CLIENT SERVICES
How can I get in touch with ERL customer support?
You can reach us via email at help@erl.store. Our Customer Support operates Monday–Friday, from 9am–5pm PST.
I can't find a specific item on your webshop. Can I find it elsewhere?
Certain items might be available through our resellers, or at the DSM store https://shop-us.doverstreetmarket.com/collections/erl. While our webshop doesn't feature the full line, items sold here are exclusively available for order through us.
Will my favorite ERL item be restocked?
Restocks happen on a first-come, first-serve basis. However, please note that restocks aren't guaranteed and depend on product availability.
I bought something from an ERL reseller. Who should I contact if I have questions?
For items purchased through our partner stores, please contact the respective reseller directly.
How can I get notified if an ERL item is out of stock?
Currently, we offer out-of-stock notifications on all products. Simply hit the ‘notify-me’ button. We also recommend subscribing to our newsletter to stay updated on potential restocks.
ORDERING ONLINE
How will I know if my order has been received?
Upon placing an order, an order confirmation will be sent to your registered email address within 24 hours. If you entered an incorrect email, contact our customer care team for assistance in receiving the order details by emailing help@erl.store.
What if I can't find my order confirmation?
Check your spam or junk mail for the confirmation email. If it's still not found, reach out to customer support for further assistance.
How can I cancel my ERL order?
You can't cancel the order yourself, but we can assist you. Cancellation is only possible before our warehouse processes and ships the order. Once shipped, a shipping confirmation is sent. If you wish to cancel after shipping, you'll need to initiate a return for a refund.
Can I modify or add items to my order?
Currently, we are unable to make any changes to orders. If you've selected the wrong product, refer to the cancellation guide mentioned above.
CARE, SIZE AND FIT
How do I care for my ERL product?
All of our items come with interior care labels containing specific instructions for care and maintenance. We strongly recommend following these instructions to ensure proper care and longevity of your ERL piece.
How should I wash my ERL items?
Always follow the care label instructions. Our garment dye clothing is pre-washed and pre-shrunk but may bleed during initial washes. We suggest washing these separately for the first few wash cycles and thereafter with similar colors.
What does garment dye mean?
Garment dye refers to a process where the clothing is dyed at the end of the production stage. Typically imparting a well-worn feel, just like your favorite T-shirt that's aged beautifully over time.
Where are ERL clothing items manufactured?
All items sold directly on the ERL website are cut, sewn, and dyed in California.
What sizing system do you use?
Our clothing follows European sizing. However, fits may vary depending on the style and material of the garment.
What size should I order?
Each item online includes a general size guide. Additionally, most items have specific garment measurements available under the size guide button. For personalized sizing advice, feel free to reach out to our customer care team.
Where can I find garment measurements?
For most items, detailed garment measurements are available under the size guide button.
SHIPPING & DELIVERY
Can I update my shipping address after ordering?
Unfortunately, once your order is placed, we are unable to modify the shipping address.
Does ERL offer international shipping?
Yes, we do. Shipping costs, duties, and VAT are displayed during checkout for most markets.
Which shipping carriers do you use?
We ship orders using FedEx, DHL, and UPS.
Do you deliver to PO box addresses?
We do not guarantee that we are able to deliver to P.O. Boxes, APO, FPO and U.S. Territories. Orders made to addresses in these areas may be canceled at our discretion.
Where do you ship from?
All orders are currently shipped from our warehouse located in Los Angeles, California.
What are the shipping charges?
Orders over $250 qualify for free standard shipping. For orders below $250, the delivery costs are outlined in our shipping section. Specific rates for alternative delivery services tailored to your country are also available there.
When can I expect a shipping confirmation?
We aim to ship your order within 2 days of placement. Once dispatched, you'll receive an email confirming shipment, including carrier details and your tracking information.
How can I track my ERL online order?
We utilize carriers such as FedEx, UPS, or DHL Express. After dispatch, you'll receive an email containing the tracking number, enabling you to monitor the package's journey on the carrier’s website. Deliveries are made to the specified shipping address.
