Customer Services
Help
We're here to help. As we often get contacted about the same questions we've compiled our most frequently asked questions below.
If you can't find the answer to your question below please call us on +44 (0)208 877 6543 or email us at customercare@east.co.uk.
Using our website
How do I search for a product?
The most relaxing way to shop with us is to browse through the categories at the top of the website (departments, collections, features, sale) and then refine what you are looking for by clicking on the category that you would like to view.
In all categories you can view the range of products by name and by price by clicking the sort by button. You can also view the list of products page by page or view all products by selecting 'view all'. If you are shopping within the 'department' section you can refine your shopping options even further by size, price and colour.
Alternatively, if you know exactly what you want, just type in the product type (ie. yellow cardigan) or product name into our search box which sits next to the sale category and we will find you all products related to your specific search.
How do I view other product colours?
If the product is available in other colours you will see a number of different colour swatches under 'product colours'. Just click on the different swatches to view the product in the desired colour.
How do I use the zoom?
It's easy. Just rest your cursor over the product where you would like to see the detail. And a zoom box will automatically appear. If you would prefer to see the full image in a larger size just click the link within the image. This will open a large sized view of the product in a new window.
I've forgotten my password. What do I do?
If you've forgotten your password just click here and fill out the form. You will be sent instructions on how to reset your password. For security reasons we do not hold your password details so we are not able to send these to you.
How do I change my personal details?
Simply click the 'log in' link on the top of the website and type in your username and password. From here you can choose to update any of your personal details and these will be applied to all future EAST orders.
How do I subscribe to the EAST email newsletter?
It's easy. Just enter your email is the box at the bottom of the website and you'll be added to our email list.
Can I buy in other currencies?
You can choose to view prices on display in £ Stirling, US Dollars and Euro's. Simply click on the flag icon at the top of your screen to change the currency. We have offered this option to make the pricing clearer for our international customers, however we are still a UK business trading under UK regulations. The pricing in different currencies is calculated using a conversion figure set by EAST, this is subject to change throughout the year.
I've seen a product in the press but it's not online. Why not?
We stock the full EAST range online. Because we launch new collections every two weeks sometimes items are featured in the press before they arrive and other times they become so popular that they sell out. If you have seen something in the press but can't find it online please email us at customercare@east.co.uk and we'll try to track this down. If it hasn't come in yet we will be able to let you know when this is in stock.
Placing an order
How do I make a purchase?
It's easy. Simply use the navigation bar at the top of the website to shop by department, collection or feature to help you find what you are looking for. Once you have found a product you would like to purchase, select your size and/or colour and click the 'add to shopping bag' button. You may add as many items as you like to your shopping bag.
When you are ready to purchase your items just click 'go to checkout' button at the bottom of your shopping bag. There are instructions on every page to help guide you through the checkout process.
How do I know if an item is in stock?
All of our products should be in stock. If your chosen size or colour is out of stock you will not be able to add this to your basket. The 'go to checkout' button at the bottom of the product page will change to say 'email me when in stock'. You can select this and fill out the short form. We will email you to let you know when this is back online and available for you to purchase.
You may also contact our customer care team at customercare@east.co.uk and they can try to locate your size or colour within our store network.
How do I see what is in my shopping bag?
For a quick look you just need to rest your cursor over the 'my bag' link on the top right of the website. For a detailed view just click the link.
How do I empty my shopping bag or remove products I no longer want?
Simply click on the 'my bag' link at the top of the screen and within here you can amend any quantities or remove any products that you no longer want.
Why were the products in my shopping bag no longer available when I went to checkout?
We hold any product that you add to your shopping bag for 30 minutes after the last action you make on our website. This means that if you add a product to your shopping bag and return to purchase it more than 30 minutes later, it is possible that it could have been purchased by another customer as we will have returned it to stock.
Do I need to set up an account to shop at EAST?
No, you can shop at EAST without creating an account.
However, if you register with us you'll be able to enjoy the following benefits:
- Track your orders and review past purchases
- Request your return or exchange directly from your account
- Build a 'wish list' to create personalised outfits that you can email to friends and family. Plus, you can also print your shopping lists and take them wherever you go.
- Save your address and card details so you can shop even quicker next time
- Manage your account details, address book and mail preferences
To create an account, simply click on 'Sign in' and then 'Register now' to fill in your details.
How do I know which size to choose?
EAST sizing can be generous compared to other high street stores. If you are in-between sizes we would recommend you choose the smaller size. Please click here to view our size guide to identify the best size for you.
How safe is shopping on east.co.uk?
We use the very latest technology to ensure that our website is as safe as possible. Please read our safe and secure shopping page for full details.
How can I pay for my order?
You can pay using Maestro, Visa, Mastercard and American Express.
Can I pay for my order using a store gift card or credit note?
Unfortunately because our store and website systems are not directly linked, we cannot accept store gift cards or credit notes for online orders. This is something that we are working hard to rectify.
Please also note that you can only use gift voucher purchased online for your online orders. These are not able to be redeemed in stores.
At what point is my card charged?
We charge your card at point we dispatch your order. For deliver to store customers, your card is charged at the point your order is dispatched from our website warehouse.
