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:

    1. Remove any existing labels, stickers or other materials from the outside of the box.
    2. 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 product-inquiry@ecrustyle.com and we will provide this number for you.

    Follow these steps to process your return:

    1. Once you enter your order number you will be given a return label that you can print from your computer.
    2. Once you have printed your return label remove any existing labels, stickers or other materials from the outside of the box.
    3. Affix the prepaid return label and drop off at any USPS facility.

    Start a return

  • 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 product-inquiry@ecrustyle.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

Product info & sizing

General information

Ecru Style Rewards

Afterpay

  • 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!