Refund Policy
Last updated: 03 September 2026
All sales are final
East20th operates on a final-sale basis. We do not accept returns or offer refunds for change of mind, incorrect selection, or buyer’s remorse. Because our products ship directly from our fulfilment centre, we are unable to accept returned goods. Please review product details, sizing, dimensions, and — for phone cases — your exact device model before completing your order. All of this is listed on each product page.
Order cancellations
Orders can be cancelled for a full refund only before they enter processing, typically within 12 hours of purchase and always before a dispatch confirmation is sent. To request a cancellation, email help@east20th.com with your order number. Once an order has been processed or dispatched, it can no longer be cancelled.
Damaged, faulty, or incorrect items
If your order arrives damaged, defective, or materially different from what you ordered, we will make it right. Contact us within 7 days of delivery at support@east20th.com with your order number and clear photographs showing the issue. Once verified, we will arrange a replacement or, at our discretion, a refund. You will not be asked to return the item.
This applies only to genuine faults, damage in transit, or the wrong item being sent. It does not cover minor variations in colour, texture, or finish inherent to the product, or issues arising from misuse.
Non-returnable items
The following are non-returnable and non-refundable under all circumstances except verified damage or fault: earrings and other pierced jewellery, gift cards, and any item marked as final sale.
Non-delivery
If tracking shows no movement for an extended period, or shows delivered when you have not received the item, contact us at help@east20th.com. For parcels marked delivered, please first check with others at your address and your building’s mail area, as carriers occasionally scan parcels early. Where an item is confirmed lost in transit, we will provide a one-time replacement or refund. In the rare event of a significant delay on our end, we will contact you directly to arrange a cancellation and full refund.
Incorrect address
Customers are responsible for providing an accurate shipping address at checkout. If an order is returned to us due to an incorrect or incomplete address, the customer is responsible for reshipping costs. We are unable to refund orders lost due to an address error.
Refunds
Where a refund is approved, it will be issued to the original payment method. Please allow up to 7 business days for the refund to be processed, after which your bank or card provider may require additional time to post it.
Contact
For any refund or order issue, contact support@east20th.com with your order number. We respond within one business day, Monday to Friday.