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How do I make a return?Updated a year ago

Ecru has redesigned its exchanges & returns process to make it simpler for you.

PLEASE NOTE, ITEMS MARKED FINAL SALE CANNOT BE RETURNED OR EXCHANGED AND WILL NOT BE APPROVED.

RETURN PROCESS:

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 time processing a return with ecru, an email will be sent to you with a randomized code to verify your identity. Enter the code and you will be presented with a history of your ecru purchases. 

Follow these steps to process your return:

  1. Find the order you wish to return in your order history. 
  2. Click "Request Return" & enter the reason for return. 
  3. You will receive a confirmation email as soon as your request has been approved and then you will receive an email with a link to download a return shipping label.   
  4. Once you have printed your return label, remove any existing labels, stickers or other materials from the outside of your package/box.
  5. Include your original packing slip or a copy of your approved return request in the package before sealing the return package.
  6. Affix the prepaid return label and drop off at any USPS facility.


START A RETURN

IF YOUR ORDER WAS DELIVERED OVER 21 DAYS AGO, YOU WILL NOT BE ABLE TO PROCESS A RETURN.  PLEASE EMAIL OR CALL OUR CUSTOMER SERVICE TEAM FOR ASSISTANCE. LATE RETURNS MAY BE APPROVED AT THE DISCRETION OF ECRU.  

[email protected]  OR 1-855-879-3278 EXT 1.

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 6 PM EST.  Please leave a voice message and we will get back to you s quickly as possible, or on the next business day. If you would prefer not to call, you can indicate that you would like an exchange in the notes field below the reason for return and someone from our customer service team will reach out to you to complete your exchange.  



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