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Customer Care


 

SHIPPING INFORMATION

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. 

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 a 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
  • About TryNow visit:https://cynthiarowley.com/pages/try-before-you-buy
  • We accept returns within 7 days once the item is received, returns sent back outside of this window cannot be processed. Return orders must be shipped back within 7 days to be accepted. 
  • We accept merchandise that is in unworn, unwashed with original tags attached for a full refund.
  • All headwear, swimwear (excluding wetsuits which can be exchanged), masks, blankets, eye masks, and candles are final sale regardless of price.
  • Please note, wetsuits are only able to be exchanged! 
  • 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.
  • Items purchased at full-price or at a discount less than 30% off original price are eligible for exchange or return.
  • Sale items that are returned to our warehouse will not be refunded.
  • If you receive an item which is damaged, you must contact customer service within 48 hours of delivery.
  • 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. 
  • Shipping charges are non-refundable.
  • Returns will 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 eligible to your refund. 
  • Returns are credited back to the original form of payment and a flat $10 restocking fee will be deducted from your return.
  • Original shipping costs are not refunded. 
  • 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 and you purchased route insurance at checkout please reach out to: route to follow the next steps in filing a claim.

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 $10 processing 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

 

OLIVE

If you return an item that you received in eco-friendly packaging - Olive, please initiate the return by going to cynthiarowley.startreturn.com

Need help? Send an e-mail to return@cynthiarowley.com

 

What is Instant Credit?

  • While processing a return or exchange via the Returns Center, you may be offered an Instant Credit code along with a prepaid shipping label. Not all customers will receive the Instant Credit code. The code allows you to shop different products on our website right away before your return is received. An instant refund is not available because product must be received before refund is granted. 
  • You can redeem the voucher in the promo code field at checkout.
  • If you don't use the credit, you will be refunded as usual back to your original form of payment once your items are processed by our warehouse. 
  • Additionally, if you don't use the whole credit you will be refunded for the remaining balance once your return is received and processed.

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. 

GENERAL 

Returns and exchanges must be delivered to our e-commerce warehouse within 7 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.  

International Orders

If you are a customer located outside of the United States, please email return@cynthiarowley.com to initiate your return. At this time, we do not offer free exchanges for international customers.

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.

     

    CONTACT

     

    Customer Care: return@cynthiarowley.com // available 10am-5pm 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!