Customer Love

RETURNS & EXCHANGES

 

EASY 30-DAY RETURNS

We offer a full refund on new, unworn merchandise provided that we are notified within 30 days of receipt of the product. Please see more information below.

   

 

RETURN AND EXCHANGE POLICY

We understand that sometimes things don’t quite work out. That’s why we offer a full refund or exchange on new, unworn merchandise provided that we are notified within 30 days of receipt of the product. 

 

In order to initiate a return, please read the information below and email us at contact@encircled.ca.

 

What can I return?

We offer a full refund or exchange on new, unworn merchandise provided that we are notified within 30 days of receipt of the product. All items must be unwashed and unworn with the original hangtags attached. Please see below for which items are not eligible for return. 

 

What items are not eligible for return?

The following items are not eligible for a return, refund or exchange:

  • Final sale items which are non-returnable/non-refundable/non-exchangeable
  • Special promotion/flash sale items (see promotion for terms)
  • Items that have been washed and/or worn or damaged intentionally
  • Items with tags or labels removed 
  • Items not in original condition (i.e. pet hair, make-up stains, food etc)
  • Gift cards

 

Will my items be inspected?

Yes, all garments are subject to inspection. We carefully inspect all items, so please practice good karma and be careful when trying on items. If the item(s) is not in its original condition 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.

 

How do I return an item?

Email us at contact@encircled.ca to let us know you'd like to make a return. Please include:

  • Your order # or the email address used to place the order 
  • Details of what item you'd like to return

We’ll respond with instructions within 48-72 hours on business days. 

 

For customers in Canada, you’ll have the option to purchase a prepaid printable flat rate Canada Post return label from us for $10.

For customers in the US, you’ll have the option to purchase a prepaid printable flat rate USPS return label from us for $10.

For customers outside of the US/Canada, you’ll need to cover the cost of shipping returns/exchanges back to us, but we’ll provide a $20 store credit for the amount paid.

 

How do I exchange an item?

Email us at contact@encircled.ca to let us know you'd like to exchange an item. 

Please include:

  • Your order # or the email address used to place the order 
  • Details of what item you'd like to return and the size you’d like to exchange it for

We’ll respond with instructions within 48-72 hours on business days.

 

Due to the low levels of stock we hold, we require that exchanges are placed as a new order. When you contact us, we’ll send you a code for free shipping on your exchange and waive your return label fee, if you place your order within 7 days. Please note, customers outside of the US/Canada will be provided with a $15 shipping credit.

 

How much does it cost to return?

For orders in Canada, you'll have the option to purchase a prepaid printable flat rate Canada Post return label from us for $10. For orders in the US, you'll have the option to purchase a prepaid printable flat rate USPS return label from us for $10. The $10 will be held back from the refund of your original order, or you can use the shipping provider of your choice. If you choose your own shipping provider, please note that we no longer offer a shipping credit for ship back postage. 

 

For orders outside of the US/Canada, customers are responsible for covering the cost of shipping returns/exchanges back to us. We offer a store credit for the amount you will pay to ship the return back to us up to $20 USD. This credit can be applied against a future order within 1 year of the return date. Ship credits are a maximum of $100 for a one year period.

 

How much does it cost to exchange an item?

Exchanges are free for US and Canada! When you contact us, we’ll send you a code for free shipping on your exchange and waive your return label fee, if you place your exchange order within 7 days. 

 

For customers outside of the US, we’ll provide a shipping credit equal to $15 USD to use against your exchange, if you place your exchange order within 7 days.

 

What if I return an item at my own cost?

You can ship back the package using the shipping provider of your choice, however, you will be responsible for all costs and duties, with no reimbursement of any kind from Encircled. Any duties or fees incurred by Encircled will be withheld from the refund.

 

Note: We no longer offer a store credit for ship back postage due to our new flat rate prepaid Canada Post/USPS labels. Any postage credit already on file will be valid until their expiry date.

 

How long do I have to ship my return back to you?

Please mail the package within 7 days of receipt of instructions to be eligible for a full refund. Any returns sent beyond 7 days will be processed as store credit only.

 

Can I track my return?

Our pre-paid labels from Canada Post have tracking and insurance, so you'll be able to track your return online at www.canadapost.ca. 

 

Our pre-paid labels from USPS have tracking and insurance, so you'll be able to track your return online at www.usps.com. Returns are first sent to our shipping provider’s facility in New York and then take around 1-2 weeks to arrive at our studio in Toronto, Canada.

 

When will I receive my refund?

We aim to process returns within 10 days of receipt at Encircled, however during busy periods this may take longer. Generally, it takes 3-5 business days for your refund to appear on your statement.

 

How will I receive my refund?

We'll refund your item or order to your original payment method, excluding any outbound ship fees (which are non-refundable), and the pre-paid return label fee (if applicable). Refunds can only be made to the original purchaser’s payment method on file with us. 

 

It’s been more than 30 days. Can I still return my item?

As we're a small batch fashion company, cycling our inventory is crucial. We cannot accept returns outside of the 30-day window of receipt of your order.

 

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, a $20 restocking fee will be applicable per return.

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