FAQs
What is east retails?
east retails is an Australian-owned online marketplace offering a wide range of products across categories including electronics, toys & games, camping & outdoor, and more.
Where is east retails based?
east retails is proudly Australian owned and serves customers across Australia and New Zealand.
Is east retails a legitimate Australian business?
Yes. east retails is an Australian-owned business committed to providing customers with a convenient and reliable online shopping experience.
What products does east retails sell?
We offer a growing range of products across multiple categories, from electronics and toys to camping, outdoor products, accessories, and more.
Orders
Where is my order?
Once your order has been shipped, you’ll receive tracking information by email, from orders@eastretails.com.au. Use your tracking number to see the latest delivery updates. In Accounts > Orders
My order says “Delivered”, but I haven’t received it. What should I do?
If your tracking shows your order as delivered but you can’t find it, please check around your property, mailbox, safe places, and with anyone who may have accepted it on your behalf. If you still can’t locate it, contact us and we’ll help investigate the delivery.
My tracking hasn’t updated. What should I do?
Tracking information can sometimes take a little while to update, particularly when an order is moving between facilities or carriers. If your tracking hasn’t updated for an extended period, please contact us so we can look into it.
My order is taking longer than expected. What should I do?
Delivery times can vary depending on the product, shipping method and destination. If your order has passed its expected delivery timeframe, contact us and we’ll help check the latest status of your order.
I received the wrong or damaged item. What should I do?
If you’ve received an incorrect or damaged item, please contact us as soon as possible with your order details and photos of the item and packaging. We’ll review the issue and help arrange the appropriate solution.
Can I cancel my order after placing it?
If you need to cancel your order, please contact us as soon as possible. We’ll do our best to accommodate your request, but cancellation may not be possible once your order has been processed or shipped.
Can I change my order after placing it?
If you need to make a change to your order, please contact us as soon as possible. Changes may not be possible once your order has been processed or shipped.
I received a missing item from my order. What should I do?
If your order has arrived but an item is missing, please check your order confirmation to make sure all items were included in the shipment. If an item is still missing, contact us with your order details and we’ll investigate the issue.
Shipping & Delivery
Where does east retails ship?
east retails ships to Australia, New Zealand and few selected countries. Delivery availability may vary depending on the product and your location.
How long does delivery take?
Delivery times vary depending on the product, your location and the shipping method selected. Estimated delivery times are shown on the product page or at checkout.
How much does shipping cost?
Shipping costs free on your first order and from your second it depend on the product and delivery location. Any applicable shipping charges will be clearly shown at checkout before you complete your order.
Do you offer free shipping?
Yes, on your first order, we offer free shipping from us and from your second order selected products may qualify for free shipping. If free shipping is available, it will be shown on the product page or at checkout.
What shipping carriers do you use?
As a marketplace, east retails works with different sellers and delivery partners. The delivery service used for your order may vary depending on the seller, product and delivery location.
Why can delivery times vary between products?
Different products may be shipped from different locations, suppliers and sellers. Delivery times can vary depending on stock availability, dispatch times, carrier networks and your location.
Can I request a specific delivery date?
We cannot guarantee delivery on a specific date. Delivery dates depend on the carrier, shipping method and other factors outside our control.
What happens if nobody is home when my order arrives?
If nobody is available to receive your order, the delivery carrier may leave it in a safe place, take it to a collection point, or attempt delivery again. This depends on the carrier and delivery instructions.
Returns & Refunds
What is your return policy?
east retails accepts returns on eligible items within 60 days of delivery. Items must meet the requirements of our Refund Policy, and proof of purchase or your order confirmation is required. For the full policy please go to Policy > Return & Refund Policy, Policy can be found in the footer.
How do I request a return?
To request a return, email returns@eastretails.com.au with your order number and reason for the return. Our team will provide you with the return instructions.
How long do I have to return an item?
Eligible items can be returned within 60 days of delivery.
Who pays for return shipping?
For orders under $350 AUD, the buyer is responsible for return shipping costs. For orders of $350 AUD or more, return shipping may be covered by east retails if the return is approved and meets our policy requirements.
When will I receive my refund?
Once we receive and inspect your returned item, we’ll notify you whether your refund has been approved or rejected. Approved refunds are processed back to your original payment method.
What happens if my item arrives damaged or incorrect?
