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Returns & Exchanges

How safe is the delivery process?

The brands partner with reputable, global courier shipping companies such as DHL, FEDEX and UPS services to deliver your product to your doorstep and ensure health and safety regulations are adhered to.

How do I make a return or exchange?

To make a return or exchange, there will be a USD 7 restocking fee to the customer (for orders under USD 150). If you wish to make a return or exchange, please email us at info@eastwaveconcept.com within 7 business days of receiving your order. EASTWAVE will send you the return labels for you to organize package pick up or drop off.

Note that some brands on EASTWAVE do not accept returns or exchanges due to the fact that their items are MADE TO ORDER. However, if there are manufacturing issues with the item upon receiving, or the item is damaged upon arrival from transit, we will do our best to accommodate.

In this case, please email us at info@eastwaveconcept.com with the order number and photo of the damages and depending on the brand’s stock availability, we can replace the item for you. In the case where this is not possible, we will provide you with a full refund Or store credit* 

*T&C apply.  

When will I get my refund?

This depends on your bank's policies. Typically, you should receive a refund to your account balance within 10 working days.

Please check with third parties such as Paypal or Afterpay for their policies.

Gifting

What gift packaging options can I choose from?

All items will be wrapped in the brand’s usual packaging materials. If you wish to have a gift note included, please send us an email to info@eastwaveconcept.com with the order number and note and our brand will happily facilitate your request before shipping the gift to your loved one.

Note once we know it’s a gift, the brand will remove price tags from the order.

Are gift cards available?

Yes, please click here to purchase your electronic gift card.

Tech

I’m having issues logging into my account.

Kindly send an email to info@eastwaveconcept.com with screen shots of your issue, and our tech team will get back to you ASAP.

My cart disappeared; how can I retrieve my items?

Kindly send an email to info@eastwaveconcept.com with screen shots of your issue, and our tech team will get back to you ASAP.

My discount code is not working.

Each person is allowed to use a code only once per person during the season. If this is not the case and you are still facing tech issues, please email us at info@eastwaveconcept.com  

My Order

I received the wrong item.

Please email us at info@eastwaveconcept.com with the order number and photo of the item received.

Please note, the item must be shipped in the same condition it was received within 7 days of receiving the item for a full refund including order charges, taxes and duties charges.

One of the items in my order is missing.

Please email us at info@eastwaveconcept.com with the order number and photo of the item received so we can send you the missing item from the order. We will get back to you with a response within 2 days. If you don’t see our email, please check your spam folder.

My product was damaged upon arrival.

Please email us at info@eastwaveconcept.com the order number and photo of the damages and depending on the brand’s stock availability, we can replace the item for you. In the case where this is not possible, we will provide you with a full refund or store credit.

*T&C apply.

How do I track my order?

EASTWAVE will email you with your AWB tracking number after you receive a confirmation email that the purchase is complete. Please check your spam folder if you do not see an email from info@eastwaveconcept.com.

How are the shipping rates calculated?

Our shipping rates are automatically pre-calculated based on the customer’s geographic location in comparison to where the product is shipping from. These are fixed and cannot be changed.

However, duties are outside of EASTWAVE’s control and ultimately depend on each country’s duty policies.

My order is stuck in Customs.

If you receive an email from Customs or your courier company, please forward this email to us to info@eastwaveconcept.com with your order number so we can try to rectify the issue and speed up the process for you from our end.

How long does it take to receive my order?

This depends on the amount of time it takes for the brand to prepare and product the product for you, the courier shipping company’s availability and policies and amount of time the item passes through Customs. Further, during COVID-19 some shipments can be delayed due to external circumstances such as lockdowns.

However, on average our customers receive their items within 5-7 business days.

When will the item be replenished if it says “out of stock”?

Depending on each brand’s manufacturing processes and stock availability, we will update the website once the item is back in stock. If you are very keen on a certain item, please email us at info@eastwaveconcept.com and we will personally alert you when the item is available.

Customer Service & Account

How can I share my feedback?

Please email us at info@eastwaveconcept.com and we will be happy to assist you.

I have not received an email back from EASTWAVE about my question.

Please allow for 2 business days for the team to reply to your request. If you don’t see any email, please check your Spam folder.

How do I whitelist your email address so I don't miss out on any news?

You’ll need to whitelist our email address to ensure you receive mails and updates from us!

Follow these instructions for Gmail:

1. In your inbox, locate an email from info@eastwaveconcept.com (ex. your welcome email).

2. Drag this email to the “Primary” tab of your inbox.

3. You’ll see that our emails will go to your primary folder in the future!

For other email service providers (Yahoo, AOL, etc.) please add us as a contact in your address book.

I want to change my account details.

Please head to “My Account” button on the home page to change your address, phone number and/or email.

How can I unsubscribe from EASTWAVE’s emails?

You can OPT OUT from the next email you receive from EASTWAVE by clicking ‘unsubscribe’ on the link within the email directly. If you face any issues, kindly email us at info@eastwaveconcept.com and we will manually remove you from our database.

How can I work with EASTWAVE?

Please email info@eastwaveconcept.com with your interest and we will get back to you with any availability.

Do I need to set up an account to be able to shop on EASTWAVE?

No, you can also checkout as a guest. However by setting up a profile, you can save time at checkout.

How can I contact customer service?

You can click the ‘chat’ bot icon on the bottom right part of your screen and let us know your question there and the team will get back to you via email. Alternatively, you can email us directly at info@eastwaveconcept.com. Please allow for 2 business days for the team to reply to you. If you do not see an email, check your spam folder.

Payment

Want to learn more about installment pay plans?

Visit our partner’s page for more info at afterpay.com.   

Which payment options can I use?

We accept AMEX, Visa, Mastercard, Apple Pay, Paypal, After Pay.

The promo code is not working.

Please make sure that the code entered is correct. Further, each code can only be used one time per customer and within the specific dates*

*T&C apply.

Can I use more than one discount?

You can only use one discount code at a time per customer.

Can I pay with any currency?

When checking out, our platform transacts via USD only. Thanks for your understanding.

More Questions? Contact us at info@eastwaveconcept.com

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