F.A.Q

Shopping On EEC Web Store.

  1. Are the products on the website similar to the ones I find at leading shops?

East End Cosmetics with nearly three decades long experience in retailing cosmetics and toiletry, always seeks to deliver the best quality products to our customers. We continue to transact with the leading beauty manufacturers and production houses in Europe and North America to provide you with the best quality and up-to-date products all the time and every time.

EEC at no time retail on e-bay, Amazon or source our products from any other third-party retailer and thrives to provide you with the best quality products.

Our purpose is to see that you are happy with our products and never have any reason to complain.

However, if we have caused you displeasure or provided you with a wrong product feel free to contact our team for quick solutions.

 

  1. The product I want is Out of Stock. Will I be able to purchase it again?

As one of the oldest and largest cosmetics and toiletries dealer, East End Cosmetics continue to hold large stocks of cosmetics and toiletries that suit the needs of each and every customer of our web store.

However, if you find that your favorite product is no longer available with us please leave us your email for us to contact you as soon as the product is restocked. If the product is no longer in production we would contact you with a replacement product from the same brand.  

  1. I can’t find the product I’m looking for

The easiest way to find a product on EEC is to use the search box in the top right-hand corner. You can insert the part or full product name or a product code for searching. If you are unable to find the required product among our stocks please contact us for further assistance.

 

  1. How can I pay online?

EEC web store accept PayPal, Maestro, MasterCard, Visa, Visa electron, American Express and Direct Debit for payment. 

 

  1. What exchange rates do you use online?

All EEC products are priced in GBP, yet you can make your payments in a number of currencies including US and Australian Dollars, Euro, Norwegian, Danish, and Sweden Krone.

Please select your currency from the top right-hand corner prior to commencing your shopping experience to view the prices in the relevant currency. The prices are converted using the present-day exchange rates. If in doubt please contact our team for further clarification.

  1. VAT  and Customer Tax

The prices shown in EEC web store include UK VAT, whenever applicable and EEC is responsible for its payment.

  1. How to use a discount code?

EEC web store offers promotional discount codes through our newsletter, Facebook, or our website. They are easy to use and great bargains to give yourself a great treat.

To activate the code please follow the instructions below:

  • Once you have finished shopping at the EEC web store click the view cart button which appears on the screen
  • Review your shopping cart and add the discount code in the given box and click on the Apply Coupon button
  • Your total would be readjusted accordingly

 

  1. Can I use more than one discount code?

Only one promotional code can be redeemed against an order at any given moment.

 

My Account Registration

  1. Why do I need to sign in?

Signing in at EEC web store and creating a user account helps us to remember your relative details for future transactions. Your details will be stored under your account name and you will not have to enter them every time you shop at EEC web store.

You would also be able to keep track of your order status and a history of your purchases easily. You will be able to store, update and check products in your basket or wish list to be bought in the future, and best of all you will be entitled to many more exclusive promotions available to our EEC members. 

  1. Why do I need to enter my email?

We store your details against your email and use your email address as our identification.

  1. Why do I need a password?

When you are asked to create a password for EEC user account please make sure it’s a unique combination of letters and numbers and easy to remember. Keep it written a safe place.

The password is unique to your email and protects your contact and payment details. It is required to provide your email and password every time you shop at EEC web store to access your account and shopping details and to edit them.

  1. How can I change my account details?

You can change your account details by logging in to your account. Click on My Account in the top right-hand corner to access the account page. Click on the Account Information link in the left-hand corner to change the password and click on Address Book to edit contact and shipping details and address.

  1. I have forgotten my password.

Please click the forgotten my password link and insert your email address in the given box. We will send you a link to create a new password for your inbox.

  1. Why should I save my payment details?

Saving your payment details in your account makes your checkout process easier. Once entered you will not have to re-enter every time you shop at EEC web store.

 

My Order

  1. When will my order be dispatched?

All items are dispatched within one working day of placing your order.

For next-day delivery service, orders must be received by 10 AM on weekdays from Monday to Thursday to be eligible for next-day delivery. If this service was requested on a Friday, on a weekend, on an English Bank Holiday, or after 10 am on a regular day the order will be dispatched by next-day delivery on the next available working day.

  1. How can I change the delivery address of my order?

You can change the delivery address by logging into your account. Each customer can store two addresses for delivery and each address is displayed in My Account under Address Book. Simply click on the Address Book link on the left side of the page to access and change any of the delivery addresses.

  1. How can I cancel or amend my order?

Since orders made through EEC web store are dispatched on the next working day it is important that you contact us immediately to cancel or amend your order. However, if your order had been already dispatched feel free to use our hassle-free return facility.

