How can we help?

Ordering

What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They're located underneath the available sizes for each of our products. For any additional questions, CONTACT US. We will ask about your typical size and how you like to wear your tops, shorts, and pants so we can suggest the best size for you!

Can I try it before I buy it?

As of now, this feature is not yet available. We are evaluating offline stores and boutiques where you can try before you buy but it would take us a while before we start providing this option

How do I track my order?

As soon as your order is dispatched we will send you a tracking link. Please note that we are not currently shipping outside the United States.

Can I cancel my order?

Sometimes we change our minds and we completely get it. While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window someday in the future.

Should the item(s) not work out, make sure to utilize to email us at hello@ecogramstore.com and our Click here to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free. 

If you have any additional questions, please let us know by using our contact form.

What if I want to speak to someone?

We want to speak to you too! CONTACT US with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Fridays will receive a reply the following Monday, but possibly sooner.

Shipping

What is the Shipping Policy?

Once your order is placed, you will receive a confirmation email letting you know that our fulfilment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

Due to COVID- 19, our carriers have been experiencing slight delays in shipping, so please allow for 5-9 business days (Monday thru Friday, excluding weekends and holidays) for your ground orders to arrive. We apologise for any inconvenience and are working hard to get you your sleepwear as soon as possible. Thank you so much for your patience and understanding!

For Alaska and Hawaii, there is a flat-rate Ground shipping charge on all orders of $19, and a charge of $48 for Expedited shipping.

We are unable to deliver to PO boxes.

What shipping providers do you use?

We use Fulfilment by Amazon for all U.S. orders. Ground shipping for U.S. orders may take up to 3-5 business days to arrive from the day you receive your shipping confirmation.

Unfortunately, at this time, we are unable to ship orders to P.O. boxes.

We are also not taking any International orders as of now. We have plans to add Canada & Germany (EU) in near future. 

If you are from outside of the United States, please click Notify me when we launch in your country

What are the different shipping options available?

You can select between Standard (3-5 business days), Expedited (2 business days) and Priority (1 business day) shipping speeds

How much does the shipping cost?

Shipping rates are calculated based on your postal code. You will get pricing corresponding to each option -Standard shipping/  expedited shipping/priority shipping at the time of checkout.

How much time would it take to ship and receive my order?

The shipping and delivery times in the table below apply only for orders that are submitted for on-hand inventory (inventory that is received and stored in a fulfilment centre). These shipping and delivery times apply only to shipping within the 48 contiguous states of the US. 

Shipping and delivery times to other US states and territories, primarily Alaska, Hawaii, and Puerto Rico, maybe longer.

Does my ecogram product come under Branded Packaging?

We use Fulfillment by Amazon so for most of our packages, the packages may arrive with the Amazon branding packaging material. Please keep in mind that these are the products that you ordered from the ecogram store. The outside packaging is similar to the Amazon packages while the inside packaging is made of sustainable biodegradable packaging material with Ecogram branding.

We are working with Amazon and exploring other shipping options to provide our own branded packaging but it would most likely be next year.

Do you ship to P.O. boxes?

Unfortunately, at this time, we are unable to ship orders to P.O. boxes.

My order didn't arrive when I thought it would!

Due to COVID-19, we might experience longer processing and shipping times than usual. While we totally empathize (believe us—we love our Ecogram products too), arrival times are not guaranteed and shipping costs are non-refundable.

What if I think I received something that is damaged?

If you receive an item that you believe is damaged or incorrect, please reach out to our customer happiness team immediately by CONTACT US.

My package was lost, stolen, or damaged!

Oh no! Please file a claim with the shipping carrier first, then CONTACT US letting us know your order number and your specific claim number. Once we receive that, we will work together to come to the best resolution.

We will only consider claims made within 30 days of the stated/estimated delivery date.

Returns & Exchanges

​​How do I return an Ecogram item?

We've made it simple for you to initiate an ONLINE RETURN HERE.

Step 1: Enter your email and select your items to return.

Step 2: Get an email confirmation.

Step 3: Send it back to us within 15 days.

Once your return or exchange has been authorized, you will receive simple step-by-step instructions and a prepaid shipping label via email. Currently, gifts may only be returned for another product or store credit. Free return shipping is offered for U.S. orders.

What’s Ecogram return policy?

A return must be requested within 15 days of the ship date, after which merchandise must be sent back within 15 days. 

Merchandise must not be worn, washed, dyed, or altered. 

Merchandise must be returned in its original packaging. Returns must include the packing slip supplied during the return process (the packing slip will auto-generate along with the return label). The package should only include items listed in that particular return packing slip. 

Merchandise that appears to be worn and/or washed and not in its original/sellable condition may result in a delayed refund/exchange, or may not qualify for a refund or exchange. In these cases, the item(s) will be returned to you. 

Certain items are marked as not refundable and are not eligible for returns (ie. gift cards, gifts with purchase, and embroidered garments). Sets and Kits are not eligible for partial exchange or return.

Please note: For all orders, original shipping and handling charges are not refundable, however, if you need to return your item, the return shipping is on us!

I would like to return for a refund...

No worries, we got you. We've made it simple for you to initiate an ONLINE RETURN HERE.

Step 1: Enter your email and select the item(s) you're sending back and click the “RETURN ITEMS” button. 

Step 2: You will receive an email with an Instant Refund code that can be used towards any purchase at the Ecogram Store, paying any remaining amount due with an accepted payment method. If you do not use this code, the amount will be refunded to your original payment method (see Step 4).