How do I use a promotional code?
At checkout you will be given the option of adding a promotional code. The relevant amount will be automatically deducted from your order total.
I am exempt from tax as I live offshore. Will tax be taken off my order?
Yes it will. Once you start the checkout process and type in your delivery address, our system will identify tax exempt addresses in the Channel islands and the Isle of Man and deduct the VAT amount from your order.
How is tax managed if I live outside of the EU?
For countries that have a delivery address within the European Economic zone, VAT is charged at the UK rate while if the dispatch address is outside the zone no VAT is charged at all. Once you start the checkout process and type in your delivery address our system will automatically deduct VAT from your order.
I've placed an order on the website but wish to cancel/change my order, what can I do?
Please contact customercare@east.co.uk or phone us on +44 (0)208 877 6543 and we will do our best to make any changes to your order. However please be aware that as we aim to process orders on the day we receive them it is possible that it may have already been processed and dispatched.
How do I know that you have received my order?
You will receive an 'order received' email shortly after you place your order. If you do not receive this, we may not have received this. To put your mind at ease please ring our customer care team on +44 (0)208 877 6543 who can confirm whether or not we have received your order.
Delivery & Returns
Can I order from east.co.uk and collect from a store?
Yes you can and this service is free. During the checkout process you will be able to select the store you would like to collect from and we will then deliver your order to this store for free. You can read more about this service on our delivery and returns page.
What countries do you deliver to?
Our UK delivery covers all areas of the UK including Northern Ireland and off shore islands. We also offer European and Rest of World delivery to selected countries. You can see a list of countries that we deliver to by reading our delivery and returns page. If you live in a country that is not listed we may be able to process your order over the phone. Please ring us on +44 (0)208 877 6543 to discuss this option.
How soon will I get my order?
We offer a range of delivery options for UK, Europe and international delivery. If you live in the UK, the quickest you can get you order is the next day by 10am when you place your order before 2pm the day before. European deliveries take between 3-5 working days to arrive and international deliveries take between 5-9 working days.
Please click here for full information on our delivery options.
How much will my delivery cost?
For UK customers the cheapest delivery is option is to deliver to your local store for free. However standard delivery is only £3.95 and you will receive this within 3-5 working days. For European deliveries we charge a flat fee of £10 and for rest of work deliveries we charge £18.
Please click here for full information on our delivery options.
If I place a large order do I have to pay more for delivery?
All of our delivery options are a flat fee whether you buy 1 or 20 products.
Can I change the delivery address for my order?
Once your order is with Royal Mail or our courier, it is not possible to amend the delivery address. However if your order hasn't left our warehouse we may be able to change this for you. In this instance please ring us on +44 (0)208 877 6543 and we'll see if we can change this for you.
What happens if I am out when my parcel is delivered?
Don't worry. If there is no one to accept your delivery you'll receive a card through your letterbox. This will include full details on how to book a redelivery and where your parcel is being held should you wish to collect this.
What do I do if my delivery hasn't arrived within the specified time?
The delivery estimates quoted on our website and in our emails are estimates only. We do everything in our power to get your order to you on time but sometimes events can happen that are out of our control.
If your estimated delivery time has passed we recommend that you refer back to your dispatch confirmation email and use your tracking number to track your order. Alternatively you can contact our customer care team on +44 (0)208 877 6543 who can track this on your behalf.
How do I track my order?
You will receive a tracking number via email. If your delivery is with Royal Mail you just need to log onto Royal Mail Track & Trace. If your delivery is with DPD courier you can track this via the link in your last email or by clicking this link. In both instances you just need to enter your unique tracking code to find out where your parcel is.
Can I return my order to an EAST store?
Yes, you can return your full priced products to any EAST store (excluding concessions or outlet stores) for an exchange or a full refund within 28 days as long as you take your dispatch note as proof of purchase. Please click here for full details on our returns.
Can I return products to an EAST concession with a department store?
We're sorry but you are not able to return items purchased at an EAST store or through our website to any EAST concession.
How long does it take to return products using the Freepost label?
This usually takes up to 5 days but it can take longer. When your return arrives we will process this as soon as possible and once processed you will receive an email confirmation so that you know it has arrived back to us safely.
What is your policy on returning sale items?
Sale products must be returned within 14 days of the date printed on your dispatch note. If products are returned to a store, an exchange or credit note will be given. If you return your products by post, you will be refunded back onto the card you originally placed the order with.
If I return a product for an exchange do I have to pay for delivery again?
We send out all returns free of charge.
I have returned some products for a refund but my credit card has expired. What should I do?
When your return is processed our system will recognise that your card has expired. In this instance, a customer care representative will call you to get your new card details to refund the amount you are owed to your new card.
If I receive a faulty item what should I do?
If you live near an EAST store you can take the faulty product in along with your dispatch note and they can exchange or refund this. Alternatively call our customer care team on +44 (0)208 877 6543 and they can advise you.
How long will it take for my refund to appear in my bank account?
We aim to process refunds within 14 days of receiving the return. However it can take up to 10 days for the money to appear in your bank account. Unfortunately this is out of our control as it dependent on your bank or building society so if you have concerns you will need to contact them.
