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.
Can I cancel my order?
We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to cancel it at this time as many items are made to order in our Los Angeles studio.
Should the item(s) not work out, make sure to exchange for a preferred style or return for store credit within 7 days.
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. Once and order is placed it cannot be cancelled.
How to process a return
WE ACCEPT RETURNS FOR EXCHANGE OR STORE CREDIT ONLY WITHIN 7 DAYS OF YOUR RECEIVING THE ORDER. ITEMS MARKED DOWN AS SALE ITEMS ARE FINAL SALE. ORDERS PLACED USING PROMO CODES ARE NOT CONSIDERED SALE ITEMS.
PLEASE CONTACT US AT INFO@EASTNWESTLABEL.COM FOR OUR RETURN SHIPPING ADDRESS. WE DO NOT COVER RETURN SHIPPING, HOWEVER IF YOU PREFER WE PROVIDE A LABEL, THE COST OF SHIPPING WILL BE DEDUCTED FROM YOUR CRDIT AMOUNT.
ONCE WE RECEIVE YOUR PACKAGE, WE WILL PROMPTLY ISSUE A CREDIT FOR THE ITEMS THAT YOU SPECIFY. YOUR CREDIT WILL NEVER EXPIRE! YOU WILL BE NOTIFIED VIA EMAIL WHEN YOUR RETURN PACKAGE IS RECEIVED AND YOUR CREDIT HAS BEEN PROCESSED.
FOR U.S. CUSTOMERS, PLEASE KEEP YOUR TRACKING NUMBER SO YOU CAN TRACK YOUR PACKAGE ONCE IT LEAVES YOUR HANDS. WE CANNOT GUARANTEE A LOST RETURN THAT HAS BEEN SENT WITHOUT TRACKING.
IF YOU HAVE ANY QUESTIONS PLEASE FEEL FREE TO CONTACT US AT INFO@EASTNWESTLABEL.COM.
Domestic Returns
PLEASE EMAIL US AT INFO@EASTNWESTLABEL.COM WITH YOUR ORDER NUMBER, ITEM TO EXCHANGE, AND REASON FOR EXCHANGE. ONCE WE APPROVE RETURN AND RECEIVE THE ITEM, YOUR CREDIT WILL BE PROCESSED OR YOUR EXCHANGE WILL BE SENT OUT.
WE DO NOT PROVIDE RETURN SHIPPING!
ITEMS MARKED DOWN AS SALE ITEMS ARE FINAL SALE AND NOT ELIGEABLE FOR RETURNS.
International Returns
WE ARE SO SORRY BUT WE CANNOT PROCESS INTERNATIONAL RETURNS AT THIS TIME DUE TO THE HIGH COST OF POSTAGE.
IF YOU PROVIDE THE WRONG SHIPPING INFORMATION OR DO NOT INCLUDE AN APT/SUITE NUMBER AND THE ITEM IS RETURNED TO US, YOU WILL BE RESPONSIBLE FOR COSTS OF RESHIPMENT.
WE ARE NOT RESPONSIBLE FOR CUSTOMS FEES OR TAXES HOWEVER WE WILL MARK YOUR ORDER AS A GIFT TO AVOID LARGE FEES. WE ARE NOT RESPONSIBLE FOR DELAYS ONCE THE ORDER HAS BEEN SHIPPED (IE DELAYS DUE TO WEATHER, HOLIDAYS, CUSTOMS DELAYS, ETC), PLEASE BE PATIENT. THIS IS OUT OF OUR CONTROL.
ITEMS MARKED DOWN AS SALE ITEMS ARE FINAL SALE AND NOT ELIGEABLE FOR RETURNS.
Domestic Shipping
WE USE UPS, AND USPS GROUND, 1-DAY, 2-DAY AND 3-DAY SHIPPING ON ALL ORDERS WITHIN THE CONTINENTAL U.S. SHIPPING TURNAROUND DEPENDS ON YOUR LOCATION.
MOST OF OUR ORDERS ARE SHIPPED WITHIN 1-4 BUSINESS DAYS DEPENDING ON THE ITEM. SOME PIECES ARE MADE TO ORDER AND REQUIRE AN EXTRA DAY OR TWO! ITEMS AVAILABLE SHIP DATE (IF NOT POSTED) WILL BE POSTED WHEN ADDED TO CART, BECAUSE ALL OF OUR PIECES ARE HANDMADE IN LA, THERE IS A CHANCE IT WILL TAKE AND EXTRA DAY OR TWO LONGER TO SEND OUT, PLEASE SEND US AN EMAIL IF YOU NEED IT RUSHED AND WE WILL DO OUR BEST TO GET IT TO YOU AS QUICKLY AS POSSIBLE!
