FAQs - Encircled

FAQs

Fit and Fabrics

We do not have tall or petite sizing specifically, but a lot of our pieces are very accommodating! Please email Customer Love at contact@encircled.ca and we can recommend the best pieces for your measurements!

The answer depends on the design. Refer to the product page for guidance or email Customer Love at contact@encircled.ca and we'd be happy to assist with sizing recommendations!

Currently, we’re knitting and dying about 55-60% of our fabric in Toronto. As our business grows, we’re able to knit more fabric locally as the minimum order size is quite high for a small business. As we grow, the knitting industry grows. In 5 years, we hope to be knitting 85% of our fabric in North America. You can also read more about our core fabrics here.

You'll receive an email from us automatically 14 days after your purchase was made (as we have a 14 day return/exchange policy). In this email, there is a link on how you can leave a review on our website for your Encircled pieces!

Returns

Once you receive your piece, you have 14-days to try the item on and initiate a return if it's not right for you. To get started, simply email us. Remember - we cannot take back worn, washed or items with no tags.

Find out more about our Canadian return policy here.

Find out more about our US + Global policy here

If you wish to initiate a return, email contact@encircled.ca with the order # found on your invoice. We'll get back to you within 24 hours on business days with instructions on how to return your pieces.

Once we authorize the return, we require customers to postmark the shipment within 1 week. If we receive a return postmarked outside the 1-week time period, it will only eligible for store credit. Returns shipped more than 30 days after receiving return instructions will not be accepted and will be returned to sender.

Generally, returns are processed within 7-10 business days of receipt at Encircled.

All returns must be shipped back via Canada Post or your National Postal Service. We will not accept shipments from UPS, Fedex, Purolater, DHL or any COD couriers.

You'll have the option to purchase a pre-paid printable flat rate Canada Post return label from us for $10 - the $10 will then be held back from the refund of your original order. 

Alternatively, you can use the shipping provider of your choice. If you choose your own shipping provider, please note that we do not offer a shipping credit or reimbursement for ship back postage.

We will not accept shipments from UPS, Fedex, Purolater, DHL or any COD couriers.

We can help! Please get in touch with us at contact@encircled.ca.

Exchanges

Exchanges are allowed within 14 days of receiving your shipment. 

Find out more about our exchange policy for Canadian orders here.

For orders from the US/Global store, click here.

If you'd like to exchange your purchase for a different size, style or colour, follow the process below:

1. Contact us at contact@encircled.ca and let us know you'd like to do an exchange.

2. Let us know your order # and we'll provide authorization for your return with return instructions.

3. Purchase the new size/colour/style you wish to exchange for on our website and we will ship it out immediately.

Due to the low levels of stock, limited edition nature of our merchandise and manual processes involved, we cannot hold items waiting for the original item to be returned.

Once we receive your return back, we'll refund it to your original payment method excluding ship fees which are non-refundable. Generally, it takes 3-5 business days to appear on your statement.

If the item, colour or size you wish to exchange is out of stock, you will receive store credit in the form of an online gift card.

We'll also add you to the product's waitlist so that you'll be the first to know when it's back in stock! 

If your original purchase was made during a promotion or with a promo code, and you wish to exchange it, provided the promotion is still ACTIVE on our site and not expired, we can apply it to your exchange. However, if the promotion has expired, it will not be applied.

Oops! Someone might've been recovering from jet lag and shipped the wrong one. Let us know by contacting us at contact@encircled.ca and we’ll take care of the rest.

You'll have the option to purchase a pre-paid printable flat rate Canada Post return label from us for $10 - the $10 will then be held back from the refund of your original order. If your original order was over $200, you're eligible for a free return label. 

Alternatively, you can use the shipping provider of your choice. If you choose your own shipping provider, please note that we do not offer a shipping credit or reimbursement for ship back postage.

We will not accept shipments from UPS, Fedex, Purolater, DHL or any COD couriers.

Note: As of February 1st, 2019 we’ve changed the cost of our prepaid return label from $8.00 to $10.00. The cost of shipping has risen, so we’ve decided to alter our prices to reflect these changes to keep offering a return service that we think adds a lot of value to our customer’s shopping experience. Thank you for your understanding - please reach out with any questions. 

So you’ve received an Encircled design as a gift - lucky you!

If for some reason you’re not happy with your gift or was gifted the wrong size, we’d be happy to return the item in new condition for store credit issued via gift card or make arrangements for the correct size or colour- this way you can get something you’ll really love. Contact us for help at contact@encircled.ca

Find out more about gift exchanges here.

Gift Cards + Store Credits

To use store credits that have been issued as a gift card, simply enter the code on the checkout page (right hand side).

Gift cards must be redeemed online at www.encircled.ca for Canadians or www.encircled.co if you are from the US or anywhere outside of Canada.

Use code supplied on the gift card at checkout page (right hand side).

