What courier do you use for deliveries?
We use Pronto as our courier partner deliver island wide in Sri Lanka. For international shipping we use FedEx and Sri Lanka Post courier services.
How long does it take for home delivery?
Our delivery would take 1-3 days to reach your address. In some rare cases it may take 5 days but not more than that.
I placed an order on Friday for next day delivery, why did I not get it until Tuesday?
Our cut off point is 4pm, Monday to Friday. Any order placed after 4pm will be processed through our dispatch system the next working day. We currently do not deliver at weekends.
Why am I being charged for delivery on my order when it states standard delivery is free?
We do a free delivery island wide with minimum order requirement (3000 LKR). In such cases when your order total is less than our minimum, there will be a flat rate of 250 LKR will be charged automatically. In case if you have accidentally selected flat rate manually, we will do a refund through our courier partner.
I haven’t received a dispatch email/email confirmation?
Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain eshandlooms.com to your safe senders list.
Can I collect from a local store?
We offer a reserve and collect service. This is available by contacting our hotline – 77 8834 786. Please be aware, if the product is not available in a local store, you are unable to reserve it.
Do you deliver on Weekend?
No, our courier company do not offer the service to deliver on weekends currently.
I paid 250 LKR for delivery, why did I not get it next day?
Our 250 LKR delivery charge is not for a next day service, it is a charge for the courier company to deliver a parcel that was not counted under our minimum order amount requirement.
Why can’t I select next day delivery?
Our delivery mostly reach next day at your door. But we don’t offer that as next delivery service. Such other dependencies might effect the delivery for our courier partner. In those cases your delivery would reach you within 3 days top.
Can I track my item?
You can track your deliveries by calling our hotline number. Mostly the deliveries will reach you within 1-3 days and we don’t need to offer tracking number for this instance. For international orders we will provide tracking details through the email automatically.
Can someone else sign for my delivery?
Yes, it does not have to be the addressee. Our courier delivery person will contact you by the mobile and you can advice him to give it to someone else in your home.
I'm new, how do I order?
At East Star Handlooms we go to great lengths to ensure your shopping experience is as easy and secure as possible. Feel free to browse our shop page. In case if you already know the code number you want to purchase, you can simply search it through our search bar. Our search system also let you to search by name, color and categories. If you need any help select a product, feel free to give a call to our hotline on 77 8834 786 .
Is it safe to order online?
Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer. Security checks are also made on all transactions, to ensure the authenticity of each card payment. More about safely buying online
Which credit cards do you accept?
We currently accept the following credit cards on www.eshandlooms.com:
In our retail stores – Mastercard, VISA, Maestro, Visa Debit, and Amex are accepted.
What currencies can I use?
Orders made in Sri Lanka, currency will be used as LKR. Anywhere else would go through using USD.
How do I apply a promotional code?
You can add a valid promotion code in the Basket. Our promotional period codes normally will be applied automatically.
Can I use a different payment method?
Yes. You can use direct bank transfer with the bank options available. When you made the order you will be given all the account details you suppose to do the transfer. Your order will be hold until you confirm the transaction. If the transaction not made within 24 hours, your order will be cancelled automatically.
You can also pay through Ez Cash using our payment partner – Genie. Please select pay by card option and select the Ez cash from Genie payment page.
When will my card be charged for my order?
Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.
Where is my order?
Most of our deliveries are sent via Pronto courier service and we will send you an automated email with the invoice of your order. You can also find your order details in My Account
Where do I find the phone number for one of your branches?
You can find details for any branch, in our store locator section. This is located at the top right of every page on our website or Find a store here.
How can I make a complaint?
In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us
Is it possible to change the address/cancel or amend my order?
Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.
Can I have an update on my order status?
You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area. You will also get an email when your order was handed over to our courier partner.
Can I pay by cash on delivery for order online?
No, currently we don’t offer cash on delivery service.
I have a new email address, and I am unable to reset my password. How do I change my password?
We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.
How do I return an item?
In case of returning the item you received please contact our hotline and make a reservation to get collected by our courier partner. Once everything is arranged, you can hand it over to the person came of collection and we will process it.
Can you confirm you have received my return?
We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.We suggest you make a note of the shipping reference given when you sent the item back. For any kind of matter, please feel free to contact our hotline.
How long will it be before I get a refund?
We don’t give a refund for a mutual cause. You can select any of other products as a replacement instead.
What do I do if I have received a damaged item?
Please call our hotline and make an arrangement to return the product. We will send you a replacement as soon as you arrange the return by contacting us.
Who pays for return postage?
Since we will be sending back you a replacement after you return the product, we will bear the return cost. In some cases you may be slightly charged for return product. This can differ case by case.
How do I make a complaint?
If you are not happy about any service we offer or you have a general comment, feel free to write to us on email@example.com.