Shipping + Returns
We know waiting for your order is the hardest part! All orders placed before 3pm EST will process and ship within 2-3 business days. Orders placed after 3pm EST will begin processing the next business day, including orders placed with expedited 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. Regardless of shipping method chosen, it takes 1-2 business days for us to fulfill your order before its ready to ship. The shipping time frame starts when your order has been processed and is ready to be picked up by our shipping carrier. Please note, we do not ship to P.O. Boxes.
- 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.
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. https://cynthiarowley.startreturn.com/
- We accept returns within 7 days of receiving the item, 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.
- Besides wetsuits, all swimwear is final sale for sanitary reasons.
- Wetsuits are exchange only! Please visit our returnly dashboard to place an exchange
- All accessories including: headwear, masks, blankets, and candles are final sale regardless of price.
- 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.
- Shipping charges are non-refundable.
- Returns are credited back to the original form of payment and a flat fee of $10 will be deducted from your return.
- Gift items can be returned or exchanged through our returns portal. Order number, zip code, and name from original shipping label will be required to start the return or exchange process
- 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 on 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 firstname.lastname@example.org
- If you submit a chargeback before your refund is processed you will no longer eligible to your refund.
- 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 reach out to: email@example.com to follow the next steps in filing a claim with the shipping carrier for your order.
Upon receipt of returned goods we reserve the right to deny a refund if returned merchandise does not meet our policy requirements.
HOW TO PROCESS U.S. RETURNS
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 firstname.lastname@example.org and our team will happily assist you.
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.
HOW TO PROCESS INTERNATIONAL RETURNS
- Return Flat rate of $20 using DHL Express
- To make a return please visit:
Visit our FAQs page for quick answers to almost all your questions.
E-mail us anytime at email@example.com during our customer service operation hours, 10am-5pm EST Monday to Friday