COVID-19 and Encircled FAQs

March 17, 2020 3 min read


Hello friends,

As we continue to navigate the impact of the coronavirus (COVID-19), I wanted to reassure you that the health and wellness of our community, customers, team members, and suppliers is our top priority. The situation is changing rapidly, and we're doing our best to keep you informed while maintaining the safety and health of our team members. We currently continue to have our retail closed until further notice but are happy to ship your order to you.

Updated: November 29, 2021

With gratitude,


Kristi Founder/CEO Encircled


Is Encircled open for business?

Yes! We’re able to ship our existing product from our studio as all mail systems are operational in most countries. Generally, we ship on the same timeline as usual (48-72 hours from order to picking/packing/shipping). Delays may occur in international shipments as mail streams are feeling the impact of COVID-19. Please reach out to us for details if you're unsure on ship timing and what service to choose. 

How many days a week are you shipping?

We ship 5 days a week. Our goal is to keep our team safe, and be able to help you get your comfy clothing to your door as safely as possible. Delays are possible due to the influx of inventory incoming into our studio, and the time frame with which we let the inventory sit before its quality checked, stocked and shipped.


How are you helping the community right now?

In March 2020, we donated to Doctor's without Borders. We're also offering our Organic Cotton Blend Face Masks for donation (by you) and we're donating them directly as well to help keep our community safe in Toronto. These non-medical grade cotton face masks be available for sale in 5-packs/3-packs, and donation in 5-packs/3-packs. 

Our first two batches of donations went to the Michael Garron Hospital #PPEDrive in Toronto. Our next batch is being donated to the St. James Community Service providers network.  


Where to get fabric face masks in Toronto or Canada?

\We're selling them in 5-packs and 3-packs on our website. Our newest mask design uses GOTS-certified Organic Cotton blended with Recycled Polyester, and is Made in Toronto. You can also donate a pack. 


How are you ensuring team member safety in your warehouse?

We currently have only essential team members working in our warehouse/studio, at a maximum of 7 team members at a time. All have been provided with appropriate PPE, and we currently have a face mask policy in place at work.

Any employees are also not interacting face to face with any shipping providers. We also have multiple hand washing stations, and sanitizing stations in the office. If team members are in the studio/warehouse at the same time, they're on opposite sides of our office and practicing social distancing and must complete a questionnaire and temperature checks prior to entering the studio.

All other team members are working from home until further notice.


Can I come pick-up my order? Or Book an in-studio shopping appointment?

Pick-up orders are now allowed. Please checkout as normal, and email our team post purchase to arrange a refund of your ship fees. Our email is contact@encircled.ca

All pick-up orders are contactless and will be left outside our studio door once you confirmed your pick-up time. If at anytime after placing a pick-up order, you start to experience symptoms of COVID-19, please let us know and we'll arrange for shipment of your order instead.

Shopping appointments are not available right now as our studio is currently closed to the public, but you can book a  virtual fit appointment here.

Will you be popping up shop soon?

We've got two events in December 2021. Keep an eye on our  events page for updates, when we have more info.

How can I contact someone at Encircled?

As we’re on limiting staffing right now, email is best.  Click here to contact us. Alternatively, we now have a customer love phone number that you can text or call during business hours. It’s 1-877-7-ENCIR-0 or 1-877-736-2470

Will my return be processed?

Effective October 2, 2021, we've reverted back to 30-day returns. Our previous temporary 90-day return policy will be in place for any orders placed prior to October 2nd, 2021. We’re still processing returns slowly as we have limited staffing and border delays for international returns.

Are you launching new designs?

If you're curious about what we're working on  you can sign-up for a waitlist here to be notified when our new designs do go live!

Alternatively, follow us on  Instagram, where we love to engage with our customers on new product ideas!



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