Customer Services
EAST Terms & Conditions
If you want to use this website or buy any products from us you must agree to the terms and conditions set our below and governed by UK law. They are designed to be fair to both you and us. We may change these from time to time and any changes will be effective immediately once published on this page. You should check these terms and conditions every now and then to ensure that you are aware of and comply with the current version.
Website Content
We do our very best to make sure that all information on our website is accurate and up to date. However sometimes mistakes can happen. We know this can be frustrating and we are working hard to stop this occurring. If you find an error on our website please let us know by emailing customercare@east.co.uk.
You should bear in mind that shopping online provides a different shopping experience to buying in-store. In particular you acknowledge that:
The colours of our products are as accurate as possible. However differences in display settings can impact the colour on your computer screen.
- All sizes and measurements are approximate
- All products are subject to availability
- All prices quoted include VAT with delivery charges as an additional cost
Where an error has occurred we aim to rectify this as soon as reasonably possible and if we think this has affected your order we will do our best to let you know. We shall not be liable for damages of any kind resulting from the use of this website.
Making a Purchase
By submitting an order to us you are offering to buy a product or a number of products from us. We will confirm that we have received your offer by sending you an 'order received' email to the address you provide in the order process.
We must receive full payment of the products before we can accept any offers. We accept payment by Maestro, Visa, Mastercard and American Express. We reserve the right to refuse any offers in an order prior to acceptance. Payment is processed at the time we dispatch your order from our website warehouse and you will receive an 'order dispatch' email from us which is confirmation that we have accepted your order offer.
Communication
If we need to contact you about your order we will do so using the phone number and email address you have provided to us. If there is a problem processing your order or payment we will place your full order on hold until we receive instructions from you on how you would like to proceed. If we do not hear from you within 7 working days we reserve the right to cancel your order.
Credit Card Security
If you are nervous about shopping on the web, you needn't be. We use secure servers with state-of-the-art encryption and secure sockets layer (SSL) technology for the transfer of credit card information. No card details are stored or saved on the EAST website. We have also introduced Verified by Visa and Mastercard SecureCode to give you added security when you shop online. You can read more about these on our Safe & Secure Shopping page.
Privacy
At EAST we are totally committed to protecting the privacy of our site visitors and customers. We promise not the share or sell your information to any third party, other than where it is providing a service to you as specified below. We also have security measures in place to protect our customer database and access to this database is restricted internally.
By providing your personal information to EAST, you consent to us recording, maintaining, holding and using your information. We use this information for the following purposes:
- To arrange delivery of your order
- To undertake security checks and charge you for your order
- To send email or postal mail to you after you have purchased a product
- To let you know about new ranges, services or EAST events local to you
- To undertake customer research and profiling
Please be assured that all data is collected lawfully and maintained in accordance with the Data Protection Act 1998.
If you would like to be removed from our mailing list simply mail customercare@east.co.uk with 'unsubscribe' in the subject line. You can also unsubscribe from EAST emails by clicking the 'unsubscribe' link in any of our emails.
It is your responsibility to ensure that your EAST login details and password are kept safe and confidential. No one at EAST has access to your password should you forget this.
Delivery
Delivery costs are an additional cost to the price of the product advertised on our website.
Any dates we specify for delivery of products on the website or by email are approximate. We will do our best to deliver products within the times stated however we shall not be liable for any losses, costs, damages, charges or expenses caused by any delay.
We will send you a 'dispatch confirmation' email when your order has been dispatched. This will include a delivery estimate and where possible, a tracking number for you to track your order.
We deliver using various suppliers dependent on your delivery selection. For full delivery information for the UK, European and International Delivery please read our delivery and returns page.
Cancellations and Returns
If you find that any product you have ordered is unsuitable, don't worry as we have a flexible returns policy.
You may cancel your order or return on any full priced product returned to us within 28 days of the date printed on your dispatch note. Sale items must be returned within 14 days of the date of dispatch. If you receive a faulty product this may be returned to us within any reasonable time.
To return a product just follow the instructions on the back of your dispatch note and include it in the parcel with the products that you are returning. We accept returns for all products in perfect condition except pierced earrings due to hygiene reasons. We offer free returns in the UK but international customers must return products at their own expense. Our address for all returns is: EAST Ltd, 55 Kimber Road, London SW18 4NX. Please be aware when sending a return, the parcel is your responsibility until it reaches us. Products can also be returned to our stand alone EAST stores (not concessions or outlet stores) provided you bring your dispatch note as proof of purchase.
For full information about how to return products please read our delivery and returns page.
Refunds and Exchanges
We are happy to refund and exchange products returned to us or to any of our stand alone stores provided it is in fully resalable condition. Please note that if you choose to return any sale items to our stores, we cannot offer a cash refund; only a credit note to the value of the product.
We will gladly send out any exchange to you free of charge.
If you request a refund, we will refund the amount paid for your products to your payment card within 7 days of receiving your return. However, the money may take up to 10 days to reach your account as this is dependent on your bank or building society and is out of our control.
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.
Customer Satisfaction
We warrant that our products will be of satisfactory quality and fit as represented on our website. If you are dissatisfied with our products or service in any way, please contact our customer care department on customercare@east.co.uk. We aim to deal with all enquiries fairly, confidentially and quickly. We will acknowledge your contact within 24 hours. We try to resolve most issues immediately, but where this is not possible; we will keep you informed about progress until we have achieved a satisfactory resolution.
Gift Vouchers
All gift vouchers purchased online can only be redeemed through our website. These expire 12 months after purchase. Gift certificates or credit notes from stores cannot be used to pay for products on our website.
Promotions & Competitions
All promotions and offers comply with the following:
- May not be used in conjunction with any other offer
- Unless otherwise stated, offers apply to full priced product only
- EAST reserves the right to change, amend or terminate an offer without prior notice
- There is no cash alternative and all terms and conditions are non-negotiable
- Free Delivery offers apply to 'standard UK delivery' only unless otherwise stated
- Promotional codes are valid for one transaction per person and cannot be used on multiple accounts
- Any 'free gifts' must be returned if the order is cancelled or products are returned bringing the order lower than the threshold to receive the free gift
- Promotions may be exclusive to our website and not available in-store
If you enter a competition on our website you comply with the following:
- Prizes are non-negotiable and non-refundable
- Gift certificates are not-transferable to any other person
- There is no cash alternative
- Prize winners agree to be included in marketing activity to promote the competition
Intellectual Property
You agree to acknowledge that we own or are licensed to use all copyright, database rights, trademarks and other intellectual property rights in and to all parts of this web site, and to the business of EAST Limited, including the structure, design and layout of the web site.
You are entitled to use our web site in accordance with these Terms and Conditions only. You must obtain our prior written consent before you use our web site or any part of it in any other manner
You may link to our homepage provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists. You must not establish a link from any website not owned by you.
Right to Terminate
Our Terms and Conditions are here for the good of all of our customers. If we feel that it has been abused, we reserve the right to close your account, by inactivating it, once we have met our obligations under this promise. If we do inactivate your account, and you choose to make another purchase, whether through that account or any other, then our obligation to you for any claim will be limited to your statutory rights only.
Company Information
Products are provided by EAST Ltd, a company registered in England under number 2035421. The registered office is 55 Kimber Road, London SW18 4NX.
