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.

Your Order & Shopping Online

Is it safe to shop online?
Shopping online with EAST is totally safe. We use state-of-the-art security systems to encrypt your payment details, making it impossible for them to be read over the Internet. Please read our privacy statement for further information.

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 view our size guide to find the best size for you.

What does the product measurement refer to?
This refers to the following measurements:
•Dresses: centre back measurement, neck to hem
•Jackets & coats: centre back measurement, neck to hem
•Tops: centre back measurement, neck to hem
•Knitwear: centre back measurement, neck to hem
•Skirts: waist to hem
•Trousers: inside leg

The item I want is out of stock. Will you be getting any more?
We get daily replenishment of stock so it is possible that we will get more. You can try again tomorrow or ring us on +44 (0) 208 877 6543 and we can locate your chosen item through our store network.

How does the Shopping Bag work?
When you have decided to buy something from the website, the first step is to add the item to your shopping bag by clicking 'Add to Bag'. To view the contents of your bag, simply place your cursor over the ‘shopping bag’ icon on the top right hand corner of the screen or click the ‘view bag’ link.

You can change any of these details before actually placing your order by increasing or decreasing your quantities or removing an item from your bag.

When you’ve finished shopping, double-check the contents of your bag one last time then click on 'Checkout' to go to the secure payment area.

Please note that adding items to your basket does not reserve these for you. Products are reserved only at the point the order is placed.

How do I use a promotional code?
You will be given two opportunities to enter a promotional code. Firstly at the 'Shopping Bag' page and during 'Checkout'. If the code is valid, the relevant amount will be automatically deducted from your order total.

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
•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 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.

What happens if I forget my password?
You just need to click the 'forgotten password' link on the 'Log In'page. After entering your email address you will receive an email with a link to re-set your password.

Can I make changes to my order once it is placed?
We will start to process your order straight away and as a result we cannot change your order or delivery address after it has been placed. We are also unable to cancel any order once it has been placed, we therefore ask that you thoroughly check your order is correct prior to confirming.

Can I purchase in other currencies?
All orders are adapted in the currency of the location the order is shipped to. For European orders, the currency will automatically be set in Euros. For orders shipped to the USA, the currency will automatically be set in Dollars. For all other orders, the currency will automatically be set in Pounds Sterling, and your card will be charged using the exchange rate at the time the order is dispatched. You can find out what the exchange rate will be by looking this up on a website such as www.xe.com.

How can I pay for my order?
We accept Visa, Mastercard, American Express and PayPal.

Can I pay for my order using a gift card or store credit note?
You may use a gift card to purcahse via the website, more information can be found here.

Unfortunately a store credit note cannot be spent online. If you do not live near a store please call us on +44 (0)208 877 6543 and we can locate a store that has the items you would like to purchase. They will then call you to place the order over the phone, please note gift vouchers need to be posted to the store first for store records. 

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 warehouse.

I live outside of the UK. Will I be charged VAT?
If your order has a delivery address within the European Economic zone, VAT is charged at the UK rate. If your delivery address is outside the zone (which includes Jersey and Guernsey) no VAT is charged. Once you start the checkout process and type in your delivery address our system will automatically deduct VAT from your order.

Delivery & Returns

Can I order from east.co.uk and collect from a store?
Yes you can and this service is free of charge. 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 dispatch & delivery 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 dispatch & delivery 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 6pm when you place your order before 3pm the day before (Monday - Thursday only).

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 5 working days. For European deliveries we charge a flat fee of €12 and for rest of work deliveries we charge $18.

Please click here for full information on our delivery options.

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 an attempted delivery card through your letterbox. This will include full details on how to book a redelivery and the local post office or depot 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 contact our customer care team on +44 (0)208 877 6543 and we will gladly track this on your behalf.

Can I return my order to an EAST store?
Yes, you can return your products to any EAST standalone store for an exchange or refund, provided you have paid by card. Full price or promotional items can be returned up to 28 days from the day you received your order and sale items can be returned up to 14 days. You will need to bring your dispatch note as proof of purchase.

Please note that if you have paid via Paypal, you can only return items to the website.

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 will it take to get my refund?
If you return your products using the Free Returns label, this should get back to us within 7 days but it can sometimes take longer. When your return arrives we will process this within 2 days. At the point of processing this you will receive an email confirming the return and your refund.

Please note that it can take up to 10 days for a refund 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.

Can I exchange an item?
If you return your order to a store and paid using a credit or debit card we can exchange for an alternative size dependent on availability. If you choose to send your order back to the website using the returns label within your parcel, we can only offer a refund. 

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 just send this back to us using your Free Returns label and make a note that the product is faulty.