Step 3: Print your return label and mail back the original item(s) with the packing slip included inside the package within 15 days. Please note: that your package should only include items listed on that particular return packing slip.

Step 4: Once receive your return, we will refund the full balance or any remaining balance on your Instant Refund code back to your original payment method.

I am expecting a refund... How long does this take?

APlease allow 6-12 business days for us to receive your return. After which, it may take up to an additional 10 business days for us to process your return (i.e. issue your refund). 

Once your items have undergone (and passed!) inspection, we will issue your refund to the original form of payment and will notify you of your refund via email. After your refund has been issued by us, please allow 2-3 additional business days for those funds to be posted to your account.

I need to exchange for a different style...

Sure! Let's get you into something you love. Initiate an ONLINE RETURN HERE.

Step 1: Enter your email address select the item(s) you're sending back and click the “RETURN ITEMS” button. 

Step 2: You will receive an email with an Instant Voucher code that can be used towards the purchase of a different style, paying any remaining amount due with an accepted payment method. If you do not use this code, the amount will be refunded to your original payment method once your return has been processed.

Step 3: Next, print the provided return label and packing slip and mail back the original item(s) within 15 days. Once received and processed, we will refund any remaining balance to your original payment method.

How will this exchange voucher (Instant Voucher) work?

At the time a shipping label is presented, you are also presented with a unique instant exchange voucher code that's easily copied to your clipboard. There will also be a link that takes you to shop again immediately in the store, where you can load up your cart and use the code at checkout as you would any voucher/promotion/discount code. Purchases exceeding the exchange amount are paid for with Ecogram's normal checkout methods (i.e. as if you were making a regular purchase on our website)

But it was a gift! What now?

Did your gift not fit quite right? Want to find something else to spend your nights in? No problem! We've made it simple for you to initiate an ONLINE GIFT RETURN HERE.

Step 1: Enter the order number (in the enclosed packaging - and please keep in mind that this is NOT the Order ID) and delivery address zip code. Need help? CONTACT US and we will gladly track down the details.

Step 2: Select your item(s) to return (currently our returns provider does not support direct gift exchanges). Receive a store voucher (instant voucher code) to shop for your exchange item(s) immediately. Your replacement item(s) are sent to you right away—you’re welcome!

Step 3: Next, print the provided return label and packing slip and mail back the original item(s) within 15 days. Once received and processed, any remaining credit will live as Lunya store credit.

Note: Gifts may currently only be returned for another product or store credit. Free return shipping is offered for U.S. orders only.

Will the gift giver know that it has been exchanged?

The gift-giver does not receive any notifications around this process whatsoever. The gift-giver will only know about the return/exchange if the gift receiver volunteers to tell them. A good solution for all types of communities, families, and friend groups.

What if I decide to spend more than the voucher amount?

Purchases exceeding the gift exchange (instant voucher code) amount are paid for with Lunya's normal checkout methods (i.e. as if you were making a regular purchase on our website).

How much time do I get to return the items?

It is best if you mail them back as soon as possible, but you have up to 15 days to drop those return items in the mail so that they are received in time.

Sustainability

How do you choose what materials to use?

Ever wonder why you sleep so soundly in Ecogram sets? It’s probably thanks to our materials. 

Each piece we create is the product of years of designing, sourcing, and producing with the highest-quality materials and with like-minded production partners. We thoroughly research and vet our raw materials to make sure they meet our standards, are good for you and better for the environment. In addition to thinking about the impact on people and the environment, we consider factors like availability, preferred fibre content, water and energy input, and GHG emissions.

Act natural. We also use mostly soft natural materials, which break down better and are less of a pollutant than the synthetic fibres that are being found in oceans and water supplies. 

We know you have your go-to's—so do we! 

Some of our favourite fabrics are:

Silk Satin - it is lightweight and gives a handfeel of luxurious silk and yet not that heavy on your pocket.

We love a pop of colour. But only when done right. 100% of our Satin silk uses bluesign®-approved dyes because they are safer for our dyehouse workers, the planet, and you. Sleep soundly knowing there’s zero bad stuff.

Viscous Pashmina

We know our Viscous Pashmina shawl has your stamp of approval. Our sustainable, viscous Pashimina material was fairly milled without any harmful pesticides, less water, and socially responsible. Check, check, and a big check.

Where are your products made?

Our products are made in India. We work closely with Hula Global - an Indian apparel manufacturer and supplier known for not just a large network of factories but each of those factories is fair and equitable. 

Hula Global’s practice is Ethical manufacturing sets it apart. All factories under Hula Global’s network adhere to the strict standards of Hula Global’s policy of fair wages, worker insurance and Health & Safety.

We have also partnered with Bose Foundation, a non-profit based in India which works in upskilling women workers in the apparel sector.

What are you doing to be more sustainable?

Trust us when we say our sustainability goals are as ambitious as waking up before the alarm. These goals are designed to innovate and better how we design and manufacture, which means that we: thoughtfully consider and care about the materials we source, the production methods we use, how we distribute and our practices at our headquarters and Bedroom locations.

In addition to our fabric selection and how we manufacture, we are also doing what we can by minimizing production quantities with demand-oriented ordering to minimize unnecessary waste and unnecessary production. 

We are on a journey of progress and as we continue to grow and evolve as a business, we are committed to sharing with you, the actions being taken towards positive change to care for the planet and its people.

To us, being sustainable is about responsible and ethical choices and doing our best to do what’s right for our employees, workers, our customers, and the world around us.

Get in touch

Have questions about your order, or a general enquiry?