We’re here to make the EAST experience as smooth as possible and so have compiled our most frequently asked questions below to help you out. If you can't find the answer to your question below please call us on +44 (0)208 877 6543 or email us at firstname.lastname@example.org
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.
When placing an order online are my details stored or used by 3rd parties?
No, we do not share your details with third parties unless you opt in for this option when entering a competition.
How do I know what size to choose?
Please view our new and updated 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 would like to order is out of stock, will you be getting anymore?
We get daily replenishment of stock so it is possible that we will get more in soon. 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 - you can do this 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 after 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 with 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 'forgot password' link on the 'My Account' or 'Sign In' pages. After entering your email address you will receive an email with a link to reset your password.
Can I make changes to my order once it has been 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?
When shipping outside of the UK, you can choose your desired currency. This can be changed by clicking ‘Shipping to’ in the menu. After doing so you will be able to browse and pay in your selected currency.
How can I pay for my order?
We accept Visa, Mastercard, American Express and PayPal payments along with a wide variety of local payment options. These are listed at the 'Checkout'.
At what point will my payment be taken?
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 the UK, will I be charged VAT?
If your order has a delivery address within the European Economic zone, VAT is charged at the correct rate of that European Economic Zone country. If your delivery address is outside the zone no VAT is charged. The price shown to you for these countries will already have the VAT removed during the browsing phase.
Delivery & Returns
Can I order from east.co.uk and collect in store?
Yes 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 offshore 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 using the country search function which can be found at the top of our home 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 receive my order?
We offer a range of delivery options with the quickest being next day delivery. Simply place your order before 2pm the previous day (Monday - Thursday only) to receive your order by 6pm the following or next working day.
Please click here for full information on our delivery options.
How much will my delivery cost?
For UK customers the cheapest delivery option is to have your parcel delivered to your local store for free. Standard delivery is only £3.95 and you will receive this within 3 - 5 working days. If you would prefer to receive your order the next working day, we charge £7 for this service.
Please click here for full information on our delivery options.
Why have I received my order in seperate parcels?
This is due to part of your order being sent via one of our stores.
Will I be charged again for shipping if my order has been sent in a split shipment?
No, we will only charge you one amount.
Why can I not select Click + Clollect when placing my order?
This is due to the item being sent directly from an EAST store where they do not have a courier service available.
What happens if I am out when my delivery arrives?
Don't worry. If there is no one at home 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 it from there.
What do I do if my order has not arrived in the specified time?
Please note the delivery times quoted on our website and in our emails are estimates only. We will do everything in our power to deliver your order 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?
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 14 days from the day you received your order and sale items can be returned up to 14 days after. 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 an on item to an East concession?
We're sorry but you are not able to return items purchased at an EAST store or through our website to any EAST concession.
Wher can I return an order if it was sent out from a store?
You may return it back to our warehouse using the ‘free returns label’ within your parcel or take it back to a stand alone EAST store.
How long will it take to recieve my refund?
If you return your products using the ‘Free Returns label’, this should get 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 dependending 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.
Can I part-exchange an item in store which was purchased online?
Yes, please bring your despatch note with you and our store team will process this for you.
If I recieve a faulty item, what shall I do?
If you live near an EAST store you can take the faulty product along with your dispatch note and our in-store team can exchange or refund this for you. Alternatively, if you are in the UK just send this back to us using your ‘Free Returns Label’ and make a note that the product is faulty.