Frequently asked questions
Exchanges & returns
How do I make an exchange?
Click on the Exchange button below and enter your Web PO order number from the invoice that was included in your shipment or the order confirmation email that you received after your purchase. If you do not have this document please contact us via e-mail and we will provide it for you.
Follow the steps to process your exchange.
Once you enter this information you will be given a return label that you can print from your computer.
Once you have printed your return label:
- Remove any existing labels, stickers or other materials from the outside of the box.
- Affix the prepaid return label and drop off at any USPS facility.
How do I make a return?
Click on the Return button below and enter your order number from the invoice that was included in your shipment or the order confirmation email that you received after your purchase.
If you do not have this document please e-mail us at firstname.lastname@example.org and we will provide this number for you.
Follow these steps to process your return:
- Once you enter your order number you will be given a return label that you can print from your computer.
- Once you have printed your return label remove any existing labels, stickers or other materials from the outside of the box.
- Affix the prepaid return label and drop off at any USPS facility.
What is your return/exchange policy?
Defective, unworn, unwashed and unused merchandise may be returned within 30 days after purchase for a full refund or exchange. Returned items must be sent back new and unused with all original garment tags attached.
If you would like to return your items for a store credit, you will receive an additional 10% to be used on a future purchase.
If you have a defective item to return, please call or email our customer service department at 855.879.3278 ext. 1 or email email@example.com for additional instructions.
When can I expect my refund?
Refunds will be issued in the original payment form within 7 business days from receipt of the returned items.
Can I return items on sale?
Final sale items can NOT be returned or exchanged. Final sale items are notated as such on the style page with "This product is final sale" in red. It is also notated in your confirmation email.
Full price items can be returned within 30 days of purchase, unworn, unwashed, and with the tags attached.
Merchandise approved to be returned past the 30 day window will be issued at the lowest sale price. Late returns may be approved at the discretion of ecru.
Can I return in-store purchases online?
No – retailers are independent and not owned by Ecru. If you purchased an item at a store, you will need to return it to the place of purchase.
Orders & shipping
How secure is the checkout process?
Ecru’s checkout is PCI DSS compliant. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure. Click here to learn more.
Do you charge for shipping?
Ecru offers Free Standard Shipping via UPS ground for all domestic orders over $125, all orders under $125 will be charged a $8 shipping fee.
Shipping to Canada and Hawaii is $30 and will take between 8 – 11 days.
When will my pre-order become available?
The expected delivery date is indicated on the product page underneath the Add to Cart button.
This is an estimate and the expected delivery date can always change. We will notify you if the expected delivery date is pushed back significantly.
How will my order be processed if it contains both available and pre-order items?
Your pre-order purchases will be shipped separately when they become available.
Do you charge for pre-orders?
Yes, you will be charged at the time of placing your pre-order so that we can reserve the item for you.
Do you offer gift cards?
Yes – to purchase a Gift Card, click here.
Gift cards are delivered by email and contain instructions on how to redeem them at checkout.
Can I update/cancel my order or change my address?
For any changes to or questions about your order, please e-mail us at firstname.lastname@example.org or call 855.879.3278 ext. 1.
Can I return in-store purchases online?
Yes – refer to our Exchanges & Returns section for instructions.
What forms of payment do you take and what currency are your prices in?
We accept Master Card, Visa, American Express, and PayPal. All prices are U.S currency.
What happens when I choose an item that is on Notify Me?
When you leave your name and e-mail for those items we will notify you via e-mail when the item comes in stock.
Do you ship internationally?
Ecru does not ship internationally at this time except to Canada.
Can I expedite my shipping?
Yes, please email us at email@example.com or call us at 1-855-879-3278 EXT 1, and we will give you a cost for expedited shipping based on your order.
Orders placed Saturday - Sunday will be processed on Monday. All orders ship from New York, most orders ship within 24h.
Can you notify me when this will be in stock again?
