Thank you for shopping at EastEssence.com! We are confident that you'll be satisfied with your order. However, if for any reason you are not, please select from one of the following options.
For existing orders, Please select one of the following.
For our steps on return and polices please see below.
- Return or Exchange requests should be made within 30 days of receiving the package.
- Un-tampered merchandise may be returned or exchanged within 30 days of the date of purchase.
- All returned products must be in their original condition with all tags attached, unworn and unwashed.
- Returns will be refunded in the manner in which the original purchase was made, within 10 days of our receiving your returned product. Your refund will include the cost of the item plus any applicable sales tax, excluding length customizations and size customizations for 4XL and above.
- Original discounts and promotions will not be reflected in the refund.
- Shipping and handling costs are non-refundable.
- All the returned items will be processed at our US office.
- The $150.00 Free Standard Shipping will be null and void if you decide to return and/or exchange and your purchase total falls below the free standard shipping limit.
- Please proceed carefully for a return or exchange, after making your selection it cannot be changed.
- Pack and seal your return merchandise securely and include the RMA.You can use the same DHL plastic cover for your return – make sure to turn it inside out and write down both addresses on the cover.
- Please note that we are not responsible for items lost in return shipping, so ensure to ship through a courier that offers tracking service.
- We do not cover the cost of return shipping as you will be responsible for return shipping charge.
- There is a flat rate $9.99 shipping charge for all exchanges.
- Orders can be cancelled or changed completely only within the first 24 hours of placing the order.
- We CANNOT guarantee cancellations or changes after 24 hours, our items are made-to-order and once processed
cannot be cancelled.
- If we are able to stop your order in the middle of processing time, it will be assessed a 25% restocking fee.
- Orders cannot be cancelled as they are processed the same day.
How do I start the return process?
- Please send an email to firstname.lastname@example.org indicating your full name, order number, items you want to return/exchange and the reason.
- We will send you a Return Merchandise Authorization (RMA) and complete address to return the items through email along with instructions.
- A return /exchange email request has to be made in 7 days of receiving the package.
- You will have 7 days after you receive your RMA to ship out your merchandise.
- Please note to also check your junk-mail/spam folder if you have not received your RMA or call us at 510.943.4040.
- Pack and seal your return merchandise securely include a copy of RMA response email.
- We do not cover the cost of return shipping as you will be responsible for return shipping charges.
- Please note that we are not responsible for items lost in return shipping so please ensure you ship through a courier that offers tracking service.
- Shipping and handling charges are also nonrefundable
- Orders with free shipping exchanged or returned will be assessed a shipping charge of $9.99 to cover the cost of original shipping. We pay this to the courier company irrespective of customers decision to return/exchange, hence it is recovered.
- Do not refuse delivery. Call us if you would like to cancel/return an order. Courier companies are third parties. Refused packages are abandoned by courier companies and redirection to our office is not guaranteed. If redirected, your package will be treated as return and return shipping fees will be assessed. If the package is lost or abandoned during return complete cost of the package will have to be borne by the customer. Hence please contact us if you chose to return/cancel an order and we will be happy to assist.
- If after inspection, the item is concluded as not in immediate re-saleable condition, there could be a 10-30% restocking fee.
A 15% restocking fee will be applied to any item not qualified for immediate re-sale.
- A 30% restocking fee will be charged on items with missing tags that appear to have been used or abused.
- No refunds will be given on intentionally damaged or altered items.
We take pride in our products.
- If you received a defective or wrong item you will have to contact EastEssence within 30 days of receiving the order.
- Please note there could be a variance in color due to screen resolutions which cannot be perceived as a defect. Also due to the manual nature of the embroideries there can be notable variations in embroidery designs which are common industry accepted standards for hand-made items.
- All returned merchandise is subject to inspection.
- Exchanges for defective items will be made with identical size and item ONLY, free of charge. EastEssence.com will cover the return shipping costs.
- Your replacement item will be shipped standard shipping.
- If you request express shipping applicable fees will be included in your final cost.
- If no replacement item is available a full refund for item cost and shipping charges will be given.
- If you received the wrong item, to receive credit for your return shipping cost you must attach the Return Shipping Receipt along with the Return Form.
- We advise that return shipping should be made using $4.95 flat rate priority mail USPS envelope. If customer uses an alternate carrier, EastEssence.com will only refund the equivalent USPS Priority Mail fee.
Please ensure you use a track able service as we will not be responsible for lost packages.
- Final sales: All Gift cards, e-gift certificates, jewelry and items marked as "Sale" are final. FINAL SALE items cannot be returned for exchange, credit, or refunds.
- Full Custom altered orders: complete custom orders cannot be returned for exchange, credit or refund. These items are specifically made to fit you and have no resale value.
- Length Customization Fee is non-refundable.
- Sizes from 4XL to 7XL are considered custom, hence customization fee will be non-refundable.
SWIMWEAR ITEMS cannot be returned due to hygiene reasons. Please ensure you have referred our size chart and have contacted our customer service for any sizing assistance for swimwear items.