Shipping

Shipping Information

All orders are made to order and shipped from our warehouse in India. Once an order is submitted, we begin to process it the following business day. Orders are packed and shipped Monday-Friday. Orders placed on the weekend and select holidays are processed on the next business day.

If we are unable to process your order due to inaccurate or incomplete payment information, your order processing may be delayed an additional 2 business days.

Tracking information is emailed to you once the order is shipped out.

U.S. shipping options

For eligible EastEssence items shipped to a U.S. address:

U.S. standard shipping is free when the merchandise subtotal is $99.99 or more before discounts. Eligible discounts do not remove qualifying free standard shipping. Your final shipping charge is displayed at checkout. Express shipping is a paid upgrade. Marketplace and partner-supplied items may have different shipping options or charges, shown at checkout.

International shipping

Shipping options, prices and delivery estimates depend on your destination and the items in your order. Enter your delivery address at checkout to see the available rates before paying. U.S. prices above do not apply to international orders.

Delivery dates

Review the delivery estimate shown for your shipping option at checkout before paying.

• U.S. standard delivery takes 10–14 business days, including production. International estimates depend on the destination and are shown at checkout.
• The heavy embroidery items may take extra days to complete the embroidery work. Such heavy items are not guaranteed to be delivered within the time during Ramadhan/Eid season.
• Express orders ship within 8-10 business days.
• Actual transit time will vary depending on shipping company, customs clearance and unforeseen circumstances. Customs delays can add one to two weeks.
• Packages shipped to Russia will take up to 30 days in transit. (Orders cannot be guaranteed by a specific date)
• All dates are according to business days and do not include holidays and weekends.

Tracking Information:

Your estimated delivery time is in your Order Confirmation email – please allow until this date for your order to arrive.

You will be able to follow your order once we send tracking information. To check this, all you need to do is log into My Account and track your package.

Your tracking link will be able to provide up to date information on the status of your order.

Wholesale Orders:

• Standard shipping policy does not apply to wholesale orders
• Standard orders of $500.00 or more are still considered bulk and may take more than the standard time.
• Bulk/wholesale orders cannot be shipped in express time.
• Wholesale orders process in 15-30 days.
• Please see wholesale policy for shipping cost

Lost/Stolen/Damaged Package:

Shipping companies do not always require a signature at delivery. Please use the tracking information emailed to you and watch out for delivery of your package

If your package shows delivered and you did not receive the package:

• Please check with others in your household, neighbors and your leasing office.
• If you still cannot locate your package, the customer is responsible for contacting the shipping company and opening a trace. A trace allows the driver who delivered your package to re-trace their steps and confirm where the package was left.
• Opening a trace can take up to 5 business days. Once complete, if the package is not found, please contact East Essence and we will take it from there.
• Packages will not be replaced or refunded until the shipping company closes the case and has declared the package lost.

All of your items are made to order, inspected by our quality control team and packaged with love. But damaged packages due to mishandling in transit or by customs can happen. In cases like this, be sure to keep the packaging and take photos of it so that we can file a claim for any damaged items. Contact support@eastessence.com and we will assist you.

Change of Address:

• A change of address can only be done BEFORE the order has shipped out. Once the order has shipped, it is the customer's responsibility to call the shipping company and update the address
• We will not be responsible for a package going to the wrong address because of misinformation the customer entered.
• An invoice is emailed to the customer at the time you place your order. Be sure to review all information is correct.
• If you are away and will not be home to accept a package, you will have to call the shipping company and make arrangements for pick up or re-delivery.

Refused & Returned Package:

The cost of refusing a package is double the cost of shipping. Costs associated with refusing a package will be assumed by the customer and a 25% restocking fee will be assessed to the order.

Please contact East Essence if there is an issue with accepting your package. East Essence will not be responsible for orders that are returned or destroyed because the shipping company cannot get a hold of the customer. Once we email your tracking information, it is the customer's responsibility to look out for their tracking email and track their package.

Customs Fees:

East Essence clears orders in most major countries. If you receive a fee or bill, contact East Essence and we will see if you are eligible for a refund.

If an order is stuck in customs, we will try our best to clear it on your behalf.

Customs fee invoices must be provided within 30 days of receiving your package to be eligible for a refund or credit. Anything beyond that time is at our discretion.

If your order was not charged a VAT or customs fee at the time of order placement, then you will be responsible for the fee and clearing the package.

Express orders stuck in customs clearance are beyond our control; fees will not be refunded in this case.

Wrong or Damaged Item Received:

If you received an incorrect or damaged item, you must contact our team within 48 hours for assistance.

All of our items are made to order, so damage to an item will most likely occur in transit.

If an item is damaged in transit then it will need to be reported within 7 days or we will not be able to debit the shipping company.

Failure to notify us of a damaged, incorrect or faulty item within 48 hours will forfeit your right to receive a replacement or credit for the item.

If a faulty item is received, please email support@eastessence.com with the following:

• Order number
• Item with the issue
• Picture of item showing the issue

Package mix-ups can happen. If you receive another customer's package, contact us right away. We will work with you in a timely manner and correct the issue.

If a wrong package is received, please email support@eastessence.com with the following:

• Your order number
• A picture of the invoice inside of the package

Production Information

EastEssence.com works on a just-in-time method. Most items are made to order, which lets us customize lengths, sleeve length and special modification requests made by customers, and helps us keep inventory costs low so we can pass the savings on to customers.

Cancellation Policies

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 and over 24 hours since the order was placed, it will be assessed a 25% restocking fee, or a 50% restocking fee once it has shipped.

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.