We love our customers. Seriously.
And we want the feeling to be mutual! We want to make your experience with Encircled as memorable as your everyday adventures and epic journeys.
For frequently asked questions on returns, exchanges, and other questions, check our FAQ's or email us at firstname.lastname@example.org
Due to the ongoing COVID-19 pandemic, we are extending our return policy. We will accept returns up to 90 days from the date that you receive your package, so that we can spare you a trip to the post office during this difficult time. The health and safety of our customers is very important to us.
Yay! Your shipment has arrived. Try it on. Don't wash the items, or remove any care labels or tags. If you don't love it, contact us to request a return.
We offer a full refund on new, unworn merchandise provided that we are notified within 90 days of receipt of the product. Exception is final sale items, which are non-returnable/non-refundable/no exchanges, and special promotion items (see promotion for terms). In order to be eligible for a return, the merchandise must be unworn and in it's original condition. We do carefully inspect all items, so please practice good karma and be careful when trying on items (i.e. remove jewelry, do not apply perfume). If the item(s) is not in its original condition (I.e. pet hair, makeup stains, smoke or food odour, visibly worn, etc.) you will be responsible for loss in value, and not eligible for a refund. The items will be shipped back to you at your cost, or donated upon request.
To initiate a US return, please follow the instructions below:
What if I don’t want to use the pre-paid label and instead use my own shipping provider?
You can ship back the package using the shipping provider of your choice, however, you will be responsible for all ship costs and duties, with no reimbursement of any kind from Encircled. Any duties or brokerage fees allocated will be withheld from the refund.
Returns are first sent to our warehouse in New York and they take around 1-2 weeks to arrive at our studio in Toronto, Canada. Once they arrive at Encircled, they’re processed within 1-3 business days. Generally, it takes 3-5 business days for the refund to appear on your statement.
We do not accept returns outside of our Return Policy, however, in special circumstances when an exception to a return outside of the policy is made, an $18.00 restocking fee will be applicable per return.
To initiate an international return, please follow the instructions below:
Who pays the return shipping costs for outside-US returns?
Customers are responsible for covering the cost of shipping returns/exchanges back to us. We do offer a credit on a future order in the amount of the ship back cost (up to $20USD), which can be redeemed at any time within a year of issuance. Ship credits are a maximum of $100 for a one year period. This credit is issued via a gift card online and cannot be transferred or redeemed for cash. Just leave a note during checkout that you'd like to apply the credit, or feel free to send us an email to request a ship credit prior to placing your next order.
What happens when my return is received?
Once we receive your return back, we'll refund it to your original payment method excluding ship fees, which are non-refundable. We regret the inconvenience this may cause, however, if a return and a full refund are required, this can only be done to the original purchaser’s payment method on file with us. Returns are processed within 7-10 business days of receipt at Encircled. Generally, it takes 3-5 business days to appear on your statement.
If you would like to exchange something for a different size, style or colour, please return the original item(s) for a full refund using our above return instructions and place a new order.
Items on our Sale Rack and other final sale items cannot be returned or exchanged.
If your original purchase was made during a promotion or with a promo code, and you wish to exchange it, provided the promotion is stillactive on our site and not expired, we can apply it to your exchange. If the promotion has expired, however, it cannot be applied.
If an item that you purchased is placed on sale within 7 days of your order date, we will price match in the form of store credit on an e-gift card. Please email our Customer Love team at email@example.com.
During special annual sales, we will price match for any items on sale if you ordered within 24 hours before the sale was posted. Please email firstname.lastname@example.org, and we can coordinate providing store credit in the form of an e-gift card.
If you’ve pre-order an item for Encircled, the pre-order item and your other items will ship together. Shipping is incredibly taxing on the environment, and it’s more convenient to receive in one package.
Oops. Someone might've been recovering from jet lag and shipped the wrong one.Let us know, and we’ll take care of the rest.
If you purchased a multi-pack (2-pack or 3-pack) and would like to return or exchange a piece, the entire multi-pack needs to be returned. We do not issue returns or exchanges on individual pieces from multi-packs. If you purchased a kit and would like to exchange a design for a different size or colour, please reach out to Customer Love. If you purchased a kit and would like to return an item, the entire kit needs to be returned.
We hold our designs to a high standard and we expect our customers to as well. Should you feel that your garment hasn’t performed well enough for you (outside of regular wear-and-tear, of course) please reach out toCustomer Love to discuss your options.
If you’re not happy with your gift or were gifted the wrong size, we’d be happy to return the item in new condition for store credit or make arrangements for the correct size or colour - this way you can get something you’ll really love.Contact us for help! Gift exchanges must be received in new and unused condition and can only be exchanged for other Encircled merchandise.
If you’re within the US,the ‘gifted’ (that’s you!) can request a pre-paid shipping label from us for USPS for $10 or you can ship it back to us at your cost using another provider.Then, we will cover the outbound shipping cost for any exchanges provided it meets our ship minimums. If it does not, however, you will be responsible for paying the outbound shipping.
If you’re outside of the US and Canadaand you’ve been gifted an Encircled design, you’re responsible for paying the shipping charges to get the item back to us and any outbound shipping charges. Upon receipt of the exchange, we’ll issue a gift card for the ship charges for our store up to a maximum of $20. Score! We do not give refunds on gift purchases under any circumstances. Our gift exchange/return policy is good for within 30 days of receipt of the product by the purchaser.
We do not provide refunds for the cost to ship back the gifted item for either refunds or exchanges. We will, however, cover the outbound shipping cost for any exchanges provided it meets our ship minimums.
Gifting just got easier. Our wrapping service will get your gift beautifully boxed, with a hand written card and a festive fern sprig. Just click add to cart, add your personalized message at checkout and we’ll take care of the rest. Gift wrapping is non-refundable and fully recyclable.