How can we help?

FAQ

Ordering

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

If a certain product does not have a size guide or your question isnt answered, email us at info@eastnwestlabel.com OR message us in the chat box at the bottom of the screen! We would love to help make sure you find the right item for you! <3

Can I cancel my order?

We completely get it, we change our minds too! While we wish we could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future when our team is a bit bigger.

Should the item(s) not work out, make sure to exchange for a preferred style or return for store credit.

Product Care

Some of our pieces are fragile!

For items with fringe or tassels, we do not recommend washing in a washing machine or drying in a dryer. Spot clean or hand wash cold and lay flat to dry.

If your item has damaged macrame fringe, cutting the damaged ends with a sharp scissor will reseal the edges of the fringe and prevent further unravelling.

If your item has sequin applique lettering, we do not recommend putting in the washing machine or taking to a dry cleaner as sometimes they damage the lettering. These ideally should be spot cleaned or hand washed and lay flat to dry.

If you are unsure how to properly care for your item or you get a scary looking snag or stain, email us at info@eastnwestlabel.com or DM us in the chat box at the bottom of this window and we will try to give you more specific suggestions to clean your pieces!

Shipping, Returns & Exchanges

We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.

What is the shipping policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Please make sure your shipping address is correct when placing your order, we are not responsible for orders delivered to the wrong address or lost at the delivery location. If your order is lost or stolen, please contact the carrier for help in tracking down your package.

Do you ship overseas?

Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout depending on your location. We mark all international orders as gifts to help avoid some of the fees, however we are not responsible for extra taxes that might be added in your location.

What is your Return Policy?

We happily accept returns for exchange or store credit within a 7 day window of you receiving the order. We only accept returns of items unworn with tags attached. If your return shows sign of wear or is in sellable condition we will send the item(s) back to you. Sale items are Final Sale.

After 7 days, your order is no longer eligible for return.

Please email us at info@eastnwestlabel.com with your order number to start your return.

Because we are a very small brand and everything is made in Los Angeles or Made to order in our Costa Mesa, CA Studio, we understand our policy is strict compared to many larger companies. But we will do everything we can to ensure a positive shopping experience! <3

Get in touch

Have questions about your order, or a general enquiry?