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 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.
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 have a defective item to return, please call or email our customer service department at 855.879.3278 ext. 1 or email firstname.lastname@example.org 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. Please note that we do not deliver to P.O. box addresses at this time.
Shipping to Canada 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, our gift card is available here. Gift cards are delivered by email and contain instructions 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 email@example.com or call 855.879.3278 ext. 1.
Can I return in-store purchases online?
Yes – to purchase a Gift Card, click here.
Gift cards are delivered by email and contain instructions on how to redeem them at checkout.
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?
You can expedite shipping on an order by calling 855.879.3278 ext. 1.
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
Does this need to be dry cleaned?
Each style has a “Care” tab on its page which describes our recommendations for care & cleaning. This tab is located on the style’s page on the right hand side of the page.
What is the rise on this pant?
Each style of pant has a detailed size chart which gives the rise for every size. This can be found on the “Sizing” tab on the style’s page, located on the right hand side of the page.
What is the inseam on this pant?
Each style of pant has a detailed size chart which gives the inseam for the style. This can be found on the “Sizing” tab on the style’s page, located on the right hand side of the page.
Can I still purchase pants in the double stretch fabric?
Unfortunately, we no longer offer the Double Stretch Fabric. It has been replaced with the Power Stretch, which has many features that are sure to make it your favorite new pant fabric. Power Stretch has great stretch. It also has a soft and smooth finish to the touch, takes color beautifully and the fabric has a rich luster with just enough drape to enhance the leg shape. Be sure to buy these to fit tight initially. Power Stretch will relax and mold to your body as you move.
How do the fabrics and styles differ in Ecru pants?
We have many different fabrics and styles of pants in our line. If you are feeling overwhelmed with the choices and need extra guidance we have an Ecru personal stylist who is available to speak with you by appointment. Please contact us by calling 855.879.3278 ext. 1 or emailing firstname.lastname@example.org to set up a time that is convenient for you.
What if you’re out of my size?
Please contact us by calling 855.879.3278 ext. 1 or email email@example.com for information on restocking or for help in locating a retailer that may carry the item you are looking for.
Do you carry petite sizing?
At this time we do not carry any petite sizing in Ecru. But you can use our sizing chart to see Pant leg length and rise for a better idea on the best fit for you.
Is your sizing standard U.S.?
All clothing lines have a unique fit and the term “Standard” U.S. sizing is a misnomer. That is why we offer several fit tools on our website to help you determine your correct size. The first is our detailed size chart that uses your waist & hip measurement for pants and bust measurement for tops. Our detailed sizing chart can be found on each product page.
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 email blast that we send out.
- How do I subscribe/unsubscribe from the catalogue?
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 firstname.lastname@example.org.
Ecru style rewards
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 order.
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 ecru 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 ecru 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 ecru Style Rewards page entitled 'Earning Points' to view and take part in our current opportunities.
What can I redeem my points for?
Glad you asked! We want to make it easy and fun to redeem your hard-earned points. Just visit the 'Redeem Points' section on the ecru Style Rewards page to view all of our exciting reward options.
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 ecru Style Rewards page.
How do I reach the Style Icon tier?
You must have a total of 1500 points in order to become a Style Icon where you can enjoy a 1.5x multiplier on every point earned.
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 ecru 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 retain my Style Icon status?
Once you become a Style Icon, you must earn another 1500 points within a 12 month period to remain at that tier.
- 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 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 250 available ecru Style Reward points.