In order for the return to be accepted, it must respect the following rules:
- The product must never be used or opened;
- 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 box, or any other packaging;
- You shall ensure that the product conforms to all the accompanying components: samples, gifts, among others, respecting the original shipping conditions;
Any problems regarding products purchased on our website, after opening and using them, should be consulted with a certain manufacturer directly.
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” wherein you can make a return request of a product within 14 workdays of its delivery.
Before attempting to return an order, you will need to contact our customer service team to request a returns authorization. It is very important that you wait for our email with the return information and save product(-s) under the same conditions that you’ve received them in order to return it. Observe the maximum period of 7 days after our confirmation of your order to send the product(-s) to our address along with any documents instructed by us.
After receiving the product(-s) back – if you proceed accordingly to all the information and the product(-s) are received by us in their original packaging – we will review the case within 5 working days and contact you via email providing confirmation. In case of refund, it can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.
We are more than happy to cover/refund the cost of return when it is required due to our error.
We will not refund the cost of returning the order if the return is caused by the customer’s mistake or if the product(-s) is no longer wanted or required. These costs will need to be covered by you.
In the first place, please contact our Customer Service team via e-mail (email@example.com) to arrange your return.
We need you to let us know the order number and the item(-s) you want to return. Send that information along with an explanation of the situation to our email, attaching photos (if necessary). Upon receipt of these details, we will provide you with instruction and all the necessary information/documents needed to arrange the return. Return process depends on the country you are in.
Due to Customs regulations, returns from some countries via DHL might not be possible.
Orders originally shipped with Regular Mail through National Post Office Service: In such case, you need to ship the parcel through national post office service by simply preparing the parcel and posting it in your local post office, with regular mail. After contacting us, we will provide you with return document that you will have to print and attach to the parcel. In that case, we cannot know in advance what will be the price of shipping the product(s) back to us.
Returned and cancelled orders
You can cancel the order by contacting us, via email, as long as the order has not yet been shipped. Please provide all necessary information regarding your order: order number or eventually full name used to place the order. We will get back to you via email informing you about the status of your order! Please keep in mind that unless cancellation takes place before the shipment has been processed, your order cannot be stopped and will be delivered to you. At this point, you will be able to process with a return.
After confirming the status of the order, we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. You will receive an e-mail confirming your account has been credited once your refund is processed.
Providing an incomplete or incorrect address may lead to the parcel being returned to Eastoan. Hence, we recommend to always make sure that the delivery address provided when placing the order is correct and complete.
In case of delivery with Regular Mail through National Post Office Service, once the order is shipped it is no longer possible to change the delivery address.
In such a case, the parcel will reach the destination country and will be returned to us after some time. After receiving the parcel, we will contact you immediately via email and you will decide which solution is better for you:
- if you want us to send the order again (meaning you will have to cover the cost of reshipment);
- or if you want us to cancel your order at this point (in such case the cost of shipping is not refundable). In that case, we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed
If the order will return to us as “Unclaimed” – meaning you did not collect the parcel from the post office on time or parcel did not pass through clearance event – we will proceed exactly the same as above.
If the customer does not finalize the clearance process (for any reason), the order returns to the sender (us) – with some exceptions (!). In that case, the amount to be returned is related only to products purchased in the store, not including the freight charge(s) – both sides, or fee resulting from payment with instalments. In this case, all additional charges will be the responsibility of the customer!
The refund of the amount paid by the customer upon purchase is made after the arrival of goods to us. We will inform you via email about it and we will process a refund back to the original account used to purchase the item. It can take extra 5-10 working days to be processed.
In the case of Express Shipping through DHL incorrect or incomplete address can be corrected or changed. You can do it by contacting us or by contacting directly with DHL department in your country. If you will not notice a mistake or lack of some information, DHL will contact you to the provided phone number. If they won’t be able to get in touch with you, we will be noticed about that and we will try to solve the problem at our end.
Please remember that in the case of DHL shipments, the tracking information is erased from the system after 3 months and it is no longer possible to trace the delivery route. Thus, after that time we will not be able to accept complaints regarding such deliveries.
Faulty and wrong item(-s)
It is important that you check your order or items upon receipt and always before use. Although we try our best to prevent any damage to your goods during transportation, it is possible that problems may occur. We also have high standards when it comes to preparing your order however mistakes, can occur from time to time. Please accept our apologies if you have received a damaged or wrong item. If any errors occur or issues arise then these need to be reported to us immediately so we can investigate. Please provide details of the fault and attach pictures of the parcel and problematic product (-s) to your message so we can have any chance of evaluating the situation. As part of our customer objectives, we will do our upmost to resolve your query with speed, ease and with absolute minimal inconvenience.
We will review each case individually and provide the best solution possible. We can offer refund, partial refund, discount for future purchase or reshipment of the item(-s). In case of refund we will process it back to the original account used to purchase the item. It can take extra 5-10 working days to be processed. Our aim is to provide the best solution for you as quickly as possible.