Refund policy
Return & Refund Policy
We want you to love everything you order from us. If something isn't quite right, we're here to help. Please read this policy carefully before making a return request.
Returns Window
You may return your item(s) within 14 days of receiving your order. After this period, we are unfortunately unable to accept return requests.
Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The item must be in its original, unused condition
- All original packaging, tags, and accessories must be included
- The item must not have been assembled, installed, or altered in any way
- Proof of purchase (order confirmation email) must be provided
We reserve the right to refuse a return if the item shows signs of use, damage, or tampering.
Non-Returnable Items
The following items cannot be returned:
- Items that have been assembled or modified
- Personalised or custom-made items
- Items marked as final sale
- Items returned after the 14-day return window
How to Request a Return
To initiate a return, please contact our support team within 14 days of receiving your order:
Email: sales@eleanorandwren.com
Support hours: Monday to Friday, 9:00am – 6:00pm (GMT)
Please include your order number, the item(s) you wish to return, and the reason for your return. We will respond within 1–2 business days with further instructions.
Return Shipping
Return shipping costs are the responsibility of the customer, unless the item was received damaged, faulty, or incorrect. In such cases, we will cover the full cost of the return. Please do not send items back without contacting us first.
Inspection & Refunds
Once we receive your returned item, it will be inspected within 3–5 business days. If the return is approved, a full refund will be issued to your original payment method. Please allow up to 5–10 business days for the refund to appear in your account, depending on your bank or card provider.
Damaged or Faulty Items
If your item arrived damaged or faulty, please contact us within 48 hours of delivery with your order number and clear photographs of the damage. We will arrange a replacement or full refund at no additional cost to you.
Cancellations
Orders can be cancelled within 24 hours of being placed, provided they have not yet been dispatched. To cancel, please email us immediately at support@mystore.com. Once an order has been dispatched, it cannot be cancelled and must go through the standard returns process.