FAQs

About Eastoan

Who we are?

Eastoan is a beauty online store which sells worldwide all types of cosmetic, wellness and beauty products. Eastoan was launched in 2019 and gradually we began to expand our products range to include more skin care, hair care, makeup products and more. Our mission is to provide our customers with quick and easy access to world’s most prestigious cosmetic brands at the best prices, advising and helping each customer to find the right products and shipping them safely and quickly.

Where do you ship from?

We are based in New York and all our shipments are made from here. 

How can I contact you?

Our friendly Customer Service will be glad to help you with any queries you may have during the opening hours from Monday to Friday: 9 am – 7 pm (Eastern Time Zone UTC-05:00).

The best way to contact us is by email at info@eastoan.com or by contact form available on ou website Contact Us page. We always try to respond to all emails within less than 2 working days. Please allow slightly more time after weekends/holidays or at promotional periods. You can also always try to reach out to us via social media or Chat, available in the left bottom corner of our website. If we are not able to assist you at the moment, you may send a message there or try to contact us in another way.

We speak fluently in English, Portuguese and Spanish. However, we will always answer every customer’s request, no matter the spoken language. Sometimes online translator becomes our best friend so please, be forgiving in case of any language mistakes 🙂

Ordering at Eastoan

How to order?

Ordering on our website is very fast and easy! You just have to follow these steps:

  1. Select the product and the quantity you want and add it to the shopping cart;
  2. Confirm and proceed to Checkout;
  3. Fill a simple form with billing address and/or shipping address; choose the shipping method (Regular Mail through National Post Office Service or Express Shipping through DHL- courier) and the payment method (PayPal, Credit Card or Debit Card or other) and place the order.

Do I need an account to place the order?

No, you don’t need it, you can place the order as a guest. However, we invite you to create an account 🙂

On Checkout Page, below the billing address window, you will also find an option to create an account that you will be able to use later. You can also create an account at any time by clicking on the “Account” button in the top right corner of the page.

If you have it and you are logged in while placing the order you will be able to place the order faster, because all requested information will be prefilled on Checkout Page. You will also be able to check all account information, check previous order(s), check the status of the order, tracking, invoices and much more. Remember to make sure that you are logged in while placing the order – another way, the order you’ve placed while logged out won’t appear in your account information.

How can I pay for the order?

Eastoan website offers payment via Paypal and Debit or Credit Cards. For some countries, we offer other payment methods, that are available only in those certain countries. For example: SOFORT, Boleto Bancário, iDEAL, Multibanco, OXXO and more. Please note these are only examples. If you did not find your desired payment method on the list above, please check for it on the Checkout page – remember to provide billing country first to see if there are any other options than Paypal and Debit or Credit Cards.

All payments are made in the chosen currency, that is always displayed next to the price and in the right top corner. The value displayed as “Total” is accurately the value that will be charged.

What is the estimated delivery time of my order?

Delivery time depends on the destination country and the shipping method you choose: Regular Mail through National Post Office Service and Express Shipping through DHL (courier). At the Checkout page, after choosing the country that you want your order to be shipped to, the delivery time will be automatically visible.
Below you can see exemplary times needed to deliver an order to some countries:

  • USA, Canada: Regular Mail – 3-9 business days; DHL – 1-4 business days
  • European Union: Regular Mail – 5-15 business days; DHL – 2-5 business days
  • Australia & New Zealand: Regular Mail – 10-15 business days; DHL – 3-6 business days
  • Brazil: Regular Mail – 6-20 business days; DHL – NOT AVAILABLE
  • Saudi Arabia: Regular Mail – 10-15 business days; DHL – 2-5 business days
  • United Arab Emirates: Regular Mail – 3-9 business days; DHL – 2-5 business days 

Please note these are only examples. If you did not find your country on the list above, please check the estimated delivery time on the Checkout page.

Please keep in mind that delivery time should be used as a guide only and that it is counted from the moment of dispatch. Eastoan cannot take responsibility for delays caused by customs clearance, lack of documentation, issues independent of us.

