By placing an order with Eleanor & Charlotte, you agree to the terms outlined below. These conditions are designed to ensure that both parties are fully informed and in agreement with this arrangement—for mutual protection and to clearly set expectations regarding our service.
1. General
Subject to stock availability, we aim to maintain accurate inventory records. In rare cases, discrepancies may occur, meaning we may be unable to fulfil part of your order at the time of purchase. Should this happen, we will contact you to ask whether you would prefer to wait for the item to be restocked or receive store credit.
2. Shipping Costs
Shipping costs are calculated at checkout based on the weight, dimensions, and destination of your items. Shipping fees are charged at the time of purchase and represent the final amount payable for delivery.
3. Returns
Return conditions are detailed on our Returns & Refund Policy page, available at the bottom of our website.
4. Delivery Terms
International orders are typically in transit for around 4 days. In rare cases, delivery may take up to 14 days, depending on the shipping method and supplier.
4.1 Delivery Times
Orders are usually processed within 2 working days after payment. You have 24 hours to change your delivery address.
Our team contacts our warehouse partners Monday to Friday during normal business hours, excluding public holidays.
Once an order is placed with Eleanor & Charlotte, the maximum processing time is 3 working days. During busy periods, delivery may take 1–2 weeks.
Please note the distinction between dispatch and delivery:
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Dispatch refers to when the order leaves the warehouse.
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Delivery refers to when you receive the parcel.
If delivery exceeds 3 weeks, we offer the following solutions:
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A return at our expense
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A gift card of higher value than your original order
Please contact us at contact@eleanor-charlotte.com if your order confirmation is over 3 weeks old.
For faster assistance, please include:
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Order number
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Email address used for the order
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Your name
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Approximate contents of the order
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Order date
Kindly include “Delivery Time – #OrderNumber” in the subject line.
Our customer service team responds within 24 working hours.
4.4 Change of Delivery Address
We can change the delivery address provided the order has not yet been dispatched.
4.5 Delivery to PO Boxes
Eleanor & Charlotte delivers to PO boxes via postal services only. Courier delivery is not available for PO boxes.
4.6 Delivery to Military Addresses
We can ship to military addresses via national postal services. Courier delivery is not available.
4.7 Out-of-Stock Items
If an item is out of stock, we will contact you and offer the option to wait for restocking or receive store credit of higher value.
4.8 Delayed Deliveries
If your delivery time has been exceeded, please contact us at contact@eleanor-charlotte.com, and we will assist you.
5. Tracking Information
Once your order has been dispatched, you will receive a tracking link with updates from the carrier.
6. Damaged Parcels in Transit
If the parcel is visibly damaged upon delivery, please refuse the shipment. If you were not present at delivery, contact customer service at contact@eleanor-charlotte.com.
7. Customs & Duties
7.1 VAT
VAT is included in the product prices at the time of ordering from Eleanor & Charlotte.
8. Cancellations
You may cancel your order at any time before it has been dispatched. If the order has already been shipped, please refer to our return policy at the bottom of the website.
9. Insurance
Parcels are insured against loss or damage up to the amount specified by the carrier. If the postal service confirms that a parcel has been lost, we will issue a refund, send a replacement, or offer a gift card of higher value.
9.1 Damaged Parcels – Procedure
We follow our Returns & Refund Policy, available at the bottom of the website.
9.2 Lost Parcels – Procedure
If the postal service confirms that a parcel has been lost, we will send a replacement or offer a gift card at our expense.
10. Customer Service
For any enquiries, please contact us at contact@eleanor-charlotte.com.