Customer Care

SHIPPING INFORMATION

We know waiting for your order is the hardest part! Orders are typically processed within 1 to 2 business days before they are shipped. Orders placed after 3pm EST will begin processing the next business day, including orders placed with expedited shipping. Once your order has shipped, you will receive a notification email confirming the shipment!

Delivery Timeframes & Expedited Shipping

• Ground Shipping: Orders shipped via ground shipping generally arrive within 3 to 5
business days.
• 3-Day Shipping: Orders shipped with 3-day shipping will arrive 3 days after
processing and shipping.
• 2-Day Shipping: For 2-day shipping, orders are delivered 2 days after processing
and shipping.
• International Shipping: International orders are shipped via FedEx and delivered
within 4 to 6 business days after processing and shipping.

Order Changes or Cancellations

• Orders are processed promptly after placement. If your order has not yet shipped,
we will make every effort to accommodate cancellations or changes.
• Pre-order items cannot be canceled once they have been processed and shipped.
U.S. Shipping
• Free ground shipping is available for U.S. orders exceeding $300.
• Expedited shipping options are offered for customers seeking faster delivery.
• Please note, we do not ship to P.O. boxes.

International Shipping

• We ship to 224 countries through our trusted partner, Swap.
• To verify if we ship to your country, click the flag icon located in the top-right corner
of our website; this also updates the currency displayed.
• At checkout, you will be presented with local payment methods and calculations for
shipping, duties, taxes, and customs fees.

Shipping Locations

• Most orders are shipped from our warehouse, but high-demand or specialty items
may be shipped from our boutiques.
• Orders may arrive in multiple packages. Tracking information will be provided for
each shipment.
• Expedited shipping charges will be applied only once, even if your order is split into
multiple shipments.

Order Tracking

• You will receive tracking information via email once your order ships.
• If your order is shipped in multiple packages, you will receive separate tracking
emails for each package.
• We utilize Route Package Protection to offer premium tracking services, ensuring
protection against loss, damage, or theft. Orders can be tracked in real time using
the Route app or website.
• We are not responsible for lost, held, or misdirected packages once they have been
shipped.
• To file a shipping issue, visit the Route Claims portal.

Duties, Taxes, and Currencies

• Duties and taxes are calculated based on your order details, destination, and item
value. These costs will appear as a separate line item at checkout unless already
included in the product price.
• In certain countries, duties and taxes may need to be paid upon delivery.
• Supported currencies can be selected from the drop-down menu under the flag
icon.

 

RETURNS AND EXCHANGES

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

Return Policy

• Returns and exchanges are accepted within 14 days of delivery.
• Items must be in their original condition: unworn, unwashed, with tags attached.
• Orders with Redo Coverage are eligible for free returns and exchanges.
• Orders without Redo Coverage will incur a $15 processing and stocking fee, which
will be deducted from the refund.

• Items purchased at a discount of 30% or greater are considered final sale and
cannot be returned or exchanged.
• Swimwear and accessories are eligible only for exchange or store credit.
• Customized and made-to-order products are final sale and cannot be returned or
exchanged.
• We are not responsible for any risk of loss or damage during the return shipment.
Items not meeting the required conditions will be sent back to you.
• Do not send any items back without completing the return process below; such
items will be discarded.

For questions regarding returns and exchanges, contact us at return@cynthiarowley.com

Starting a Domestic Return or Exchange

1. Visit our return portals:
     a. Domestic Returns (Domestic Return Portal link.)
     b. Select eligible item(s) for return or exchange and generate your return
shipping label.
     c. Your return shipping label will be available after you complete your request
in the return portal.
     d. Orders with Redo Coverage qualify for free return shipping.
     e. Orders without Redo Coverage will have a $15 processing and stocking fee
deducted from the refund.

2. Your exchanged items will be shipped after we receive and approve your returned
items.
For questions, contact us at return@cynthiarowley.com

Starting an International Return or Exchange

1. Visit our return portals:
     a. International Returns (International Return Portal link.) 

2. Select eligible item(s) for return or exchange, then generate your return shipping
label.
     a. $15 processing and stocking fee will be deducted from the refund.
     b. Ship your item within 7 days of generating the label.
For questions, contact us at return@cynthiarowley.com

Pre-Order Returns or Cancellations

• To cancel a pre-order, email [return@cynthiarowley.com] before the order ships.
• Pre-order items cannot be canceled once they have been processed and shipped.
• Once delivered, pre-orders are eligible for return within 14 days of delivery under the
standard return policy.
     o Orders with Redo Coverage qualify for free returns and exchanges.
     o Orders without Redo Coverage will incur a $15 processing and stocking fee.

Eligibility

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

• Sale items over 30% off 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.
  

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.

• In-store and online purchases can only be returned in-store and are eligible for store credit or exchange.
  

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 14 days of the delivery date for a full refund. Any return received after 14 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, including Visa, Mastercard, and American Express. Apple Pay, Google Pay, and Amazon Pay are also available at checkout. Additional payment services such as Shop Pay, Klarna, and PayPal are supported. Please select your preferred option at checkout.

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

Press Inquiries: kfilicia@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!