Frequently Asked Questions

SHIPPING

Which countries do you ship to?
We ship worldwide. Shipping costs and estimated delivery times vary by destination — please refer to our Shipping Policy for a full breakdown.

How much does shipping cost?
We offer free shipping on all orders above $100. For orders below $100, shipping costs are as follows:

• United States (excluding Puerto Rico): $8.99
• South Africa, Georgia, Kuwait, Oman, Qatar, Saudi Arabia, and Moldova: $14.99
• Rest of the World: $8.99

How long does delivery take?
Orders are processed within 1–3 business days. Estimated delivery times after processing are:

• United States: 7–10 business days (total 8–13 business days)
• Rest of the World: 10–14 business days (total 11–17 business days)

Orders placed before 10:00 PM (GMT-06:00) Central Standard Time (Chicago) are processed the same day. Orders placed after this time are processed the next business day. We do not process orders on weekends or public holidays.

Which shipping carriers do you use?
We work with reliable global and regional couriers depending on your destination:

• USA: UPS, DHL, USPS, OnTrac, Uniuni, SpeedX, Cainiao, Better Trucks
• Other Countries: DHL

How do I track my order?
Once your order has been shipped, you will receive a confirmation email containing your tracking number. You can track your order at any time by visiting our tracking page: Track Your Order. Please allow up to 48 hours for tracking information to update after dispatch.

PAYMENTS

What payment methods do you accept?
We accept the following payment methods:

• Credit & Debit Cards (Visa, Mastercard, American Express, Discover)
• PayPal
• Apple Pay
• Google Pay
• Shop Pay

If you'd like to use a payment method not listed above, please contact us at sales@eastonvale.com.

When will I be charged?
Most payment methods are charged at the time of checkout. Some providers such as PayPal or Shop Pay may process payments according to their own terms. If your payment is unsuccessful or declined, your order will not be processed.

Is my payment information secure?
Yes. All transactions are processed through SSL-encrypted payment gateways. Easton Vale does not store or have access to your full credit or debit card details — this information is securely handled by our payment providers.

Will I be charged customs duties or import taxes?
For international orders, customers are responsible for any applicable customs duties, import taxes, or local fees required by their destination country. These charges are not included in the order total at checkout.

What currency will I be charged in?
All prices on our website are automatically displayed in your local currency based on your region. The currency shown at checkout reflects the final amount you will be charged. If your bank performs currency conversion, final charges may vary slightly based on their exchange rate and fees.

RETURNS & REFUNDS

What is your return policy?
We have a 30-day return policy. You have 30 days from the date of delivery to request a return. Items must be unused, unworn, with all tags attached and in their original packaging. For full details please refer to our Refund Policy.

How do I start a return?
To initiate a return, email us at sales@eastonvale.com with your order number and reason for return. Our team will review your request and provide a return authorization along with detailed instructions. Please note that return shipping costs are covered by the customer unless the item is defective or incorrect.

How long does it take to receive my refund?
Once we receive and inspect your returned item, we will notify you of the approval status within 7 business days. Approved refunds are processed to your original payment method within 10 business days. Your bank or card provider may require additional time to post the refund.

What if I received a defective or damaged item?
If your item arrives damaged or defective, please contact us at sales@eastonvale.com within 48 hours of delivery. Include photos of the damage in your email. We will arrange a return at no cost to you and offer a replacement or full refund based on your preference.

What if I received the wrong item?
If you received an incorrect item, please contact us at sales@eastonvale.com as soon as possible. We will cover the return shipping and send you the correct item promptly.

Can I cancel my order?
You may cancel your order within 12 hours of purchase by contacting us at sales@eastonvale.com. If your order has already been shipped, cancellation is no longer possible and you will need to follow our return process upon delivery.

ORDERS

I haven't received my order — what should I do?
If your order has not arrived within the estimated delivery timeframe, first check your tracking information at Track Your Order. If tracking shows no updates or your package appears lost, contact us at sales@eastonvale.com and we will initiate an investigation with the carrier.

Can I change my order after placing it?
We begin processing orders quickly, so modifications may not always be possible. Please contact us at sales@eastonvale.com within 12 hours of placing your order and we will do our best to accommodate your request.

FURTHER QUESTIONS

I have a question that isn't covered here — what should I do?
Our customer service team is available Monday to Friday, 9:00 AM – 5:00 PM and will respond to all inquiries as soon as possible. Reach us at sales@eastonvale.com and we'll be happy to help.