All gift cards are final sale. They are non-refundable, non-redeemable for cash, and not for re-sale. They are a non-negotiable instrument and cannot be replaced if lost or stolen. We reserve the right to cancel said card at any time if obtained illegally or through fraudulent means.

Purchases made on the gift card are subject to the same terms and conditions as regular purchases in terms of exchanges and refunds. We do extend our return period to 30 days for purchases to be refunded or exchanged bought with the gift card due to the forward nature of buying gifts.

Refunds in full or for the difference in exchanges are returned to the original gift card, or if not possible, a new gift card.

Gift cards have no additional processing fees, and never expire. Gift cards are reloadable. Taxes are charged on purchase of goods with gift card, not on gift card purchase. Discounts/promo codes may not be applied to the purchase of gift cards. If used, we reserve the right to cancel the order.

See back of the gift card for additional terms.

About Encircled

We proudly are! Encircled became a Certified B Corporation in 2018. B Corps are a new type of company that uses the power of business to solve social and environmental problems. B Corp certification is to business what Fair Trade certification is to coffee or USDA Organic certification is to milk.

Encircled was certified by the non-profit B Lab to meet rigorous standards of social and environmental performance, accountability, and transparency. We’ve evaluated how our practices impact our employees, our community, the environment, and our customers.

Today, there are over 2,200 Certified B Corps around the globe, including Patagonia, Eileen Fisher, and Ben & Jerry's. We are proud to join them in redefining success in business, so that one day everyone uses business as a force for good. To learn more about our certification, check out our B Corp profile.

Encircled is sustainable at heart, meaning everything we do is through the lens of sustainability. As 100% of our collection is made in Toronto, our carbon footprint is significantly lower than most brands. We also knit and dye ~55%-60% of our fabrics locally. This ensures strict environmental practices are followed and lowers our carbon footprint. Encircled is also proudly 100% green-powered for our studio, and our website hosting. We use solely eco-friendly products in studio from reusable cutlery, cups and plates to bioplastics when doing events. We also have an in-house composting program whereby our food waste is turned into worm food. Lastly, our designs are made from naturally derived, non-plastic, non-petroleum based fabrics, the majority of which are produced through processes that use minimal water compared to conventional fabrics. Our fabrics are also all biodegradable, from renewable resources and certified to be free of harmful chemicals. Everything is mindfully selected to minimize our impact on the planet.

We’re proudly 100% sewn in Toronto, Canada. All of our sewing studios are all less than 35km from our Toronto office. You can also read more about our sewing studios here.

Encircled conducts our customer love through email as it enables us to track conversations easily and respond quickly. Please get in touch with us through email at contact@encircled.ca

Yes! Encircled is a privately owned company. You can learn more about how Kristi Soomer started Encircled here.

We regularly update our careers page, and you can also subscribe for job updates on our page as well - that means when a position opens up, you will receive an email notification from us!

We do not currently sell our items in stores! We have all of our pieces available online, or you can book a shopping appointment at our bright & beautiful studio in The Junction area of Toronto.

At this time, however, we are not pursuing any wholesale  or private label customers. Alternatively, we do partner with select brands for pop-up events! If you’re interested, please email us at contact@encircled.ca 

Marketing + Events

We do, indeed! We love hearing from new bloggers and influencers to work with.

You can reach out to press@encircled.ca if you’re looking to collaborate.

Our events page contains all of our upcoming events! You can also opt-in to be notified when we are travelling to your city.

We selectively work with Affiliates who are aligned with our values. If you've got an audience and like what we're about, we'd love to work with you to share our message, products, and brand. Please feel free to visit our affiliate program to learn more.

We always love collaborating with brands or individuals that align with our values. Please feel free to email our team at contact@encircled.ca, and we can connect you to the right person!

Signing up to our newsletter will grant you access to any sales or promotions, and you will also be the first to hear about when new products launch! If you are interested in receiving our newsletters, you can sign up here.

We’re happy to consider guest posts especially from experts or influential writers. We evaluate on a case by case basis but would love to hear from you!

You can reach out to blog@encircled.ca with any content ideas or information about collaboration on The Journal.

Shipping

Most Canadian and US orders using standard shipping will take 7-10 business days.

For information on shipping rates and methods in Canada, click here.

For information on shipping rates to the US or anywhere outside of Canada, click here.

Depending on the time you contact us at contact@encircled.ca and if the package has not gone out yet, we can cancel the shipment.

Unfortunately orders cannot be cancelled after shipping.

Need your order ASAP? We are happy to work with you to provide a quote from a different carrier; please contact us at contact@encircled.ca prior to placing your order.

Yes, we totally ship to the US + internationally to many countries.

If you're shopping from the US (or anywhere outside of Canada) you'll need to be on our www.encircled.co website to be able to checkout.

Click here to shop or click here for more info on US and international shipping.

Any duties, if incurred, are the responsibility of the buyer. Encircled does not pay duties for customers, nor can we provide estimates on duties.

In general, for US shipments, our products are typically exempt from duties as they are made in Canada, however there are exceptions that occur depending on the customs processing officer. For other countries typically duties will be levied. 

