FAQ
EastLyst FAQ
Answers below summarize our live store policies. For the full wording, open the linked policy pages. Checkout always shows the final shipping charge and available payment options for your order.
Orders & Payment
Which payment methods can I use?
Available methods depend on your location and are confirmed at checkout. Methods commonly shown on EastLyst include Shop Pay, Apple Pay, Google Pay, PayPal, Visa, Mastercard, American Express, UnionPay, Bancontact, MB WAY and USDC.
Which currencies can I shop in?
The store’s base currency is US dollars (USD). Presentment currencies available in the store include AUD, CAD, CZK, DKK, EUR, GBP, HKD, HUF, IDR, KRW, MOP, MYR, NZD, PLN, RON, SEK, SGD, THB, TWD, USD and VND. Converted amounts are shown at checkout.
Can I cancel my order?
Email Jeff@eastlyst.com as soon as possible with your order number. We can cancel only if processing has not started. Once an order is being prepared or has shipped, cancellation may no longer be possible. Applicable statutory withdrawal rights remain available.
Where can I read the full terms?
See our Terms of Service and Privacy Policy.
Shipping
How much does shipping cost?
Free standard shipping is available for eligible orders with a checkout value of US$89 or more. For orders below US$89, standard rates (in USD) are:
- European Union, United Kingdom, United States, Canada, Australia and New Zealand: US$12
- Hong Kong SAR, Taiwan, Macao SAR and South Korea: US$7
- Singapore, Thailand and Malaysia: US$9
- Vietnam: US$4
If you shop in another currency, checkout shows the converted amount. Your address and checkout order value determine the available rate.
Where do you ship?
We currently offer standard shipping to the destinations listed above. Enter a complete delivery address at checkout to confirm availability. If checkout does not offer a delivery option for your address, we cannot currently ship there.
How long does processing and delivery take?
Orders are normally processed within 1–3 business days after being placed (weekends and public holidays begin the next business day). Standard shipping typically takes 10–20 business days after dispatch. Processing time is separate from transit time. These are estimates, not guaranteed arrival dates. If a product is a pre-order or shows a specific dispatch estimate on its page, that estimate applies.
How do I track my order?
Once your order has shipped, we send a shipping confirmation email with the tracking number and tracking link. Tracking may not update immediately while the parcel moves between carriers.
Who should I contact about a shipping issue?
Email Jeff@eastlyst.com with your order number. Full shipping terms: Shipping Policy.
Duties & Taxes
Are import duties included for European Union orders?
For EU deliveries, applicable import duties and taxes are included in the product price and/or shipping charge shown at checkout. EU orders ship with duties prepaid, so no additional import duties or customs charges are due on delivery. If a carrier requests an unexpected import payment, contact us with the notice.
Who pays duties outside the EU?
For other destinations, local import duties, taxes or customs fees may apply. Unless checkout expressly states that they are included, these charges are the recipient’s responsibility and may be collected by customs or the carrier.
Returns & Refunds
How do I request a return or exchange?
Under our commercial policy, contact us within 20 calendar days of delivery. Include your order number, the item, the reason, and clear photographs if there is a product problem. We will assess the request and send return instructions if approved.
Under this commercial policy, we do not accept returns simply because you changed your mind, dislike an item, chose the wrong size or made an ordering mistake. Statutory rights (including EU withdrawal rights) are not limited by these commercial conditions.
What condition must returned items meet?
Commercial returns must be unworn, unwashed and free of stains, odours or damage caused after delivery, with the original tags, accessories and packaging. Personalised items and opened hygiene-sensitive goods are excluded from discretionary returns. This does not remove rights relating to defective or incorrect goods.
What does an exchange cost?
For an approved exchange unrelated to a fault or our error, you arrange and pay for return shipping and a US$5.99 exchange handling fee. We explain any replacement shipping cost before you agree. The handling fee does not apply to defective or incorrect goods, or to statutory withdrawal refunds. Dispatch an approved commercial return within 3 calendar days of approval using the instructions provided — do not send it to the parcel’s sender address.
What if my item is damaged, defective or incorrect?
Tell us promptly. We will help arrange the appropriate remedy and cover necessary return shipping for goods confirmed faulty, damaged on arrival or incorrectly supplied. Keep packaging and photographs to help us investigate.
How do refunds work?
We notify you after reviewing a commercial return. An approved refund is issued to the original payment method within 3 business days of approval. Your bank or payment provider may take additional time to credit your account.
What are EU consumer withdrawal rights?
For eligible online purchases delivered to consumers in the European Union, you may notify us of withdrawal within 14 days of receiving the goods, without giving a reason, and send them back within 14 days after that notice. You bear direct return postage unless we agreed to cover it, failed to inform you of these costs before purchase, or the goods are defective or incorrect. For a statutory withdrawal, we reimburse the applicable purchase amount and standard outbound delivery charge within 14 days of your notice (we may withhold reimbursement until we receive the goods or evidence that you sent them back). No US$5.99 exchange fee applies to this refund.
Full details: Returns & Refunds Policy.
Sizing & Products
How should I choose a clothing size?
Use the size guide on the product page and compare the measurements with a similar garment that fits you well. An S or M from one brand may fit differently from another. For unit conversion, 1 inch equals 2.54 cm.
How should I choose a shoe size?
Measure both feet and use the longer foot when comparing with the product’s size guide. EU sizes and millimetre references are a starting point; they do not guarantee identical fit across brands. Foot length, inner shoe length and outsole length are different measurements — check the product’s fit notes. To convert sizes, see our Chinese shoe size to US conversion chart.
Where do I find materials and care information?
Open Details on the product page. Materials and care vary by item; use the instructions for that product rather than applying advice from another item.
Where are products made?
EastLyst is a curated multi-brand platform. Country of origin is not stated as a single store-wide claim. Check the product page for any origin details, or email Jeff@eastlyst.com if you need confirmation before ordering.
Where can I learn more before ordering?
See our Shopping Guide and About us pages.
Contact
How do I contact EastLyst?
Email Jeff@eastlyst.com. Our contact page notes that we usually reply within one hour.
What is your business address?
Room 502C, 5th Floor, Ho King Commercial Centre, 2-16 Garden Street, Mong Kok, Hong Kong. Trade name: Eastlyst Limited.
Is there a contact form?
Yes — Contact us.