Returns, Exchanges and Cancellations Policy
Returns and Exchanges
We appreciate that occasionally there will be reasons you need to return something that you have ordered from us. East End Prints has differing policies for instore purchases to online purchases which are outlined below.
Online Returns
For online orders, your returned items must be back with us within 30 calendar days from the date the item was delivered to you. Before returning your items to us, please ensure you notify us at info@eastendprints.co.uk so that we can co-ordinate your return with you. Items received without prior notification will not be refunded until you have submitted a return request.
You, the customer, are responsible for organising your return and paying any fees for any items returned under change of mind or unwanted circumstances, except if the item is proved to be faulty, damaged or not true to description. Once you have notified us and we have acknowledged your returns request, your items should be sent to East End Prints, 234 Brick Lane, London, E2 7EB, clearly marked with your name and order number.
Online purchases can also be returned directly to us at our Brick Lane store if you would prefer to visit in person.
We endeavour to process your refund within 2 working days from the item received. Refunds can take up to 5 days to appear back in your account, depending on your bank or payment provider. Shipping costs will not be refunded unless the item is deemed faulty or damaged.
Exchanges
If you would like to exchange any purchase for another item you would be required to follow the above returns process, which we will refund you for, and place a new order for the items you'd like instead.
Cancellations
As the majority of our products are made to order, once your order has been placed the details are processed with our manufacturer and your item sent into production. Therefore, we cannot always guarantee cancellations can be processed before dispatch. In this case you will need to follow the above returns process. Any cancellation requests should be sent to info@eastendprints.co.uk.
Order Amendments
If you have made an error on your order we are unfortunately unable to amend the original order as there is only a very small window from order placed and moving to the production line. However, we will endeavour to cancel the order if possible and ask you to place it again with the correct items. As with our cancellations policy, we cannot always guarantee we can complete a cancellation prior to dispatch due to the product being made to order. Please contact info@eastendprints.co.uk as soon as possible and we will work with you on a resolution.
Faulty or Damaged Items
Faulty or damaged items must be reported 30 calendar days from delivery, and you may be asked to provide evidence by way of photograph or sending the item to us for inspection. In the case of faulty items, a prepaid returns label will be issued to you to return the item through the post office, or in some circumstances a free collection may be organised by East End Prints to collect the goods.
In Store Purchases
Any purchases made in our East End Prints Shop, 234 Brick Lane, London, E2 7EB and any subsequent fairs or market stands you may find us at are eligible for exchange only.
This can only be done by returning to our store. You can exchange your item, provided it is in the same condition it was purchased, for any item of the same value or higher, or a combination of items equating to the same value or higher. Any excess balance must be paid in full by cash, card or gift certificate.
Sale or discounted items are not eligible for return or exchange.
In the event you cannot reach our store, we may accept a posted return at our discretion, with your refund being issued by BACS or PayPal. In this case it would be the responsibility of you, the customer, to pay for the postage to the correct address. In order for us to process the refund we will need to obtain the item, and will not be liable for any item lost in transit. We strongly advise you to use a tracked service so you can claim any loss through the relevant courier in this instance.
Wholesale and Trade
Wholesale and trade purchases are bound by separate terms and conditions which can be found on our trade website www.eastendprintstrade.co.uk
Looking for East End Prints delivery and shipping information? Head to our delivery and shipping information page.