You can email us at firstname.lastname@example.org and we will keep your e-mail on file if the item is due back in. If not we can give you a list of retailers that carry that item and you can arrange to have it sent directly to you.
What if my item/items are damaged, defective, or incorrect?
Please call us at 855.879.3278 ext. 1 or email email@example.com, for issues with your order including damaged, defective or incorrect orders.
I have a coupon code but it is not applying to my purchase.
Please contact us by calling 855.879.3278 ext. 1 or email firstname.lastname@example.org to help you apply a coupon code that is not working.
I used my coupon code previously but returned the item. Can I use the code again?
Yes, you can use the coupon code again if you returned your first purchase and received a full refund. But coupon codes may only be used on full priced items and do not apply to any sale merchandise.
To re-use a coupon on a returned item you will need to contact customer service at email@example.com.
Product info & sizing
Can I still purchase pants made in previous seasonal fabrics?
All current available styles can be found on our website, feel free to get in touch if there is something specific you are looking for and we’ll be glad to help!
How do the pant fabrics and styles differ in ecru’s line?
We are here to help you find your perfect pant! Please contact us by calling 855.879.3278 ext. 1 or email firstname.lastname@example.org to discuss further.
How do I find specific pant measurements, like inseam?
Each pant style has Size & Fit information (tab is located at the top of this popup) which provides the Waist, Hip, and Inseam measurements. When in doubt about which size to choose, follow your waist measurement.
If you need assistance, please feel free contact us by calling 855.879.3278 ext. 1 or email email@example.com so we can help.
How do I find my perfect pant size?
While we know that our beautiful clients come in different shapes and sizes, our goal is for ecru pants to fit a broad range of women. If you follow our sizing guides, you will be very close but may may need to have your ecru pants altered slightly for the perfect fit for your body.
- I have more questions, what should I do?
What’s the care and cleaning information?
Our recommendations for care and cleaning are listed in the Details menu.
Do you carry petite sizing?
At this time we do not carry specific petite sizing. Please refer to the Size & Fit tab located at the top of this popup to view the measurement information. Please note that inseam can be easily adjusted by your favorite tailor if needed.
Is your sizing standard U.S.?
All clothing lines have a unique fit and the term “Standard” U.S. sizing is a misnomer. Please refer to the detailed size chart located at the Size & Fit tab located on the top of this popup for sizing information detailing Waist and Hip measurement for pants and Bust measurement for tops.
What if you’re out of my size?
Please contact us by calling 855.879.3278 ext. 1 or email firstname.lastname@example.org for information on restocking or for help in locating a retailer that may carry the item you are looking for.
- How do I subscribe/unsubscribe from the catalog?
How do I subscribe/unsubscribe to the email?
Use the form in the site footer to subscribe to the email. You will have a link to unsubscribe at the bottom of every newsletter email that we send out.
Is there a store near me?
Please click here to use our Store Locator tool.
How do I speak to someone in customer service?
Please contact us by calling 855.879.3278 ext. 1 or email email@example.com.
Ecru Style Rewards
What can I redeem my reward points for?
Rewards can only be redeemed in these increments:
- $10 off - 100 points
- $25 off – 250 points
- $50 off – 500 points
- $100 off – 1000 points
- $250 off – 2500 points
When do I receive my Birthday reward?
You will receive your Birthday reward on your birthday.
Can I redeem my points and also use a different discount code?
Reward points cannot be combined with any other discount offers.
How do I redeem my $25 welcome offer for creating an account?
When you sign up for our Style Rewards program you will immediately receive 250 points. You can redeem these points during checkout to receive $25 off your order. Use the Style Rewards section in Checkout to see your point balance, and to apply your points towards a discount.
Why can’t I redeem my Birthday reward?
To qualify for the Birthday reward, you must sign up for ecru Style Rewards at least one month prior to your birth date.
How do I Refer a Friend?
