What is your return policy?
We offer a full refund on returns provided we are notified of your intent to return the item(s) within 14 days of receiving your package. Exceptions are on final sale items, which are non-returnable/non-refundable/non-exchangeable, and special promotion items (see the promotion for terms).
In order to be eligible for a return, the merchandise must be unworn and in its original condition. We do carefully inspect all items, so please practice good karma and be careful when trying on clothing (i.e. please remove jewelry and don’t spritz your favourite perfume).
If the item(s) is not in its original condition (i.e. pet hair, stains, odour, visibly worn, etc.) you will be responsible for the loss in value, and not eligible for a refund. The items will then be shipped back to you at your cost, upon request.
To initiate a USA 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.
Previous USA returns shipped via our old method will still be eligible for the up to $20USD gift card for postage costs, pending receipt submission. As of January 31st, 2018, this option will no longer be available.
To initiate an international return, please follow the instructions below:
Who pays the return shipping costs for outside-USA 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 still active on our site and not expired, we can apply it to your exchange. If the promotion has expired, however, it cannot be applied.
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. Read our pre-order Q&A here.
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.
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 to Customer 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 USA, 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 USA and Canada and 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.