Exchange & Return Policy

East Meets West cannot return/exchange/refund an order if the parcel is in transit to the destination address. Recipient must receive the parcel to be eligible for a return/exchange/refund and follow the steps outlined below. Once your order has been marked shipped, East Meets West is no longer able to cancel it. All inquiries must be emailed to support@eastmeetswestusa.com. Please do not throw away your packing slip. The packing slip is an online purchase receipt. Customer will need to submit a photograph of packing slip for a return or exchange or to be issued a refund or replacement of product(s).

Returns (online)

Please note certain items are not eligible for returns, exchanges or refunds such as final sale, clearance sale items, candles (if used), jericho flowers and any items deemed "non-returnable or non-refundable" in product description 

East Meets West will accept returns of merchandise only if a request to return is submitted to support@eastmeetswestusa.com within (14) days of receiving merchandise. After (14) days, the customer will no longer be eligible for a return. Do not return any product(s) without reaching out to our customer support email. East Meets West will not honor any returns received without an RMA number or approval of return. After (14) days, the customer will no longer be eligible for a return. The reason for return must be included within the customer support email. All returned merchandise must be received by East Meets West within (10) business days of approval. The customer is responsible for shipping back the returned item(s). Shipping/handling fees and Package Protections are non-refundable. Returned item(s) must be in its original unused condition to be returned. Any opened or used returned item(s) sent back to East Meets West will not be eligible for a refund. Returned item(s) must have their original seal on them and contain all its components. If a request for return is submitted and an authorization code is issued for a return, refund credit will not be issued until merchandise is returned and determined to be in salable condition within the specified time frame mentioned above. Customer will be refunded in full, minus any shipping charges, for the returned merchandise. We are not responsible for returned items being lost or broken in transit. Please do ensure you place adequate tracking and insurance when an item is returned.

Returns (in store)

Merchandise can also be returned for store credit at any East Meets West location with an online invoice within (14) days of receiving merchandise. Online invoices are emailed to customer once an order is placed. Customer must present cashier with an online invoice in order to be eligible to receive a store credit. Without online invoice, East Meets West will not be able to provide a store credit. Store credit will be issued, minus any shipping charges, in the amount that customer paid for the merchandise plus any applicable sales tax. Store credit cannot be used online and can only be used in our retail locations. See list of our retail locations here. 

Exchanges

East Meets West will accept exchange of merchandise only if a request to exchange is submitted to support@eastmeetswestusa.com within (14) days of receiving merchandise. After (14) days, the customer will no longer be eligible for an exchange. The customer is responsible for shipping back any item(s) for exchange and covering the cost of any shipping/handling fees. Item(s) returned must be in its original unused condition to be eligible for an exchange. Any opened or used returned item(s) sent back to East Meets West will not be eligible for a exchange. Exchanged items will be shipped out to customer, once returned items are received and inspected.

Damaged Merchandise

We offer our customers, shipping insurance through "SavedBy" at checkout. SavedBy Package Protection is an optional add-on that can help cover the cost of lost, damaged or stolen packages. We do everything that we can to make sure the package gets to you, but in cases when issues arise SavedBy can help. Please click here for more info. Without the purchase of the Shipping Insurance, customer will have to contact Shipping Carrier directly and file a claim for damaged merchandise. To file a claim with USPS, click here. To file a claim with UPS, click here 

Incorrect Merchandise Received

Incorrect merchandise reports must be submitted within (7) days of receipt of merchandise. If you received an incorrect item, East Meets West requires you to send a picture of your packing slip so that we can cross check with our shipping department. No returns will be accepted, or replacements issued without prior approval to return the merchandise and without photograph evidence that the product(s) are incorrect. East Meets West will issue the customer a Pre-Paid USPS label to return the incorrect product(s). The customer is responsible for printing the Pre-Paid return label and shipping the incorrect products(s) back to East Meets West. Returned merchandise must be received by East Meets West within (10) business days of return authorization to receive a replacement or a refund. Once return is received by East Meets West, a refund will be issued in full, minus shipping or correct product(s) will be shipped to customer. Without the return of the incorrect product(s), the customer will not be able to receive a refund or replacement. Incorrect product(s) must be in its original unused condition. Any opened or used incorrect product(s) sent back to East Meets West will not be eligible for a refund or replacement.