Simply share the link shown in the Refer a Friend section. If your friend makes a purchase of $125 or more, you will both receive 25% off your next full priced purchase.
How do I join?
Joining is easy! If you have shopped with us before you can click on the log in button at the top of the Style Rewards page, or register a new account. Once you're registered with our store, you'll have the opportunity to take part in all of the exciting ways we currently offer to earn points!
How do I redeem my points?
Exchanging your points for great rewards couldn't be easier! Simply visit the 'Redeem Points' section on the Style Rewards page to view all of our great reward options. You can redeem your points during the checkout process, make sure you are logged in to your ecru account.
How can I earn points?
To learn how you can earn ecru style points please refer to the section on our Style Rewards page entitled 'Earning Points' to view and take part in our current opportunities.
How do I check my points balance?
You must be logged in to your account to view your account balance, it will always be displayed at the top of your Style Rewards page.
Does it cost anything to begin earning points?
Absolutely not! Sign up is 100% free, and it will never cost you anything to earn points.
I already had an account at ecru, how do I create a rewards account?
Every ecru account holder is automatically enrolled in our Style Rewards program, so all you need to do is make sure you are logged in to the store with your username and password and you will be able to start earning points!
- How do I contact support if I have questions about my points?
How will I earn points when I refer a friend?
Your friend will need to complete an order of $125 or more for you to earn 25% off your next order. Your friend will also receive 25% off when they make their first full priced order. There is no limit to how many friends you can refer.
Will my points expire?
Your points will expire after 12 months of inactivity. Earning and redeeming points count towards activity.
What happens to my points if I make a return?
Returns and other adjustments, such as a price adjustment, will reduce your points balance by the total amount you returned. If you make a partial refund, only those points would be removed from your account. This also counts for points earned via the Refer a Friend option when your friend makes a return on their order.
How long will it take for points to post to my account?
You will receive points in your account instantly either by making a purchase or completing any of the ways you can earn ecru Style Rewards. Points earned via Refer a Friend will show up once your friend makes a purchase of $125 or more.
Can I redeem my points on Sale items?
Reward points cannot be redeemed towards sale items.
When can I redeem my points for a reward?
You need a minimum of 100 available ecru Style Reward points.
Can I use Afterpay with special offers?
Yes, you will be able to use Afterpay on orders after applying a discount code, or during special sales.
How do I return or exchange an item purchased with Afterpay?
Afterpay returns follow our standard returns process. As soon as the refund is processed it will drop into your Afterpay online account.
Is there a limit to how much I can spend on a single Afterpay transaction?
Yes, your order value must be between $35 and $1,000 to use Afterpay.
When will I receive my Afterpay order?
Afterpay orders are delivered within our standard shipping timeframes like any other order.
What if I am unable to pay for my Afterpay installment?
If funds are not available at the time the automatic payment is due, you will be charged an $8 late fee by Afterpay. An additional $8 fee will be charged if the missed payment is not made within 7 days. Late fees will not exceed 25% of the total order. Click here to read the Afterpay Purchase Agreement.
How does the Afterpay payment schedule work?
All Afterpay customers are required to make their first payment at the time of purchase. The remaining three payments are deducted automatically every 2 weeks in equal installments from your selected payment method.
If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early. Afterpay will then adjust the amount owed accordingly.
You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.
Can I use Afterpay with my Style Reward points?
You will still earn ecru Style Reward points for the full value of your purchase!
You will also be able to redeem your Style Reward points for a discount towards Afterpay orders.
How do I use Afterpay?
Just shop and check out as usual. At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details. If you’ve used Afterpay before, just log in to your Afterpay account. Then complete your order!
Please note, all items in your shopping bag must be eligible and the cart value must be between $35 and $1,000.
What is Afterpay?
Afterpay allows you to have your orders shipped to you as per normal and pay it off over four equal instalments.
Click here to learn more about how it works!