Frequently asked questions

Order & Delivery
Delivery Information
  • You'll receive a confirmation email once your order is placed, followed by a second email containing your tracking information once your order has been shipped from our warehouse
  • All delivery timeframes start from the day after you place the order unless specified.
  • Gift Card purchases don't count towards qualifying for a free shipping threshold.
  • In the unlikely event that you don't receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us within 7 days of delivery.
How do I track my order?
  • You will receive an email with the tracking information after your order is placed and your package leaves our warehouse, generally within 24-48 hours. That email includes a link to your order tracking page.
  • Alternatively, you can log into your Easter Spirit Realm Account and track your order there, or, if you know your order number, head to our tracking page here.
Can I cancel my order?
  • You can cancel your order within 15 minutes of placing it by clicking the 'Cancel Order' button in your Eastern Spirit Realm account or in your order confirmation email. Unfortunately, we are unable to cancel orders for you once placed.
  • Once 15 minutes has passed since you placed the order, it can't be cancelled as it will be getting picked and packed soon in our warehouse. If you no longer wish to keep the order, you can return it within 15 days for a full refund.
Can I make a change to my order?

Due to how quickly orders are passed to our warehouse to be shipped, we’re unable to edit orders once placed. This includes;

  • Adding or removing items to your order
  • Changing an item, size or colour
  • Amend delivery address
  • Changing the shipping method or courier
  • Applying a discount code or editing product prices

If you have noticed a mistake in your order you wish to change, you can cancel your order within 15 minutes of placing the order by hitting the 'cancel order' button in your account section or in your order confirmation email.

I'm missing some items from my order
  • We’re sorry if something's missing from your order, but don't worry, it could be because we've only shipped part of your order, and the rest of your order will arrive a few days later.
Check if your order will arrive in separate shipments
  • You can check if your order will arrive in separate packages via your shipping confirmation email titled "Your order is on the way".
  • This can happen due to stock availability, meaning sometimes items have to be sent from different warehouses. If this does happen, you may receive another email titled “Some items in your order are on the way” containing further information, and the remaining item(s) will arrive shortly afterwards.
Checked your order is correct but still missing an item?

We're sorry about that!

  • The item(s) missing may have been out of stock. If we're unable to fulfil item(s) in your order, we'll have sent you an email about this - It’s worth checking your junk/spam folder too!
  • If you've checked the above and your order isn't arriving in separate packages, and we haven't let you know some of your order is out of stock, please let us know so we can look into this for you.
  • All claims for orders missing an item(s) must be made within 7 days of the delivery date.
I've received a different item to what I ordered

In the unlikely event you've receive a wrong item or the wrong order, or your order is damaged in any way, please contact us with the following information and we'll get it sorted;

  • Your order number
  • The name of the item you didn't receive
  • A photo and the name of the item you have received (if the wrong item)

All claims for orders received incorrectly due to receiving the wrong item must be made within 14 days of the delivery date.

What is Customs Duty?
  • When goods are imported into a different country or customs territory, there can be a charge applied called 'Customs Duty' that is charged by the local customs authority where the goods are being imported into.
  • If Customs Duty is required by your territory, you'll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on your countries specific regulations.
  • If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.
Do I need to pay Customs Duty fees at Eastern Spirit Realm?
  • You don't need to pay customs fees when shopping on our China & USA store.
  • For all other stores, you may face customs charges issued by your local customs authority. Please see below for further information.
What if I don't pay the Customs Duty?
  • If you decide to refuse the customs fee, we must confirm with the courier that your parcel will be returned back to Eastern Spirit Realm before processing a refund for your order and in some instances a shipping and handling fee may be deducted from your refund.
  • If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more information before placing your order with us.
What is a Sales Tax?
  • Sales Tax, also known as VAT or GST, is a tax charged on the supply of goods or services. Eastern Spirit Realm is generally registered for Sales Tax in all of the countries it ships to, so we'll charge you the Sales Tax as part of the checkout process. We collect Sales Tax from you on behalf of the local tax authorities and we then pay this directly to the local tax authority.
Returns & Refund
Can I return or exchange an item?
  • Yes! We have a 15-day return or exchange policy, which means you have 15 days after receiving your item to request a return or exchange.
  • Whether it’s an incorrect size, or you just changed your mind, we’ll be glad to help you in getting a refund or replacement!
  • To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 
How do I return an item?
  • To start a return, you can contact us at support@esrealm.com. We will get back to you with the return address in 24-48 hours.
  • As soon as we receive the item, we will either issue a refund or exchange the product for another one.
Do I pay for shipping on returns?
  • Yes, you need to cover shipment if you wish to return an item to us. You may ship back the item using the carrier of your choice.
  • To ensure a pleasant experience, we highly advise using a tracking service when returning an item.
When will I get my refund?
  • We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.
  • Please remember it can take some time for your bank or credit card company to process and post the refund too.
  • If more than 15 business days have passed since we’ve approved your return, please contact us at support@esrealm.com.
How about damages and issues?

