Frequently Asked Questions
Shipping and Production
How long does it take to receive my order?
There are several factors that are in play when it comes to getting your order to you.
1. Production: We currently have a small production facility located in Canada. For some products, we may need to make the product to order specifically for you. Made to order means it may take up to 5-10 business days for production.
2. Inventory: Some products are limited to one item only, as they were designs made specifically for fashion shows. You will find these outfits in the Rack Sale.
3. Shipping: We ship orders throughout the business week, during office hours, and we don't operate on Canadian public holidays. We strive to send your order as quickly as possible (usually within 48 hours) but there might be some delays, such as fulfillment for made to order products. Your patience is definitely appreciated.
How can I pay?
We have several different payment options. We accept Visa, Mastercard, and American Express, all through the secure Shopify payment platform. We also accept Bitcoin and PayPal.
What currency are your products listed in?
All of our products are listed in Canadian Dollars (CDN). Your financial institution may use a different exchange rate, or even charge a fee for the exchange. Please contact your financial institution for more information.
How do I use my discount code?
During the checkout process, there is an area in the upper left (on desktop) for you to input your discount code. Simply input the code and hit apply for the price to update.
How much will my customs fee be?
Since there are so many different countries, all with different customs fees, you'll have to get in touch with your country's customs office BEFORE you make your purchase so that there are no surprises when your item arrives.
Shipping and Processing
Can I make changes to my order?
Yes, absolutely! We accept changes to orders by emailing firstname.lastname@example.org to make changes to your order with East Coast Couture. Just send us an email within one hour from the time you placed your order.
We can't add anything to your order once it has been submitted, but if you have made multiple separate purchases, we will ship them together, provided you send us an email first.
If you would like to remove an item from your order, we will have to cancel the entire order and you can place a new order with the appropriate product(s).
How do I cancel a product that is made to order?
We can't cancel the order once it has been shipped, but made to order products can be cancelled anytime prior to shipping. Just send us an email at email@example.com.
To cancel any order, simply send us an email within one hour from making the order.
How do I return my order?
We have a 30 day return policy. The 30 day period starts from the day you receive your order. You can view the entire return policy here.
If you would like to make a return of your order, either full or partial, please view the East Coast Couture return policy as there is important information there.
How long does it take to process a return?
We endeavor to process all returns within 48 hours of receipt. We will send an email to the email address on your account once we have received and processed the return.
We would also hope for some feedback as to the return reason so that we can ensure the highest quality and service for our valued customers.
Where is my order?
If you haven't received a shipping confirmation email from us, send us a quick email at firstname.lastname@example.org and we will investigate. Please remember, made to order (MTO) items may take from 5-10 business days to manufacture, although we do strive to have the items made much quicker. We will keep you updated as to the status of production.
You will also receive a shipping confirmation email with a tracking code once we ship your package.
Can I jump the queue for production?
All orders are processed in chronologically. If you would like your order to be made more quickly than the standard made to order (MTO) time frame, check for the 2DP logo in the description.
2DP orders cost slightly more, but we guarantee that the product will be produced within 2 days (there will still be shipping time to account for). If there is no 2DP logo, that means that we are only accepting the standard made to order (MTO) time frame of 5-10 business days. This is usually due to order volumes for highly sought after products.
What about sending me items that are in stock separately from the made to order items?
If you have ordered both items that are in stock and made to order items on the same purchase, we will send all orders once the production is complete on the made to order items.
If you would like the in stock items before production has completed on the made to order items, send us an email at email@example.com to cancel your order, then proceed to reorder making separate purchases with in stock items on one order and made to order items on another.
What does Made To Order mean?
Some of our products are Made to Order so that you can order them whenever you wish, and you won't need to wait for us to restock them. This means that when you place your order, we go and make it. Depending on order volumes, production can take from 5-10 business days. We will keep you updated by email during the production process, and once it's finished, we ship it out.
This doesn’t however mean custom measurements.
When we run out of inventory of a product, we will list the product as either MTO or 2DP.
What does 2DP mean?
2DP means 2 day production. That means that prior to a release, we will do a 2-day made to order production of your item. Each item that you order that is marked 2DP will add 2 days to the total production time. Depending on order volume, the 2DP may be limited time only, then we revert to 5-10 business day made to order production. If you have ordered during 2DP, your item will be produced within 2 days, then shipped.
What is a Rack Sale?
Rack sales are sometimes found during or after fashion shows. A designer will sell the outfits that were presented on the runway, and some that weren't, directly to consumers. They are sold without alterations. The quality may vary between outfits, and some outfits may never make it into production. This can also help a designer determine demand for a specific style.
East Coast Couture offers Rack Sales throughout the year. Some outfits you see in our fashion shows and they may not make on the website it for sale. Some will make it to full production.
It says "Sold Out, MTO, 2DP, or Pre-Order, RS". What's the difference?
All of our clothes have limited production runs. This means that each person that buys an outfit will be one of very few people to own that design. You may see the following in the description of our products:
Sold out: These outfits are sold out and are no longer in production. They will be moved to another section of the website for people to see our past designs, but they will no longer be produced.
MTO: Made to Order outfits are in high demand, so much so that we can't keep enough inventory on hand. Therefore, each outfit may take from 5 to 10 business days to make especially for you!
2DP: If you see the 2DP logo in the description, that means that you can pay slightly more to have your outfit moved to the top of the production queue. We guarantee that your outfit will be made within 48 hours from purchase time. You still must calculate shipping into the total time.
Pre-Order: These items are in production. Once production is completed, all pre-orders will be shipped out chronologically. We often receive production runs from our seamstresses in batches, and we ship as many as we can from each batch to the pre-order customers before we show any inventory.
RS: Restock means a production run is complete and we have received shipment of a production run or the shipment is on the way from the manufacturer and we are preparing it for stocking.
Where are your products made?
All of our clothes are proudly made in Moncton, New Brunswick, which is in Atlantic Canada.
Where do you get your fabrics?
We get a lot of fabrics locally, which may be imported by the local supplier. We do find some fabrics from all across the world, especially when we are traveling and we see something that catches our eye.