Customer Care

We know waiting for your order is the hardest part! Please be advised that your order can take up to 3 business days for our warehouse to process before it is ready to ship.

U.S. SHIPPING

We offer free ground shipping for orders of $300+ placed in the U.S. If you would like to receive your order more quickly we also offer expedited shipping options. Please note, we do not ship to P.O. Boxes.

INTERNATIONAL SHIPPING

We offer free shipping on International orders over $300, and a flat rate of $15 for orders under $300. Duties and taxes are included at checkout and are calculated based on the items in your order, your shipping destination, and the total value of your purchase.

For more about shipping visit: Shipping and Returns

RETURN POLICY

We hope you love your purchase. However, our customer care team is happy to help you make a return.

We accept returns within 10 days of your order’s delivery date. Returns sent outside this window cannot be processed.

Returned items must be unworn, unwashed, and in original condition, with tags and security ribbon attached, to be eligible for a refund.

To initiate a return or exchange, please visit our U.S. Return Portal or International Return Portal, depending on your location.

You will be prompted to start a return or exchange. Make sure to include the entire order number when initiating a return or exchange example: WEB #120800 (there must be a space between WEB and #). Shipping labels will automatically generate once the return request is submitted and a $15 handling fee will be deducted from your refund.

Return Fees & Refunds

• A $15 flat return fee will be deducted from your refund.
  

• Original shipping costs are non-refundable.
  

• Once your return is delivered to our warehouse, please allow up to 14 days for processing.
  

• Refunds typically appear in your account within 7–14 business days after processing, depending on your bank.
  

Eligibility

• Full-priced items in original condition are eligible for refund, excluding Accessories and Home, which are returnable for store credit only.
  

• Sale items are final sale and are not eligible for return, exchange, or store credit.
  

• Final sale items returned to us will not be refunded or sent back to you.
  

• U.S. orders are eligible for exchange via our return portal.
  

• International customers are not eligible for exchange and must place a new order after returning eligible items.  

In-Store & Online Purchases

• Only merchandise purchased through cynthiarowley.com or a Cynthia Rowley store is eligible for return through our system. Items purchased with any of our retail partners must be processed with the partner.
  

• Online purchases must be returned online.
  

• In-store purchases can only be returned in-store and are eligible for store credit or exchange only (no refunds).
  

Important Notes

• If you receive a damaged or defective item, please contact customer service at return@cynthiarowley.com within 48 hours of delivery with supporting photos.
  

• Items must be returned with their corresponding prepaid return label generated through our returns portal. Multiple orders cannot be combined in a single return.
  

• Returns sent with non-approved shipping labels will not be refunded.
  

• Chargebacks submitted before a refund is processed void your eligibility for a refund.
  

• We are not responsible for lost, stolen, held, or damaged packages once shipped. For U.S Customers we offer Route package protection. If your order was affected, please file a claim directly with Route. For International Customers please email return@cynthiarowley.com immediately for help and we will assist within our policy. 

Upon receipt of returned goods we reserve the right to deny a refund if returned merchandise does not meet our policy requirements.

GENERAL 

Returns and exchanges must be delivered to our e-commerce warehouse within 10 days of the delivery date for a full refund. Any return received after 10 days will be returned to sender. Returns can take up to 14 days after delivery for our e-commerce warehouse to process. Once your return is processed, you will receive an email confirmation. Upon return being processed, your refund can take around 7-14 business days to reflect depending on your banking partner.  

PAYMENT METHODS

We accept all major credit cards, QuadPay (on orders over $350), Google Pay, Amazon Pay and PayPal. We are also now accepting Venmo as a payment option. To use Venmo as your payment method, make sure web payments are enabled within your Venmo account settings. At checkout, select "PayPal" as your payment option. You will then be able to choose Venmo as your preferred method.

PRE-ORDER ITEMS

1 month prior to a products expected ship date, we launch some styles on pre-order. We collect 100% of funds upon checkout. If you have questions regarding pre-order items please contact our customer service team. 

Dates for pre-order items are subject to change due to production or shipping delays.

Orders containing PRE ORDER items will not ship until the item is in stock. If you would like to receive your other items before, we can make that adjustment for an additional $10. If not, your whole order will ship together.

You cannot cancel your order once it is placed. You are able to return the item once it is received, as long as you request a return label before the 10 day return window.

Customer Care: return@cynthiarowley.com // available 10am-6pm EST Monday to Friday

Press Inquiries: prdept@cynthiarowley.com

General Inquiries: care@cynthiarowley.com

Wholesale Inquiries: wholesale@cynthiarowley.com

 

FAQ

Have questions? Our FAQs page has you covered with quick answers to almost everything!