Returns & Refund Policy

Our policy lasts 30 days. If more than 30 days have passed since you received your item, unfortunately we cannot offer a refund or exchange.

If you change your mind within 24 hours of placing your order, we will issue an immediate refund.
Orders are only processed after 24 hours, allowing you time to request changes. Once processing has begun, we can no longer issue a refund until the item has been delivered, received, and returned to the address provided.

1. Conditions for Returns

To be eligible for a return, the item must:

  • Be unused and in the same condition as when received

  • Be returned in its original packaging

  • Be sent back at your own expense to the address we provide

The following items cannot be returned:

  • Intimate or hygiene products

  • Gift cards

2. Verification & Proof of Return

We verify that the return corresponds to your order using your order number or email address.

You may prove your return in one of two ways:

  • We receive the parcel at the address we provided (not the manufacturer’s address), or

  • You send us a receipt or photo as proof of dispatch (shipping label, postal receipt, etc.).

In some cases, we may require physical receipt of the item before issuing a refund. If there is any doubt, we will inspect the item before processing. If the item is found to be in good condition, the refund will be refused and supporting documentation (photo/video) will be provided.

These measures are in place due to previous dishonest claims. We apologise for any inconvenience and assure you that all requests are handled with great care.

3. Refunds

Once we receive and inspect your return, we will notify you by email of our decision.

If approved, your refund will be processed automatically via your original payment method.
Processing times depend on your bank or card issuer.

If your refund is delayed:

  1. Check your bank account

  2. Contact your card issuer

  3. Contact your bank

If you still have not received your refund, please contact us at contact@eleanor-charlotte.com. Our customer service team will ensure the above steps have been completed before carrying out an internal review.

Items purchased on sale are refunded at the promotional price paid, not the original full price.

4. Exchanges

We only replace items if they are defective or damaged. If you wish to exchange for the same item, please contact us at contact@eleanor-charlotte.com.

5. Gifts

If the item was sent directly to you as a gift, you will receive a gift card equal to the return value once the item has been received.

If the item was not marked as a gift at checkout, or if the gift giver received the item, the refund will be issued to the gift giver, who will be informed of the return.

6. Return Shipping

You are responsible for return shipping costs. These costs are non-refundable. If a refund is issued, the return shipping fee will be deducted from the refund amount.

Delivery times for exchanges may vary depending on your location.