I want to buy a product at Eastoan website. What are the shipping charges?

We have shipping and handling costs that are automatically added to the value of the products you purchase. At the Checkout Page, you’ll have the final price and that’s exactly what you’ll have to pay.
The shipping costs depend on the items number, weight, destination and the shipping method you choose when placing the order – Standard Shipping or Express Shipping.
The best way to get this information is to add the products you want to the bag and proceed to Checkout. Here, choosing the Shipping Method and indicating your address, the shipping costs will appear. This way, you can proceed to order. Exception to be made to Free Shipping orders (orders above 120 USD)

How do I know that my order is confirmed?

Once your order is confirmed, you will receive an email confirming your order details. You will also be notified when we dispatch the item(s) with the respective tracking details.

There is a minimum value of purchases to have free shipping?

Yes, there’s a minimum amount to have free shipping: 120 USD, 100 €, 160 CAD, 165 AUD, 85 GBP (you can change the currency at the top right of our page).
You will be able to check the shipping cost before you proceed for payment.

Can I change the delivery address?

Yes, you can change the address by sending us an e-mail requesting the change and the new address. After the order is processed and shipped (after you receive the shipping confirmation e-mail), it is impossible to change the address.

Can I ship the products to an address that is different from my billing address?

Yes, Definitely! You can do so by filling in your address as the “billing address” and the address you wish to ship your order to as the “shipping address”.

Do you deliver to PO Boxes?

Yes. We deliver to PO Boxes (some exceptions may be applied).

Can I cancel my order?

You can, obviously, cancel your order, for any reason, up to the moment your order has been processed and shipped. After that, you cannot cancel your order, but you may return it. For instructions on how to do this, please refer to our Returns, Replacements and Refunds page.

Do I have to have an account to place an order at Eastoan?

No, you do not need to have an account. You can place an order as a guest, by just providing your email address for correspondence.
However, we highly recommend that you do create a Eastoan account. You will be able to receive our Newsletter and Special Offers.

How do I sign up for a Eastoan account?

All you need to do is provide us with your name, email address and a password of your choice. It’s that simple!

I chose Express Shipping and, in the Checkout page, it changes to Standard Mail. Why?

This happens because you purchased an aerosol product. Unfortunately, aerosol sprays are considered “Dangerous Goods” for our Delivery Company – DHL so it is not possible for us to ship this kind of products with Express Shipping.

I want to see the prices of the products in my country’s currency. How can I do it?

The currency will be set according to your location and displayed at checkout. You can choose your country from our list on the top right of our website. This way you can have access to all the information you need.

Payments

How do I pay for a Eastoan purchase?

You can pay securely with the following Payment Methods:

  • Worldwide: Visa, MasterCard, American Express, JCB, Discover Network, Diners Club International, and Paypal;
  • Brazil: Visa, MasterCard, American Express, JCB, Discover Network, Diners Club International, National Credit Cards, PayPal, Boleto Bancário;
  • Chile – Visa, MasterCard, American Express, JCB, Discover Network, Diners Club International, National Credit Cards, PayPal, Boleto Bancário;
  • México – Visa, MasterCard, American Express, JCB, Discover Network, Diners Club International, National Credit Cards, PayPal, Boleto Bancário;
  • Colômbia – Visa, MasterCard, American Express, JCB, Discover Network, Diners Club International, National Credit Cards, PayPal, Boleto Bancário;
  • Some cards may require authorization from the issuing bank.

How safe is it to use my debit/credit card or make an online payment on Eastoan?

All the payments done at Eastoan website are processed over an SSL connection and is 100% secure.
This is an industry-standard secure payment method so that we can ensure that all your online transactions at Eastoan are processed in an extremely secure environment.

What steps does Eastoan take to prevent card fraud?

Our trusted online payment partners monitor transactions continuously for suspicious activity and flag potentially fraudulent transactions for manual verification by our team:
When our team is unable to rule out the possibility of fraud categorically, the transaction is kept on hold, and the customer is requested to provide identity documents.
The ID documents help us ensure that the purchases were indeed made by a genuine card holder.

