customer care

RETURN POLICY 

We are happy to offer our customers a full refund, exchange or store credit on a product if the item(s) are:

  • In original purchase condition.
  • All tags, stickers are intact.
  • The items has not been worn or washed.
  • The returned items are accompanied by original purchase receipt.

All returns must be posted back within 30 days of original delivery date.

East Studios offers free shipping on domestic returns only. International customers are required to pay for returned shipping.

Simply email hello@east-studios.com and we will allocate a Returns Authorisation (RA) number for you, and give you all the details you need!

Please note: (International) we are unable to be held liable for the loss of your item(s) being returned. We recommend using a registered postal service to return goods, and keeping a record of the tracking details.

We have a warehouse based in Australia, specifically chosen to facilitate all of our Returns.

We will provide you with the full address when we allocate your Returns Authorisation number to you!

We aim to process returns as quickly as possible. If you are initiating a return, we try our best to reply with your Returns Authorisation (RA) number within 24 hours.

If you're exchanging your item, we will send your new item(s) out, and email you a new tracking number within 1-2 business days.

If you select a refund, we will refund you through the same method you used to pay (Paypal or debit/credit card) within 5-7 business days.

PROCESSING YOUR ORDER

We aim to process and pack all orders within 24 hours of receiving confirmation of successful payment. All orders placed on weekends or Public Holidays will be processed and packed the following business day.

Once you order has been processed and packed from our warehouse in Australia it will be ready for shipping via the appropriate courier service. Delivery time will vary based on location. Please see our estimates below for approximate delivery transit times to your area.

 SHIPPING & DELIVERY

All online orders are shipped in protective packaging and delivered with a trusted shipping provider. We endeavour to process, pack and ship your orders as fast as possible however sometimes delays cannot be avoided. For further information, please read and understand the details of our Shipping Policy below.

DELIVERY AREA

ESTIMATED DELIVERY TIME

Australian Metropolitan Areas

 

1-3 business days from dispatch

Australian Rural Areas

(outside Metro areas)

 

3-7 business days from dispatch

International

(most countries and regions)

3-7 business days from dispatch

 


All shipments are completely trackable online. You will receive an email notification with a tracking number and a link to track your parcel with the appropriate courier company once your order has been processed and packed. Links to these companies have also been provided below (please note that you will require a tracking number to track your item with one of these companies):

DHL EXPRESS track your order  

AUSTRALIA POST track your order


CUSTOMS DUTIES AND TAXES

The responsibility of payment for any applicable custom duties, foreign taxes or other fees which may be imposed rest with the customer. Unfortunately, we cannot be held liable to pay any duties or taxes which may be imposed by customs in the country where the order is being delivered. Please be aware that if you refuse to pay any applicable customs duties and taxes for your shipment, the product will be returned to our warehouse and the cost of return shipping will be deducted from your refund.

We encourage you to contact your local customs office for more information regarding the potential taxes and duties payable in your region prior to ordering.

For countries within the EU please refer to your local import laws regarding additional VAT charges relating to the purchase of goods from overseas.

INSURANCE

Unfortunately our shipping options do not provide insurance. If you wish to add insurance for your order please contact our Customer Care Team at hello@east-studios.com before, or as soon as you have placed your order. Please be aware that if your order has already been picked up for delivery, insurance will not be able to be added.

ORDER ARRIVES DAMAGED OR FAULTY?

Whilst we hope this never happens, if you do receive damaged goods, or have a manufacturing fault occur, please contact us immediately at hello@east-studios.com so we can personally assist you and sort out your problem as quickly as possible.