DELIVERY & RETURNS


AUSTRALIA DELIVERY

Australia Post are currently experiencing delays due to COVID-19. We apologise for any inconvenience this may cause. 

ECRU DELIVERS NATIONWIDE WITH AUSTRALIA POST. 

POSTAGE IS FREE WITH ORDERS OVER $250.00. POSTAGE FOR ORDERS UNDER $250 WILL BE $10 FOR STANDARD DELIVERY AND $15 EXPRESS.

Orders placed prior to 12pm will be dispatched same day or the following business day if purchased over the weekend or on a public holiday. Once dispatched, domestic orders will be delivered within 1-3 business days, depending on your location. 

All parcels require a signature upon delivery, Ecru does not offer ‘Authority to Leave’.

If the address provided is unattended, an attempted delivery card will be left and your parcel will be redirected to the nearest Post Office.

If delivery is to a business address the name of the business is required, without this information Australia Post is unable to deliver your parcel.

When your order has been placed, a confirmation email will immediately be sent to your nominated email address. If you do not receive a confirmation email, please email us at contactus@ecruboutique.com.

RETURNS

As a valued client of Ecru we would like to thank you for your purchase.  At Ecru, we pride ourselves on well-crafted designs. In the instance that you  may need to return one of your items, the following terms and conditions apply to all purchases made online at ecruboutique.com.au

FULL PRICE ITEMS 
Full priced items purchased online are eligible for a refund,  credit  or exchange.

SALE ITEMS 
Sale items purchased online can be returned  for a credit only. We do not offer refunds or exchanges on any sale items purchased online unless deemed faulty. 

CONDITIONS OF RETURN
Please ensure the below conditions are met, before submitting your return request:
— The goods are returned to, and received by, our online warehouse within 14 days of receiving order. 
— Item(s) must be in perfect condition and must not have been worn, altered, damaged or washed. Be careful of make-up rubbing off on garments. In the result of this happening we will be unable to accept your return. 
— Item(s) must be in original packaging with all tags attached, including shoe boxes and dust bags. All shoes must be tried on a carpeted surface to avoid scuff marks until you have decided to keep them. 

Ecru reserves the right to reject returns  that do not comply and are  subject to alterations and cancellations as per our returns policy.

RETURNS PROCESS 

1. Submit a Return

Email ecruboutique158@gmail.com with your order number and Australia post registered tracking number. Ecru does not cover the postage cost of the return. 

4. How to Return

By post:

Ecru Boutique 

158 King William Rd

Hyde Park SA 5061

 

You may also visit our boutique in store to return your online purchase.

Ecru is not liable for the loss or damage of garments in return transit. We recommend sending the item via a  traceable delivery method and keep record of your tracking number. Please note original shipping charges are non-refundable and  charges for returned items are the responsibility of the customer. 

REFUNDS

Once your online return is received by Customer Care, the item(s) will be assessed to ensure it complies with our policy  and a return outcome will be determined within  5  business  days. Your refund will be reversed to the original payment  method. Successful returns can take up to 5-10  business days to appear in your account due to varying processing  between payment providers. In the event of an unsuccessful return outcome, a member of our Customer Care  Team  will contact you. 

EXCHANGES 

We can offer an exchange if you want to swap your item for a different size or equal value of your original purchase. Exchanges are subject to  availability once your return is received by Customer Care. If we are unable to fulfil your request, we will be touch via email or phone. 

ONLINE CREDIT VOUCHERS

If your online return has been credited to an online voucher you will receive an email with your voucher number to redeem online at checkout and are not valid in boutiques. Credit vouchers are valid for 3 months from date of issue and not refundable or redeemable for cash. 

CANCELLATIONS & AMENDMENTS

If you have changed your mind, ordered an incorrect item, size or colour and would like to cancel or amend an order, please contact Customer Care as soon as possible. Please note, orders which have already been shipped cannot be cancelled. 

QUALITY GUARANTEE 

If an item is assessed and considered as faulty Ecru offers a number of suitable solutions if contacted within 14 days of receipt. Please note, items that are damaged as a result of wear and tear or incorrect garment care are not considered to be faulty. If you have a faulty item(s) please contact Customer Care for further assistance.