How can I use a discount/coupon code on my order?

When you click on the “place order” button, you are directed to a page where you can insert your discount/coupon code.
On this page, you can enter the discount code and the respective discount will be applied to your order.
You can then proceed to checkout and pay the remaining amount.
Note: Only one coupon code can be used on a single order. In case of suspected misuse of coupons, Eastoan reserves the right to cancel orders.

Do I have to pay Customs tax when buying from Eastoan?

Standard Mail: For countries outside the United Sate, orders can be randomly selected for scanning by the customs office. Most of the items are not taxed, however, packages can be randomly selected for inspection. This review may result in the taxation of goods and delay in delivery. The fee is the responsibility of the Customs of the destination country. Any rate is not applied or reverts to Eastoan. We cannot know in advance whether this process will happen or not so we cannot warn you when you place an order. If this happens, you will be contacted to pay the taxes. If you refuse to do so, your order will return to us.

Express Mail: For countries outside the United Sate, you will not be required to pay any extra charges unless you’re in countries like Canada, Brazil, India, Afghanistan, Argentina, Peru, México, Philippines, Switzerland, and Norway. In these cases, the client will be charged in the delivery and the fee is the responsibility of the Customs of the destination country. Any rate is not applied or reverts to Eastoan.

Shipping and Delivery Policies

Does Eastoan ship to my address?

We ship worldwide using DHL Express or Standard Mail.
Please note: Some countries have tightened customs restrictions on import shipments, which can lead to delays in delivery.
After an order is placed, how it is processed by Eastoan?
After the payment is confirmed, we make an effort to post the items on the same or the next business day. If the product is not available at the moment, we allow 3 business days for shipping the product. If any paid product is unavailable for more than 3 business days, the customer will be contacted and informed of the deadline for restocking and choose between waiting or refund.

My order has been shipped. Now how can I trace it?

The orders sent by Eastoan have an associated tracking code sent by email once the order is posted with all the information to track your order.
In the following link, you can find the tracking website for your country: http://www.track-trace.com/post
However, there are some exceptions. Shipments made with Standard Mail not always offer the possibility of tracking. However, this information will be presented to you at the Checkout page before submitting your order.

Returns, Replacements, and Refunds

How do I return/exchange an item purchased on Eastoan?

At Eastoan, our main goal is your complete satisfaction so purchasing with us is easy and fully transparent and we offer an “Easy Return Policy” through which you can make a return/exchange request of a product within 14 days of its delivery.

If, after receiving your order, you want to return or exchange a product, you should proceed accordingly to the following steps:

  1. Send us an email at info@eastoan.com communicating the intention to exchange or return the product within 14 days of receiving the order;
  2. Provide us with your order ID details (Order Number) and mention the reference (s) of the product (s) you want to exchange and/or return;
  3. You will receive an email from us indicating all the information you need for return or exchange the product (s).

If you proceed accordingly to the information on the e-mail and the products are received by us in their original packaging with their seals, labels, and barcodes intact, you will receive a new product, a voucher for a future purchase or the refund through your original payment method (depending on the situation). In the case of refund, it can take up to 14 working days to be processed and 5 to 10 days to be available on your account after processing. You will receive an e-mail confirming your account has been credited once your refund is processed.

Important:

  1. Eastoan will only return/exchange an item if it was received by the client when delivered, meaning that, in case of Express Delivery (by DHL), the client must accept the order and then, proceed to return/exchange (refusing the delivery is not valid as return/exchange).
  2. If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.

Which are the items that cannot be returned/exchanged?

In order for the return or exchange to be accepted, it must respect the following rules:

  • The product has to be sealed in its original packaging, including the protective cellophane or labels (if any);
  • If the product box has no mark or seal, you must keep intact the seal of the product, or any other protection marks;
  • You shall ensure that the product conforms to all the accompanying components: samples, gifts, among others, respecting the original shipping conditions;
  • Preserve the invoice, bearing in mind that a copy of it must accompany the return of the product to Eastoan.