By placing an order you are agreeing to purchase a product and subject to the following terms and conditions.
Prior to placing an order with Eastern Hill General Supplies (formerly Footage), you have read, understand and agree our terms and condition of sale and our returns policy on both full price and sale items.
Eastern Hill General Supplies (formerly Footage) retains the right to refuse any request made by you after the order has been processed.
ONLINE RETURNS POLICY
We gladly accept returns on full priced items within 10 days from receipt of goods for an exchange or credit note. Items must be returned unused and unwashed with all Eastern Hill General Supplies and designer garment tags still attached on the garment. Footwear must be returned with its original undamaged box or packaging, shoe bags with soles unmarked or worn out. Please note, we do not refund on change of mind purchases or incorrect choices. Should you have chosen the wrong size, we will offer an exchange or credit note.
We are unable to accept returns or exchanged on socks, swimwear, perfume, skincare or food items.
ORDER CANCELLATIONS
- Order cancellations must be received within 24 hours. We will not be able to accept the cancellation once an order has been processed and shipped.
- Please read the product description carefully. A non-reversible processing fee of 2% applies on all customer-initiated cancellations. This fee will be deducted from your refund amount.
- Cancellations fees also apply should you with place an order on items ( i.e gourmet food, pickup only product, heavy/bulky items or perfume) which we do no ship to your location or when an order is returned to us due to non-delivery and you decline to pay for the order to be re-sent.
- International orders: We are based in Sydney and ship our product from Australia. Should you refuse to accept a shipment from Eastern Hill General Supplies or your order is returned due to non-delivery, you will be liable for the original shipping charges, duties, taxes and/or customs charges, handling fees and the cost of returning the package to us. You will have 10 days from the return of package to arrange for the order to be re-sent. Re-delivery fees will apply. Should you opt not to pay for the order to be re-sent, you have the option of a store credit. We do no refund on orders returned due to non-delivery or refusal of shipment. The shipping charges and a 2% non-reversible processing fee will be deducted from the original order amount.
ISSUES WITH YOUR DELIVERY
We take care to have your order item checked prior to shipment. However, if there are any discrepancies with your order, kindly notify us in writing within 24 hours of delivery, and we will look into the matter swiftly. Your delivery is deemed as complete and accepted by you, if we do not hear of any issues after 24 hours have passed.
SALE ITEMS
Please choose carefully as all sale merchandise are final sale. We do not accept returns or exchanges unless an item is faulty - all items are checked prior to shipping.
FAULTY ITEMS
Where goods are faulty, we will seek a replacement with the manufacturer or repair the item. When a replacement or repair is not available, you may choose between a replacement, store credit or refund. Items damaged from misuse, negligence, improper handling or wear and tear will not qualify for faulty or warranty claims.
PROCESSING YOUR RETURN/EXCHANGE
- Please contact concierge@easternhillgs.com within 10 days of receipt of your purchase. When contacting us, please include Full Name/Address/Item to be returned/Size (if available)/Reason for return. Once your request has been processed and approved, you will receive your RA number.
- Returns without a RA number may be returned to the sender.
- All shipping charges on returned goods are at the buyer’s expense. When an order qualifies for free shipping, we will provide free shipping for the dispatch of the initial order only. In the event of an exchange, ALL shipping charges are at the buyer's expense, including shipping of the new item. Returns MUST be made via a secure shipping method with tracking as Eastern Hill General Supplies (formerly Footage) is not liable for items lost in the post. Returns that are damaged or soiled may not be accepted at our discretion and will be sent back to you at your cost. All items returned should have a Return Authorisation (RA) number to allow easy identification and prompt processing. Items must be returned within 7 days for Australian orders and 14 days for International orders once the RA number is issued.
CREDIT NOTE
Once your return has been received and processed, and credit note will be issued to you by email. The credit note for returns of full priced items will include a code to be redeemed online and are valid for 3 months from the date of issue.
ADDITIONAL INFO
We inspect all items prior to shipping. Please note the following:
- Delicate fabrics: We will not accept returns with runs, snags, or rips. Please refer to our terms and conditions and item care instruction attached to the garment.
- Due to the heavy and bulky nature of select gourmet food and homeware items, these items do not qualify for free shipping as indicated in the item's description. Further information regarding shipping and best before dates on gourmet food items is available here.
- Where we identify that there is a fault with an item, we guarantee to provide a repair, replacement or a refund. This is at the discretion of Eastern Hill General Supplies (formerly Footage). Replacement is subject to availability. Items that are damaged due to normal wear and tear and misuse are not considered faulty. In some cases, the item may have to be returned to the manufacturer for inspection. You will receive a refund if the item cannot be replaced.
Eastern Hill General Supplies (formerly Footage) reserves the right to reject returns at our own discretion. In the instance where your item is not accepted, it will be returned to you. Frequent returns are closely monitored. Excessive returns by a single customer will be flagged and potentially refused at Eastern Hill General Supplies (formerly Footage)'s discretion.
