged packaging. This is so others get a chance to purchase returning items before we close our sale shop for another season.
How Do I Return Or Exchange An Item?
To enable us to handle your exchange or return as quickly as possible, we ask you to kindly follow these instructions:
- Pack your order using the original packaging, and with all product tags still intact.
- Fill out the form on the back of your dispatch note. Then complete the table to let us know the nature of your return. If you require an exchange please complete the relevant areas.
- Once complete, affix the peel-off return address label to the outside of your parcel. Place your dispatch note inside your parcel and reseal securely.
- Please post this back to us and obtain a proof of posting receipt. We cannot take responsibility for items that fail to reach us or are insufficiently wrapped.
We recommend that you take a copy of your dispatch note before returning it with your items.
AMERICA & REST OF WORLD
AMERICA & REST OF WORLD £18.00
Where possible, your parcel will be sent via Royal Mail Airsure which is a fully tracked service to your door. If a delivery cannot be made a card explaining this will be posted through your letterbox.
We aim to dispatch all international orders on the same day if received before 2pm (GMT) and you will receive a dispatch email when your parcel is dispatched. You should receive your parcel within 4-9 working days.
We currently deliver by Royal Mail Airsure to the following International countries:
Australia, Canada, United States, New Zealand
We also deliver to the following International countries, but as their postal service doesn't support Airsure, your order will not be able to be tracked and will be sent signed for delivery:
Australia, Mauritius
If you live in a country that is not listed above, we may be able to process your order over the phone. Please speak to our customer care team on +44 (0)208 877 6543.
Please Note
Where orders are placed at a weekend or on an English bank holiday, they will be treated as if they were received the morning of the next working day.
We are unable to accept orders where the full address information has not been supplied. For all first time International orders the billing and delivery address must be the same. We may make a phone call to you to verify that your card is not being used without your knowledge - this is for your own protection.
VAT (Tax) will be removed from the total cost of your order once you have entered your delivery details at checkout.
Customs Information
When ordering goods from EAST for delivery outside of the European Union, you may be subject to import duties and taxes which are levied once the package reaches your country. Any additional charges for customs clearance will be borne by you; we have no control over these charges and cannot predict what they may be. You should contact your local customs office for further information. Please note that when ordering from EAST, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods.
Generally custom’s forms for international packages will list the value of the contents of your order by product type. For instance, orders containing clothing will generally be listed in a way similar to the following example: Clothing value £32.00.
Your privacy is important to us and we know that you care about how information about your order is used and shared. We would like our international customers to be aware that cross-border deliveries may be subject to opening and inspection by customs authorities.
RETURNS & EXCHANGES
We really hope you will be delighted with your purchase. However if it’s not as you expected you can return it to us for a full refund or exchange.
Returns must be made within 28 days from the date printed on your order dispatch note and in original, undamaged packaging with product tags still intact. When returning orders from abroad please mark clearly in bold black ink on the outside of your parcel that this is a returned order. This will ensure that your return arrives back to us safely and is not returned to you.A refund or exchange will be processed within 14 days of receiving the returned items.
If we are unable to refund any item because we believe it has been worn or damaged, then we will call you before returning it to you and no refund will be made.
If you have requested an exchange we will contact you on receipt of your return and your exchange will be processed as a new order with free delivery.
Please Note
Unfortunately we do not offer free returns for international orders so the returns postage cost will be your responsibility. Please ask for proof of posting just in case anything goes missing, as we cannot be held responsible for goods lost in transit. We highly recommend using a tracked service.
We cannot accept refunds or exchanges on pierced earrings due to hygiene reasons.
If you have purchased something during our sale this must be returned to us within 14 days from the date printed on your order dispatch note and in original, undamaged packaging. This is so others get a chance to purchase returning items before we close our sale shop for another season.
How Do I Return Or Exchange An Item?
To enable us to handle your exchange or return as quickly as possible, we ask you to kindly follow these instructions:
- Pack your order using the original packaging, and with all product tags still intact.
- Fill out the form on the back of your dispatch note. Then complete the table to let us know the nature of your return. If you require an exchange please complete the relevant areas.
- Once complete, affix the peel-off return address label to the outside of your parcel. Place your dispatch note inside your parcel and reseal securely.
- Please post this back to us and obtain a proof of posting receipt. We cannot take responsibility for items that fail to reach us or are insufficiently wrapped.
We recommend that you take a copy of your dispatch note before returning it with your items.