EEC strongly advises its customers to check their orders before submission to avoid disappointment.

  1. Why has my order been cancelled?

Orders get canceled on rare occasions if the product you ordered is out of stock or due to the invalidity of the credit details provided. If the product you ordered is out of stock we would be informing you immediately through email and the price you paid would be reimbursed to you immediately.

However, If your order has been canceled without prior notice please contact us and we would assist you immediately.

  1. Why haven’t I received my order delivery?

EEC notifies the customer through email once the order is dispatched for delivery. If the dispatch was made through a tracked service you will also receive a tracking number, which you could use to track the development of your delivery.  

Under standard delivery services Deliveries in the UK takes up to seven working days while it is 14 and 18 working days respectively in Europe and the rest of the world. However, deliveries can sometimes incur slight delays for various reasons outside of our control and EEC would only entertain complaints for lost items only after eight working days from the date of dispatch for deliveries in the UK and after 18 and 30 working days for the deliveries to Europe and rest of the world.

EEC must be notified of the non-delivery of orders within 45 working days of the order day.

  1. I have been charged for a product that has not been delivered

If by rare occurrence you have been charged for an order, which had not been delivered to you due to lack of stocks or unavoidable circumstances please contact us immediately for a reimbursement.

  1. My order has arrived damaged  

Although EEC takes extra care to make sure the products you have ordered reach you in the best of condition, some fragile products tend to incur damage during delivery.

If you find your order to be in damaged condition please contact us immediately for a replacement or a refund. You would be requested to provide us with photographic evidence as well as the returned damaged item prior to replacing or refunding.

  1. I have received the wrong item

If you have received the wrong item in place of your order EEC will be happy to provide you with the item you have initially ordered.

Please contact us immediately in such a case and return the wrong item in its original packing. EEC would dispatch the item of your choice and would refund the return postage charges upon receipt of the wrong item.

If you require a fast replacement EEC would recharge you for the second correct item but would refund you the postage charges and the price of the product on receiving the wrong item back at EEC.

 

Return and Replacement Policy 

  1. EEC Return Policy
  • Customers can return the items purchased at the EEC web store within 28 days of purchase. EEC will only exchange an item for the same product, the same product in a different shade, or for a different product of the same price or lower price than the original item. If the price of your second choice is lower than the price of your original purchase EEC will be refunding the difference.
  • All return items should not be used or damaged upon their arrival at EEC and any item damaged by the customer or during the delivery process would only receive partial reimbursement.
  • Returned items should be sent by first-class parcel post and EEC will not incur postage charges for special delivery or deliveries made through another courier service.
  • Customers are entitled to a refund of the product price for the items that had not been collected by the customers and returned to EEC by Royal Mail or any other courier service. However, EEC would not be refunding the postal charges
  1. What can I do if I no longer want the items brought from EEC?

You can return the items you purchased in their original state within 28 days and receive a full refund or a replacement.

Please state clearly your reasons for the return and whether you'd like a refund or exchange, and the product you like to exchange with. Exchanges are processed and dispatched within a few days of receiving the first item at EEC.

Please contact us for further assistance.

  1. What if I developed an allergic reaction?

If a customer is to develop an allergic reaction to a product purchased from EEC web store, we advise you to discontinue the product immediately. Please return the product to us with a detailed description of the allergic reaction and a doctor’s or hospital record when possible and we will refund you the full value of the product and postage.

We would also take action to inform the manufacturer of the product immediately to prevent such unfortunate incidents in the future.

  1. How can I return a product?

Products that have been returned to EEC should be sent by first-class parcel post and should be wrapped properly to prevent damage to the item. The item should be unused and undamaged to receive a full refund.

Please direct the returned products to

Customer Returns Manager,

Unit 5, Space Business Park Abbey Road,

Park Royal,

NW10 7SU,

United Kingdom. 

Please contact us for further details

  1. How long does it take to process my return?

A product replacement or a refund for an unwanted product would take a few days of receiving the first product back.

  1. Should I pay to return my product?

Yes. A customer has to sustain the postal charges for a regular return of an item.

EEC would only incur postage charges in cases of the item being the wrong product, being damaged at delivery, or the customer suffering from an allergic reaction.

  1. Can I return the items to EEC shop?

EEC would be grateful if the customer can use the provided postal address and return the product to EEC web store and not to our shop. As the prices, products, and offers are exclusive to the EEC web store, a refund cannot be processed at EEC shop.

However, if you prefer to return the products to our shop we would be able to offer a direct exchange or a credit note for you to purchase a different item in-store.