ONCE YOUR ORDER IS SHIPPED, WE ESTIMATE YOU WILL RECEIVE YOUR ORDER WITHIN 2-5 BUSINESS DAYS OF ITS SHIP DATE DEPENDING ON YOUR LOCATION. SHIPPING TIMES MAY VARY, BUT WE DO TAKE RUSH ORDERS INTO CONSIDERATION IF WE ARE NOTIFIED ON TIME... THOSE SPECIAL OCCASIONS DO SNEAK UP ON US!
International Shipping
WE GLADLY SHIP WORLDWIDE!
PRICE FOR SHIPPING DEPENDS ON YOUR LOCATION. ONCE YOUR ORDER IS SHIPPED, WE ESTIMATE YOU WILL RECEIVE YOUR ORDER WITHIN 3-15 BUSINESS DAYS OF ITS SHIP DATE. SHIPPING TIMES MAY VARY, BUT REST ASSURED WE WORK OUR HARDEST TO GET YOU YOUR ORDER AS QUICKLY AS POSSIBLE!
TAXES AND CUSTOMS
WE ALWAYS MARK INTERNATIONAL ORDERS AS GIFTS, HOWEVER WE CANNOT FORESEE ANY ADDITIONAL CUSTOMS FEE, DUTIES, OR TAXES. GIFTS DO NOT NORMALLY GET TAXED BUT ON THE OFF CHANCE THERE ARE ADDITIONAL CHARGES, THESE ARE THE RESPONSIBILITY OF THE RECEIVER.
WE ARE NOT RESPONSIBLE FOR DELAYS ONCE THE ORDER HAS BEEN SHIPPED (IE DELAYS DUE TO WEATHER, HOLIDAYS, CUSTOMS, ETC), PLEASE BE PATIENT. THIS IS OUT OF OUR CONTROL.
Lost Packages
PLEASE MAKE SURE YOUR SHIPPING ADDRESS IS CORRECT WHEN YOU ORDER. ORDERS THAT ARE RETURNED BECAUSE OF AN INVALID ADDRESS MAY INCUR AN ADDITIONAL SHIPPING CHARGE OR $28 INTERNATIONAL SHIPPING CHARGE IF THEY ARE RETURNED TO US AND NEED TO BE RESHIPPED. NO EXCEPTIONS.
AFTER AN ORDER HAS BEEN SHIPPED TO THE ADDRESS GIVEN TO US, WE CANNOT BE HELD RESPONSIBLE FOR LOST, MISSING, OR STOLEN PACKAGES! THOUGH WE ARE ALWAYS WILLING TO HELP, IT IS UP TO YOU TO RESOLVE LOST OR STOLEN PACKAGE DISPUTES USING THE TRACKING NUMBER WE PROVIDE YOU. AS EVERY ADDRESS IS DIFFERENT, PLEASE PROVIDE ALL INFORMATION IE GATE CODES, APT NUMBERS, ETC SO YOUR PACKAGE DOESN’T GET RETURNED TO US.
PLEASE NOTE, WE DO NOT SHIP ON WEEKENDS OR HOLIDAYS AND ORDERS PLACED ON FRIDAYS AFTER 2PM MAY NOT BE SHIPPED UNTIL THE FOLLOWING MONDAY MORNING.
Presales
ONCE A PRESALE ORDER IS PLACED, WE CANNOT CANCEL IT. YOU WILL NOT RECEIVE SHIPPING CONFIRMATION UNTIL THE ORDER SHIPS BY OR BEFORE THE PRESALE DATE POSTED ON THE ITEMS DESCRIPTION.
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HAVE QUESTIONS ABOUT YOUR ORDER, OR A GENERAL ENQUIRY?
