Customer Care

We know waiting for your order is the hardest part! Due to COVID-19, labor shortages have caused delays in order processing. We appreciate your patience and we are working hard to get you your order as fast as possible.  Please be advised that your order can take 1-2 business days for our warehouse to fulfill 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

• Free Shipping on all orders above $300
• $15 flat rate for orders under $300
• Return Flat rate of $20 using DHL Express
• To make an international return please visit: https://web.global-e.com/Returns/Portal/gsBt4
• Duties and taxes are included at checkout.
• Duties and taxes are calculated based on the items ordered, your shipment destination, and the 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.

• To return or exchange an item, please visit our Returns & Exchanges page in the footer of our website. To learn complete details visit: https://cynthiarowley.com/pages/shipping-returns
• We accept returns within 14 days of your order's delivery date. Returns sent back outside of this window cannot be processed. 
• We accept merchandise that is in unworn, unwashed with original tags & security ribbon attached for a refund.
•  A flat return fee of $15 will be deducted from your return. Original shipping costs are not refunded. 
• All accessories, headwear, swimwear, blankets, eye masks, and candles are final sale regardless of price.
• Please note, wetsuits are exchange only. If an exchange is not made your return will be applied to a store credit.
• Items purchased at a discount of 30% or more are considered final sale and are not eligible for refund, exchange, or store credit. This includes items bought with a discount or a promotional code.
• Store credit will be issued for returns of exchange orders.
• Final sale items that are returned to our warehouse will not be refunded or returned back to you.
• If you receive an item which is damaged or defective, you must contact customer service within 48 hours of delivery with supporting photo(s).
• Only merchandise purchased directly through Cynthiarowley.com or in a Cynthia Rowley store will be accepted. All other purchases must go directly to the original place of purchase.
• Only in store purchases can be returned in store. All online purchases must be returned online. 
• In store purchases are not eligible for refund. We offer store credit or exchanges for eligible returns. 
• Returns can take up to 14 days to process from the time your return is delivered to our warehouse. Once processed, your refund will show up in 7-14 days depending on your bank. We encourage you to be patient with returns. If you have any questions about your return you can reach out to return@cynthiarowley.com
• If you submit a chargeback before your refund is processed you will no longer be entitled to your refund. 
• Multiple orders cannot be returned together. Items must be returned with their corresponding prepaid label generated by our returns site in order to be tracked & refunded.
• Returns shipped using a shipping label not generated by our returns portal will not be refunded.
• About TryNow visit:https://cynthiarowley.com/pages/try-before-you-buy
• We are not responsible for lost, held, stolen, or damaged packages once they have been shipped. If your order has been lost, stolen, damaged, and or held please file a claim with Route 
• Upon receipt of returned goods we reserve the right to deny a refund if returned merchandise does not meet our policy requirements.

For complete details about our return policy visit: Shipping and Returns

TO MAKE A RETURN

To return or exchange an item, please visit our Returns & Exchanges page in the footer of our website. 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.

If you wish to exchange an item for a different size, exchange orders are processed as a new order and ship as soon as possible. If you would like to exchange a product for a different color or item please contact return@cynthiarowley.com and our team will happily assist you.

INTERNATIONAL

If you are an international customer trying to process a return please visit: https://web.global-e.com/Returns/Portal/gsBt4 & use the GEOrderID on your packing slip for the Order ID.

Note, only send returns using our return label so that we can track your package. A lost return sent by a different method cannot be refunded. Please allow up to 14 business days for your refund to be processed. 

For assistance, please email return@cynthiarowley.com . At this time we do not offer exchanges for international orders. If you wish to receive a new size or color, you must make a return & make a new purchase. 

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 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 14 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!