Customer Service
- Contact Us
- Discretion & Privacy
- Ordering Info & Tracking
- Packaging & Gift Wrapping
- Shipping Rates
- Returns & Exchanges
Contact Us
At East13 Lingerie our primary goal is your happiness. If you have questions, comments, inspiring ideas or grievances we encourage you to contact one of our Customer Service Coordinators.
We offer every available type of communication option, so please choose the one right for you.
By Phone
Contact a live customer service coordinator by calling 1-877-2EAST13 during our regular retail store hours Mon. – Sat. from 10am-9pm PST, seven days a week. If you are in California, please call 626-795-9386
By Traditional Mail
Please mail your letter to:
East13 Lingerie
356 E. Colorado Blvd,
Pasadena, CA. 91101
By Email
You can email us directly at info@East13.com or via the form below. Both options go directly to our Customer Service Coordinators
Marked “*” fields are required for your inquiry to be submitted
Discretion & Privacy
Confidentiality
East13 Lingerie prides itself on the luxurious quality of our products as well as their presentation and packaging. When shipments are made, they are done so in traditional UPS or FedEx packaging. The shipping slip and return address are marked with the company logo and information, East13 Lingerie. However, the packaging exterior never eludes to the contents except if required by customs. Products are identified with care and concern for your confidentiality.
Privacy
East13 Lingerie guarantees that we will keep your personal information in strictest confidence. Names, email address, and any other personal information remains completely secure under our corporate guidelines. We will never sell or share your information with any other company. If you do subscribe to receive emails from us and later change your mind, simply follow the unsubscribe instructions at the bottom of any email you receive from us.
Payment Types
East13 Lingerie proudly accepts Visa, Mastercard, American Express and Discover Cards. If using a Gift Certificate online there is a field into which you may insert that gift card number.
Credit cards must be processed and payment ensured before any order is complete and ready to ship. You will receive email confirmation when this occurs. Credit cards are verified using a traditional address verification service. The address you have on file must match that which you provide for us under Billing Information. If those addresses do not match the credit card purchase will be declined. We also require the CVV2 number located on the back of your credit or debit card. This number is traditionally located within the signature field and is the last three digit sequence in the lengthy number you see there.
Ordering Info & Tracking
Upon signing in to your East13 account, you will have continuous access to your order information, order history and information on tracking.
You will receive email confirmations upon submitting your order, verification of credit card acceptance and that the order has been processed and when the order is shipped (including a link to UPS for tracking information). You will receive a final email to confirm the order was received.
Packaging & Gift Wrapping
At East13 Lingerie we want your online shopping experience to reflect the same level of luxury you would experience in our boutiques. To help accomplish this, unless you request otherwise, each and every package shipped from us comes beautifully gift-wrapped in our signature East13 Purse like Gift box with exquisite tissue and ribbon. Whether shopping for someone you love or purchasing for yourself – gift wrapping is our complimentary gift to you.
Shipping Rates
Returns & Exchanges
East13 Lingerie will gladly accept items for exchange only within 14 days if they meet our exchange policy requirements. These requirements are set in place to prevent the return of personally damaged or used products.No credit card refunds will be issued. You are welcome to exchange any items within 14 days of receipt of the item. Our Exchange department must receive the items within 14 days.
Note: Gifts purchased between November 10th, and December 24th, will have until January 10th, the following year, to be received by our returns department. Valentines gifts purchased in the month of February, between the 1st and the 14th, will have until February 25th to be received by our returns department.
We recommend insuring the value of the package and choosing an appropriate shipping method to ensure timely delivery by our Exchange department. Any items received after these time frames are subject to be returned to the sender at sender's expense.
Every item shipped is inspected by a senior staff member to ensure quality control. Please use care when trying on the garment for fit. Body creams, heavy perfume and jewelry can cause the garment to become soiled or damaged and therefore cannot be exchanged.
If the garment is soiled, damaged, washed or if any of the tags have been removed, the garment will be sent back to the purchaser at the purchaser's expense. We cannot accept exchanges on hosiery, fragrance products or special and customized orders.
If you have questions on our return/exchange policy, please feel free to email us at Liliya@East13.com or call toll free 1-877-2-EAST13 Monday-Saturday, 10AM-6PM Pacific Time.
Redeeming Exchanges
If you would like to exchange any items, you may do so by contacting our Exchange department at Liliya@EAst13.com or call us toll free at 1-877-2-EAST13, Monday-Saturday, 10AM-6PM Pacific Time.
You may choose to arrange for an exchange at this time or you may opt for a merchandise credit which is redeemable within one year of original purchase. Customers are responsible for all shipping costs. Shipping costs cannot be credited. Gift wrapping is also not credited, so please keep the box if you wish.
If you are not satisfied and would like to exchange an item that meets our exchange policy, those bought in the retail store must be exchanged in person at that location, and be accompanied by a receipt or gift receipt. Items purchased online should be returned in accordance with our online return guidelines above.
If you would like to return an item to the store without the original receipt or a gift receipt it can be accepted for exchange only at the current price of the product. A store credit or exchange will be generated for this amount. Items must be unused and in their original condition.
The following stipulations must be met for returns and exchanges:
In-Store and Online Stipulations for Acceptable Return or Exchange
The item(s) must be returned in its original condition and packaging. Please take note of this when opening your purchase.
By law, intimate apparel containing a crotch cannot be returned once it has been tried on or worn. Returned items are given a biological test before a credit is issued.
Accessories: All Accessories are Final sale.
Bath and Body products are accepted for exchange if there is a manufacturer issue with the bottle or cap or if the product is damaged en route. Used items will not be accepted.
Instruments of Pleasure are guaranteed against breakage for 30 days from purchase. Items cannot be accepted for return or exchange under any circumstance, except for items that are defective.
Items purchase on clearance or final sale cannot be accepted for return or exchange.
Customized, personalized, monogrammed and engraved items will not be accepted for return or exchange unless there is a manufacturer defect.
Returning an Online Purchase
When you purchase an item online and wish to exchange it, we require use of our online expedient return system. Please follow these instructions to receive an authorization number.
This authorization number is required to ensure the acceptance of an exchange and guarantees the product was purchased and returned within the policy guidelines.
- Click "My Account" to login and locate the appropriate order under "My Orders".
- Click "Create Return" and select the items you wish to return. Your authorization number will be emailed to once we receive your request.
- Print your confirmation email and include it with your package.
- Ship your package to via UPS, Fed Ex or USPS with tracking number to:
East13 Lingerie
ATTN: Return
356 E. Colorado Blvd
Pasadena, CA. 91101
Once your return request has been received, your purchase price will be credited to your account or an exchange will be made, in accordance with the request made in the return form.
Gift Returns for Items Purchased Online
If you have received a gift that was purchase online and would like to exchange it, please click here
