FAQS

Store + Pop-Ups

Do you have a physical store?

We do not have a physical store. Our exclusively online presence allows us to be agile in bringing to you the latest trends at competitive prices. However, we do have periodic pop-ups where you can try on anything you like, get size and styling advice, meet our lovely team and place your orders.

Which pieces are on display at the pop-ups?

Our pop-ups showcase the top-sellers and the most sought after products based on customer feedback. If there is anything that you’d like to see at a pop-up, just ask. We’ll work on it!

Style + Size

If I get a standard size, will I be able to alter it?

We always leave enough margins. So, if standard sizing is your preference, rest assured that you will be able to the alter the garment with your local tailor without running into any issues. Please refer to our size guide for standard size measurements.

Is custom sizing FREE?

Yes, custom sizing is absolutely COMPLEMENTARY.
Please note that there may be extra charges for design modifications or XL sizes if they require extra time, work or fabric. We will always get you a quote and secure your approval for the incremental charges before moving the item into production.

How do I provide my custom size?

If you have selected a “Custom” sizing option, we will email you a form along with a guide where you can enter your measurements. Simply fill out the form and return it to us. Our team will double checking everything and reach out to you if something seems amiss.

Do you offer style advice?

Of course! We love working with our clients and are happy to suggest outfits, style modifications and accent jewelry to complete your perfect outfit. Contact us at [email protected] and we’ll chat.

Can I modify the style of an outfit?

Depending on the designer, modifications to size, colour and work on an outfit may be possible. Please contact [email protected] to find out what modifications are feasible. Please note that, depending on the modifications, an incremental charge may apply for the changes.

Designer + Product Quality

Will the outfit be the same as the image I see online?

We have made every effort to display the colours of our products as accurately as possible on the website. However, we cannot guarantee that your computer’s display of the pictures on our website accurately reflect the colours of the products that will be delivered to you. Please email us at [email protected] if you have any questions about a product.

Do you sell authentic designer outfits?

Yes! All of our outfits are created and crafted by the designers and their artisans. We do not sell replicas or imitations.

Shipping + Delivery

Is shipping free?

Yes, we offer free shipping on our APPAREL to most major cities worldwide. We also offer free shipping on ACCESSORIES for all delivery addresses in the US and Canada.

If you do have a question regarding the eligibility of your location for complimentary shipping, please do reach out to us at [email protected] and we will confirm the same.

How can I check the status of my order?

You can log into your East Boutique account at any time and select “My Orders” to review your order status. Once your order is shipped, you will receive a tracking number via email so that you can track the shipment while it makes its way to you.

What does "Estimated Delivery Time" mean?

This is an estimate of when the product will be delivered to you.
Please note that based on volume and capacity, some orders may be processed earlier than the time shown on our website. For all urgent orders please contact [email protected]

How long will it take for my order to ship?

As our products are made-to-order, there is usually a 3-4 week production time before the item is shipped out for delivery. Once shipped, delivery typically takes 1-2 weeks depending on your location. Once your order is shipped, you will receive a tracking number via email so that you can track the shipment while it makes its way to you.

*Please note that owing to the current COVID-19 safety protocols, estimated delivery times have been revised to 6 weeks.

For all urgent orders please contact [email protected]

Will I have to pay any duties or taxes?

Your order may be subject to import duties and taxes which are applied when it reaches the delivery destination. You will be responsible for the payment of any such import duties and taxes. Please note that we have no control over these charges as they are set by your local jurisdiction. Please contact your local customs office for further information before placing your order.

Returns / Exchange + Cancellation

Do you accept returns or offer exchanges?

In an effort to reduce textile waste, we do not stock excess inventory. All our apparel is made-to-order. As such, we DO NOT accept returns or offer exchanges.  However, if your product arrives faulty or incorrect, we will make every effort to remedy the situation. Please contact [email protected] within 24 hours of delivery for more details.

Please note that products are considered faulty only if they have a severe manufacturing defect or damage making it unfit for you to wear or use. Items that are damaged due to normal wear are not considered faulty or damaged products. Since our products are hand-crafted, there may be minor variations in color as compared to your screen monitor, but the same would not warrant the garment as ‘faulty’.

What if my item arrives faulty or incorrect?

All our products go through a stringent quality assurance process. As such, defects are rare. However, if your product arrives faulty or incorrect, we will make every effort to remedy the situation. Please contact [email protected] within 24 hours of delivery for more details.

Please note that products are considered faulty only if they have a severe manufacturing defect or damage making it unfit for you to wear or use. Items that are damaged due to normal wear are not considered faulty or damaged products. Since our products are hand-crafted, there may be minor variations in color as compared to your screen monitor, but the same would not warrant the garment as ‘faulty’.

What is your cancellation policy?

Items go into production shortly after an order is placed. As such, cancellations will be considered only if the cancellation request is made within 24 hours of order placement. To cancel an order, email us at [email protected] within 24 hours of order placement and our team will cancel and refund the original method of payment for you.

How can I get in touch with you?

Give us a shout at [email protected] and we’ll get back to you within 24 hours.