Terms & Conditions
TERMS & CONDITIONS IN SHORTBY ORDERING ANY OF OUR PRODUCTS, YOU AGREE TO BE BOUND BY THESE TERMS & CONDITIONS.BY PLACING AN ORDER AT EASTNWEST, YOU WARRANT THAT YOU ARE AT LEAST 18 YEARS OLD OR HAVE PARENTS' PERMISSION TO BUY FROM US.ALL PERSONAL INFORMATION YOU PROVIDE US WITH OR THAT WE OBTAIN WILL BE HANDLED BY EASTNWEST AS RESPONSIBLE FOR THE PERSONAL INFORMATION.EVENTS OUTSIDE EASTNWEST'S CONTROL SHALL BE CONSIDERED FORCE MAJEURE.THE PRICE APPLICABLE IS THAT SET AT THE DATE ON WHICH YOU PLACE YOUR ORDER.SHIPPING COSTS AND PAYMENT FEES ARE RECOGNIZED BEFORE CONFIRMING THE PURCHASE.CARD INFORMATION IS TRANSMITTED OVER SECURE SSL ENCRYPTION AND IS NOT STORED.PLEASE NOTE THAT LOCAL CHARGES MAY OCCUR.EASTNWEST RESERVES THE RIGHT TO AMEND ANY INFORMATION WITHOUT PRIOR NOTICE.TERMS & CONDITIONS
THIS PAGE CONTAINS THE TERMS & CONDITIONS. PLEASE READ THESE TERMS & CONDITIONS CAREFULLY BEFORE ORDERING ANY PRODUCTS FROM US. YOU SHOULD UNDERSTAND THAT BY ORDERING ANY OF OUR PRODUCTS, YOU AGREE TO BE BOUND BY THESE TERMS & CONDITIONS.
BY PLACING AN ORDER AT EASTNWEST, YOU WARRANT THAT YOU ARE AT LEAST 18 YEARS OLD (OR HAVE PARENTS' PERMISSION TO BUY FROM US) AND ACCEPT THESE TERMS & CONDITIONS WHICH SHALL APPLY TO ALL ORDERS PLACED OR TO BE PLACED AT EASTNWEST FOR THE SALE AND SUPPLY OF ANY PRODUCTS. NONE OF THESE TERMS & CONDITIONS AFFECT YOUR STATUTORY RIGHTS. NO OTHER TERMS OR CHANGES TO THE TERMS & CONDITIONS SHALL BE BINDING UNLESS AGREED IN WRITING SIGNED BY US.
PERSONAL INFORMATION
ALL PERSONAL INFORMATION YOU PROVIDE US WITH OR THAT WE OBTAIN WILL BE HANDLED BY EASTNWEST AS RESPONSIBLE FOR THE PERSONAL INFORMATION. THE PERSONAL INFORMATION YOU PROVIDE WILL BE USED TO ENSURE DELIVERIES TO YOU, THE CREDIT ASSESSMENT, TO PROVIDE OFFERS AND INFORMATION ON OUR CATALOG TO YOU. THE INFORMATION YOU PROVIDE IS ONLY AVAILABLE TO EASTNWEST AND WILL NOT BE SHARED WITH OTHER THIRD PARTIES. YOU HAVE THE RIGHT TO INSPECT THE INFORMATION HELD ABOUT YOU. YOU ALWAYS HAVE THE RIGHT TO REQUEST EASTNWEST TO DELETE OR CORRECT THE INFORMATION HELD ABOUT YOU. BY ACCEPTING THE EASTNWEST CONDITIONS, YOU AGREE TO THE ABOVE.
LOCAL TAXES
PLEASE NOTE THAT LOCAL CHARGES (SALES TAX, CUSTOMS DUTY) MAY OCCUR, DEPENDING ON YOUR REGION AND LOCAL CUSTOMS DUTIES. THESE CHARGES ARE AT THE CUSTOMERS OWN EXPENSE.
ADDITIONAL INFORMATION
EASTNWEST RESERVES THE RIGHT TO AMEND ANY INFORMATION, INCLUDING BUT NOT LIMITED TO PRICES, TECHNICAL SPECIFICATIONS, TERMS OF PURCHASE AND PRODUCT OFFERINGS WITHOUT PRIOR NOTICE. AT THE EVENT OF WHEN A PRODUCT IS SOLD OUT, EASTNWEST HAS THE RIGHT TO CANCEL THE ORDER AND REFUND ANY AMOUNT PAID IN THE BEST WAY. EASTNWEST SHALL ALSO NOTIFY THE CUSTOMER OF EQUIVALENT REPLACEMENT PRODUCTS IF AVAILABLE.
SQUAREPACE IS NOT RESPONSIBLE FOR ANY CONTENT, INTERACTIONS OR TRANSFERS MADE ON HTTP://SHOP.EASTNWESTLABEL.COM.
PAYMENT
ALL PRODUCTS REMAIN EASTNWEST'S PROPERTY UNTIL FULL PAYMENT IS MADE. THE PRICE APPLICABLE IS THAT SET AT THE DATE ON WHICH YOU PLACE YOUR ORDER. SHIPPING COSTS AND PAYMENT FEES ARE RECOGNIZED BEFORE CONFIRMING THE PURCHASE. IF YOU ARE UNDER 18 YEARS OLD YOU MUST HAVE PARENTS' PERMISSION TO BUY FROM EASTNWEST.
