Return and Exchange

COVID-19 Updated Return Policy

We are extending our return policies by 28 days, counts from the date of your order's delivery. You will have 28 days to return your order, if your purchase is still in saleable condition, your refund will be credited to the original form of payment.

 

We will NOT accept a return of merchandise that has been and/or found:

  1. Returned without attached Ecru Emissary tags, and/or any accompanying materials that were originally included

  2. Worn

  3. Used 

  4. Washed

  5. Damaged 

  6. Altered

  7. Smell of perfume

  8. Any kind of cosmetics stains

  9. Scratch and/or Stain, related to handbag products

Note:

  • Merchandise will be returned at customer's own cost if any return merchandise disqualifies our return policy.

  • All returns are subject to evaluation by Ecru Emissary. 

Order Return

Please email return@ecruemissary.com and provide the order information:

  1. Your order number

  2. Your first and last name

  3. Name of return merchandise

  4. You will receive a confirmation email attached with a free return label once return order has been processed

  5. Follow the instruction of procedure in your confirmation email

Note: 

  • If a return merchandise's protection bag or hanger is missing, an extra environment protection fee $5 - $10 will be charged.

  • Each label can be used for one return only.

  • Please be assured that any information you provide will be handled in accordance with our customer privacy policy. 

Exchange

We will NOT accept the exchange merchandise during COVID-19 pandemic. If exchange is needed, please place a new order. To waive your new order shipping charge, please contact us for further assistance.

Note:

Shipping charge will be waived for new order of exchange only.

Final Sales

We will NOT accept returns or exchanges of merchandise marked as final sale; all sales are final under this category. No exception will be accepted. Your will find a note with brighter color font at product description if the merchandise is a final sale item.

 

Pre-order Shoes

We will NOT be able to cancel pre-order shoes order once it has been processed for production. Most of pre-order shoes sales are final and nonrefundable. Detailed information will be presented at product description. 

Note: 

Shoes except pre-order are returnable, be sure to try on shoes on the carpet since shoes scuff very easily on any hard surface. Shoe boxes are an important part of product presentation, it must be returned undamaged. 

Silk Products

Silk material is very fragile. All original materials including product protection bag & cloth hanger MUST be included and place properly onto the product to protect merchandise from damage during return shipments.

Note:

Customer will be responsible for any damage return merchandise if protection bag or hanger is missing or misplaced for return purposes, the damaged merchandise will be returned to customer at customer's own cost.

Swimwear & Lingerie

For sanitary reasons, please try on swimwear and lingerie over underwear.

Special policy for order amount of $1000 or more

We suggest our customers submit orders reasonably. If a discount applied order's return merchandises value more than $1000 within a month, and these return merchandises are more than 80% of this order. A restocking fee plus an environment protection fee 10% of the order will be charged, and it will be deducted from part of the refund.