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
  • Certain types of items cannot be returned, like custom products (such as special orders or personalized items).
  • Unfortunately, we cannot accept returns on sale items or gift cards.

You can always contact us for any return question at support@esrealm.com
Payments & Promotions
What Discounts are available at Eastern Spirit Realm?

The easiest way to get a discount is to use code WELCOME10 at checkout for 10% off your first order!

To use;

1. Add your favourite fits to your basket

2. Enter code WELCOME10 at checkout

3. Enjoy 10% off your first order

FYI: Discount codes can't be 'stacked'. Only one discount code can be entered at checkout. WELCOME10 is only valid for new customers placing their first Eastern Spirit Realm order.

Can I get a price adjustment on an item I've already purchased?

As an online retailer, our prices will occasionally change depending on demand, stock levels and sales. This does mean that items can change price after you've purchased them.

There are a few factors that would cause a price to be amended, such as:

  • Foreign exchange rates
  • Increased costs in our supply chain (supplier or freight based)
  • Improved product quality, features or hardware
  • A shift in market price points
  • Sales or Promotions

Unfortunately, we're unable to adjust any prices or offer a refund or credit for the difference in price once an order has been placed.

Sadly, we're also unable to retrospectively apply a discount code or gift card to an order that’s already been placed.

We're always moving forwards to ensure our products improve whilst sitting at an accessible price point, without compromising our quality standards - We appreciate your understanding!
Products
WHERE ARE THE PRODUCTS MADE?
  • We source our products from trusted manufacturers all around the globe. Many of our products are made in Asian countries such as China, and Hong Kong, the centers of spirituality and where unique materials such as black obsidian and jade stones are to be found.
  • Through factory inspections and production guidelines, we ensure the highest quality of product and fair work conditions with all of our partner factories.
ARE THE ITEMS GENUINE, NOT PLASTIC?
  • Yes, our items are genuine and of high quality and made of original materials. All product pages specify the exact material.
When do items restock?

We can't always give a heads up about when products will be restocking as it's always subject to change. However, we do have a back in stock function on selected product pages, so we can notify you when they're restocked.

Get notified about restocks

1. Select the item you're interested in

2. Select the size and color you want, then;

3. If on mobile, hit the 'Notify Me' button and we'll notify you when they're back in stock

We'd also recommend you keep a close eye on our social media, and sign-up to emails at the bottom of our homepage.

Can't see the notification bell?

If the 'size out of stock notification bell emoji' isn't displaying on the product you're viewing, this unfortunately means it's because that particular item or size isn't planned to be restocked.

Do keep your eyes peeled though, because we're always releasing new new 'fits!
General Information
WHERE ARE YOU LOCATED?

Our company headquarters are located in California, and our team members work from different locations worldwide! We firmly believe in flexible hours and remote work but ensure we always provide our customers with the best service possible. It is not uncommon that we respond to your emails late at night or even on weekends because we love our jobs and enjoy dedicating our time to making our customers happy.