Returns & Refunds

UK & EU Returns 

 

UK & EU Refunds

 

 

What is your Online Returns Policy?

We’re happy to accept returns – just make sure that you do the following:

  • Please ensure Item(s) are unworn with original tags still attached and in their original packaging, including dust bags.

    • If labels have been removed we will not be able to refund you.
    • If the product has arrived with a dust bag, both item and dust bag must be returned together.
    • Please note: Due to hygiene and safety reasons, we do not accept returns on jewellery and home products such as bath salts and diffusers that are supplied in unsealed containers.

  • For a full refund, your item(s) must be sent back to us within 30 days of receiving your delivery and for all sale products your item(s) must be sent back within 14 days of delivery.

  • For UK orders -Inside your parcel will be a free Royal Mail returns label. Simply attach this returns label to the front of your parcel and ensure you obtain a receipt as proof of your return from your local Royal Mail post office. 

  • For UK orders - Should you decide to not use our returns label which has been provided, returns can be sent across to the below address.
    Please note: if returns are not made using our returns label, customers will be responsible for their safe return to our warehouse.
East Heritage Limited
Webstore Returns
Unit 2
7 – 11 Claudius Way
Victoria Business Park
Wellingborough
Northants
NN8 2DH
United Kingdom

  • For EU orders - For EU returns the cost of postage is the responsibility of the customer, please ensure you use a tracked service and retain your receipt and proof of postage. Please return to the following address -

East Heritage Limited
Webstore Returns
Unit 2
7 – 11 Claudius Way
Victoria Business Park
Wellingborough
Northants
NN8 2DH
United Kingdom


Please note this does not affect your statutory rights in respect of damaged or defective products. For hygiene reasons we are unable to refund pierced goods or cosmetics, this does not affect your statutory rights.

In addition to your other legal rights, you have the right to cancel the Contract (other than in relation to personalised or other products which we have specified as non-returnable, such as unsealed products) and receive a refund from us. Your right to cancel a Contract starts from the date of your Confirmation email relating to that Contract and ends 14 days after the date of delivery. 

Following delivery you have 30 days to return products, unless they are sale or outlet products in which case they must be returned within 14 days of delivery.

You must inform us in writing at East Heritage Limited, Website Customer Services, 1 Nicholas Road, London W11 4AN, United Kingdom, or by email at customerservices@east.co.uk if you wish to cancel. It would help us if you provide the date of Order and Order number, as well as your name and address to ensure we identify the Order correctly.

If you choose to cancel, then you must return the Product(s) to us either by returning to our warehouse. You must ensure that you take reasonable care of the Product(s).

When returning your order to our warehouse it can take up to 14 days for your return to be processed. Please allow the full 14 days to pass before querying your return.

Once your return has been processed you will received a confirmation email and your refund will appear in your account within 2-3 working days.

 

Back to top

 

How long do I have to return a full priced item?

For a full refund, your item(s) must be sent back within 30 days of receiving your delivery 

Back to top

  

How long do I have to return a sale item?

For a full refund, your sale item(s) must be sent back within 14 days of receiving your delivery

    Back to top

      

    How do I return an item I purchased online?

    We’re happy to accept returns – just make sure that you do the following:

    • For UK customers - Inside your parcel will be a free Royal Mail returns label. Simply attach this returns label to the front of your parcel and ensure you obtain a receipt as proof of your return from your local Royal Mail post office. 

    • For EU customers - The cost of postage is the responsibility of the customer, please ensure you use a tracked service and retain your receipt and proof of postage. Please return to the below address
    • Should you decide to not use our returns label which has been provided, returns can be sent across to the below address. 
      Please note: if returns are made not using our returns label, customers will be responsible for their safe return to our warehouse, please ensure you use a tracked service and retain your receipt and proof of postage. 
    East Heritage Limited
    Webstore Returns
    Unit 2
    7 – 11 Claudius Way
    Victoria Business Park
    Wellingborough
    Northants
    NN8 2DH
    United Kingdom

    Back to top

     

    I need a new returns label

    If you have lost your returns label please contact our Customer Services team at customerservices@east.co.uk who will be happy to get a replacement sent to you.

    Back to top

      

     

    Can I exchange an item from my online order?

    Unfortunately, we do not currently offer an exchange option through our warehouse. 

    Back to top

     

    How do I get a refund from you?

    You can return your order to our warehouse. Please be advised that when returning your order to our warehouse it can take up to 14 days for your return to be processed. Please allow the full 14 days to pass before querying your return.

    Once your return has been processed you will received a confirmation email and your refund will appear in your account within 2-3 working days.

      Back to top

        

      When can I expect my refund?

      When returning online purchases back to our warehouse we would kindly ask that you allow 14 days, from the date posted, for your return to be processed, even if your tracking is showing as received by our warehouse.

      Please ensure you retain a copy of your return tracking information until your refund has been confirmed.

       Once your refund has been processed, you will receive a confirmation email and your refund will appear back in your account within 3-5 working days.

      Please be aware that due to the busy Sale period refunds may take the full 14 days to be processed and we will be unable to investigate any refund status until after the 14 day time frame.

      Back to top

       

      I have only been refunded for part of my order

      When an order is returned, the items can often be passed to our Quality Control Team for further inspection before they are refunded. This can cause some items to be refunded before others and refunds would then be processed at different times.

      We would kindly ask that you allow a further 3 working days for the rest of the items to be refunded. Please contact us if you have any further issues with this.

      Back to top

       

      Can I get a refund if the price of my items have changed since I ordered it?

      If the price of your ordered item or items has changed we won't be able to refund the difference. 

      Back to top

      Loading...
      Close