Please contact us within 48 hours of delivery at returns@eastretails.com.au with your order number and clear photos of the damaged or incorrect item. We’ll review the issue and work with you to resolve it.
Can I return an unwanted item?
Yes, eligible unwanted items may be returned within 60 days of delivery, provided they meet the requirements of our Refund Policy. Return shipping costs may apply.
Are there products that cannot be returned?
Yes. Final sale or clearance items and items damaged by the customer cannot be returned or refunded unless the item is faulty.
Are my original shipping costs refundable?
Original shipping costs are non-refundable, unless your item arrived damaged or incorrect.
What information do I need to request a return?
Please provide your order number, proof of purchase or order confirmation, and the reason for your return. Photos may also be required for damaged, defective or incorrect items.
Can east retails change its Refund Policy?
Yes. east retails may update its Refund Policy from time to time. Please review the current policy before placing an order.
Who can I contact about a return or refund?
For returns and refunds, contact returns@eastretails.com.au. For other enquiries, you can contact more.info@eastretails.com.au.
Payments
What payment methods do you accept?
east retails accepts a range of secure payment methods through Shopify Payments, including major credit and debit cards. PayPal is also available as a payment option at checkout.
Is my payment information secure?
Yes. Payments are processed securely through Shopify and our available payment providers. east retails does not directly store your full payment card details.
When will I be charged?
Your payment is generally processed when you complete your order at checkout. Your payment provider may show the transaction as pending before it is fully processed.
Why was my payment declined?
Payments can be declined for several reasons, including incorrect card details, insufficient funds, bank security checks or restrictions from your payment provider. If your payment is declined, please check your details or try another available payment method.
Can I use PayPal?
Yes. PayPal is available as a payment option at checkout, where supported.
Can I use multiple payment methods for one order?
At this time, orders generally need to be paid using one payment method available at checkout. Multiple payment methods cannot normally be combined for a single order.
Will I receive an order confirmation after payment?
Yes. After your payment is successfully processed and your order is placed, you’ll receive an order confirmation email containing your order details.
Products
Are product images accurate?
We aim to provide accurate product images and information. However, colours, packaging, designs and other minor details may vary slightly from the images shown due to manufacturing updates, screen settings or supplier changes.
Why can product availability change?
east retails is a marketplace, so product availability can depend on individual sellers, suppliers and stock levels. Products may become unavailable or sell out without notice.
Will the product I receive look exactly like the photos?
We aim to ensure product listings accurately represent the items being sold. However, minor differences in colour, packaging, branding or appearance may occur. Please refer to the product description and specifications for the most accurate information.
Do products come with a warranty?
Warranty coverage may vary depending on the product and seller. If a product includes a warranty, the applicable warranty information will be provided on the product listing or with your order.
Where can I find product specifications?
Product specifications, dimensions, materials, features and other relevant information can be found on the individual product page. We recommend reviewing the listing carefully before placing your order.
What should I do if I have a question about a product?
If you have a question about a product before purchasing, contact us at more.info@eastretails.com.au. As east retails grows into a marketplace, product information may come from different sellers, so we may need to confirm certain details with the relevant seller before responding.
Who sells the products on east retails?
east retails is building a marketplace where products may be offered by different sellers and suppliers. This means the seller, dispatch location, delivery carrier, warranty and other product details may vary between listings.
Can product information change after I place an order?
Product information may be updated by the relevant seller or supplier from time to time. Once an order has been placed, we will work to ensure the product supplied matches the listing applicable to your purchase.
Website & Security
Is shopping on east retails secure?
Yes. east retails is powered by Shopify, which provides secure technology for operating our online store and processing customer orders and payments.
How is my personal information protected?
Your personal information is handled through Shopify’s secure platform and is used to process your orders, provide customer support and operate our store. We only use information as necessary to provide our services and manage your purchases.
Why haven’t I received my confirmation email?
First, check your spam, junk or promotions folders and make sure you entered the correct email address at checkout. If you still can’t find your confirmation, contact us at orders@eastretails.com.au and we can help check your order.
What should I do if I notice suspicious activity on my account?
If you notice suspicious activity involving your Shop account, follow Shopify’s Shop account security and recovery options and change your account credentials where appropriate. If you believe the activity relates specifically to an east retails order, contact us at helpme@eastretails.com.au as soon as possible.
Is my payment information stored by east retails?
Payment processing is handled through Shopify and the payment providers available at checkout. east retails does not directly handle or store your full payment card details.