Encircled does accurately mark the package with appropriate documentation to help expedite the customs process.

Tracking your shipment couldn’t be easier! Click on the link in your shipping confirmation email and track your package with Canada Post.

Please note that if you've selected "Small Packet" as a shipping option there is no tracking number.

Please get in touch with us at contact@encircled.ca.

Please get in touch with us at contact@encircled.ca.

If you've accidentally entered the wrong address on your order, please contact us immediately at contact@encircled.ca to make arrangements. Depending on the time you contact us, the package may not have gone out yet, and then we can cancel the shipment and adjust the address.

If the package has been shipped with the wrong address, there is unfortunately nothing we can do. It will be delivered per Canada Post's standards to the address on the package. We suggest contacting the people at your old address to see if you can retrieve the package or ordering another one with the correct item. There is a chance if the current residents at your old address refuse the package, it will be sent back to us. In this case, we will re-ship the package at your cost.

In-Studio Appointments

We offer FREE In-Studio pick-up for Toronto/Greater Toronto Area residents. You are also welcome to shop and try on the latest selection of garments at our studio.

Pick-up orders are pre-paid online through our online store, however if you want to try or add on items while in studio, we can process you through our checkout via VISA, Mastercard, AMEX or cash.

Simply select, FREE In-Studio Pick Up at checkout and we will email you back to arrange a pick-up time.

Pickups can be arranged within 24 hours of receipt of order pending stock availability. Please do not select in-studio pick up if you want your item shipped. Items requiring shipping will need payment on ship fees prior to shipping.

To book an appointment to pick up an in-studio order please send us an email at contact@encircled.ca or LiveChat us (found on the bottom right side corner of our website).

To book an in-studio shopping appointment, please feel free to schedule yourself in here

We request appointments to be made at least 24 hours in advance due to the multi-nature of our studio.

Encircled is located in the Junction area of Toronto which is subway and car accessible. Click here a map of our location.

Our address is: 201-300 Campbell Ave, Toronto ON M6P 3V6.

Generally, our studio is open 9am-5pm EST Monday through Friday. Please note that we request appointments to be made before stopping by.

To request an in-studio appointment, get in touch with us through email at contact@encircled.ca or LiveChat us (found on our website's bottom right corner).

Pre-Orders

A pre-order is buying and paying for a product that is not yet available to ship. In essence, you're putting the product on hold and it will ship to you as soon as it's available.

You will receive a confirmation email of your purchase. Your credit card will be charged the amount in full and when the design is in-stock it will be shipped to you and you will receive a shipping notification with tracking information (if you have selected a shipment option with tracking).

We generally release pre-orders within 2 weeks of the order receipt date, so generally you will not be waiting longer than 30 days to receive your order. If this or any delivery date changes, we will update you via email.

We generally release pre-orders within 2 weeks of the order receipt date, so you will not be generally waiting longer than 30 days to receive your order. If this or any delivery date changes, we will update you via email.

We do our best to keep customers updated via email about their order status. We will periodically post updates on our Facebook page www.facebook.com/getencircled.

Once orders are ready to ship, depending on your location, it will take between 1-7 business days to arrive (within North America). International orders are longer. Check with your local carrier or get in touch with us at contact@encircled.ca.

No problem! Just get in touch with us at contact@encircled.ca and reference your order # found on your confirmation email.

We will promptly cancel your order and the refund will go back on the original credit card used for payment.

Unfortunately, in this case, you must wait to receive the shipment and send it back to us via Canada Post or your National Postal Service. We will not accept shipments from UPS, Fedex, Purolater, DHL or any COD couriers.

Customers are responsible for paying return shipping costs. All Customer Love and return policies still apply and can be found here for Canadian orders and here for US/Global orders.

Unfortunately, pre-order promotions tied to multiple purchases (i.e. buy X, save A% on Y) are linked and returning or cancelling one item will negate the promotion.

If you order an in-stock item with a pre-ordered item, the items will be placed on hold to be shipped together once the pre-order is in stock. If you need them to be shipped separately, please reach out to contact@encircled.ca.

How do I care for my Encircled design?

The less you wash your clothes, the longer they’ll last. Plus, less laundry = more time for funthings.

Heat can break down fibres in clothing, especially natural ones. Washing by hand in cold water, or switching your washer to cold saves energy, reduces micro-fibre shredding and helps keep your designs in your wardrobe where they belong.

Use a plant-based detergent that’s free from sulfates, chlorinated bleach, optical brighteners and fragrance to keep your pieces looking (and feeling) their best.

None of our designs are dryer-friendly. Save energy, and your clothes, by either hanging to dry or laying flat depending on the care label.

If you’re ready to part with an Encircled piece, we encourage you to choose a more sustainable option than sending your clothes into landfill. One option is selling or trading your gently used Encircled pieces in our Facebook group, the Encircled Community. For more ways to responsibly part with your Encircled pieces visit our page on circular fashion here.