Exchanges & Returns
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.
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 email@example.com 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.
Defective, unworn, unwashed and unused merchandise may be returned within 21 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.
Please call customer service at (855) 879-3278 ext. 1
Refunds will be issued in the original payment form within 7 business days from receipt of the returned items.
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 21 days of purchase, unworn, unwashed, and with the tags attached.
Merchandise approved to be returned past the 21 day window will be issued at the lowest sale price. Late returns may be approved at the discretion of ecru.
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.
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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.
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 firstname.lastname@example.org.
The expectedShipping Date is indicated on the product page underneath the Add to Cart button.
This is an estimate and the expected shipping date can always change. We will notify you if the expected shipping date is pushed back significantly.
Yes, you will be charged at the time of placing your pre-order so that we can reserve the item for you.
We accept Master Card, Visa, American Express, and PayPal. All prices are U.S currency.
When you leave your name and e-mail for those items we will notify you via e-mail when the item comes in stock.
You can email us at email@example.com 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.
Ecru does not ship internationally at this time except to Canada.
Yes, please email us at firstname.lastname@example.org 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.
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, Puerto Rico, and Hawaii is $30 and will take between 8 – 11 days.
Ecru Style Rewards
Rewards points may not be used in combination with any other discount codes or sale items.
Rewards points will expire for any account that has been inactive, without a purchase, in a one year period.
Rewards points are accrued with each new purchase, with 1 point value for each $1 spent.
In the case of a return, Rewards points will be added back to your account when a refund is processed.
When making an exchange on a style that your purchased using Reward points, you will receive the item at the same price you paid, and the rewards points will still apply.
Birthday Rewards points will automatically be added to your account on your birthdate each year. They do not get added when you enter your birthday – only on the date.