Their customer service is non existent. I am having same problem as you without resolve. I've given up. I hope you are able to resolve your issue. I've purchased from Everlane before -- and they were great. BUT I had no problems... I think the issues arise when something isn't right with the order or if the merchandise doesn't fit.

Everlane held onto my return without telling me for several days because I requested a refund NOT a store credit! Shameful! They will not be able to compete with all the reputable stores that get you the refunds right away and have live people to talk to at customer service!

Here is the email they list on their site:
support@everlane.com
It says they typically respond within 24 hours.

You cannot access a live person. You have to email them at support@everlane.com.