We care about service and quality. If you have any ideas, suggestions, or comments please contact us.

8 800 600 90 57

9 am – 9 pm (utc+3)

info@ecrubrand.com

For corporate clients

corporative@rmixed.ru

Chat and check stock @ecru_sizenavigator_bot

follow us @ecrubrand

Legal address

Joint-stock company NEW FASHION (INN 7707099460, OGRN 1027700429690), 123112, Moscow, Presnenskaya Embankment, 10

Products purchased from JSC “New Fashion” may be returned to any branded store within 30 days of the date of purchase. Returns of products purchased through the website of LLC “RWB” (hereinafter referred to as “Wildberries”) shall be processed in accordance with the Wildberries return policy set out in the Wildberries marketplace offer.

The store located in the “Galeria” Shopping and Entertainment Centre in Saint Petersburg does not accept returns of products purchased at other stores of the brand. Products purchased at this store cannot be returned at other stores of the brand.

When returning a product, the customer may provide the cash-register receipt or any other document confirming the fact and terms of the purchase.

An identity document is required only when returning a product paid for in cash. No identity document is required when returning a product paid for by non-cash payment.

Refunds shall be made using the same method of payment used for the original purchase.

Swimwear, underwear, pyjamas, personal hygiene items, perfumery and cosmetic products, hosiery, and personalised products are not eligible for exchange or return. This restriction does not apply to products of inadequate quality.

Pursuant to Article 25 of the Law of the Russian Federation No. 2300-1 dated 7 February 1992, On Consumer Rights Protection, a consumer is entitled to return a non-food product of proper quality to the seller from whom it was purchased if the product is unsuitable in terms of its shape, dimensions, colour, size, or configuration.

A return may be made provided that the product has not been used and that its merchantable condition, consumer properties, seals, and manufacturer’s labels have been preserved, and provided that a sales receipt, cash-register receipt, or other document confirming payment for the product is available.

Where there is a dispute as to the cause or origin of a product defect, a refund shall be issued after the existence of the defect has been confirmed.

Pursuant to Article 18 of the Law of the Russian Federation No. 2300-1 dated 7 February 1992, On Consumer Rights Protection, where defects are discovered in a product that were not disclosed by the seller, the consumer is entitled to withdraw from the sale and purchase agreement and demand a refund of the amount paid for the product.

Pursuant to Article 19 of the Law of the Russian Federation No. 2300-1 dated 7 February 1992, On Consumer Rights Protection, a consumer may assert against the seller the claims provided for in Article 18 of this Law in respect of product defects, provided that such defects are discovered within the warranty period or shelf-life period.

Where the warranty period specified in the agreement is less than two years and the consumer discovers defects in the product after the expiry of that warranty period but within two years of delivery, the consumer may assert against the seller the claims provided for in Article 18 of this Law, provided that the consumer proves that the defects arose before the product was transferred to the consumer or resulted from causes that existed before that time.

In-store product exchanges may only be processed by way of a return. You may return an unsuitable product and subsequently purchase a new one within 30 days of the date of purchase. For further information on how to return a purchase, please refer to the “Returns” section.

An exchange of a product of proper quality may be made provided that the product has not been used and that its merchantable condition, consumer properties, seals, and manufacturer’s labels have been preserved, and provided that a sales receipt, cash-register receipt, or other document confirming payment for the product is available.

A gift card can be purchased at any ECRU store. nominal value of any card is from 500 to 15 000 rubles in increments of 250 rubles. A gift card is a bearer document. It is impossible to replace the card in case of its theft, loss or damage. the card is valid for three years.

The gift card purchased in the store is activated and ready for use. If the purchase price is less than the gift card balance, the remaining money can be used for the next purchases. If the purchase price is more than the balance of the gift card, you can combine it with any other available payment method.

Please keep your gift card after payment if you wish to return an item.

When returning a purchase paid for with a gift card, the funds will be credited to the same gift card. If you do not have a gift card at the time of making a refund, the money will be returned to your bank account. When using several payment methods for the purchase, in case of partial return of products from the receipt, the funds will be returned primarily in cash or to a bank card, and then to a gift card.

To find out the gift card balance, address the cashier at any store or contact the customer service in any way you find most convenient.