Returns & Exchanges
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.
Click here to start a return.
At EastEssence we want to make your exchange or return as easy as possible.
Returned items must be mailed back to EastEssence California within 30 days of delivery date in order to receive a full refund.
Returned items must meet all the following criteria:
- Item should not be worn
- Item should be in its original new condition
- Item should not be washed
- Item should be in original packaging and has all original tags attached
- Item should be mailed back to EastEssence within 30 days from the date of delivery.
If your return does not meet the above criteria please email us at returns@eastessence.com. Tell us which conditions have not been met and we will suggest a suitable alternative if possible. If we receive the item in a condition that does not meet our return criteria, we reserve the option to not refund the item or return it to customer at their own expense.
You should expect to receive your refund within four weeks of shipping your package. However, our customers usually receive their refunds more quickly. This time period includes the time it takes for your package to reach us once shipped (from 5 to 10 business days for USA and 15 – 25 business days for other countries) and the time it takes to process your return (3 to 5 business days). You will be notified via e-mail of the status of your refund and any potential adjustments once we have received and processed the return. Adjustments to credit cards should appear within two billing cycles.
Refunds:
- Should you prefer to receive a refund, we will happily comply with your request provided you meet the return criteria listed above.
- Please note that we do not refund shipping costs and duty taxes.
- Other not-refundable items are: Length Customization fees and Size Customization fees.
- Final Sale items are FINAL SALE! And cannot be returned or exchanged.
- If you received FREE shipping on your order, and if you return items causing the value of the original order to fall below USD100, you will be charged for the original shipping costs.
- Items with size customization for 6XL & 7XL are Final Sale and cannot be returned or exchanged.
- Items bought in a Clearance SALE are final sale. These include promotions major markdowns and discounts from 20% -70% off. They are not eligible for cancellations or returns & exchanges
Exchanges:
If you want to make an exchange we will issue you a Store Credit to use for a new purchase. Exchange Store Credits include the value of returned items. Other benefits include:
- Your price is guaranteed In the event your purchase was made during a sale, you are still eligible to purchase your exchange item for the price you paid at the time of the original purchase.
- EastEssence Exchange Store Credits do not expire.
- Our Exchange Store Credits do not have an expiration date and therefore do not expire. You can hold them indefinitely and use them at your own convenience.
- Issued Exchange Store Credits cannot be cancelled and refunded.
Return and Exchange Process
To return or exchange an item you purchased, click this link
After filling out the returns and/or exchanges form please wait to be contacted by our return department. A representative will contact you via email within 24 - 48 business hours with further instructions for making your return.
If you have any general concerns or questions about our returns policy, please email us at returns@eastessence.com and we will respond within 48 hours. You can also find detailed information about our returns & exchanges policies in FAQ
All returns are processed at our US warehouse.
We do not cover the cost of return shipping and customers are responsible for return shipping cost.
Marketplace Returns
Marketplace items are sold and fulfilled by a third party vendor. East Essence does not manufacture these items, therefore the return policy is according to the seller.
Please be sure to read return policies under the marketplace vendor.
*Marketplace items are FINAL SALE unless stated otherwise under item.
Orders over USD 300.00 if returned for any reason will be subject to 25% restocking fee.
Orders over USD 1,000.00 are final sale and cannot be returned or exchanged.
Standard Shipping
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.
*During Ramadan, cancellations and changes are made on a case by case basis. Orders are processed more quickly, so if your order is already being cut within the 24 hours, we will not make any changes. NO exceptions.
Express Shipping
Orders cannot be cancelled as they are processed the same day.
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 USD9.99 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.
Packages not retrieved by customer will be returned or destroyed at the customers expense.
Customers are responsible for being at the shipping address to accept a package or make separate arrangements to pick up or have a package re-delivered at a different time.
Both East Essence and the shipping company will try to contact the customer by phone, email or text to arrange for delivery.
East Essence will have a package returned or destroyed after 3 notices if we can’t locate a customer.
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 48 hours of receiving the order.
Make sure to count your items and if an item is missing inform us within 48 hours 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. Items must be returned in the original condition received.
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 when applicable 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 flat rate priority mail USPS envelope. If customer uses an alternate carrier, EastEssence.com will only refund the equivalent USPS Priority Mail fee.
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.Items purchased with special event discounts are final sale and cannot be returned or exchanged. e.g. President's Day, Black Friday, EID sale, etc.
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 2XL to 7XL are considered custom, hence Customization fee will be non-refundable.
School uniforms with logos are final sale.
Code cannot be combined with any other offer, one coupon per order.
In case of the return of a campaign outfit, the refund will be made after the rate of discount is issued from the total amount.
EastEssence.com reserves the right to change the terms and conditions of any offer at any time without prior notice.
Orders with Free shipping promo will be charged shipping if return order goes below USD 150.00.