Is a signature required upon delivery?
Yes, our carriers require a recipient's signature upon delivery. Please ensure someone is available at the designated shipping address at the expected delivery time.
What is the shipping duration?
Within the US, orders typically arrive 2-5 business days. For international orders, expect delivery within 3-7 business days. Please note, dispatch times might extend during national holidays, potentially impacting delivery schedules.
Is my package covered by insurance?
All items are insured during transit from the ERL warehouse to the shipping address. Once items are delivered and signed for at the specified address, they are no longer covered by insurance.
Can I pick up my package at your warehouse or studio?
Currently, all online orders will be delivered by our carrier to your designated home or work address. Pickup options at our warehouse or studio are unavailable at this time.
Is expedited shipping available for my order?
For orders within the US and Canada, an Express shipping option is available during checkout for faster delivery.
What should I do if my order is lost?
Upon delivery confirmation in your tracking information, we recommend waiting for 48 hours. If your order hasn't arrived after this timeframe, please contact our customer support team for further assistance.
Did you receive an order with missing items?
Upon receiving a shipping confirmation email, it will list the items included in that specific shipment. In cases where all items couldn't be fulfilled from one warehouse, we might conduct a split shipment, sending the remaining items separately. Each shipping confirmation details the items in the parcel, so if some are missing, they will likely be shipped separately unless otherwise communicated. If you're unsure about the whereabouts of your items, please don't hesitate to contact us for assistance.
What if my package gets returned to the sender?
If your package has been returned to our warehouse, please reach out to us via help@erl.studio.
PAYMENT
Which payment methods do you accept?
We accept major credit cards (Visa, Mastercard, Amex, Discover), Apple Pay, Google Pay, Shop Pay and Klarna.
I'm having trouble paying, what can I do?
If you encounter payment issues during checkout, we recommend reaching out to your bank or card issuer for assistance.
How much duty and tax are applicable to my order?
For international orders shipped Delivery Duty Paid (DDP), you won't be charged any duties. This option is available for select markets during checkout. Please note, for US orders, state sales tax is included in California.
Do you offer ERL gift cards?
Not at this time.
Can I make payments in my local currency?
Yes, for most markets products offered are converted from USD to your local currency.
RETURNS
How do I make a return or exchange?
To start a return or request an exchange, please go to https://returns.erl.store and sign in with your order number to start a return.
What is an instant exchange?
By choosing the instant exchange option, you won’t need to wait for the original item to be returned and processed. We’ll ship the new item straight away and place a hold on your credit card while we wait for the return item to arrive.
What is the timeframe for returns?
You have 14 days from the date of receiving your item to request a return. View our complete policy https://erl.store/pages/refund-policy.
Can I return an international order?
Yes, international orders are eligible for returns. Refer to our return instructions at https://erl.store/pages/refund-policy. Please note: once a shipment is processed through customs clearance, customs authorities do not issue refunds on the fees paid. Duties, taxes, or any additional charges incurred will not be refunded by ERL. For any return questions on international orders, you can always contact us at help@erl.studio.
Do you cover the return shipping expenses?
Unfortunately, we do not cover return shipping costs. Please review our policy https://erl.store/pages/refund-policy
Why can I not select certain products from my order in the return portal?
Some items are non-returnable. This includes all underwear, socks, and jewelry purchases, as well as any custom-made or one-of-one items. Please get in touch if you have questions or concerns about your specific item.
Are shipping costs applicable when I exchange an item?
Yes, shipping costs apply to the return shipment in full, and may apply to the new order.
When can I expect my return to be processed?
Returns typically take up to 10 business days to be processed by our warehouse.
MAILING LIST
How can I stay informed?
Enter your email address to subscribe to the ERL mailing list https://erl.store/pages/newsletter. We prioritize the protection and respect of customer data privacy. If you wish to understand how we utilize your personal data, please click https://erl.store/pages/privacy-policy.
How do I opt-out of your mailing list?
To unsubscribe from our mailing list, click the unsubscribe link in the footer of any marketing email you've received from ERL.