ALL TRANSFERS CONDUCTED THROUGH EASTNWEST ARE HANDLED AND TRANSACTED THROUGH THIRD PARTY DEDICATED GATEWAYS TO GUARANTEE YOUR PROTECTION. CARD INFORMATION IS NOT STORED AND ALL CARD INFORMATION IS HANDLED OVER SSL ENCRYPTION. PLEASE READ THE TERMS & CONDITIONS FOR THE PAYMENT GATEWAY CHOOSEN FOR THE TRANSACTION AS THEY ARE RESPONSIBLE FOR THE TRANSACTIONS MADE.
Privacy Policy
WE KEEP YOU PRIVATEWHAT INFORMATION DO WE COLLECT?WE ONLY COLLECT INFORMATION FROM YOU WHEN YOU REGISTER ON OUR SITE OR PLACE AN ORDER. WHEN ORDERING/REGISTERING ON OUR SITE, AS APPROPRIATE WE MAY ASK YOU TO ENTER YOUR: NAME, E-EMAIL, MAILING ADDRESS, PHONE NUMBER, OR CREDIT CARD INFORMATION. HOWEVER, YOU CAN BROWSE OUR SITE ANONYMOUSLY.WHAT DO WE USE YOUR INFORMATION FOR?ANY INFORMATION WE COLLECT IS ONLY USED FOR THE FOLLOWING WAYS:*TO IMPROVE OUR WEBSITE AND YOUR EXPERIENCE: WE WANT EACH AND INDIVIDUAL PERSON TO FEEL SPECIAL AND YOUR INFORMATION MAY HELP US GET A BETTER UNDERSTANDING OF YOUR INDIVIDUAL NEEDS TO IMPROVE YOUR EXPERIENCE US. WE CONTINUALLY STRIVE TO IMPROVE OUR WEBSITE BASED ON INFORMATION AND FEEDBACK WE RECEIVE FROM YOU :)*TO IMPROVE CUSTOMER SERVICE: WE STRIVE TO BE THE BEST AND TO RESPOND TO YOUR CUSTOMER SERVICE REQUESTS AND NEEDS.*TO PROCESS TRANSACTIONS: YOUR INFORMATION WHETHER PUBLIC OR PRIVATE, WILL NOT BE SOLD, EXCHANGED, TRANSFERRED, OR GIVEN TO ANY OTHER COMPANY FOR ANY REASON WHATSOEVER, WITHOUT YOUR CONSENT, OTHER THAN FOR THE EXPRESS PURPOSE OF DELIVERING THE PURCHASED PRODUCT OR SERVICE REQUESTED.*YOUR PHONE NUMBER OR EMAIL ADDRESS MAY ONLY BE USED TO CONTACT YOU IF THERE IS AN ISSUE WITH YOUR ORDER.HOW DO WE PROTECT YOUR INFORMATION?WE HAVE A VARIETY OF SECURITY MEASURES TO MAINTAIN PROTECTION AND SAFETY OF YOUR PERSONAL INFORMATION WHEN YOU PLACE AN ORDER, OR ENTER PERSONAL INFORMATION.ALSO AFTER ALL TRANSACTIONS YOUR PRIVATE INFORMATION (CREDIT CARD, FINANCIALS, ETC.) WILL NOT BE STORED ON OUR SERVERS.DO WE DISCLOSE ANY INFORMATION TO OUTSIDE PARTIES?WE NEVER SELL, TRADE, OR OTHERWISE TRANSFER TO OUTSIDE PARTIES YOUR PERSONAL INFORMATION. THIS DOES NOT INCLUDE TRUSTED THIRD PARTIES WHO AGREE TO KEEP THIS INFORMATION CONFIDENTIAL. WE MAY ALSO RELEASE YOUR INFORMATION WHEN WE BELIEVE RELEASE IS APPROPRIATE TO COMPLY WITH THE LAW, ENFORCE OUR SITE POLICES, OR PROTECT OURS OR OTHERS RIGHTS, PROPERTY OR SAFETY. HOWEVER, NON-PERSONALLY IDENTIFIABLE VISITOR INFORMATION MAY BE PROVIDED TO OTHER PARTIES FOR MARKETING, ADVERTISING, OR OTHER USES.
IF YOU HAVE ANY QUESTIONS OR CONCERNS, PLEASE CONTACT
BRITTANY CERULLO
Brittany@eastnwestlabel.com
