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Returns & Exchanges

What is your return/exchange policy?

Defective, unworn, unwashed and unused merchandise that is not FINAL SALE, may be returned within 21 days of your DELIVERY date for a full refund or exchange. Returned items must be sent back new and unused with all original garment tags attached. Yo

How do I make a return?

Ecru has redesigned its exchanges & returns process to make it simpler for you. To start a return, please read the instructions below and then click the START A RETURN link and look up your order by entering your email address. If this is your first

How do I make an exchange?

Ecru has redesigned its exchanges & returns process to make it simpler for you. MAKE AN EXCHANGE:. If you would like to make an exchange, please contact our customer service department at 1-855-879-3278 EXT 1, Monday through Friday from 10 AM EST to

When can I expect my refund?

Refunds will be issued in the original payment form, usually within 10 business days from receipt of the returned items at our warehouse. Please note that all orders over $125 within the continental United States, receive free shipping. All other ord

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's page with "This product is final sale". It is also notated in your confirmation email, in check out, and on all marketing.

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. If your order was placed through a retail partner website, including Betsy Fisher,  Frances Kahn, Ivy Styl

What happens to my rewards points if I return an item?

In the case of a return, Rewards points will be added back to your account when a refund is processed.