Returns & Exchanges
Returns for product or order issues
This policy applies worldwide to orders placed on or after October 9, 2026. Earlier orders remain subject to the return policy provided at purchase. Mandatory consumer rights always take precedence.
We are here to help when there is an underlying problem with your product or order. Our voluntary return policy covers the following:
- An item that arrives damaged or has a manufacturing defect.
- An incorrect item, color or size supplied compared with your confirmed order.
- A material mismatch with the advertised product description, color or garment measurements.
- A missing item or incomplete order. Contact us so we can investigate and resolve the issue; you do not need to return an item you did not receive.
Preference and fit changes
Our voluntary policy does not cover a change of mind, disliking the appearance or style, preferring another color, or a correctly supplied size that does not suit your personal fit preference. Choosing the wrong size is different from receiving an incorrect size or a garment that materially differs from its advertised measurements.
Minor color differences caused by screen settings and normal handmade embroidery variations are not, by themselves, product faults. This does not exclude a materially different color, incorrect product or genuine quality issue.
Report an issue after delivery
Please inspect your order after delivery and email support@eastessence.com with your order number, a description of the problem and clear photos where possible. Please report visible damage, defects, incorrect or missing items within 30 days of delivery. This reporting window does not shorten any longer period or other remedy required by law, including for faults discovered later.
Before delivery, contact us about tracking, a missing delivery or a cancellation request under the cancellation policy. You do not need to wait for delivery to report a delivery problem or exercise a statutory cancellation right.
Return instructions and item condition
Please contact us before shipping an item back, so we can provide the appropriate return address and instructions. A return authorization permits assessment and does not itself guarantee a refund. We review the reported issue and inspect returned items where appropriate.
Keep original tags attached and retain the original packaging and accessories where possible. Pack returns securely and use the tracked service agreed with our team. Please avoid wearing, washing or altering an item after noticing a problem. Missing tags or packaging, or reasonable use before discovering a fault, does not automatically invalidate a legitimate product-fault claim or mandatory consumer rights. Damage caused by misuse, washing contrary to care instructions or customer alterations is not a manufacturing defect.
Shipping and resolution
For confirmed damage, defects, incorrect items or material misdescription attributable to EastEssence, we cover the appropriate return shipping. Contact us first to agree the shipping method; any reimbursement instructions will be provided by our team.
Depending on the issue and applicable law, we will arrange an appropriate replacement, repair or refund. A store credit is not a substitute for a refund where you are legally entitled to one. Required refunds and applicable delivery charges will be handled in accordance with your consumer rights; no restocking fee applies to confirmed product faults or order errors on our side.
We will notify you when your return has been received and assessed. Approved refunds are issued to the original payment method within 10 business days, unless applicable law requires an earlier deadline. Your payment provider may take additional time to display the refund. If more than 15 business days have passed since approval, contact support.
Custom and final-sale products
Custom-tailored, personalized and final-sale items are not eligible for voluntary preference or fit returns. These exclusions do not remove rights relating to defective, damaged, incorrectly supplied or misdescribed goods. Marketplace items may have seller-specific terms, but mandatory consumer rights remain protected.
Your statutory rights
Nothing in this policy limits mandatory consumer rights, including rights to remedies for faulty, damaged, incorrect or misdescribed goods, late or missing delivery, and any applicable cancellation or withdrawal rights. These rights take precedence over our exclusions, reporting windows, approval process, item-condition requirements, fees and processing timelines.
Where the European Union 14-day withdrawal right applies to your online purchase, you may withdraw within 14 days after delivery without giving a reason, subject to lawful exceptions. An item is not automatically exempt merely because it is made after ordering; genuinely personalized or made-to-specification products may qualify for an exception. For a statutory change-of-mind withdrawal, the customer pays return postage where lawfully disclosed, and standard outbound delivery charges are refunded as required by law. Any lawful deduction for handling beyond necessary inspection reflects the actual reduction in value; a careful try-on does not automatically invalidate withdrawal rights.
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.
The cancellation provisions above are subject to mandatory consumer rights and do not remove remedies for late or missing delivery.
