Orders & Shipping
Where is my order?
Click on the link in your shipping confirmation email for your tracking number. If you placed a phone order, please call 855.879.3278 ext. 1.
Tracking is not available for international delivery.
How fast are orders processed?
If you order before 1 pm EST, Monday – Friday, your order will pack and ship the same day. Please allow between 4-7 days for orders to arrive depending on your location.
Please note, we do not ship for Saturday delivery.
How do I update my profile?
You must sign in to your profile using your email address and password. To update/change your profile click here.
If you do not remember your password, you will need to click on “Forgot Password” and an email will be sent to you to reset it.
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.
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.
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 charge for shipping?
Ecru offers Free Standard Shipping for all domestic orders via UPS ground. Please note that we do not deliver to P.O. box addresses.
Shipping to Canada is $30 and will take between 8 – 11 days.
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.
Returns & Exchanges
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.
How do I make a Return?
To process a return go here.
How do I make an exchange?
Please contact our customer service department by calling 855.879.3278 ext. 1 or email us at email@example.com to arrange your exchange.
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?
Yes, all items can be returned within 30 days, unworn, unwashed, and with the tags attached.
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.
Product Info & Sizing
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 here.
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.
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 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 email@example.com to set up a time that is convenient for you.
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.
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.
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.
Does this need to be dry cleaned?
Each style has a “Fabric & 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.
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.
Is there a store near me?
Please click here to use our Store Locator tool.
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 email blast that we send out.