Return and Exchanges


Return policy

Purchases made on our website may be returned for a refund within 14 days from the date of delivery. We offer free returns. Please email for return instructions. No returns will be accepted past the 14-day window. Ecru Emissary reserves the right to refuse returns for any merchandise not in resalable condition.


Conditions of Return

- Items must be in its original condition (unwashed, unworn, and unused) with all Ecru Emissary or designer tags attached. 

- Handbags must be returned with protective dust cover and carefully wrapped with bubble wrap or other packaging materials. 

- Footwear must be returned with protective dust cover and original shoebox, and placed inside an additional cardboard shipping box.

- Please note that Final Sale items are not eligible for refunds or exchanges.

- All special order, pre-order, and made-to-order items are non-refundable.


Ecru Emissary reserves the right to reject any returns which do not comply with our return policy. Returns that do not fulfill our return policy may be shipped back to the client at their own cost.

Returns by Mail

Ecru Emissary only accepts returns by mail. Enclosed with your purchase are our return instructions and return form. The return form must be included in your return shipment. Please follow all included instructions to avoid a delay in processing your returns. 


Please follow the steps below to request a printed return label:


1.     Email

2.     Please provide your name, order number and the reason for your return

3.     A prepaid return label will be sent to your email address


For a missing replacement label, please contact


Order Changes & Cancellation

You can email to request a cancellation or make any changes to your order. We are only able to cancel or change your order if it is still currently processing. Unfortunately, Ecru Emissary cannot make any changes for orders that have already shipped. 



We do not accept exchange at the moment. Please return any unwanted merchandise for a refund, and then place a new order for additional items. 

Processing Your Refund

Once your return has been received and accepted, please allow 7 to 10 business days for your return to be processed. If your return does not meet the conditions listed, the package will be sent back to you at your expense. If your return has been accepted, your refund will be issued and you will receive a return confirmation email. Your refund will be completed via the original payment method, with the amount of return shipping deducted from your refund. 


Undeliverable Package

Undeliverable packages that are returned to us will not automatically be re-shipped. If you would like to make any changes to the delivery address, you are responsible for any re-shipping fees. 

Ecru Emissary 
200 Perry Parkway
Gaithersburg, MD, 20877
Email: contact
Phone: 888.626.7534
(Monday-Saturday 9am-4pm ET)
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